Mark Yates Email & Phone Number

United States

CISCO Call Manager, CISCO Unity

Saginaw, Michigan, United States

Saginaw, Michigan, United States

Saginaw, Michigan Area

Support all computer systems for AT&T global, third level support which consists of imaging, software installation, configuring and troubleshooting with emphasis on first call resolution and maintaining services levels.

Saginaw

Support and maintain all computer and computer related systems including Branch Servers, peripherals and basic network troubleshooting for the user community. Troubleshooting of systems are done remotely, or in person as needed to resolve hardware and software related issues. Provide the end-users with assistance, guidance and training when necessary while maintaining a timely and accurate Service Level Agreement. Maintain detailed records of work performed, priorities, schedules and status of open support requests. Provide daily guidance for the Desktop Technicians by providing leadership, training and 3rd level technical support for service requests. Additional job functions include: computer imaging, update and installation of software through SCCM, and the use of PowerShell to automate processes.

Freeland, Mi

Support of all computers hardware and software, computer related peripherals, with a priority of putting the customer first. Maintain and document procedure and corrective actions. Work on special projects, keep management informed and up to date.

Flint

Analyze and diagnose all systems used at Huntington Bank, Recommend/Implement corrective solutions. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related network systems, hardware and software in order to deliver quality service to the customer.Sustain quality customer relationships by keeping customers informed of request order status, providing follow-up calls after the request order is completed, adhering to timely communications with an emphasis on quality service.Accurately document request orders, weekly status reports, time tracking system, and troubleshooting information/documentation relative to area of responsibility.Develop and maintain inventory and disposal records of all computer related equipment for respective area.

Career OverviewResponsible IT Service Management Specialist with comprehensive experience in Application Support, Data Center Management, Disaster Recovery Management, Security and Problem Management. I have extensive experience in monitoring, tracking, and evaluating IT infrastructure incidents.ResponsibilityData Transmission and file moves• Sterling Integrator• RJE BARR• Connect DirectSecurity and System Monitoring• Solarwinds• HP Service Manager• SecureworksBackup Software• Symantec Backup Exec• EMC AvamarData Center Management• Order and coordinate Data Center assets, Liebert Air Handlers, Servers, server racks, overhead cable management. Over see annual testing of the fire suspension system and power distribution system.Disaster Recovery • Wrote recovery plan, worked with IT and the lines of Business to coordinate and execute the recovery.Application SupportSupport and maintain numerous of applications in the corporation Desktop EngineerSupport and maintain all computer and computer related systems including Branch Servers, peripherals and basic network troubleshooting for the user community. Troubleshooting of systems are done remotely, or in person as needed to resolve hardware and software related issues. Provide the end-users with assistance, guidance and training when necessary while maintaining a timely and accurate Service Level Agreement. Maintain detailed records of work performed, priorities, schedules and status of open support requests. Provide daily guidance for the Desktop Technicians by providing leadership, training and 3rd level technical support for service requests. Additional job functions include: computer imaging, update and installation of software through SCCM, and the use of PowerShell to automate processes.CertificationsITIL Certificated eIQnetwork System Engineer

Master Of Computer Applications - Mca, Unix, A

Education record