Mark Duffie Email & Phone Number

Sumter, South Carolina, United States

Sumter, SC

- Maintain and support existing website.- Design and implement new website based off of WordPress CMT.- PHP, Javascript, HTML5, and CSS programming to create custom a completely custom WordPress theme.- End-user training to use custom post types for various department including job posting, crime report, 'In The News' and the 'This Week' page.- Created and.

Sumter, South Carolina

• The main focus of this job has been to integrate best practice ITIL processes into existing college process in order to improve Incident and Problem Management procedures.
• My Main initiative was to create a better workflow towards a single point of contact with faculty, staff, and student base.
• Worked with College Executive Leadership to develop Service Level Agreements that better define what ILT was responsible for supporting as well as expectation for how quick different levels of issues would be handled.
• Supervised every aspect of college help desk with a team of 7 employees.
• Created end-user and technician documentation related to Smart Phone and Mobile Device email synchronization and support.
• Managed requests for new mobile device setup as well as troubleshooting of existing ones across multiple brands and platforms.

Chicago, IL

• Re:Sources was the IT organization of a multi-branded advertising agency, and was a very ITIL oriented and Six Sigma project based organization.
• Project Manager from beginning to end of defined customer projects in every aspect of a large multi site and constantly growing international IT organization.
• Coordinated with brand and customer CIO’s and CFO’s, to get approvals of budget and project details organized.
• Worked on a large number of user and location move projects that involved new build out of IT and telecom infrastructure, server space, network printers, and user space to ensure every aspect of the move happened in a.
• Worked on a wide variety of projects that range from email migration, hardware and software rollout, SOX compliancy audits, Help Desk tool replacement, moves, and more.
• Managed day to day tasks of the level two PC and Mac Support team that consisted of local and regional field support techs across multiple sites consisting of about 20 technicians, and over to 10,000 customers.

Schaumburg, IL

• Acted as a lead Technician and point of escalation as well as delegated tasks between regular store technicians of the five stores within my region.
• Covered all Apple warranty product repairs within my region since I was one of the few with the correct certifications.
• I finished onsite and in-store repairs that were escalated from lower level technicians.
• Did onsite delivery/setup, field service repairs, and installations of peer-to-peer networks to homes, businesses, and schools.
• Provided phone support to other CompUSA stores for technical support as needed.
• Performed warranty repairs on various brands as authorized by CompUSA or manufacturer certification including: Apple, Compaq, Toshiba, HP, IBM, Sony, Packard Bell, NEC, Acer, and Motorola.

Columbia, South Carolina

• Performed all warranty repairs on Apple computers, printers, and monitors.
• Performed onsite service and consulting for companies including: Blue Cross, SC Forestry Commission, The Ad Company, University of South Carolina, Southern Baptist Convention

Rolling Meadows, IL

• Performed out of warranty repairs, upgrades, and configurations on computers.
• Restored and maintained in-store and returned computer systems.

Schaumburg, IL

• Interacted directly and over the phone with customers in order to meet their needs in a high volume retail superstore environment.
• Acting as a multipurpose employee, I could work in every department of the store including: warehouse, corporate sales, inbound phone operator, sales floor, upgrades department.
• I was repeatedly the highest ranking sales person for services, extended warranties, and actual volume of total dollars.

Associate Of Science (A.S.), Graphic Design

Study Graphics Design.

Computer Information Systems

Study Computer Information Systems.