Mark Mayton Email and Phone Number

24x7 Tier 2 and Tier 3 on-call support for multiple critical web based Customer Care applicationsSpecialized in supporting of enterprise level Windows 2003 and 2008 server environments. Extensive experience with troubleshooting of .NET web based applications, IIS administration , and SQL Server performance analyticsHelped increased system availability for supported applications to average 99.99% and maintained an increase in availability overall each quarterWorked as technical lead support and administrator for data center migration/upgrade of server hardware and software for both the KANA ERMS(Email Response Management System) and Primus(Knowledge Base) customer care application suites. Support lead in development of disaster recovery failover method for mission critical Customer Care based applicationsInvolved in testing and implementing application deployment (upgrades, enhancements, fixes, etc.)Created and maintained technical documentation of system designs, on-boarding/training material, and standard operating proceduresProvided daily Tier 2 and Tier 3 support to minimize technical issues and improve the overall customer experience.

Provided IT support for T-Mobile employees in the following fields. Domain Administration-restrict access to network shares/user groups, installation of software via Active Directory.Exchange Administration-prohibit access to distribution lists/special mailboxes, BES Administration Software Installation-via approved GPO software list. Problem solving analysis and conflict resolution

Provide technical support for Verizon and WellPoint employees in the areas of:Domain Administration -utilizing Active Directory, User Manager, Novell Console One, and Server ManagerRemote Access -including Contivity VPN configuration, renewing/revoking DigitalID certificates, and RSA SecureID AdministrationLotus Notes Administration – Configuration of user accounts, installation of software, functionality trouble shooting Mainframe Administration-account configuration utilizing Attachmate Extra terminal emulation software