IT Operations & End-User Support Specialist
Resume:
MARK SIMMONS
Palos Heights, Il *****
************@*****.***
SUMMARY
Information Technology Professional with extensive experience in IT Operations and End-User Support for Fortune 500 companies. Expertise in diagnosing and resolving PC hardware, software, and connectivity issues, alongside proficiency in desktop support and system upgrades. Proven ability to deliver customer-focused support and enhance operational efficiency in fast-paced environments. Committed to process improvement and maintaining high service standards while managing multiple tasks effectively.
SKILLS
• SMS and SCCM management
• Problem-solving
• Network troubleshooting
• Server management
• SQL Server administration
• MS Windows operating systems
• 3rd-level technical support
• ServiceNow expertise
• Cisco Finesse proficiency
• EGain call routing system
• SysTrack management agent
• Bomgar remote support
• Omnissa Workspace ONE
• Microsoft Office Suite and Teams
• PowerShell scripting
• Power BI analytics
EXPERIENCE
UNITED AIRLINES
Chicago, Illinois
Analyst IT Operations - Network Operation Center 07/2015 to 09/2025
• Provide technical support for day-to-day airline operations, ensuring minimal disruption to mission critical workflows.
• Diagnose and resolve issues across 50+ software applications with on-demand troubleshooting.
• Troubleshoot and repair computer hardware, peripherals, and printer-related issues.
• Collaborate with Subject Matter Experts (SMEs) to resolve complex software issues while ensuring adherence to Standard Operating Procedures (SOPs).
• Act as liaison during incident bridge calls between escalation teams and the Network Operations Center (NOC) floor to drive timely resolution.
• Plan and coordinate departmental projects, including deployment of updated software and hardware to support daily operations.
• Generate ad hoc reports to track and analyze performance metrics, ensuring compliance with operational standards.
• Utilize ServiceNow ticketing system to document incidents, escalate issues, and coordinate resolutions with appropriate teams.
• Escalate unresolved problems to vendors and manage communication through resolution.
• Serve as onboarding coordinator for new associates in the NOC, providing training and guidance on systems and workflows.
• Administer user account creation and maintenance in Cisco Finesse and eGain call-routing systems, troubleshooting login, routing, and skill assignment issues.
• Conduct alpha and beta testing of new or upgraded applications prior to production deployment, ensuring functionality and stability.
EXPERIS MANPOWER GROUP
Chicago, Illinois
Contractor Analyst IT Operations - United Airlines Network Operation Center 03/2012 to 07/2015
• Deliver end-to-end technical support for daily airline operations, ensuring high availability of mission critical systems and minimal downtime.
• Analyze, troubleshoot, and resolve issues across 50+ enterprise software applications, ensuring continuity of operations in a time-sensitive environment.
• Repair and maintain computer hardware, peripherals, and printers, ensuring all equipment meets operational standards and compliance requirements.
• Collaborate cross-functionally with Subject Matter Experts (SMEs) to investigate root causes of complex software issues, ensuring resolution aligns with Standard Operating Procedures (SOPs).
• Coordinate real-time communication during incident bridge calls, acting as a liaison between technical escalation teams and the Network Operations Center (NOC) to expedite incident resolution.
• Utilize ServiceNow ITSM platform to document, track, escalate, and resolve incidents, while identifying patterns for potential problem management opportunities.
• Support continuous improvement initiatives, contributing insights to system performance trends and user pain points to optimize operational efficiency.
ALLSTATE INSURANCE COMPANY
Northbrook, Illinois
Network Professional 01/1996 to 01/2011
• Provided 24x7 on-call technical Network Support for Help-Desk, Network, and end user.
• Earned solid reputation for resolving complex issues and providing exceptional customer service by putting the customer at the center of every decision made.
• Diagnosed and resolved software installation issues.
• Provided 3rd level support for SCCM 2007.
• Created reports per user request.
• Acted as liaison between our team and various business units.
• Documented work processes in SharePoint to train new team members.
• Monitored, updated, resolved and closed end-user incident tickets according to Service Level Agreement.
• Led and coordinated the rollout of upgrading 1000 desktop PCs for the Y2K project.
• Coordinated migration from SMS 2003 to SCCM 2007.
• Coordinated the install of Microsoft Service Pack 2 (SP2) on approximately 450 primary and secondary site servers to manage vulnerabilities and protect customers' information.
• Leveraged experience working across multiple operating system platforms including IBM AS400s, and Microsoft Window 2000, 2003, and XP.
ALLSTATE INSURANCE COMPANY
Northbrook, Illinois
Computer Operator 01/1987 to 01/1996
• Maintenance of an IBM ES/9000 and 4 IBM HPTS mainframe systems under a MVS 5.1 platform.
• Troubleshooting system and online related problems.
• Responsible for monitoring of critical online applications during peak times to ensure availability.
• Maintaining 24-hour documentation for online outages and hardware problems using Infoman.
• Providing Level 1 support for network control center while utilizing Expert advisor help desk package to record and troubleshoot.
• Responsible for answering customer inquiries and directing them to the proper support area. EDUCATION
MASTER OF BUSINESS ADMINISTRATION: DATA ANALYTICS Expected in 10/2026 Fitchburg State University, Fitchburg, Massachusetts Anticipated Graduation Fall, 2026
BACHELOR OF ARTS: INTERDISCIPLINARY STUDIES 12/2011 Governors State University, University Park, Illinois Graduated December 2011
ASSOCIATE IN APPLIED SCIENCE: DATA PROCESSING 05/1984 Kennedy-King College, Chicago, Illinois
Graduated May 1984
CERTIFICATIONS
ITILv3
KEY ACHIEVEMENTS
• Resolved 95% of support tickets on first contact, reducing downtime and improving user satisfaction.
• Led deployment of hardware and software upgrades across 1000+ workstations with minimal disruption to business operations.
• Provided technical guidance and mentoring to junior support staff, improving team efficiency and knowledge sharing.
• Collaborated with cross-functional IT teams to streamline support processes, resulting in a 20% reduction in incident resolution time.
• Recognized by management for consistently delivering exceptional customer service in high-pressure environments.
• Completed development/testing and rollout of Microsoft Windows 11 image to laptops and desktops for the Network Operations Center.
TRAINING
• Time Management
• System Management Server
• System Center Configuration Manager
• SQL Server 7
• SQL 2005
TECHNICAL EXPERIENCE
• SMS 2003
• SCCM 2007
• Problem Solving
• Network Troubleshooting
• Server Manager
• SQL Server 2003
• SQL Server 2005
• SQL Server 2008
• MS Windows 2011
• MS Windows 2010
• MS Windows 2000
• MS Windows 2003
• MS Windows XP
• Win 7
• 3rd Level Technical Support
• Service Now
• Cisco Finesse and eGain Call Routing System
• SysTrack Management Agent
• Bomgar Remote Support
• Omnissa Workspace One
• Microsoft Suite
• Microsoft Teams
• PowerShell
• Power BI
#HRJ#79fc177b-31b8-4 5e0-93c1-fa53ec742ac3#
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