Mark Porter Email & Phone Number

Washington, DC, US

Washington D.C. Metro Area

Washington D.C. Metro Area

Washington D.C. Metro Area

• Responsible for managing and maintaining Expel endpoint management systems (macOS, Windows, iOS) and the applications and services that protect our endpoints
• Guaranteed that we maintained a high-quality and low-friction experience for our people
• Created automated application deployment policies for macOS and Windows-based systems
• Verified that our endpoint solutions were tuned based on continuous feedback from both the engineering team, and our people
• Created and managed policies, procedures and baselines in support of having a consistent and scalable software and hardware environment
• Managed and supported security technologies such as EDR

Washington D.C. Metro Area

• Primarily responsible for administration of Expel’s SaaS apps, which included managing our identity platform, productivity and collaboration tools, endpoint technology and other solutions across the entire organization
• Ensured that we’re providing stable services to our staff by keeping configurations and software current and in-line with internal policy and procedures
• Performed routine audits of key IT and Engineering infrastructure to guarantee we’re compliant with SOC 2 Type II standards and internal documentation
• Created and routinely updated internally and employee-facing documentation and standard operating procedures
• Maintained exceptional IT support and service quality for our peopleKey Contributions
• Migration from existing JIRA Service Management Platform to Zendesk — Allowed for us to transition to the same ticket management solution used by other departments while retaining historical data

Washington D.C. Metro Area

• Provided IT support for FireEye employees, primarily those located in the U.S. East Coast Region (local and remote)
• Triaged and handled day-to-day support requests regarding hardware and software including the support of macOS and Windows platforms
• Imaged and prepared endpoints for new hires and performed new hire onboarding
• Managed Active Directory and O365 account administration tasks
• Responsible for endpoint refresh campaigns, making sure users have the right hardware for their jobs
• Handled AV support and verified that equipment is tested and ready for training/meetings

Walton, Kentucky

• Served as a primary coordinator and senior technician for IT support
• Provided prompt resolution to support requests from end users
• Responsible for adding and maintaining users on the network; assigning application access, guaranteeing security, and maintaining their configuration within standards
• Multi-tasked to manage both IT projects and support requests
• Supported group-wide initiatives by helping to manage and support projects beginning to end, seeing them through to completion
• Met with end-users including management to establish requirements for new systems or modifications to existing ones

Walton, Kentucky

• Served as a primary coordinator and responder for IT supportKey Contributions
• Windows XP to Windows 7 Migration – Successfully upgraded endpoints to Windows 7 in order to comply with company initiative
• Novell NetWare to Active Directory Migration – Transitioned company to an AD structure shared by other company sites
• Lotus Notes to Microsoft Email Migration – Transitioned company to an email platform shared by other company sites
• Remote Support Tool Deployment – Allowed for easier and more efficient way to resolve support issues, especially at other buildings

Walton, Kentucky

• Served as a primary responder for IT support
• Assisted with day-to-day support activities as assigned by the IT manager, which included hardware (workstations, laptops, printers) and software support
• Provided assistance to end users through face-to-face interaction, phone call, or email