Mark Ferguson Email & Phone Number

Las Vegas, Nv, Us

Maintaining supply chain management of all computers and peripherals worldwide. Part of a team who implemented and deployed Okta, Jamf, Microsoft Intune(Azure) throughout the company. Ceated new documentation for employeess on how to use new technology such as Zoom, Jamf, Google processes, and instructions for on-boarding Skillzians. Deploying computers to new hires remotely and streamlining process changes during the Covid pandemic. Assisting other departments meet new and unexpected challenges such as legal discoveries, QA device management, and Apple developer portal management etc.

Portland, Or, Us

Assisting businesses economically choose the technology solutions, developing solutions from inception, helping with special projects or providing ongoing monthly maintenance support. Emergency PC repair, integrating MAC into a Windows environment, or vice versa. Also assisting clients with their managed services, as well as providing them with best practices in network security,,

Providing support for all computer network activities relating to HealthCo’s computers systems including corporate and data hosting infrastructures. Managing the HealthCo wide-area-network and local-area-network including servers, workstations, printers, wire management, IP phone system, premise security system, firewall, wireless routers/access points, co-location facility equipment. Monitoring and maintaining disaster recovery requirements for the corporation as well as regular review as defined in company’s disaster recovery policy. Install and maintain all HealthCo owned hardware/software in a method consistent with corporate expectations.

Us

Daily monitoring of performance and weekly metric reporting to ensure incident management met (SLA’s), and (SOP’s) for software installs, new hire and termination processes. Project planning with other IT groups where the main focus was customer impact. Facilitate training for Help Desk personnel, test fixes to ensure problem(s) have been adequately resolved. Evaluate documented resolutions and analyze trends to prevent future problems. Improve existing documentation and procedures. Develop help sheets and FAQ lists for end users. Help develop and maintain IT intranet content for end users. - Migrated over 100 users from on premise Exchange to Office 365 using MigrationWiz to transfer users’ email over the internet. - Managed Active Directory and Office 365 using Powershell. Syncing both environments through Microsoft Azure Active Directory Sync. Supporting 150 users, 80 users using GoToAssist, GFI LanGuard for deploying updates and software installs, as well as managing Anti-Virus and hard drive encryption with Symantec Endpoint Protection Manager\​Encryption Desktop, physically securing company IP. Mobile device support in a hybrid BYOD environment, allowing employees to select which smart phones or tablets they get to use. - Managed and developed the Helpdesk system “footprints”, integrating LDAP and email, creating Knowledge Base entries, developing friendly forms and fields for HR, EH&S, Facilities and IT departments.

Chestnut Ridge, Ny, Us

Maintained IBM Lotus Domino/Notes environment that housed the vital company databases including Document Control, Finance, Legal, process tracking, bugging, fixes, asset tracking, and sales (CRM). All together over 100 separate databases, on over 20 servers worldwide. Tasks included finessing older DB’s to work correctly and replacing with newer DB’s when needed, re-routing mail topology for efficiency, replication scheduling for redundancy and mirroring, creating/editing connection documents for server communication, and managing access to resources. Implemented security certificates for secure mail delivery over TLS.  Improved Wi-Fi in building by implementing Meraki Access Points which avoided interference and channel overlapping. - Helped Migrate 20 physical servers to Virtual Machines running on VMware ESX and Netapp Filer. - Nominated for 3 Employee of the Month recognition awards during my tenure at Teledyne LeCroy. - Provided support to local and global users, as well as changing domain email addresses when LeCroy was acquired.

Daily monitoring of performance and weekly metric reporting to ensure incident management met Service Level Agreements (SLA's) for a newly implemented Service Center in a very demanding and fast paced Pharmaceutical company. Contributed in creating Standard Operating Procedures (SOP's) for software installs, new hire and termination processes. Project planning with other departments in IT on new deployments and systems upgrades where my main focus was customer impact. Provided outstanding communication regarding root cause analysis and solutions to customers, as well as company notice of service outages. Preformed routine asset inventory management of server's, desktops and laptops. Training Helpdesk department on answering and resolving incoming client support tickets, as well as setting a standard for high customer service through hands on experience and setting a level of example for the rest of the department to follow. Our department supported requests in a courteous and professional manner involving pc's, laptops, and server applications; telecommunication support; email, calendaring and handheld platforms (Palm, BlackBerry, and Windows Mobile), video teleconferencing solutions support; remote access user support. Escalated problems (when required) to the appropriately experienced technician(s). Obtained and documented pertinent end user information, nature of problem and location of issue.Tested fixes to ensure problem(s) had been adequately resolved; Evaluated documented resolutions and analyzed trends to prevent future problems; Improved existing documentation and procedures; Developed help sheets and frequently asked questions lists for end users; Helped develop and maintain IT intranet content for end users. Supported conference rooms Polycom VSX conferencing series and VTX sound stations.

Rtp, Nc, Us

Primary contact for Backup Operations using Veritas Backup Exec/ArcServe and Overland tape system for backup/restore necessities. Local support for all Help Desk requests (400 users nationwide). Deploy machinery and train users in the use of their computers and software (both commercial and homegrown). Maintenance of phone systems, Call Pilot for Voicemail and Nortel Telephony for phones. Assigned and distributed logins for new hires, along with deleting terminated employees’ accounts in Active Directory. - Managed the process of migrating 200 users from Exchange to Lotus Domino. - Nominated for 7 RACS (Random Acts of Customer Service) recognition awards.

Primary contact for Help desk requests. Administrated a cross-platform, and daily data entry of Microsoft SQL Server. Hardware procurement of 140 workstations locally and 1,600 nationwide. Traveled regionally to facilitate the smooth running of office moves and system upgrades on a regular basis. - During headquarter relocation, priced moving companies and organized the entire staff to move in less than 2 days with 1 day of down time. - Nominated for 14 “Above the Line” recognition awards.