IT Operations & Support Specialist

MARK VOLPE

Babylon, NY *****

**********@*******.*** www.linkedin.com/in/mark-volpe-ny

IT Systems / Operations / Compliance Leader

Versatile and results-driven IT professional with 20+ years of experience leading systems operations, end-user support, regulatory compliance, and quality assurance. Proven success managing IT infrastructure, supporting helpdesk and field teams, and improving systems and workflows across healthcare, manufacturing, and aerospace sectors. Adept at training users, leading technical teams, coordinating multi-site operations, and ensuring service excellence. Highly transferable skill set suited for public sector IT leadership roles. CORE COMPETENCIES

• IT Systems Management (Desktop, EMR, ERP)

• Helpdesk Support & Ticketing (Zendesk, Spiceworks)

• System Imaging (Predefined Builds & Custom Disks)

• Compliance (ISO 9001, AS9100/9120, HIPAA, HITECH)

• Documentation, SOPs & Internal Auditing

• Onboarding/Offboarding, AD, Access Support

• Cross-Functional Communication & Team Training

PROFESSIONAL EXPERIENCE

IT Consultant / Project Manager

Independent Consultant – NY Metro Area

Mar 2020 – Present

• Support technical operations and IT systems for small businesses and healthcare clients

• Deliver end-user training and support across Microsoft Office 365, SharePoint, RDP, Exchange, and remote access tools

• Manage compliance documentation, system upgrades, access provisioning, and security protocols

• Install and configure software, troubleshoot issues, and ensure data integrity IT Systems Specialist / Operations Analyst / Production Coordinator Penn Fabricators / Northeast Quartz – Medford, NY

Apr 2021 – Mar 2024

• Oversee ERP functions using Moraware Systemize for scheduling, job tracking, installer coordination, and documentation

• Utilize Moraware’s CRM capabilities to manage client data, contacts, and project notes

• Support plant-wide IT systems and CNC equipment (Breton), providing desktop troubleshooting and user training

• Administer AutoCAD and other drafting tools used in job prep and production

• Create performance and delivery reports for key clients including IKEA, Home Depot, and Lowe’s

• Manage Azuga Fleet tracking, system updates, and reporting for field teams Systems Training & Implementation Support Specialist All-Metro Health Care – NY & Multi-State

Jan 2018 – Feb 2020

• Implement HHAeXchange ERP system across 18 healthcare locations

• Provide remote and in-person training to 300+ users across 6 states

• Used Zendesk to assign support roles, manage tickets, and escalate technical issues

• Troubleshot system access and hardware/peripheral issues across locations

• Collaborated with internal departments and software developers on client-requested change orders (COs) IT Manager / Operations Manager / Corporate Compliance Manager Tri-County Home Nursing Services – NY

Mar 2010 – Dec 2017

• Oversee IT infrastructure, EMR, billing, and payroll systems for three locations

• Lead internal support, software upgrades, access provisioning, and documentation control

• Ensure HIPAA and HITECH compliance and audit readiness

• Administer onboarding/offboarding processes and manage user access via Active Directory

• Coordinate vendor management and internal training programs Network Administrator / Quality Control Inspector / ISO 9001 Management Representative North Shore Components – Bellport, NY

Feb 2008 – Mar 2010

• Support ISO 9001 / AS9100 / AS9120 compliance for aerospace and defense clients

• Train in Santa Cruz, CA on semiconductor failure analysis, constructional analysis, and chemical decapsulation

• Train staff on these procedures and administer SharePoint documentation systems

• Create and maintain custom inspection reports for advanced testing such as XRF and chemical decapsulation

• Lead internal audits, SOP creation, and documentation for QMS alignment Supervisor Quality Assurance / ISO 9001 Internal Auditor Automatic Data Processing (ADP) – Edgewood, NY

Jul 2004 – Dec 2007

• Manage production quality across 24/7 high-volume print operations

• Conduct internal audits, manage ISO documentation, and coordinate staff training

• Monitor and resolve nonconformances through preventive action systems Configuration Center Manager

Future Tech Enterprises – Holbrook, NY

Jan 2001 – Jul 2004

• Manage configuration and imaging operations for 8,000-system rollout to Northrop Grumman

• Interface with IBM/NG leadership for daily rollout alignment

• Supervise system imaging, ticketing, installation logistics, and shipment documentation

• Develop and distribute internal support documentation for builds and peripherals TECHNICAL SKILLS

Systems / Platforms:

Moraware Systemize, HHAeXchange, Medisoft, Oracle Primavera, SharePoint, Exchange, RDP, Active Directory, SAP R/2, Procore, Global Edge ERP, Zendesk, VoIP, Microsoft Server, Windows OS, iOS Tools / Software:

Microsoft Office Suite, AutoCAD, CADlink, Spiceworks, LogMeIn, Power BI (beginner), MS Excel Hardware / Equipment:

Breton CNC Equipment, X-Ray Testing Equipment, Die Decapsulation Tools, Siemens PLC/HMI, Azuga Fleet Tracking EDUCATION & CERTIFICATIONS

• Six Sigma Yellow Belt (6SigmaStudy)

• Scrum Master Certified (SMC – VMEdu)

• ISO 9001 Internal Auditor (EuroQuest)

• IDEA-ICE-3000 Inspector Certification

• CompTIA A+ (LearnSmart / McGraw-Hill)

• A.A. in Music/Audio Technology – Five Towns College

• Regents Diploma – Brentwood High School (Math/Science Mastery)

Contact this candidate