Chris Mark Email & Phone Number

Fox Lake, IL, US

Rosemont, IL

• Provided enterprise-level IT support and led technology project services across all CDW locations, supporting internal coworkers and offshore contractors.
• Delivered Tier II desktop support for PC/mobile hardware (desktops, laptops, tablets), printers, and conference room equipment.
• Acted as escalation point for troubleshooting and cross-team technical support.
• Led support initiatives and ensured timely resolution of incidents within agreed response times.
• Participated in hardware deployments, refreshes, and asset management procedures.
• Created and maintained knowledgebase documentation.

Skokie, IL

• Create packages in Microsoft SCCM for deployment to all corporate devices
• Develop scripts for automation of various manual business processes utilizing Powershell
• Develop scripts for automation of post imaging machine configuration utilizing Powershell
• Resource for all escalation issues; second & third level support
• Troubleshoot/Resolve issues involving all hardware, Microsoft Office, Windows 7/8/10,
• Active Directory, Oracle and Salesforce including Windows OS upgrades.

Skokie, Illinois

• Create reports and dashboards in Salesforce to be used by IT Leadership in an effort to improve KPI’s, SLA’s and Customer Satisfaction.
• Provided training for Service Desk Analysts; bi-monthly training to new/existing staff on all Service Desk tasks and processes
• Mentor all Service Desk Analysts
• Perform quality assurance on all Service Desk tickets
• Identify areas of growth opportunities for staff based on ticket QA and Survey results
• Monitor and delegate tickets in queue to keep in line with existing Service Level Agreements and Customer Service Standards

Greater Chicago Area

• Create and maintain images of desktop and laptop computer configurations on an image server for system recovery availability in a timely manner.
• Configure and maintain client Citrix accounts so that they can use our products via our Citrix servers.
• Install, configure and troubleshoot Cisco AnyConnect VPN Client software.
• Generate new accounts for new hires including email accounts, active directory accounts, and mainframe accounts.
• Manage Mitel Phone equipment including users on phone switch.
• Facilitate the Company Update presentations that include use of GoTo Meeting and GoTo Webinars video conferencing and webcams.

Skokie, IL

• Provided help desk support for all internal users.
• Upgraded Windows XP corporate issued systems to Windows 7
• Troubleshoot/upgrade hardware and software as needed for all corporate applications and systems.
• Troubleshoot/resolve issues involving Microsoft Office, Windows XP/7, Active Directory and Oracle.
• Consolidated and reworked all existing knowledge base documentation for Microsoft SharePoint implementation.
• Developed applications using Visual Studio to assist Service Desk Agents in completing issue resolutions (i.e. Microsoft Outlook OST file fixes).

• Provided technical support to external customers on all electronic products, via Phone/Email/Chat.
• Managed technical assurance for customer facing applications.
• Testing & documentation development for product releases. Created PHP/MySQL knowledge base.
• Resource desk for other technical support personnel.
• Developed a tool to login to CCH Research Networks.
• Created reports on call drivers for senior management and supervisors.