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Mark A. Wingate, Jr.
0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx
abc@xyz.com
Information Technology
Profile of Qualifications
More than 12 years of experience in IT, customer service, problem resolution, documentation, organizational collaboration, technical support and staff leadership
BS degree in Computer Systems & Network Technology and Associate of Occupational Studies
Holder of CompTIA A+ Hardware & Software and Security+ Certifications
Proficient in DOS, Unix, Linux, MS Windows, Windows Server, Novell and Cisco routers and TCP/IP
Possess excellent planning, organization, time management and decision-making skills
Strategically coordinate and collaborate with various professionals to maximize performance in facilitating goals and attaining operational excellence
BJC Healthcare Access Analyst 2016 - Present
Hold multiple responsibilities for creating/modifying/terminating/troubleshooting access based on Incidents and Requests; continually utilize in-depth experience in these responsibilities within multiple-application environment with specific skills in general/basic PC utilization, performing accurate/rapid typing and supporting Active Directory.
Continually gain knowledge on array of applications, including set-up methodologies; demonstrate strengths in working independently yet clearly communicating with peers/colleagues and other personnel, and provide exceptional follow-through on assignments and projects.
Technical Support Representative and Duty Manager, UniGroup Corporation, Fenton, MO Year 2016
Responsible for providing Level 1 Help Desk support and determining if problems require escalation.
Knowledgeably coordinated with IT Support personnel and documented/monitored all calls.
Provided knowledgeable assistance and instruction to agency system users and tested applications/changes to ensure functionality, usability and quality.
Attended to afterhours and weekend support calls, reported problems to IT Support Manager and coordinated outages with Technical Service Representatives.
Have successfully attained Customer Satisfaction Rating of 4.85 of 5 and Resolution Rate of 85%.
Member of three Review & Second-Level Support groups - PC, Mainframe and Third-Party Suite.
Customer Service Specialist, CHE Consulting, Fenton, MO 2009 - 2011
Diligently monitored and reported problems with contracted systems and executed various escalation protocols.
Expertly coordinated with Logistics Department in monitoring components requested by clients.
Drafted periodic account performance reports and coordinated with clients in resolving EMC problems.
Sales Associate, The Sports Authority, St. Louis, MO 2005 - 2009
Responsible for customer service and sales of fitness equipment.
Security & Customer Service Representative, Costello Service, St. Louis, MO 2001 - 2005
Knowledgeably implemented various safety methodologies and practices.
Education
Vatterott College, Sunset Hills, MO
Bachelor of Science - Computer Systems and Network Technology, 2008
Associate of Occupational Studies, 2007
CompTIA A+ Hardware & Software and Security+ Certifications
IBM CMOS Processor s Course
STK Silo 9310 & 4410 and SL8500 Training Courses
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