Mark Kramer

• Designing and delivering improved technical solutions to fit customer needs. • Collaborating with customers and business partners to manage projects. • Perform troubleshooting, triage, and resolution of technical issues. • Documenting technical issues with recommended solutions. • Training and mentoring IT associates and customers in today’s technology. • Researching, building, testing, and implementing technological architectures. • Providing emergency on-call support for both local and remote customers. • Recommending improvements to current infrastructure by analyzing and documenting business processes. • Establish and maintain disaster recovery policies and procedures

• Developed customized software solution for workstation imaging using InstallShield, Drive Image, and Sysprep scripting. • Lead analyst responsible for designing/building system images, scheduling deployment, and level III support for company-wide computer roll-out of 1100+ systems. • Collaborated with business partners and IT teams to resolve tier III technical issues. • Lead mobile device administrator, including level III technical support of Android, Blackberry (BES), and corporate mobile phone systems. • Designed and administered a secure Linux file server network for use by internal IT staff. • Project manager for designing and streamlining secure remote access connectivity with Cisco AnyConnect VPN for off-site employees. • Created documentation and training materials for technical systems throughout the organization. • Project manager for hardware/software auditing initiative of workstations. • Integrated Remedy CRM to merge purchasing requests with help desk ticketing.

• Provide computer/network support for approximately 200 local and remote customers. • Responsible for hardware rollout of new computers using Norton Ghost Console for Imaging and Track-IT for inventory control. • Backup Server Administrator for IBM AS/300 Mainframe and Windows NT/2000 network using Backup Exec 8.5 for an ADIC Scalar 2000 DLT Library • Primary point-of-contact for customers during an E-mail migration from MS Exchange to Lotus Notes in September of 2002. Performed in identical roll in October 2003 migrating back to MS Exchange from Lotus Notes. • Provide level II support on Comdial PBX and Mitel VoIP systems. Wrote documentation for customers on the Mitel system. • Project Manager for surplus auction project. Built and maintained a prototype Apache Web server on Red Hat 8.0 Linux with an on-line auction system written in Perl. Allowed customers in our local and remote offices to bid in a live auction for our surplus equipment. • Continual development of the Apache web-server has seen it evolve to also become our Corporate Ticketing System using Request Tracker from Best Practical. RT is an Open-Source ticketing system and knowledgebase with a web interface for customers to track the status of their tickets on-line. Tickets can be submitted through the Perl enabled web site or via E-mail and tickets are maintained in a MySQL database.

• Provide broadband Internet connectivity to MDU’s within the Seattle area. • Setup policy routers/firewalls to provide various levels of Internet access and security for customers. • Manage and perform all planning, cabling, and server room design to exceed required building codes. • Setup and administer File, Print, and Web Servers both on site and from remote locations. • Point of contact for all network troubleshooting and technical support.

• Project manager charged with overhauling software rollout and installation procedures using Drive Image Pro. Successfully reducing the time for new OS installations on workstations by 90-95%, saving the company millions in labor and system depreciation costs. • Managed corporate IT help-desk team of 15 technicians. • Provided Level III technical support for 1200+ clients in a Windows 98/Windows NT/Novell Netware 4.11 network environment. • Performed as Senior Technical Lead on an enterprise project implementing Clarify CRM for a nationwide customer call center. • Project manager on initiative designed to eliminate a 600+ work order backlog within 1 month. • Streamlined existing help-desk software (HEAT) to improve functionality within SAFECO’s service environment. • Built an installation CD using InstallShield to simplify the setup of SAFECO’s remote access programs for clients connecting from outside the office. • Researched and established new computer system standards for workstation purchases.