Mark Gruspe
trategic Technical Support Engineer and IT Systems Specialist with over 17 years of total experience in IT operations, including hands‐on support for SaaS platforms across MSPs, enterprise environments, and distributed teams.
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About
Strategic Technical Support Engineer and IT Systems Specialist with over 17 years of total experience in IT operations,
including hands‐on support for SaaS platforms across MSPs, enterprise environments, and distributed teams. Experienced in leading cloud migrations, managing device lifecycles, and handling complex escalations. Skilled at diagnosing and resolving issues across software, hardware, networking, remote configurations, and IoT devices, administering and supporting platforms such as Microsoft 365, Google Workspace, and Azure, with a strong focus on building scalable infrastructure,
ensuring secure access, and driving effective cross‐functional collaboration.
Experience
● Responded to client and user technical issues, ensuring uninterrupted business operations and maintaining system uptime while improving client satisfaction and reinforcing trust in IT support services.
● Provided proactive support across software, hardware, and network environments, resolving diverse client configuration issues and managing urgent escalations to maintain system stability and ensure seamless operations while enhancing overall client productivity.
● Facilitated Out‐of‐Box Experience (OBE) laptop setups for clients, streamlining onboarding by ensuring devices are fully configured with required software and ready for immediate use.
● Collaborated closely with internal teams and workgroups to fulfill service requests within defined SLAs, promoting efficiency and client satisfaction
● Administered ThreatLocker Cyber Security, ensuring all software requests and installations were properly authorized, compliant with security policies, and aligned with organizational standards
● Developed and maintained Knowledge Base Articles via IT Glue to improve internal support resources.
● Supported users across SaaS and IoT platforms, including smart endpoints and cloud-connected devices.
● Managed Google Workspace and Microsoft 365 environments for SMB clients, enforcing MFA and auditing access.
Education
● BS Computer Engineering - AMA Computer University - Makati City
● Certified ThreatLocker Cyber Security Professional
● ITIL v3 Certified
● Proficient in Office 365, M365 Admin, Exchange Online, Azure Admin, Entra ID, Active Directory, MDM Solutions, and
Automation: Intune, NinjaOne (formerly known as NinjaRMM), and ImmyBot
● Experienced with VPNs: Cisco AnyConnect, Sophos, CyberRoam, NordVPN, OpenVPN,
● Firewalls: SonicWall, Ubiquiti, pfSense, Huawei, Barracuda,
● VOIP Systems Administration: 3CX VOIP Telephony, 3CX and Yeastar
● OS and device platforms: Windows 11 and previous releases, Unix/Linux, Chromebook, Mac, iOS, and Android
● Network Admin: Troubleshoot and Resolve network connectivity, Network Printers, FTP/SFTP, TCP/IP, CITRIX Apps,
● Remote apps/tools: Splashtop, LogMeIn, TeamViewer, RDP, ScreenConnect, ConnectWise Control, DELLConnect,
GotoAssist, AnyDesk, ConnectIT, Ultra VNC, BeyondTrust Remote (formerly BomGar), NinjaOne remote tool.
● RMM tools: NinjaOne and CW Automate, Kaseya VSA, GoTo Resolve (formerly GoToAssist)
● Ticketing tools: Halo PSA, Zendesk, JIRA, ServiceNow (SNOW), ConnectWise Manage, Siebel, Clarify, Remedy ITSM,
● Scripting and Automation: PowerShell, ImmyBot, CIPP (Cloud Infrastructure Provisioning Portal), NinjaRMM,
ConnectWise Automate
● IoT Support - Troubleshooting Smart IoT TVs, smart devices, sensors, and cloud-integrated endpoints; firmware diagnostics; device provisioning; remote monitoring
● Backup and Recovery Administration: CommVault, Symantec, Norton, Rapid Recovery 6.2 Admin
● SaaS Application Support & Administration (Microsoft 365, Google Workspace, Salesforce) Identity & Access
Management (SSO, MFA, RBAC across Okta, Azure AD, JumpCloud)
● Cloud Migrations & SaaS Rollouts (Exchange Online, Dropbox Business, Zoom, ImmyBot, and JumpCloud MDM)
● MDR/SOC tools: Huntress
● SIEM/XDR tools: Bluemira
● Email Adaptive Security: IronScales
● Experience on Cloud Solution Provider(CSP) - Pax8 for M365 License Provisioning
● Monitoring/Vendor Coordination (Slack, Teams, Grafana)
● Dell Certified Systems Expert (DCSE)
