Mark Griffin Email & Phone Number

Little Rock, Arkansas Area

- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems and replaces defective components when necessary.- Provide real time escalation response for support issues.- Communicate with other departments to report and resolve Network related problems.- Fully utilizes change management procedures and provides input for process improvement.- Work with vendors to resolve complex network problems.- Analyze business requirements to develop technical network solutions and their framework.- Keep informed in latest industry news, trends, products, services, and competitors and then makes suggestions for improvements.- Maintain integrity and relevance of systems data and network management tools.- Consult with users and evaluate requirements, recommend designs, provide cost analyses, plan projects, and coordinate tasks for installation of data networks.- Analyze and resolve technical problems for established networks.- Test and implement network hardware and software.- Provide network documentation, training, and guidance to computing system clients.- Serve as technical specialist in network problems and emergencies.- Troubleshoot and resolve network production problems.- Conduct technical research on network upgrades and components to determine feasibility, cost, time required, and compatibility with current system.- Recommend network solutions for short, medium, and long-range network projects.- Assist Network Architect with planning and layout for new hardware or modifications to existing layout.- Work as a team member with other technical staff to ensure connectivity and compatibility between systems.- Maintain confidentiality with regard to the information being processed, stored or accessed by the network.- Document network problems and resolutions for future reference.- Perform other tasks as assigned by management.

Little Rock, Arkansas Area

• Responsible for providing support to WINDSTREAM data customers. These data customers will primarily Major businesses that purchase IP-based services, but will also include independent Internet Service Providers and key enterprise customers (e.g.- state governments, large businesses, hospital/medical networks). Services supported include ATM, Frame Relay, Ethernet Internet Access, TLS, VPN, MPLS, Metro-E, and BGP routing from WINDSTREAM. Identify ways to streamline and optimize our processes and procedures.• Interface directly with the business customers, customer IT organizations, and Account Team Managers and Sales Engineers in WINDSTREAM coverage areas. Mentor and provide feedback on areas of improvement• Utilize an automated ticketing and order provisioning systems to record and track resolution of customer issues.• Provisioning and turn-up support for customers of the services listed above.• Coordinating and scheduling customer turn-ups with the customer, local operations and sales account team.

Little Rock, Arkansas Area

As the team lead for DNOC-Surveillance 1st shift I am responsible for the following duties: - Provide training on new additions to our network. - Identify ways to streamline and optimize our processes and procedures. - Handle technical escalations within my shift. - Mentor and provide feedback on areas of improvement - Promote cohesion by acting as a liaison for other departments.

Little Rock, Arkansas Area

Provide operational support for the data network. Monitor network alarms, communicate with technicians and vendors, investigate alarms down to root cause, create trouble tickets into Remedy for tracking and investigation purposes, and dispatch appropriate personnel.Knowledge of data networking concepts, such as TCP/IP, routing and subnetting.

Conway, Ar

• Responsible for resolving difficult software and networking issues that had been escalated from Level 1 agents.• Worked directly with software engineers to properly document issues and apply necessary solutions.• Distributed fixes and patches to Level 1 agents across floor to reduce handle time on calls.

Conway, Ar

• Received inbound calls from small to medium business customers regarding their hardware and software.• Generated revenue through hardware and accessory sales to clients after resolving their primary issue.

- Perform repairs and installations on desktops and laptops.- On-site network setup and consultation.- Help customer's find hardware/software solutions for their business needs.- Generate business leads for our EasyTech Business Consultant.

Computer Science / Information Systems

Education record

Activities and Societies: Future Business Leaders of America