Mark Johanson Email & Phone Number

Novi, Mi, Us

Ann Arbor, Mi, Us

• Assessed and implemented Microcode updates to secure 150 servers from the Downfallvulnerability.• Utilized msr-tools for interim patching of 200 servers susceptible to Zenbleed, pending the releaseof OS patches.• Improved endpoint visibility by implementing SIEM solution using Wazuh and Elasticsearch.• Introduced FreeIPA, resulting in enhanced authentication and replacing our aging LDAPAuthentication system.• Increased productivity by utilizing salt configuration management across our 1000+ Shared,Reseller, and Internal Servers. As well as our 3000+ VPS Server Environment.• Transitioned to a modern Virtualizor/Virtuozzo environment, replacing the outdated Solus system.• Upgraded to a Solus-based OpenVZ/Xen environment, phasing out the previous HyperVMOpenVZ/Xen setup.

Ann Arbor, Mi, Us

• Transitioned support staff from two-shift to three-shift system, enhancing coverage andresponsiveness.• Addressed and resolved advanced support concerns escalated from Support Analysts.• Guided customers in navigating terms of service challenges by recommending suitable planupgrades or facilitating terminations, as necessary.• Spearheaded training initiatives for Support Analyst team members.• Ensured timely escalation of complex issues to appropriate teams.• Managed and responded to initial Support Analysts queries.• Developed and implemented processes and procedures for Support Analysts to follow, resulting inmore efficient customer experience.• Monitored team performance and provided feedback and coaching to ensure quality and accuracy.• Assisted in resolving customer inquiries, troubleshooting problems, and providing technicalsupport.• Collaborated with other departments to identify and address customer needs and resolve conflicts.

Ann Arbor, Mi, Us

• Monitored helpdesk and responded to incoming tickets to address support needs.• Answered customer support inquiries via specialized ticket tracking platforms.• Supported users with software, hardware, and network issues.

Armonk, New York, Ny, Us

Assist in performing system testing procedures, data and/or defect prevention testing and, at times, systems level configurationIdentify problems related to product/service installation, update, configuration, operations, performance, or other aspects of information technology products and servicesAssist in defining, installing and maintaining computer systemsProvide analytical support necessary to develop and implement procedures for small to medium size engagementsDesign, implement and coordinate less complex systems solutions to ensure acceptable performance levels with proven and unproven technologiesResolve problems for basic systems, networks and applicationsInterface with vendor to understand issues/problemsImplement, maintain or direct the business recovery plan and procedures for minor systemsSupport or lead the coordination of the processing environment and software distribution, upgrades and maintenance

Amsterdam, Nl

(Includes the mergers of Interfirst WholeSale Mortgage into Standard Federal Bank, and the merger of Standard Federal to ABN Amro)Worked with business to resolve desktop issuesAssisted in moving a Enterprise Datacenter from Ann Arbor, MI to Troy, MISet up new personal computers, Servers, and PrintersMaintained NT/2000 servers and performed system upgradesProvided nationwide evening help desk support for remote usersProvided internal evening help desk supportCreated images of desktop and laptop systems for implementationCoordinated personal computer setups and organized departmental movesProvided network, personal computer, printer, and fax servers supportAssisted with personal computer, Server and Network supportTroubleshooting personal computer and server anomalies

Google Cybersecurity Professional Certificate, Cybersecurity

Soc Analyst Level 1 Career Path, Cybersecurity

Diploma In Ethical Hacking Techniques For Beginner, Cybersecurity

Becoming A Cyber Professional, Cybersecurity

Aix 5L System Administration Ii: Problem Determination

Aix 5L Systems Administration I: Implementation

Linux Professional Institute (Lpi) 101 Preparatory

Linux+ Preparatory

Compaq Insight Manager 7

Supporting Microsoft Windows Nt 4.0 – Core Technology

Computer Systems Technology Certificate, Information Technology