Mark Kotach

* ******** *******

Bethel, CT *****

Phone 203-***-****

Email adzjvv@r.postjobfree.com

OBJECTIVE Seeking the responsibility and challenge of a project related work environment, where I can offer a positive contribution to an organization by drawing on my skills while advancing in my career.

WORK EXPERIENCE

May 2023-Present Interactive Brokers LLC, Greenwich CT

Global Enterprise Service Desk Supervisor

Provide first and second level resolutions and knowledge to problems that arise from daily use of the systems.

Train new employees

System upgrades, hardware and software

Knowledge articles and workflow creation

Incident management

Problem management

September 2022-April 2023 Interactive Brokers LLC, Greenwich CT

Global Enterprise Service Desk Analyst

Provide first and second level resolutions and knowledge to problems that arise from daily use of the systems.

System upgrades, hardware and software

Knowledge articles and workflow creation

Incident management

July 2022-September 2022 Consultant, Bethel, CT

IT Freelance

Break / fix of computers or printers.

Help clients with cost effective fixes or replacements

System upgrades, hardware and software

System backups

A/V install and fixes

July 2021-June2022 Bethel Public School, Bethel, CT

IT Department, IT Lead Technician

Triage and prioritize help desk ticket flow.

Provide resolutions and knowledge to problems that arise from daily use of the systems

by the teachers/students and administration.

Second level support for installation, maintenance, repair and configuration of computers.

Knowledge base management.

Project lead for large scale deployments of Chromebooks and Laptops.

Inventory / Asset management.

Supervisor to 5-8 college interns.

December 2018-June 2021 Bethel Public School, Bethel, CT

IT Department, Technical Support Specialist

Direct web and phone interaction with users.

Provide resolutions and knowledge to problems that arise from daily use of the systems

by the teachers/students and administration.

Resolve internet, telephone, printer, smartboard issues.

Image, maintain, repair and configure PCs, Chromebooks and laptops.

Firm knowledge of Apple OS v10.x.

Distance learning, Google Meets and Zoom.

April 2012 – February 2018 Danbury Hospital, Danbury, CT

ITG Field Service Team, Field Service Technician

Direct and phone interaction with users.

Provide resolutions and knowledge to problems that arise from daily use of the systems

by the users.

Fix PC, laptop, telephone, call bell and printer issues.

Install, maintain, repair and configure computers.

Image PCs and laptops.

Manage 20+ various client accounts including: Active Directory, MS Exchange, Cerner, Soarian and Invision.

January 2008 – April 2012 Boehringer Ingelheim Pharmaceuticals, Inc., Danbury, CT

I.T. Global Document Management Solutions Center, Systems Engineer

Member of the system admin team.

Infrastructure System Lead for multiple systems.

Innovation through new automation scripts and business processes.

Provide tier III support to the IT Service Desk.

Part of a 24x7 on call support schedule.

Develop and execute Installation qualification documents.

Upgrade and maintain validated systems.

Work on global, regional and local teams.

Direct interaction with users.

Provide resolutions to problems that arise from daily use of the systems by the users.

Comply with internal change control standards.

February 2004 – January 2008 Boehringer Ingelheim Pharmaceuticals, Inc., Danbury, CT

I.T. Account Management, Associate Systems Analyst

Team lead for the design and implementation of business areas web pages.

Coding forms for IT Shop initiative.

Create, maintain and remove accounts using SAP, BIDS, Documentum, Avaya Mailbox Manager, PointSpan Sync Manager, Vista, Active Directory, HP Service Desk and Tivoli.

Responsible for IDEA weekly sync, accounts, name changes, permissions and documentation.

Authored IT Account Management Work Instructions and associated flowcharts.

Maintain document life cycle using the Documentum system.

Provide tier III support to the Help Desks, PC Operations and IT clients regarding various account issues.

Create, update and delete HP Service Desk accounts and workgroups.

Performed Tivoli database deletes, additions and updates.

March 2003 – December 2003 I.T. Account Management, Temporary Worker

Tasks included various aspects of account management.

Designed and managed content of department web pages.

Assisted in the migration of the web content in collaboration with the global Intranet rollout project from a Microsoft IIS based infrastructure to the new Gauss VIP web content management system.

Responsible for recording the PC lease information in the Tivoli Asset Management System.

December 2002 – March 2003 I.T. Communication, Voice, Temporary Worker

Responsibilities included activation of cell phones, client training on cell phones and palm pilots.

OCTEL voicemail account management.

Sales Force/In house voicemail database verification and updating.

Back up for switch board operator.

Scheduled and provided instruction on audio conference bridges.

Distributed department’s trouble tickets by job responsibility.

Proof reading of Telecommunication documents.

EDUCATION & TRAINING

2002 B.A. in Computer Science / Minor in Mathematics - Western Connecticut State University

Foundation Certificate in ITIL Service Management

HDI Help Desk Analyst Certification

HDMI CE Installers Certification

COMPUTER SKILLS

Languages: ASP, HTML, .NET, SQL

OS: Windows 7 & 10, Mac 10.9- 10.15.Linux

Other Software: MS Visual Studio, MS Office (Word, Excel, Power Point, Access, Visio), Logic Works, mySQL, SAP, HP Service Desk, FrontPage, Livelink/Gauss VIP, Topcall, Siebel Vista, MS Exchange Administrator 5.5. / 2003, Google Suite, Google Classroom, JAMF, Meraki. Service Now

LEADERSHIP & COMMUNITY ACTIVITIES

Boy Scouts of America: Eagle Scout / Assistant Scoutmaster / Eagle and Life projects

WCSU Student Government Association: Senator / Justice / Student Leadership awards

New Milford Animal Shelter Volunteer.

REFERENCES : Available upon request

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