Mark Spence Email & Phone Number

* Responsible for monitoring, second-level support, reporting and documenting of multiple Department of Defense, Army and Military Health System (MHS) applications* Researches, adds, updates and closes 240+ stakeholder requests per month for MHS-related actions to the MHS Cyberinfrastructure Services (MCiS) calendar in support of over 140 military hospitals and clinics* Prepares and hosts monthly meetings of the MHS Infrastructure Configuration Coordination Board (MI-CCB), including agendas and minutes preparation and distribution* Creates weekly site outage slides for delivery to Defense Information System Agency (DISA) headquarters, and records daily MI-CCB statistics, which are cumulatively reported to DISA and MCiS stakeholders on a monthly basis

* Researches, resolves and document support calls for the InTELEbill telecom billing package* Runs customers’ routine billings, from uploading their initial data through printing and quality-checking the final printed statements* Configures, maintains and troubleshoots multiple HP LaserJet 8000 and 9000 series printers

* Troubleshoots, resolves and documents worldwide 3rd-level support calls for Hewlett-Packard's Motive-based Instant Support, Enterprise Edition (ISEE) application* Compiles and publishes Service Level Agreement, Product Support Plan and other support process-related documents* Administers and maintains two networked Windows Server 2003 support environments, including image creation (using Ghost) and patch testing

Investigates, resolves, tracks and documents 40+ in-bound customer phone and email contacts per day for a major Internet email provider (POP3, IMAP and MS Exchange)

Conducts class and tutors in Literature and English Composition. Duties include syllabus creation, in-class instruction, assigning and grading student papers, one-on-one tutoring sessions, and generating final student grades

Assesses training needs, and develops new technical support agent training and in-house process documentation

* Serves as escalation contact for IT department managers in 5 Fortune100 accounts. Researches critical product and process issues through internal sources, and provides closure to the various accounts’ IT organizations* Prepares and delivers quarterly status reports to both sales teams and accounts. Utilizes both personal records and journals as well as company-generated database reports and charts

* Drives the development, scheduling and implementation of technical training to Home Products Division's worldwide service and support partners* Researches, writes and updates a variety of technical specification sheets, FAQs and user’s notes for HP’s Pavilion line of PCs in conjunction with R&D, Support and Marketing resources

* Manages worldwide technical escalations between HP’s support providers and R&D/QA organizations for the Pavilion home PC product line* Evaluates multiple, daily on-site service requests coming from the call centers to determine their validity, typically returning 67% of them to the call centers for further troubleshooting

* Procures and tests PC-based peripherals, operating systems and software packages in order to determine their compatibility with HP's tape drives and associated software* Responsible for telephone technical support of QIC-40, 80 and 02-type tape drives in MS-DOS, Windows 3.1, System V UNIX and XENIX environments * Setup and worked multiple trade shows and conferences through the 1990s, including Comdex, PC Expo and CeBIT