Mark Dube Email & Phone Number

Petaluma, Ca

• Provide support to end users in a mixed computing environment (Macintosh OSX, and Windows 7 PCs).• General IT troubleshooting and support of the Enphase Energy computing infrastructure including computers, network (wired and wireless), VOIP phones, and peripherals.• Administration of Active Directory• Administration of Gmail, and Google Groups, Google Apps• Create and update documentation for user knowledge base and internal policies and procedures.• Research and recommend software, hardware and vendor services.• Perform software testing and responsible for Desktop Quality Assurance.• Monitor backup activity and restore files when needed.• Responsible for administration of IP phone system.• Responsible for on-boarding and orientations for new employees regarding Enphase Energy’s computing environment.

Dover, Nh

Lead Technical Analyst for Liberty Mutual’s Risk Management Information Systems (RMIS) group and first point of contact for customer facing application/operational issues. • Reviewed infrastructure changes weekly to identify impact on applications. Changes reviewed included Firewalls, Networks, Application Interface Partners, Mainframe, Databases, Extranet environments (Web Servers, Websphere Application Servers, Siteminder, LDAP). Determined level of testing required within our applications and coordinated Quality Assurance testing after change implementations.• Supported and managed a Data Center with 40+/- Servers including Application/Database Servers, Domain controllers, File, Web, and FTP Servers.• Supported critical RMIS, Business Intelligence, CRM and other applications in Development, Test and Production environments. Application availability was greater than 99.9% within established Service Level Agreements year-to-year. • Leveraged Business Performance Management and Hardware Performance Monitoring software and tools to detect issues and achieve high availability of applications.• Performed Hardware and Operating System upgrades (NT > Server 2000 > Server 2003). Upgraded firmware and all supporting software running on servers to stay current with vendor supported versions.• Ordered and built high availability servers addressing future capacity needs.• Successfully managed large complex projects with high visibility in the Enterprise.• Authored highly detailed Business Requirement Documents to develop the next version of Liberty Mutual’s RMIS application.• Provided Level 3 Desktop Support for Liberty Mutual’s RMIS organization.

Portsmouth, Nh

Provided Desktop Support and Domain Administration to users within the RMIS group.• Acted as Level 3 support for prompt resolution of customer reported issues with RMIS applications.• Managed projects of moderate scope and complexity.• Trained Customer Service Analysts and Level 2 Technicians on troubleshooting technical issues.• Performed Quality Assurance testing for RMIS applications and Desktop applications.• Established pilot groups for testing Enterprise application rollouts.• Coordinated testing and scheduled rollout for the upgrade of Desktop Operating System (Windows 95 > Windows 2000 Professional).

Portsmouth, Nh

Provided application training and support for RMIS application to Liberty Mutual customers. • Assist customers in development and generation of Custom Reports.• Assigned to support Liberty’s largest accounts and policyholders.• Travel to Customer Offices to complete software installations and provide on site training.• Research and answer questions related to Claims data for any line of insurance (Worker’s Compensation, Auto liability, Auto Physical Damage, Property, General Liability).• Troubleshoot application or connectivity issues.• Publication and distribution of Quarterly Risk Management Newsletter to Customers.