Mark Wagner Email & Phone Number

Knoxville, Tennessee, United States

-Manages a team of high level engineers-Controls departmental budget, risk assessments, and security response-Works with all engineering departments on streamlining product implementation-Continues to mentor engineers and consultants for IC level contributions-Restructured department to advance internal abilities and billing-Created all new billing and.

-Manages Cloud Engineers-Creation of process and procedure for department guidelines-Project manager on all infrastructure related items-Vendor outreach and management-Consulting solutions and architectural development on a direct to client basis-Working closely with Infrastructure team in order to create hybrid co-op processes where Cloud and On-Prem meet.

Remote

-Administration of all client systems (GSuite/Microsoft 365/Intune/Addigy)-Ownership of Zendesk Process and Service Ticket product for all clients-Documentation creation (60% more documentation since start date)-Ticket Queue monitoring-Implementation of improved baseline across all vendor systems-Liaison between engineering departments and.

Palo Alto, California, United States

Pliancy builds custom solutions for Capital Management and Life Science companies to secure and scale their technology. Using a personal, process-driven approach with white-glove service, we liberate our customers to do their best work by streamlining and automating processes while protecting their data. We innovate towards simplicity and sustainability.

Oak Ridge, Tennessee, United States

• Support and assist Solution Center staff (Training, Questions, Scheduling)
• Facilitated completion day to day activities in Solution Center
• Assisted Group Lead and Task Lead on management duties
• Created policy and instructions for new procedures as needed
• Acted as main point of assistance for non-standard Software/Hardware
• Acted as VIP support and direct contact for unsatisfactory or dissatisfied survey results

Oak Ridge, Tennessee, United States

See description under Problem Change Manager

Oak Ridge, Tennessee, United States

• Support and assist troubleshooting for Office 365 apps suite
• Hardware and software troubleshooting across all ORNL devices
• Remote and local configuration across all platforms (MAC OS/Windows/LINUX)
• Mobile device support, troubleshooting, and configuration (Secure Hub/Intune)
• Azure Active Directory and Server configuration
• Password and account assistance for multiple ORNL systems

Oak Ridge, TN

• Support and assist troubleshooting for Office 365 apps suite
• Hardware and software troubleshooting across all ORNL devices
• Remote and local configuration across all platforms (MAC OS/Windows/LINUX)
• Mobile device support, troubleshooting, and configuration (Secure Hub/Intune)
• Password and account assistance for multiple ORNL systems
• Remote assist, phone, and in person support

Knoxville, Tennessee Area

• Installation, setup, and troubleshooting of switches, routers, POS, automated shower system, cameras, printers, SIS servers, virtual machines, and fuel dispensers
• Phone support newer techs in field
• Create and edit learning documentation
• Perform diagnostics on and repair non-functioning equipment
• Lead New Store Openings for technology
• Worked with development, marketing, construction to create future efficiency

Knoxville, Tennessee Area

• Created and implemented DELL KASE Imaging suite and base images
• Maintained Active Directory Database for existing and new employees
• Maintained all company and BYOD mobile devices
• Maintained and updated all servers including file/Exchange/shares/NAS/Backup Servers
• Physical installation and upgrade of new hardware and software on all machines
• WYSE terminals and citrix troubleshooting across multiple vendor programs and VPN

Oak Ridge, TN

• Assisted employees in migration from Lotus Notes into Outlook 2010 (O365 Cloud)
• Worked as an AirWatch setup and troubleshooting specialist for Top Level Executives
• Assisted in migration from Microsoft Office 2003 to Microsoft Office 2010
• Troubleshot server/local machine issues with multiple programs and Active Directory support

Knoxville, Tennessee Area

• Performed collections and customer service on all GMAC auto loan accounts
• Performed minor level skip tracing

Oak Ridge, TN

• Tech Support for software, hardware, and device functionality
• Worked on the advanced HSDPA (satellite internet) support Tier 2 team
• Managed 100-150 agents, client reporting in Business Objects

Associate'S Degree, Network And System Administration/Administrator

High School Diploma, Mass Communication/Media Studies