Mark W. Harrison Email & Phone Number

New York, United States

Victor, Ny

*** IT SYSTEMS SPECIALIST ***Dec 2014 - presentProvide user support and customer service on company-supported computer applications and platforms. Setup and maintain PCs and other equipment assigned to end users. Troubleshoot problems and advise on the appropriate action.Key Responsibilities:• Respond to requests for technical assistance in person, via phone, electronically. Advise user on appropriate action.• Track all problems and requests, document resolutions in ticketing system.• Install, maintain, diagnose and repair PCs and other computer systems including smartphones and tablets, that are assigned to end users.• Install, maintain, diagnose and repair server based systems, as needed and directed by Engineers and Management.• Develop and support applications using databases, web browsers, programmatic tools, and other systems.• Compile and maintain all necessary documentation on equipment, testing, software modifications, features, maintenance logs, and repairs.• Perform other assigned and related duties.• Stay current with system information, changes and updates.*** CUSTOMER SUPPORT SPECIALIST ***Sept 2011 - Dec 2014• Answer repair phone calls and e-mails directly from customers. Input data into systems supporting the Dispatch and Repair functions in the Network Operations Center• Resolve switched voice features, quality, completion, and connectivity issues within 24 hours. Issues unable to be resolved within 24 hours will be sent to Voice Level 2 for further testing.• Level I troubleshooting of ILEC and CLEC voice repair to include; general voice switch troubleshooting; general voicemail troubleshooting; general CPE troubleshooting• Clears trouble tickets as work is completed• Perform miscellaneous duties within Network Operations Center as directed by NOC ManagerNote: Finger Lakes Technologies Group, Inc. was acquired by FirstLight in 2017.

Assisted home users and small companies with a variety of computer problems, recommendaitons, set up and configurations, virus removal, disaster recovery planning, back up plans.

• Received communications, orders, requests, and problem reports from dealers and customers.• Prioritized and assigned tasks.• Provided technical support and solutions for dealer and customer problems and questions.• Researched, updated, maintained and analyzed historical dealer and customer license and registration records.• Researched and calculated price quotes based on history and order specs for dealers and their customers. For example, worked on and refined a $200,000 quote for a customer in Singapore with sites in Asia Pacific. The quote was done via email with time zone and language differences always in mind.• Created and sent invoices and end-of-period reports.

• Used time management and organizational skills to maintain user accounts, email accounts, web sites, DNS records and web sites for internal company use, private dealer use, and for external customer use. • Installed, designed and maintained SharePoint sites, which have been a successful solution for providing a site for the company’s internal communications, FAQs and documents. Another successful site was set up for our software’s resellers/dealers to download software, look up FAQs, and to read the latest company news and updates. • Successfully administrated an Exchange email server, multiple file servers, DNS servers, and multi-level backup solutions since 1998, then streamlined our servers from 24 down to 6, thus cutting overhead costs. Successfully migrated some of the services to other Internet-based platform solutions to cut time, money and overhead costs.• Set up and maintained Sonic Wall, Linksys, D-link and other firewall wired/wireless systems.• Organized and documented network configurations, network diagrams, accounts and system passwords, and network scheduling, all with the philosophy: “What if I am hit by a bus and someone has to take over tomorrow”.

• Set up, configured, programmed, taught, and used custom back-office accounting and business accounting relational databases and programs.• Diagnosed, troubleshot and repaired existing program code both internally and at customer sites.• Consulted with, trained and supported customers with a multitude of program code problems and experiences.• Created programs and integrated with relational databases.

Education record

Activities and Societies: Participated in on-line courses and attend technology seminars. Read articles, books, and other sources.

Certifications, Technical

Certifications, Technical

Certifications, Technical

Bachelor Of Science, Computer Systems, Concentration: Math

Education record