Mark Miller Email & Phone Number

Escondido, Ca, Us

Escondido, California, United States

United States

Greater San Diego Area

Managed Service Provider for client Palomar Health, California’s largest community health district, providing enterprise voice & data engineering and support services.• Manage Cisco Unified Communications Manager (CUCM/Call Manager), Unity Connection, RightFax, AirWatch (MDM), Startel (PBX).• Voice service troubleshooting, analysis and diagnosis of POTS, PRI, T1, FXO, FXS, and SRST.• Design and support call routing and call flow between SIP, H.323, and MGCP in a large-scale integrated multi-vendor environment.

Escondido, Ca

VOIP service support for Palomar Health• Managed CUCM, Unity Connections on C-Series UCS servers, VOIP device and Mobility endpoints.• Cisco LAN/WAN Support, Configuration and Troubleshooting, Management of VMWare AirWatch MDM system.• Group leader for systems integration projects involving Active Directory, SQL, Lawson, Exchange messaging.

Greater San Diego Area

IT solutions architect and support for client Palomar Health, California’s largest community health district. Responsible for providing expert IT systems knowledge, managing implementation activities and coordinating with clients and vendors to identify and resolve IT service delivery issues.• Managed integrated clinical alert response system (Vocera Engage) to intelligently notify clinical staff while minimizing alert fatigue.• Designed process to ensure the timely provisioning of accounts and resource permission increasing new hire readiness by 80%.• Created data analytics in Crystal Reports providing valuable insights to improve workflows and clinical outcomes.

San Diego

Managed applications to optimize clinical work processes to integrate and align IT systems. Resolved service delivery problems and engaged clients and vendors to optimize system performance.• Directed implementation of alarm management and alert response system for new regional medical center.• Implemented collaborative solution to provide secure BYOD mobile access to physicians and select ancillary staff.• Managed ITSM system (BMC Service Desk Express) and successfully migrated to VMWare environment.

Designed and implemented enterprise change management processes consistent with ITIL framework. Created IT quality reports using SQL Server Reporting Services.• Designed, implemented, and managed new incident and change management systems in BMC Service Desk Express.• Created procedures to increase incident response time and resolution by 67% while improving client satisfaction scores by 61%.• Improved change management procedures to reduce unplanned downtime incidents by 45% and Sev1 outages by 88%.

San Diego

Architect and manager of enterprise messaging services.• Migrated enterprise from legacy mail system to Exchange 2003 with minimal disruption and excellent client satisfaction.• Provided secure mobile messaging platform (Blackberry) and Webmail with HIPPA compliant security policies enforced.• Managed all components required for messaging including Windows 2003 Cluster, DNS, Active Directory, NetApp SAN.

Greater San Diego Area

Maintained and supported multinational Exchange organization of 64 Exchange 2003 sites hosting over 20,000 mailboxes and 6,000 BlackBerry users.• Managed 79 Exchange 2003 servers, Symantec Mail Security, Veritas NetBackup, and BlackBerry Enterprise Server.• Reduced service restoration time by 90% by created a polling mechanism to proactively monitor BlackBerry message delivery.

Greater San Diego Area

Provided Tier 2 support for messaging including Outlook, Exchange 5.5 administration, remote access, and BlackBerry wireless messaging.• Designed support process to successfully deploy first generation BlackBerry devices to over 800 users. • Increased first call resolution from 52% to 84% for messaging incidents with knowledgebase articles and regular training sessions.

Greater San Diego Area

Service desk support and incident management including: standard hardware/software configuration, networking, remote access, and messaging issues.

Greater San Diego Area

Workstation technician and service desk agent for 400 seat business, including PC/Laptop build, Exchange 5.5 and Windows NT 4 domain administration and Outlook client support.

Bachelor'S Degree, International Relations And Affairs, 3.41

Activities and Societies: Thematic Options (Undergraduate General Education Honors Program)

Bachelor'S Degree, Economics, 3.92

Activities and Societies: Alpha Tau Omega, Trojan Knights, USC Yell Leader