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•Routinely audited endpoint security controls, guaranteeing effectiveness and availability•Provided support for escalated IT requests related to our endpoints and associated technology•Routinely adjusted and configured applications and services based on end-user feedback as related to usability and functionalityKey Contributions•Cisco WebEx to Zoom Phone Migration — Transitioned phone system from WebEx to our existing Zoom environment for better usability and cost reduction•Remote Support Tool Deployment — Provides connectivity to devices at HQ•Facility Management Software Deployment - Allows employees to book desks at HQ and navigate the office using kiosks•EX Training Deployment - Training ties into our existing onboarding workflows and ensures that everyone has access to the correct training when they need it•macOS Catalina, Big Sur, Monterey & Ventura Deployments - Ensured all macOS devices were running Apple's latest OS•Domo BI Deployment - Provided access to our data in easy to read dashboards•Staging environment for key SaaS apps - Expanded testing functionality for IT, Security and D&R teams.•Managed Chrome Browser Deployment - Provided easier management and allowed for more visibility into devices for IT and Security teams•macOS Patching Solution - Streamlined updating of key applications on our devices

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•macOS Catalina Deployment — Ensured all macOS devices were running Apple's latest OS•IT Systems and User Auditing — Developed a consistent systems/user audit process through Zendesk for account audit review and managed system review for endpoints•New Hire Welcome Kits — Custom packaging and the right technology for the job provides a positive experience for new hires. Documentation guaranteed that set-up was straightforward and simple•Employee Badges — Working with the Facilities team on hardware and software selection as well as badge design, this provided all employees with an easy and secure way to enter our office•Ticket Closure and NPS Surveys for IT Feedback — Program is used to gauge employee satisfaction with surveys tied to support ticket closures, new hire onboarding, as well as internal NPS-style surveys•Zendesk reporting — Provided standardized reporting and help desk analytics in Zendesk for our leadership team. This includes data on ticket volume, response time, closure time, and root cause

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•Provided on-call support on a rotating basis outside business hoursKey Contibutions•Windows 10 Testing — Ensure compatibility with key apps and configuration on FireEye endpoints•Windows 7 to Windows 10 Refresh Campaign - Transition endpoints from Windows 7 to Windows 10 as part of our campaign to keep our devices current•AV Equipment Evaluation - Tested new AV equipment prior to deployment to ensure functionality and dependability•FireEye Momentum 2018 Event Support — Provided IT services to FireEye employees throughout the event including helping with technical issues, new hire onboarding and event check-in•Mentoring — Assisted Service Desk intern with technical skills training and professional development

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•Coordinated with external partners (consultants, vendors, and so on) to determine most appropriate system when an upgrade was necessary•Responsible for server backup tasks which included monitoring, off-site storage and data recovery if neededKey Contributions•EHS MSDS Software Deployment – Project leader on site-wide deployment of new software to replace existing system which provided an easier means of navigating SDS forms in times of need• CMMS Platform Upgrade - Improved maintenance operations across our site•Employee badge authentication for Konica Minolta devices – Increased security, minimized waste and improved device management•VPN Deployment – Provided secure access to company resources from our endpoints•Cisco AnyConnect Deployment – Allowed us to support the SAFRAN WiFi project•Wireless Infrastructure Upgrade – On-site wireless infrastructure upgraded to meet requirements of SAFRAN

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