Mark Wagner Email & Phone Number

Knoxville, Tn, Us

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 escalations process and procedure-Developed baseline standards for how to troubleshooting, audit, and bill-Improved "One Touch" tickets KPI by 40%-Decreased "repeat" tickets KPI by 55%-Improved transparency in work and billing internally and with clients-Developed diffential audit workflow to save company money in wasted licensing use-Improved training process for lower-level engineers and consultants-Improved project completion rate over last year-Developed new hiring process for less autocratic hiring approach-Currently working to develop a one touch approach to all MDM across clients

-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 together

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 consultants-Creation and ownership of new projects such as Client Zendesk Migration-Mail flow restructure and configuration change across all clients-Decreased missed tickets by 90%-Automation of repetitive tasks improved by 35%-Improved MDM Baselines for efficiency and training-SentinelOne launch team and SME lead-Okta configuration and admin maintenance for all clients-3500+ Tickets solved with decreased ticket volume and repeat offender tickets-Training consultants concerning architecture and workflow-SME for Intune/Addigy/Exchange/M365-Configuration and setup of IDP applications-Troubleshooting of client systems and applications at 2nd and 3rd tier levels-Troubleshooting of SCIM/JIT provisioning issues and configuration-Troubleshooting of SAML/OIDC/SSO/IDP/API issues and configuration-Implementation of cross IDP connections-Troubleshooting of networking issues (Meraki, GlobalConnect, Virtual PAN)-AWS/Azure Networking setup and configuration-AWS/Azure Implementation and troubleshooting for client environments-Modification and maintenance of backend for clients and internal processes-Worked as TechOps engineer assigned to Executive Onboarding new clients-Works with Internal IT concerning issues and projects with internal workflow-Auditing and recovery of client MDM certs and accounts (Addigy)-Auditing of 365 CSP licensure and subscriptions-Auditing of client program integrations-Powershell and Azure CLI scripting for automations of onboarding tasks-Custom solution creation for MDM, Cloud, or IDP program integration-Supported Escalations team and created KPIs for performance adherence

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 through cloud-native strategies, future-proofing our clients’ processes in a constantly evolving tech landscape.As a TechOps Engineer for Pliancy my role is to provide critical high-level support to Pliancy consultants. It's a strategically important position that helps us guarantee an expedited and satisfactory solution to complex client problems. I am also helping with new systems deployments, upgrades, and general maintenance.-Triage and resolve consultant technical escalations-Constantly review and improve best practices and standards-Assist consultants and others as needed with technical projects-Constantly evaluate ways to improve Pliancy end-user experience-Liaison between engineering and consultants

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• Served as interdepartmental envoy to boost ITSD internal communications and bridge building• Owned and controlled Problem Management for ORNL ITSD (ITIL Standard)• Owned and controlled Change Management for ORNL ITSD (ITIL Standard)• Ran down and researched advanced MDM issues• Worked on NetReg (network registration system) testing committee • Worked with ORNL Research Cloud team with ticket research and ELI5 documentation• Worked with internal development and scientific researchers on upcoming technologies

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 • Remote assist, phone, and in person support• Interdepartmental support in resolving support problems• Multifactor Access Support (Yubikeys, VSC, Card Readers)

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• Interdepartmental support in resolving support problems

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• Worked daily tickets and phone support for issues

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