Mark Wampole Email & Phone Number

Team Management and Leadership: -Lead and mentor multiple teams consisting of 25+ IT professionals, including Service Desk Agents, Engineers, and IT Site Operations.-Provide guidance and direction to the team, fostering a positive work environment and promoting a culture of continuous improvement and accountability. Service Delivery Management: -Oversee and ensure the effective delivery of IT services, meeting or exceeding agreed service levels and adhering to Service Level Agreements (SLAs). -Monitor and analyze service performance metrics, including incident resolution time, response time, and customer satisfaction, and take proactive measures to improve performance. Relationship Management: -Collaborate with key stakeholders, including business leaders, clients, and vendors, to understand their IT requirements, align services with business objectives, and ensure customer satisfaction. -Conduct regular service reviews with clients to address concerns, communicate service improvements, and identify opportunities for enhancing IT support. Incident and Problem Management: -Oversee the Incident Management process, ensuring that incidents are appropriately logged, classified, and resolved within agreed timeframes. -Drive root cause analysis and problem-solving efforts to prevent recurring issues and improve overall system stability. Change Management: -Facilitate the Change Management process, ensuring that IT systems and infrastructure changes are planned, communicated, and implemented effectively with minimal disruptions. Budget and Resource Management: -Collaborate with the IT leadership team to develop and manage the IT service delivery budget, ensuring cost-effective resource allocation and optimal service delivery. Continual Service Improvement: -Continuously review service delivery processes, identify improvement areas, and implement best practices to enhance overall service quality and efficiency.

Appleton, Wisconsin, United States

-Proactively manage client related technologies to help maximize the value to the business -Third-tier support of PC hardware & software, printers and other computer related equipment -Work with vendors to evaluate new technology -Make recommendations for technology related equipment and software purchases -Work with outside vendors to resolve issues -Manage vendor provided services and contracts -Assist business partners with planning and budgeting technology lifecycles for hardware and software upgrades -Ensure all end user devices meet corporate security profiles -Ensure software use is compliant with manufacturer’s license agreements -Update and maintain technology knowledgebase with troubleshooting content

United States

Appleton, Wisconsin

Exchange Admin Center - DL Management/User ManagementMalware Mitigation Cyber Security Phishing TestingActive Directory Management - Security Group Creation, Add/Remove Users, OU ManagementNew User SetupsSharepoint AdministrationIOS/Android Support - Samsung Knox/MobileIronA/V Maintenance/InstallationWindows 7 – Windows 10 MigrationTablet Administration/SupportHardware/OS/Software SupportTelcom Configuration/Support - MitelAsset Database inventoryProcess Flows & Call-Tracking Tools: ITIL Certified, BMC Track-ItSoftware:MS Office (Word, Excel, Outlook, PowerPoint, Access); CanIt, Salesforce; anti-virus programs, Cisco AnyConnect, SCCM, MMC, Config Manager, Event Viewer, Active Directory, IBS/AS400, PC Mover, Skype for Business, Mitel, LogMeIn, Docuware, Petroman, Robot, Salesforce, Ventus, Fortis, Snag It, SolarwindsBrowsers:Chrome; Safari; Firefox; MS Edge; IE; OperaHardware: PCs, Laptops(HP/Dell), Telephony Systems(Mitel), Printers(Canon/HP/Lexmark), Tablets(Samsung/Apple), Smartphones(Android/iOS, Switches/ModemsNetworking: LAN & VPN/Remote ConnectivityPlatforms: Windows, iOS

Appleton, Wi

• Managed a team of 6 Tier 2 employees• Multi-function Printer hardware maintenance• Projector maintenance and setup• Asset database inventory• Software installation (ie. Adobe, Microsoft, OSX, Windows (XP,7,8)• Client specific software(SAM Broadcaster, G2 Bulk Mailer, SQL Express, Cisco VPN/Shrewsoft VPN, Mathematica etc..)• XP to Windows 7 Enterprise migration for special hardware at college campus level. (College Radio Station, Physics equipment, Chemistry equipment, Omega equipment)• Wireless network troubleshooting• Tablet/Smartphone support (Android, IOS, Windows)• Hotline support for emergency technical problems• End user technology training• POS cashier computer support• A/V Sound cabinet support• Desktop/Laptop/Monitor/Docking Station hardware part replacement

Appleton Wi

• Entered customer’s personal information into a Store Control System database.• Made secure bank deposits and change orders.• Successfully created a product return system to increase efficiency by 80%.• Gained the training, allowing me to work in 3 different positions within a fast paced environment.• Used Microsoft Office programs (Excel, Office, PowerPoint, etc…)

De Pere Wi

• Working in a Global Environment with people from around the world.• Extensive use of Oracle Applications• Thorough experience using Nimsoft Software.• Tier 1 computer support for clients, creating 30+ tickets per day• Fast paced environment monitoring alarms.• Experience using Cisco Meeting Place.• Create Training Documents/Videos.

Neenah, Wi

• Assist employees with troubleshooting/repairing computers.• Create ISO boot images.• Hard drive disk cloning using different software programs.• Adding/Removing devices to or from the domain.• Setup POP/Exchange Server email accounts• Upgrading outdated computer hardware.

Associate'S Degree, It Networking/It Computer Support, 3.9

Hands on experience learning a variety of tools to use in the Information Technology Field.

Highschool Diploma