Service Delivery IT Support

Mark Dondero

*** ********* *****, *******, ** ***24

***********@*****.*** 470-***-****

PROFESSIONAL SUMMARY

Analytical, solution-driven IT professional with extensive experience in IT administration, support, and service delivery. Proven track record of troubleshooting, managing complex IT environments, and providing high-level customer support. Skilled in team collaboration, project management, and process improvement.

PROFESSIONAL EXPERIENCE

IBM\Kyndryl — IT Site Administrator (Contractor)

August 2021 – Present

● Onsite IT support for 500+ users across 33 remote locations.

● Troubleshoot Microsoft applications and administer Microsoft Server environments.

● Provide support for cloud-based SaaS, Citrix, VPN connections (Cisco AnyConnect, Zscaler), and virtual workstations (VSphere).

● Excellent user communication skills via Teams, email, phone, and in-person interactions. OnePath, LLC — Service Delivery Manager

July 2019 – April 2020

● Managed MSP client IT services, solutions design, and service delivery strategy.

● Led a team of engineers and administrators, supporting professional development and performance reviews.

● Oversaw incident resolution, service gap identification, and process improvements. Amtrak — NOC Analyst (Contractor)

August 2016 – October 2017

● Real-time monitoring of internal data networks and sales kiosks.

● Provided remote desktop support for Windows and Linux/CentOS platforms.

● Utilized SolarWinds, AppDynamics, and RDP for troubleshooting and escalation management.

Georgia Lottery — Systems Administrator II

September 2014 – June 2016

● Administered Windows Server 2012-R2 domain controllers, Microsoft Exchange, and virtualized data centers.

● Managed network monitoring with What’s Up Gold and implemented OnBase document management.

● Oversaw storage systems (NetApp SAN) and server virtualization. Fulton County Government — Information Security Specialist November 2012 – September 2014

● Managed patch management, VPNs, and server hardening processes.

● Developed and managed Veritas backup and county elections data management systems.

CNN / Turner Broadcasting — Data Center Technician (Contractor) March 2011 – November 2012

● Supported operations for 5 data centers, including physical-to-virtual server migrations.

● Implemented ITIL processes and performed environmental monitoring and power distribution management.

EDUCATION & CERTIFICATIONS

Gwinnett Technical College 2006–2010

● A+, Linux/UNIX Administration, Data Center Technician

● Dean’s List (GPA 3.8)

University of Toledo Partial

● Coursework in RPG, COBOL

Certifications

● A+

● Linux/UNIX Administration

● Data Center Technician

TECHNICAL SKILLS

● Tools & Platforms: Service Now, Remedy, Manage Engine Service Desk

● Networking & Security: Cisco ASA, VPN (Cisco AnyConnect, Zscaler)

● Virtualization: VSphere, VMware

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