Mark Hopper Email & Phone Number

Chicago, IL, US

Redmond, Washington, US

• Drove Intune adoption across Microsoft’s largest strategic enterprise customers, promoting modern endpoint management and Zero Trust methodologies on Windows, iOS/iPadOS, MacOS, and Android.
• Contributed to the Microsoft Intune MGGraph GitHub Repository, a Microsoft open-source repository of sample scripts which demonstrate how to access Intune service resources and automate administrative tasks using the.
• Frequently leveraged Kusto Query Language (KQL) to discover potential product investment opportunities and convert telemetry data into actionable insights used to influence and drive direction around new Intune.
• Led the team responsible for advocacy within Intune MAM/SDK product area, turning the most highly requested customer requests into consumable product features.
• Collaborated with feature teams and reviewed feature specifications to ensure upcoming releases will successfully meet customer deployment requirements.
• Worked across the Intune and Microsoft 365 product groups to report and drive resolution on security findings captured by Penetration Tests performed on Microsoft’s iOS and Android mobile apps.

Redmond, Washington, US

• Drove consumption by translating Microsoft's largest enterprise customers' insights into consumable product enhancements that met their organization’s endpoint management business and technical requirements.
• Acted as a strategic advisor for key internal and external stakeholders to drive rapid, at-scale Microsoft Intune deployments across numerous sectors including retail, financial, healthcare, automotive, and government.
• Partnered with the rest of the Intune, Windows, Outlook Mobile, Office, Edge, and Entra engineering teams to help shape the direction of Microsoft services based off key insights captured during strategic customer.

Redmond, Washington, US

• Provided technical support regarding Intune and Microsoft’s Mobile Device Management offerings to enterprise customers, partners, and/or others on mission critical issues experienced with Microsoft technologies, as.
• Acted as one of the Configuration Manager specialists on the team, engaging and resolving Configuration Manager/Intune hybrid service requests and assisting team members with troubleshooting hybrid scenarios.
• Received and resolved Intune service request escalations after extensive troubleshooting has been performed by frontline Premier Support.
• Engaged directly with Intune Product Group on reporting and assisting in resolution of code defects and service issues.
• Resolved 350+ service requests.

Redmond, Washington, US

• Provided technical support regarding Intune and Microsoft’s Mobile Device Management offerings to enterprise customers, partners, and/or others on mission critical issues experienced with Microsoft technologies, as.
• Acted as one of the System Center Configuration Manager specialists on the team, engaging and resolving SCCM/Intune hybrid service requests and assisting team members with troubleshooting SCCM/Intune hybrid scenarios.
• Received 100% 'Top Box' customer satisfaction survey results, the highest score possible on all customer-submitted surveys.

Redmond, Washington, US

• Provide technical support regarding System Center to enterprise customers, partners, and/or others on mission critical issues experienced with Microsoft technologies. Deliver technical support regarding System Center.
• Responsible for providing quality support for Microsoft System Center Configuration Manager with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to Microsoft.
• As a member of a team, solve technical problems in the enterprise space, involving broad and in-depth product knowledge by collaborating with other team members and teams as needed. Frequently, these problems are often.
• Received 100% 'Top Box' customer satisfaction survey results, the highest score possible on all customer-submitted surveys.

Dekalb, IL, US

• Managed daily operations of up to 15 technicians
• Promoted consistent, quality service to our customers
• Provided remote, phone, and desktop support to staff members, students, and university computer labs
• Contributed over 35 technical and procedural articles to internal knowledge base
• Facilitated biweekly meetings with staff members
• Involved in interviewing, hiring, and termination processes

Dekalb, IL, US

• Provided personal computer support for students living in the residence halls
• Provided remote, desktop, and phone support to students and staff members
• Responsible for the operation of the Neptune Computer Lab - making sure all workstations and equipment were operating correctly while adhering to 72 hour ticket incident response times and in priority cases, 24 hour.
• Applied creative problem solving skills to troubleshoot technical problems on a daily basis