Mark Hradil Email & Phone Number

Barberton, Oh, Us

Responsible for IT infrastructure and Service Desk for mid-sized non-profit enterprise (400+ users, 800+ workstations and 30+ servers). Managed help desk support staff and key service providers. Created centralized documentation including device and software inventories, standard operating procedures, list of scheduled processes and change log. Helped move IT infrastructure from chaotic to more controlled. Worked with managed IT service provider to migrate critical systems to virtual infrastructure with high availability. Enhanced security by implementing MFA and SSO for various third party systems. Improved security awareness training program. Developed and managed role for selecting, implementing and auditing third party systems. Helped implement ticketing system for Service Desk with knowledgebase for end users. Created multiple levels for Service Desk staff and promoted professional development. Helped train staff on ITIL framework. Developed and managed budget. Led the Call Center team and helped bring best practices to the way call center systems were configured for staff. Used EOS Traction concepts to manage department and staff. Helped hire Systems Engineers and contractors while shifting IT support from MSP to in-house. Led Cyber Security efforts until permanent role was developed. Completed 25% of IT controls and documentation for CIS 8 IG-1.

Barberton, Oh, Us

Managed all aspects of IT except Application Development department for 10 months during previous CIO sabbatical and new CIO search. Still responsible for most of the vendor relationships.

Ramsey, Nj, Us

Manage engineers in Cleveland and Pittsburgh markets. Maintain quality relationships with clients and assist when expectations are not met. Lead escalations and assist engineers with guidance and help remove roadblocks. Track engineers using standard metrics and help low performers improve or leave. Work to retain best engineers and hire new engineers as needed. Assist with Project Management. Continue to assist with new business, solution design, relationship management and staff development of more than just direct reports. Lead market efforts for data center migrations, website migrations, new monitoring system. Implemented EOS for Service Delivery in market and saw quick improvements in staff utilization, ticket handling and other areas of client service.

Ramsey, Nj, Us

Work with clients as a Virtual CIO. Connect business drivers and pain in organizations with technology and processes that help meet business, technology and financial goals. Review deep details of client systems while building proposals for IT projects. Experience with security, networking, virtualization, cloud computing, e-mail migrations, ERP, line of business applications and more. Very comfortable with all levels of an organization, from executive to user. Assist sales team with pre-sales technical support and proposals. Actively influence engineering team towards excellence and help remove roadblocks to success. Relationship manager for several clients and have helped save "at risk" clients multiple times. Primary focus is for the Cleveland market but helping to start new markets in Columbus, Louisville, Lexington and Indianapolis. Assist in other markets (Minneapolis, Chicago, St. Louis). Committed team member with proven experience navigating the politics and complicated processes of a large national company. Two time President's Club winner and top Solutions Architect in nation (2016, 2017).

Cleveland, Oh, Us

Returned to D&E to restore confidence in the IT function and improve the environment after being gone for four years. While gone, two different managed service providers had influence over the systems. Helped and nudged the second managed service provider to clean up the servers, Active Directory and Group Policy objects. Improved backups to a more reliable state. Environment suffered significant slowness because it was virtualized on a platform with very slow storage and also used a third party replication solution. Reviewed the technologies deeply to verify that there were no configuration errors causing the slowness. Documented how to manage a 3Com phone system. Helped management understand the impact of past decisions and found another managed service provider that could help replace the systems and support the users. During the process, I was hired by that managed service provider.

Akron, Ohio, Us

Restored management and user confidence in IT support while managing network for small consulting firm that helps non-profits with fundraising. Replaced aging infrastructure with virtualized systems using VMWare and Windows 2008. Significantly improved organization of Active Directory, fixed assets system and software licensing. Greatly improved disaster plan and system documentation. Helped management through planning and budgeting of IT projects. Managed help desk as active participant for 30+ users, including 5 remote office users with a mixture of Mac and PC platforms. Supported multiple smartphones and a Toshiba phone system.

Akron, Us

Manage network of growing church with two campuses, including three facilities. Connected campuses with site-to-site VPN’s and VLAN’s for staff and guest access. Consolidated two separate domains into one. Recovered from serious equipment failure with no loss of data. Replaced aging infrastructure with virtualized systems using VMWare and Windows 2008. Created remote access solution using Outlook via SSL, Outlook Web Access and Microsoft Terminal Server. Support 15+ smartphones, two Nortel phone systems and one Toshiba phone system. Helped manage through two facility moves and a fire that damaged one campus. Manage help desk as active participant for 50+ users across 3 facilities with a mixture of Mac and PC platforms. Hired my replacement and trained him to maintain the environment and serve the users.

Cleveland, Oh, Us

Managed IT systems and staff of mid-sized PR firm for 8 years. Helped migrate from Netware and Groupwise to Windows 2003 Clustering, Exchange and Citrix Presentation Server for remote access. Installed and managed Apple XServe for team of graphic designers. Navigated the firm’s electronic records through two litigation hold situations. Major role in company move to new building and in Knowledge Management initiative. Managed Cisco VoIP phone system. Adapted Cisco VoIP system to make a Call Center that was used for two critical client engagements. Supported 30+ smartphone users, including 2 global smartphones. Managed help desk as active participant for 70+ users with a mixture of Mac and PC platforms.Specialized Experience at D&E:• Microsoft Windows and Exchange Clustering• Cisco VoIP• Citrix• SurfControl Spam Filter• Symantec Antivirus• Apple XServe• Blackberry Enterprise Server• Windows ActiveSync• Verizon Wireless Sync• Various Cisco networking devices

Us

Daily response to hardware and software problems of 46 remote offices. Organized Y2K preparations for desktop hardware and software.

Charlotte, Nc, Us

Helped manage Novell Netware and GroupWise servers, Windows NT webserver and Citrix Winframe servers.

Helped manage Novell Netware servers for 100 users in 2 locations. Created a raw material handling database for quality department. Also acted as Quality department supervisor.