Mark Ostertag Email & Phone Number

While continuing my responsibilities of previous positions, excluding daily on-site work:•Using a global vision of the company, develop processes written towards departmental growth and improvement•Act as an escalation point for the Field Manager, Trainer, Supervisors, and as final escalation for 80+ technicians•Oversee all hiring processes, ensuring resources are available for all sites nationally and internationally•Act as a liaison between departments, building relationships, and creating solutions between teamsApogee was acquired by Boldyn Networks in May 2024 and joins their global operation spanning North America, Europe, and Asia.

United States

While maintaining my responsibilities as a Regional Supervisor of the Northeast:•Act as the final escalation point before engaging the Engineering department on Data and CATV network items, including wired, wireless, VLANs, IP addressing, switch connectivity, layer 2 network design, and configurations•Work in a team to review network designs before finalization and implementation at new sites•Manage 4 supervisors, over 35 employees including coordinators, contractors, and interns•Responsible for 50+ sites, with 6,000+ nodes and 15,000+ access points in Data and CATV Networks•Work in a group to develop and maintain a national inventory system to encompass the above items•Continually find ways to improve processes and drive department goals as the company doubles in size biannually•Standardize, drive, and improve processes for Supervisors to use in their respective regions for hiring, inventory, documentation, ensuring that SLAs are met, and better quality networks•Work with high level groups improve company policies and interdepartmental systems

Northeast Us

While maintaining my responsibilities as a coordinator at three schools:•Supervise 8 coordinators, 16 campus LAN networks, and 6 CATV networks in the Northeast Region•Ensure that all coordinators perform as required and SLAs are upheld•Maintain on-site spares for all equipment to minimize downtime; expense equipment and tools as needed•Troubleshoot various types of enterprise networking equipment, including Cisco, Dell, and Aruba•Provide early detection of network issues and timely follow up of local coordinators on 24-7-365 basis•Ensure that documentation is created and kept current at all sites•Hire and train coordinators, improving the hiring process to find quality employees and ensure low turnover•Write training manuals which outline responsibilities and troubleshooting procedures (over 15 at this time)•Host biweekly meetings with coordinators, holding them accountable for all duties, while encouraging growth•Work with coordinators to improve job knowledge, efficiency, reporting, and documentation•Standardize processes to improve response times and enable better corporate visibility

->Started with a single school at The College at Brockport, and was then provided additional schools to manage being Wells College (August 2010) and Genesee Community College (October 2011).•Telnet into switches and ensure connectivity to end-users and address issues•Configure switches prior to installation at university campuses•Perform the installation of wired, wireless, and cable networks at new client sites (access points, switches, fiber and CAT-5 connections, network testing)•Document, maintain, upgrade, and repair data and cable networks•Track, update, and resolve escalated customer tickets•Provide weekly reports on meetings, ticket summaries, company concerns, and inventory•Coordinate client activities that affect data and cable network activity and performance•Maintain own schedule and manage on-site customer appointments•Communicate and provide updates to customers of client through online social networking media

Managed VoIP operations on-site•8 SRST sites nationally totaling 3,000+ analog/digital lines•Oversaw and coordinated teams of technicians across several states•Completed daily deliverables and delivered progress reports•Worked with engineers and project managers across large geographic areas on conference calls and other correspondence to troubleshoot issues and resolve customer needs•Performed professional site surveys that BoMs were ordered against•Organized customer information into Access databases•Provided Day 1 on-site support and worked with the Day 2 transition teamSTARTING AS A TECHNICIAN...Reported to Lead Technician while carrying out deployment/customer support•Worked as part of a two to ten person team in the deployment of 50+ VoIP installations•Installed VoIP equipment (7941/7961/7914, Cisco Voice and Analog Gateways, Unity/Call Manager Servers, 66 Blocks, Ethernet Cables)•Extended the demarc to Customer Premise Equipment for new T1 CAS/PRI circuits•Used Telnet/Console level access to configure routers and troubleshoot issues•Executed test plans and quality assurance procedures

•In a team of three to five technicians, conduct the upgrade of network printers at client premise•Troubleshoot and repair printer hardware•Replace server hardware and confirm functionality•Work with engineers to resolve connectivity issues and verify IP addresses on network printers

Provide excellent dining experience and tableside presentation of food for guests. Customer service, people skills, cash handling, time management, and organization are essential in this position.

•Clone/Ghost new and rebuilt computers with system images•Rebuild/Repair/Install computers, printers, monitors, RAM, hard drives, audio/video cards, motherboards•Perform technical support in person and via the helpdesk•Use remote support software to remove viruses/spyware, install programs (Microsoft Office 2007, McAfee Anti-Virus, SPSS, Adobe CS4, SuperAntiSpyware, Malwarebytes, Lavasoft Ad-Aware, Spybot S&D)•Troubleshoot Microsoft Outlook, ConnectR, and webmail synchronization issues•Act as part of a dynamic team to support 13,000 faculty and students in a call center averaging 70 calls per day•Closed most tickets per hour among student workers in March 2009

Full-time employee at the Saratoga Springs Bar & Grill for 1 year. Currently still employed in a Seasonal position.

Assisted in the sales, installation, and repair of tires and related automotive issues.

Provided data input, service quality inspection, customer service, shipping and receiving, for over 135 stores around the Northeastern U.S. Repaired different types of jewelry as well.

Bachelor Of Science, Finance

Activities and Societies: - Dean's List with High Honors AACSB Accredited Business School Finance Club Roller Hockey Team Ice Hockey.

Associate'S, General Studies

Activities and Societies: President's List

Education record