Mark Christopherson Email & Phone Number

Minden, Ia, Us

Greater Minneapolis-St. Paul Area

• Cloud Architecture and Security Consultant for migration from 20 year old .NET on-premises EHR database to a from-scratch custom developed cloud-based EHR system using node.js and React on Heroku and Azure.• Liaison between remote EHR development team, local project manager, board member for project oversight, and end users; Translating requirements up into design information and built functionality back down into training for end users.• QA Testing and Bug Reporting for new releases.• Infrastructure Maintenance and Systems Administration for legacy on-premises and cloud platforms.

Eden Prairie, Mn

Eden Prairie, Mn

Consulting on VMWare solutions from 5.x to 6.5. Citrix Server farms, Firewalls, High availability site connections in the Midwest, Switching, VLAN maintenance and configuration, SAN solutions from Nimble to EMC to Tegile and scaling the solution to cost options and availability needs.On premises Exchange Management on legacy installs.Forest functional upgrades on legacy domains.Redundancy checks for backups and offsites.Baremetal restore tests.For smaller clients:Provided lynchpin affordable network solutions for smaller clients experiencing difficulty growing beyond the SOHO equipment their previous providers had deployed.Set up VPN tunnels and assisted with troubleshooting PKI setups for both websites and vpn connections.Established site-to-site static tunnels between home grade routers of different brands to support legacy devices because a client had already purchased them.Network design, architecture, and support for various clients.Recurring support on contract as needed for physical and virtualized server environments.

Burnsville

Responsible for escalations and unknown software from on-boarded clients.Documented solution steps regularly in multiple places and communicated with technical support staff regularly to disseminate knowledge.Performed on-site visits with some customers that required extra leveraging of infrastructure and networking knowledge.Coordinated team efforts with regards to dispatch priority and created an entire subject matter workflow for the ticketing system (connectwise).

Responsible for assisting in the management of the Desktop Services and Help Desk teams supporting 1800 users in multiple office and geographic locations. Assists in the facilitation of communications with business users, vendors, teammates, peers, management, other teams and departments within Integra. Interfaces with all levels within the company.Assisted the Desktop Support Services Director in information gathering, documentation and designated supervisory functions.Assisted and participated in the leadership guidance, direction, planning, research, testing, and implementation services to migrate to new version upgrades to enterprise software and hardware environments, directly causing multiple changes in direction due to feasibility and functionality.Acted as the technician who lead and monitored the resolution of higher tier user problems related to networking, servers, workstations and applications. Participated with desktop support services and system administrators in the resolution of more complex software and hardware problems. Provided status updates on all open tickets at negotiated intervals with internal users. Also responsible for company-wide escalation of trouble tickets with internal parties as required for both communiques and path-to-resolution.Assisted in creating and maintaining desktop services policies and procedures including identification, prioritization, and resolution of end user service requests.Acted as an escalation point for after-hours on call issues taken by the desktop support services team.Participated in Change Management and SLA Management using the ITIL framework.Assisted in leading all project management for key desktop support initiatives cross-country, coordinating technicians and contractors for various remote offices without permanent on-site IT staff.Worked closely with all ITIL processes affecting internal employee support, including outage, problem, and root cause tracking.

In House - Bloomington, Mn

Ensuring adequate coverage for the MSP customer's environments so that the network infrastructure was running effectively at all times. This included near-continuous monitoring of all services during business hours and some unpaid 24x7 coverage for certain contracts that I did voluntarily.I was responsible for proactive monitoring of alerts and advance configuration of alerts as new problems occurred using Kaseya, Connectwise, Exchange, SNMP, and anything that could be done to notice a problem before it impacted a client.Other responsibilities included ensuring that every reasonable contractually obligated effort was made to restore service as quickly as possible in the event of an outage when other technicians who would normally be in charge of a client were already booked on other projects projects.I coached and mentored technicians to ensure personnel were working issues as efficiently and accurately as possible with team oriented professional culture as a priority.I also worked often with Field Technicians and Project Managers to provide operational perspective to network upgrade and augmentation projects so that they were educated for pre-sales meetings.Worked to meet or exceed expected reliability standards and to push for work to be more efficient in the effort to not overload current staff. One of the initiatives I pushed was pursuit of regular, timely software renewals for customers in connectwise with the sales department so that SSL certs and other such things did not generate emergency tickets or calls.

In House - Bloomington, Mn

One of two primary non-management go-to resources for the entire in-house staff of technicians.Chief amongst the escalations were questions involving citrix, dhcp, dns, ucc certs, and anything involving exchange.

In House - Bloomington, Mn

LITS IT Helpdesk Legal VectorFocus on support for lawyers and paralegals. Emphasis on document management software like prolaw, opentext/dm/hummingbird, and a great many office suite plugins.The team was ultimately rolled in to a General Helpdesk due to a lack of Level II personnel, with queue priority given to myself and one other person for legal clients.

Plymouth, Mn - Travel As Required

Formerly Engineering Reprographic Systems during my tenure. Helpdesk Supervisor, Level 3 Server Support, Network Engineer, Server Deployment Technician, Assistant Hiring Manager.24/7/365 on-call with my personal cell phone number on the wall at several hundred client sites.Regularly responded at all hours and often remoted in from home to solve someone's server problems.Did a great deal of traveling to deploy servers that I had built for any number of several custom applications and trained staff at client sites on how to use them.

On Site

Wiping out rootkits/saving data that other consultants could not manage to remove and/or save.Some back end website design with php/mysql combinations, coldfusion, or ASP (vb6, not .NET) with T-SQL.Virus removal.Website creation advice.Network infrastructure consulting for small and medium businesses. General IT consulting, especially disaster recovery for businesses.Some AD Group Policy work for clients.

Wayzata, Mn

IT Technical Analyst for Legal; IT Technical Analyst for Strategy and Business DevelopmentDocument management support, backup administration, 3rd party plugins support for Office Suite tying into legal formatting, SQL 2000 work for Hummingbird, and repairing broken vba macro implementation in office 2003.Supported multiple backup, vpn, and mail solutions across several departments.Recognized for performing the quickest to-date desktop roll-out of over 400 machines with absolutely no interruption to the staff on hand and very little overtime or after-hours work.(I just used a vbscript I wrote to edit the registry and detect the default printer while changing the server name. It was cool at the time, but all I had to do was get management to test it and link it into the login script bat files and.....there it was, but I taught it to myself on the fly.)

New Hope, Mn

Responsible for updating Excel spreadsheets with ODBC connections to the SAP database for timely delivery of perishables and other duties as assigned via my abilities.Duties included:On-location service for SAP-related display malfunctions for order pickers including local wiring difficulties due to the -40F deep freezer location and 120F heat malfunctions on the LCD displays in the dry goods area at height.Assisting the rest of the IT team by installing OWA via CD due to the version of outlook.Training with regards to the NT4 to win2k upgrade.Successes:Penetration testing a customer-level windows 2000 kiosk for the COO to ensure GPO applied to everything and the machine could only be used to access the company website.Streamlining the shipping process via computer cross-communication without software other than windows, mapping drives without space on the DC and with no file server via "net use" instead of relying on printouts and thereby assisting in more timely departures for the company's product.Teaching upper office staff to use MMC-> Send Console Message for emergency alerts with regards to production problems because the management culture didn't like phones