Mark Wharton Email and Phone Number

Develop detailed performance metrics and supporting data storage to allow initial creation of performance baselines plus regular weekly processes for capturing and analyzing changes for new and existing video card driver software changes. Set up scheduling to guide compilation of this information and to allow on-demand sessions when required. This work was done to assist in the creation of a new performance monitoring team. • Provide quality assurance for software developers to identify defects in discrete graphics card drivers. • Document and investigate reasons for bugs in software, hard system hangs, or software malfunctions to provide information on the state of each graphics card architecture and assist with debugging through hardware and software. • Analyze change logs to isolate the introduction of and sources of issues. • Support unreleased graphics cards to prepare for consumer launch and current generation cards. • Communicate causes for video card malfunctions to software developers via ticketing software JIRA. • Resolve general technical and other environmental issues. • Assembled desktop computers from scratch using various components.

Provide quality customer support via phone and in-person utilizing a ticketing system ensuring efficiency and problems are solved as quickly as possible. Document all the problems found, and the actions taken to correct same. Ensure new issues are identified and their solutions added to Procedures Manual. • Maintain and set-up faculty and staff desktops and laptops, as well as resolve any issues or concerns. • Set-up email services on smart phones for students and faculty/staff. • Assist with classroom projector and printer connectivity and functionality issues. • Mentor and train new student employees on proper procedures to allow them to effectively assist customers.