Mark

Senior information technology professional with 20+ years of experience improving infrastructure reliability, security, technical support, VoIP operations, and business technology systems. Proven ability to stabilize business-critical systems, reduce security incidents, support large user communities, manage distributed infrastructure, and translate technical issues into practical operational improvements. Recently completed a Master of Business Administration in Business Data Systems Analytics, strengthening skills in data analysis, business intelligence, process improvement, and technology-based decision support.

Career Transition and Professional Development - Self-Employed / Career Transition - San Angelo, TX

(2025-07)

• Pursuing senior IT infrastructure, systems administration, VoIP, and data systems roles following completion of graduate study in Business Data Systems Analytics.
• Continuing professional development in business intelligence, data analysis, systems documentation, process improvement, and technology operations.

Systems Administrator - West Texas Rehabilitation Center - San Angelo, TX

(2023-06 - 2025-07)

• Administered operating systems, application software, and system management tools supporting 250+ users.
• Improved the organization's security posture and reduced security incidents by 98% through firewalls, encryption, access controls, and system security measures.
• Maintained server hardware, storage, memory, processors, backups, and recovery processes to support 99.9% uptime.
• Monitored and maintained network infrastructure, including 30+ routers, switches, and firewalls.
• Managed Oracle and SQL databases supporting 10+ business applications across multiple departments.
• Created and maintained user accounts, permissions, and access rights for cross-functional business operations.
• Resolved an average of 20+ technical issues per month while monitoring system performance and user impact.
• Developed system documentation, user procedures, backup plans, and recovery processes to improve operational continuity.
• Trained and supported 200+ users on system usage, troubleshooting, and access procedures.
• Researched and recommended new technologies and strategies to improve systems and business operations.

Voice Engineer - American Airlines - Dallas, TX

(2021-01 - 2023-05)

Contractor

• Provided Tier 3 support for open standards-based VoIP solutions in an enterprise airline environment.
• Configured and deployed new voice hardware and software for six international sites.
• Troubleshot service-impacting issues using packet capture tools, system logs, and VoIP platform analysis.
• Maintained server and application configurations on VoIP platforms to support reliable voice operations.
• Partnered directly with equipment vendors to resolve technical issues and restore service.
• Tracked open trouble tickets through resolution while coordinating with technical teams and stakeholders.
• Supported Ribbon/Sonus Session Border Controllers and related voice infrastructure.

Systems Administrator III - Charter Communications - Colorado Springs, CO

(2019-03 - 2020-01)

Contractor

• Administered and monitored the Nexidia Interaction Analytics platform for enterprise operations.
• Managed Oracle APEX workspaces and supported custom application development.
• Performed Oracle database administration and maintenance to support business applications.
• Developed PowerShell scripts to automate processes and improve operational efficiency.
• Resolved service desk tickets through JIRA while supporting daily operational requirements.
• Participated in daily Change Management meetings to coordinate system changes and reduce operational risk.
• Documented technical and functional procedures for new personnel and support teams.

VoIP Support Engineer - Premiere Global Services - Colorado Springs, CO

(2008-10 - 2019-03)

• Administered and monitored 2,000+ systems globally in support of enterprise VoIP services.
• Delivered Tier 3 support for open standards-based VoIP solutions across distributed environments.
• Managed and completed 285 projects in 2015, supporting infrastructure improvements and service delivery goals.
• Troubleshot voice and network issues using packet captures, logs, SIP, RTP, SDP, codecs, and related protocol analysis.
• Setup of VoIP site in Singapore in 2010.
• Coordinated with vendors to resolve complex equipment and platform issues.
• Supported Sonus and Acme Packet Session Border Controllers and carrier-grade networking environments.
• Supported systems and products across all layers of the Open Systems Interconnection model.
• Helped develop team capability through technical support guidance and operational knowledge sharing.

Tier 3 Technical Support Representative - WOW! Internet and Cable - Colorado Springs, CO

(2005-10 - 2008-10)

• Supported residential and business customers with video, internet, and telephone troubleshooting in a call center environment.
• Achieved 93% first-call resolution for customer-related issues without dispatching technicians on-site.
• Assisted with development of troubleshooting steps for company intranet knowledge resources.
• Supported onboarding and skill development for Tier 1, Tier 2, and Tier 3 technical personnel.

Customer Service Representative - Hewlett-Packard - Colorado Springs, CO

(2003-01 - 2005-10)

• Resolved 3,500+ customer and sales issues, saved HP more than $300,000 in 2004, and received multiple service recognitions from coworkers and customers.

Administrative Assistant / Post-Closing Specialist - Bridgespan Title Company - Frisco, TX

(2001-12 - 2003-01)

• Supported daily office operations for a 150-person national title company, maintained office equipment, handled customer service, mailed and tracked mortgage closing packages, and verified signed loan packages for 23+ national mortgage lenders.

Aviation Machinist's Mate (E-5) / Naval Aircrew - United States Navy - NAS Norfolk, VA

(1995-10 - 2001-08)

• Served as aircraft engine mechanic, jet shop supervisor aboard USS Bataan (LHD-5), crew chief, and loadmaster.
• Completed five years of pre-flight, in-flight, and post-flight operations with no incidents, including 250+ aircraft carrier takeoffs and landings.

Master of Science - Business Data Systems Analytics - Angelo State University

Bachelor of Science - Information Technology - University of Phoenix