mark felty

* Worked with upper management to address a support need and was promoted to Support Specialist. Position consists of multiple roles including but not limited to: * Escalation point for Tier 2 support agents * Management of customer MDM solutions including Good for Enterprise, Airwatch, Mobile Iron and Blackberry Enterprise Servers * Reinforcement for Mobility Consultants * Technical resource for external customers and IT Support groups regarding the above solutions * Management of a small, dedicated Tier 2 MDM support team * Primary point of contact for IMAC changes for Customer Advocates * Primary point of contact for configuration technicians * Creation and maintenance of Tier 1agent support documentation * Training of agents for new customers * Created and managed the Tier 2 MDM Support role, its functions, and implemented processes and procedures for the team * Support external customer mobility devices including Apple iOS, Android, Blackberry OS, Windows Mobile devices and applications * Account management for customer Blackberry Enterprise Servers and Good Enterprise Mobility

* Active Directory account management of distribution groups, exchange accounts and security groups for over 50 Windows 2003 servers in three affiliates nationwide * Performed regular audits of servers, shares and accounts to ensure network security compliance * Provided telephone hardware, application, and network support nationwide * Supported Outlook, Windows XP, Microsoft Office, PeopleSoft Enterprise One, Cisco VPN, general hardware support of Dell desktops and laptops and printer support of HP printers * Initiated and composed documents for the technology database that is in use today * Consistently remained in the top three support specialists for call volume, first time resolutions and call time compliance

* Initially brought in on a one month contract which was extended to 1 year * Software support of a multitude of applications * Assisted with managing a Blackberry Enterprise Server * Performed limited Active Directory Administration tasks * Assisted with network troubleshooting

Contract work assigned to The Dallas Morning News) Assisted with a technology refresh. Inventoried old and new equipment, zeroed out old equipment, packaged and stored for pickup. Also assisted with the deployment of new machines and performed some limited trouble ticket resolution.