John Mark Logan Email & Phone Number

Select, develop, and evaluate personnel to ensure efficient Helpdesk TeamManage and assign work to technical staff to ensure timely and effective response to corporate needsWork with the IT Infrastructure and Security Managers to implement and maintain cyber-security solutionsWork with the IT Infrastructure, Security and IT - Data Processing managers to maintain Shentel's PCI complianceParticipate in project meetings regarding security access and helpdeskCoordinate and lead all tasks associated with Helpdesk and User AccessKPI and SLA Reporting and EnforcementProvide training to Helpdesk and Access staff on operational and implementation procedures, troubleshooting techniques, and new hardware technology solutionsCoordinate company wide application and security device upgrades and expansionsDesign, procure and implement all endpoint devices, including associated software Manage Hardware and Software AssetsBuild and distribute endpoint devices including laptops and desktops.Printer Maintenance and ManagementMonitor and report on systems performance and network outages.Manage Vendor relationshipsManage capacity planning and continual assessment for process improvement to ensure that processes are well-documented, sustainable and scalableProvide monthly reporting and identify and solve for repeat ticketsPrimary point of contact for CAB meetings (Change Advisory Board)Responsible for Quarterly Security Access AuditsResponsible for Application LicenseMonitor ongoing practices to ensure consistency with policies, compliance regulations and control requirementsResponsible for Project Management and Business Analysis of all endpoint software applicationsDocument new processes and procedures and standardizationsResponsible for following, supporting, and enforcing all internal control processes and proceduresWork with IT Leadership to manage annual Helpdesk budget for applications and hardware

Designs, implements, maintains and supports the company’s data center, servers, and storage to including applications. Designs, monitor and respond to issues preventing effective Disaster Recovery within and between data centers. Assist in Design implementation maintenance and support of Corporate network infrastructure, including remote location routers and switches and VPN infrastructure

Management, administration, operation, security, and maintenance of all corporate server-based support systems and services. Manage and maintain servers required to support all Shentel internal and Internet facing services running in a 24x7 operational environment. Responsibilities also include designing, deploying, and maintaining servers based on a mixture of Windows and Linux based operating systems. Assists with the evaluation, design, and maintenance of existing and proposed data and storage networks.

Provide Telephony Design, Engineering and Troubleshooting as needed.

• Maintain AVAYA phone system and supporting servers and applications for 24/7 NOC, retail stores, business offices and Customer Service Centers, across geographically diverse sites• Collaborate with all Care Management teams to ensure proper technical resources are available and being used efficiently, and advise on use of metrics for measuring success.• Vendor relations and Contract negotiations• Manage and prioritized the demands of systems projects, systems maintenance, and systems outages• Create yearly and long term strategy for all AVAYA systems

• Supervise 24/7 systems team, including technicians and administrators• Maintain phone system and supporting servers and applications for 24/7 NOC and Customer Service Centers.• Collaborate with all Care Management teams to ensure proper technical resources are available and being used efficiently, and advise on use of metrics for measuring success.• Vendor relations and Contract negotiations• Manage and prioritized the demands of systems projects, systems maintenance, and systems outages• Created a stable, efficient, and innovative Customer Care support network• Improved response time for upgrades and implementation of new technology • Manage Capital and Operating Expense budget • Create yearly and long term Systems strategy

• Designed and implemented multiple new call center phone systems and routing including voice over IP• Maintained seven customer care centers, one retail store, and corporate head quarters• Designed and maintained company IVR, including 800-Services• Maintained call center voice network (PRI , LD Services and VOIP)• Maintained call center systems (Software and Servers)• Implemented new product installations ( Automated voice services, Call Center Management software, etc.) • Prepared yearly capital and expense budgets for customer care systems

· Maintained call center voice systems· Administered multiple Avaya Definity G3 switches and other servers related to voice and information systems· Managed integration activities of new systems and implemented solutions to improve call center statistics and call flow effectiveness

· Supervised Customer Care Representatives · Trained Customer Care Representatives · Monitored calls statistics and attendance · Developed more efficient methods of implementing current systems and processing new projects

Coordinate and administer the Latino show "Sabado Cultural."Highest rated show at WXJM.Interview guests, edit promotions, and announce public service bulletins.

Bachelor Of Arts, Psychology

Aa&S, General Studies