Zach Marks Email & Phone Number

Dallas, Texas, Us

• Advanced Azure/AWS cloud support including VM deployments, hybrid/cloud Vnet integrations, storage access planning, CDN usage, security, access controls, and license procurements.• Work with Banking customer's engineering teams to implement server updates, troubleshoot software/networking issues, and setup monitoring. Customer environments ranging from cloud-based, on-prem, and Multi-Function devices• Support for Encapture customers varying from both on-prem hosted solutions as well as Azure/AWS-hosted “SaaS” solutions• Support internal IT queries including all in-office SysAdmin responsibilities: hands-on hardware/software support, virtualized servers/deployments, onboarding/offboarding employees, in-office network upgrades/deployments. • Creating and testing virtual customer environments, including loading custom plugin packages and XML profiles. Same environments then later used for QA testing. • Managing simultaneous Sev1 support cases while communicating Development Team communications back down to customer’s IT departments for ongoing support cases• Adopted management of Salesforce ticketing system, which is the primary ingestion point for over 70+ customer's ongoing support. Fielded 5-6 incoming tickets per day, while managing 20-40 active support cases at a time. • Built out 3 internal ticketing systems for various functions ranging from internal IT support to customer UAT testing requests- hosted out of Jira Service Management• Upkeep on weekly ticketing data reports for the direct review from Executive Management Team• Regular IT check-ins on Senior Product Development TeamAccomplishments: After company restructuring- acquired the roles of sole CSR as well as in-office Systems Administrator. Helped migrate over 30 customers from on-prem solutions to cloud-based environments over a year and a half. Including VPN setups, MFA implementations, and scripted deployments.

Dallas, Tx, Us

•Provide 24/7 white-glove technical support for environment of 150+ finance industry users while on IT team of 3•Azure cloud server infrastructure management- including services such as VMs, Data Disks, AAD, Net Interfaces•Ubiquiti Unifi on-prem networking equipment troubleshooting and maintenance- WAPs, Sec Gateways, Switches, Routers, etc.•Office 365 advanced support, management, both local and online program/account administration•Active Directory management in accordance with O365 Exchange Online, Security and Compliance, Azure AD•Software/Settings update packages created and pushed via GPO and PDQ Deploy•VPN client installation, troubleshooting- all managed through Azure Gateway services•MDM updates and deployments via Sophos and Microsoft InTune onto corporate/personal laptops and smart phones•Duo and MS Authenticator MFA setup/troubleshooting for each new user and device•Fusion VoIP system management based on Polycom hardware for over 200+ VoIP desk phones / soft phones•Egnyte and MS OneDrive cloud storage setup/troubleshooting and drive share permissions management•On-site / remote support 6 total offices around Dallas, OKC, Austin, Midland, and Big Spring TX•IT onboarding and termination processing including new employee training, hardware setup, and account administration•Email/drive share/Slack IM group permissions management, structured with HR and executive monitoring•PC hardware ordering, imaging, deployment, and asset management•Hands-on setup and support for high-level investor meetings both in/out of our facilities•Largescale smart home build and upkeep for several managing partners, large team of associates, and corporate apartmentsAccomplishments: Helped company grow from 70 users to 150+ in less than 2 years. Developer space office buildout in Austin, TX. Migrated company name and all cloud systems attached. Led multiple phishing/hacking campaigns to re-work security structure (worked with CypherTechs & MimeCast).

Los Angeles, Ca, Us

•Tier 3 support representative above IT solution center, manage average of 25 tickets simultaneously for national user base of 3,200+ recruitment industry users•Advanced remote user support via Bomgar/RDP and back-end troubleshooting including all software listed above and more•Software/Settings update packages created and pushed via GPO and SCCM•Teleconferencing support within multiple Zoom Rooms throughout multi-floor facility•Hands-on IT and AV for 3-floor office, consisting of 350 users, including 7 large meeting rooms and 3 server rooms•8x8 VoIP phone system management based on Polycom VoIP desk phones / soft phones•Cisco Meraki server/switch/access point management and troubleshooting•Complex hands-on computer repairs and upgrades, consisting of laptop, desktop, and tablet components•Single handedly manage IT hardware procurement, shipment, and tracking of 2000+ computers across NA over 3 years•Onboarding new hires including new machine imaging/setup, live 1st day training, and continued support sessions•Implementation for 15+ nation-wide project launches, including IT training, hardware procurement, and event scheduling•Managerial and end-user relationship development, exceeding peer and leader reviews on a yearly basis•Information-system development such as global IT hardware request process & new hire IT onboarding processAccomplishments: Facilitated 2 full office floor buildouts- grew from 1-3 floors during my time including 250+ additional local users with no extra IT support. Onboard and IT setup for 1800+ new hires and coordinate returns for 1100+ leavers throughout 3 years.

Denton, Texas, Us

•Support 5,000+ Sally Beauty Supply store locations with procedural and IT software/hardware queries in a call center environment•Project management and assistance with new system implementations (software, hardware, and network) on a nationwide scale•Develop training manuals as well as direct supervision of new technicians•Extensively document and follow up on 50+ calls/open tickets per dayAccomplishments: Initiated and worked director-level iPad deployment project for 13 months. KUDOS Employee of the month and highest ticket resolver 6 times throughout 2 years. Transitioned 200+ stores from Dial-Up DOS POS systems to DSL Next-Gen Win10-based POS systems.

Denton, Tx, Us

•Supported 36,000+ students and faculty with school/personal related IT queries in an open centralized helpdesk environment•Environment consisting of all types of IT hardware mentioned in skills section- primarily MacOS and iOS based devices•Provide accurate and timely logging of problems and resolution within online ticketing system•Courteously obtain and convey concise problem information for external and internal service personnel•Direct assistance with campus-wide network outages and largescale AV support for campus-wide eventAccomplishments: Moved from Tier 1 to shift leader in first year of employment. Implemented campus-wide password reset tool via university website. Worked directly with campus network team to implement WiFi signals throughout UNT.

Richfield, Minnesota, Us

● Build sales solutions that engage the customer and drive profitability● Directly supervise, train, develop, and retain key holders and associates● Encourage friendly and fun internal competitions● Integrate strategic partnerships to further sales, training, and customer success initiatives● Build a diverse pipeline of talent for future opportunities