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.•Collaborated with stakeholders, management, and offshore contractors with excellent communication skills.

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 •Monitor the Service Desk First Call Resolution metrics •Work with Management to review concerns and implement solutions •Resource for escalation issues; first & second level support•Troubleshoot/Resolve issues involving all hardware, Microsoft Office, Windows XP/7/8/10, Active Directory, Oracle and Salesforce including Windows OS upgrades. •Work closely with Desktop Architect and QA new images to ensure alignment with Corporate, End User and Security standards. •Compliance with quarterly SOC audits

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.•Setup and support of all mobile devices including iOS, Windows, and Android operating system devices.•Install, configure and troubleshoot Donovan Data System and Talent Partners/Extreme Reach applications.•Provide levels 1 and 2 support to multiple offices.•Update inventory of software licensing and computer workstations and laptops.•Maintain vendor relationships including CDW, Dell and Zones.•Configure/Deploy software library packages.•Create scripts for automation of workflow.•Create applications using Visual Studios vb.net to help team members.•Knowledge base documentation creation.

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.•Administration of I3 phone applications and user roles.