Technical Support Customer Service

Mark Whitehouse 832-***-**** cell • ****.************@*******.*** • LinkedIn Profile

Senior IT Support Specialist Technical Troubleshooting System Administration Client Support Network Solutions Team Leadership

Dedicated IT professional with over 20 years of experience delivering comprehensive technical support across multiple industries and specializing in resolving complex operating system, hardware, and network issues. Recognized as a dependable problem-solver who translates technical concepts for non-technical users while ensuring first-call resolution and exceptional customer service. Effective team member bringing proven expertise in system administration, cross-functional collaboration, and the ability to adapt quickly to evolving technical environments and implement creative solutions.

Expertise:

Administrator: Active Directory

Call Tracking/Call Center Utilities: PeopleSoft IMS - Service Now - Workday - Remedy

Email Clients: Microsoft Outlook 2003 to O365 - Microsoft Outlook Web Access - Lotus Notes (now HCL Notes)

Hardware (Installation/Repair/Support): HP (Desktop/Laptop/Servers) - Lexmark (Printer) - IBM (Desktop/Laptop/Printer) - Okidata (Printer) - Toshiba (Laptop) - NETGEAR (NIC/Hub/Router/Wireless) - Linksys (NIC/Hub/Router/Wireless) - Extreme Switch - Cisco Router/Switch

Operating Systems: Windows XP, 7, 10, 11

Internet Related: Microsoft Edge - Google Chrome

Remote Access/Control Systems: Quick Assist - Windows - Remote Desktop - Citrix - PS Tools - VPN - BeyondTrust (Bomgar) - TEAMS – Zscaler - Dameware

Server/Network Monitoring Applications: What's Up Gold (IP Switch) - Site Scope - SolarWinds

Software Suites: Microsoft Office 365 - SAPGUI - Adobe Acrobat

Utilities: Entrust Identity Guard Administration - Cisco Prime Infrastructure (Guest WIFI) - Cisco Jabber - Cisco Finesse - Cisco Unity – SCCM - Lotus Notes (now HCL Notes)

Executive Career Progression

Whitehouse Estate, Houston, TX 2023-2025 Residential Property Restoration Management

Executed comprehensive restoration projects for two high-value residential properties, directing all operational phases from initial property assessment through final renovation completion, culminating in successful market positioning and expeditious sale to qualified investors.

Huntsman, The Woodlands, TX 2014-06 - 2023-01

IT Technician Sr / Global Call Center

Delivered tier 1, 2, and 3 ServiceDesk support to Huntsman's global user community, emphasizing first-call resolution while maintaining exceptional service levels.

Collaborated cross-functionally to resolve complex operating system, software, hardware, and network issues, providing interdepartmental technical assistance when required.

Administered support for diverse software applications, including proprietary and customized enterprise solutions requiring specialized technical expertise.

Demonstrated advanced proficiency in Windows 7/11 troubleshooting and Microsoft Office suite deployment (2003, 2016, O365), ensuring optimal system performance.

Executed critical technical projects precisely, consistently meeting established deadlines and exceeding stakeholder expectations.

Administered user accounts and permissions through Active Directory, ensuring appropriate system access and adherence to security protocols.

Translated complex technical concepts into comprehensible terminology for non-technical stakeholders, facilitating improved organizational understanding.

Addressed end-user support requests with exceptional patience, methodically guiding clients through systematic troubleshooting procedures while following established protocols.

Contributed to operational efficiency through seamless integration with team members, developing innovative solutions to multifaceted technical challenges.

Exhibited exceptional adaptability and accelerated learning capabilities when confronted with emerging technologies and evolving requirements.

Enhanced communication competencies through consistent stakeholder engagement and developing effective technical and interpersonal dialogue techniques.

Identified and remediated technical inefficiencies, optimizing operations and consistently exceeding service delivery expectations.

ProSource Solutions acquired by Long View Systems, Houston, TX 2008-10 - 2014-06

Systems Consultant / Sr. Desktop/Helpdesk Engineer (contracted to Anadarko)

Delivered comprehensive tier 1,2 and 3 helpdesk support to Anadarko's global user community, emphasizing first-call resolution while maintaining exceptional service standards.

Collaborated with cross-functional internal teams to resolve complex operating system, software, hardware, and network issues, providing specialized technical assistance as required.

Demonstrated advanced proficiency in Windows XP /7 troubleshooting and Microsoft Office suite deployment (2003/2007/2010/2013), including Entrust IdentityGuard Administration expertise.

Functioned effectively within matrix environments, orchestrating multidisciplinary technical teams to eliminate redundancies and minimize operational dependencies.

Executed sophisticated tier 2 and 3 technical support and advanced troubleshooting procedures for internal stakeholders and external clientele.

Conducted rigorous quality assurance testing for pre-release software applications throughout alpha and beta development cycles, ensuring optimal functionality.

Delivered specialized software-related technical expertise through multiple communication channels, adapting support methodologies to diverse stakeholder requirements.

Operated efficiently within integrated organizational structures, coordinating cross-disciplinary teams to streamline processes and enhance operational efficiency.

Hewlett-Packard, Houston, TX 2000-04 - 2008-05

ITO Support Specialist III, Trade Group Division

Drove comprehensive network support to diverse trade clientele, resolving complex multi-platform connectivity challenges while functioning as Customer Service Advocate for efficient ticket routing and resolution.

Utilized SolarWinds for advanced network monitoring within the Network Operations Center (NOC), supporting Extreme/Cisco infrastructure while orchestrating cross-functional teams to resolve sophisticated network anomalies.

Administered diverse wide-area technologies, including Frame Relay, ATM, BGP, and MPLS protocols, collaborating with internal groups and external vendors to source replacement components and implement effective solutions.

Executed real-time system performance monitoring with rapid error resolution protocols, proactively identifying potential degradation issues while maintaining exceptional service continuity.

Demonstrated exceptional adaptability with accelerated assimilation of new technological concepts, maintaining meticulous organizational standards and superior professional ethics.

Fulfilled shift supervisor responsibilities during leadership absences, exhibiting advanced managerial capabilities while consistently exceeding established service level agreements.

Certifications

ITIL v3 Foundation

Banyan CBE (Certified Banyan Engineer)

Banyan CBI (Certified Banyan Instructor)

HP Star Certification

Compaq ASE (Accredited Systems Engineer)

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