MARK LEWIS (503) 320-3836 EMAIL@OREGONFAMILY.NET PORTLAND, OR

IT SUPPORT TECHNICIANTECHNICAL & DESKTOP SUPPORT HELP DESK MANAGEMENT SYSTEMS ADMINISTRATION

Established IT support specialist with 20+ years of proven success managing IT support services within multiple environments and industries. Leverage a background supporting top-level executives in the areas of technical development and testing to ensure successful deployment of new technology. Streamline processes and procedures to enhance product delivery and increase customer satisfaction across an organization. Lead cross-functional teams and collaborate with key internal and external stakeholders to identify opportunities and improve technical solutions.

Core Competencies

Technical Support Management Executive Collaboration Cross-Functional Leadership CommunicationTroubleshooting & Testing Process Improvement Product Documentation & Training

TECHNICAL PROFICIENCY

OS / NOS: Microsoft* Windows NT*, XP, 2000, 95/98/98SE/XP/Vista/7/8.x/10, Windows & Windows for Workgroups, Novell NetWare, DOS, OS/2, Macintosh, Linux, Android and iOS Applications / Programs: Microsoft Exchange, Microsoft SQL 6.5, Microsoft Proxy Server, Microsoft Internet Server, various versions of Microsoft Office since original version, HTML, Office 97, Lotus Notes, Terminal ServicesHardware: cell phones, tablets, laptops, wearables, and various other mobile computing and handheld devicesAdditional: Telecommunications, Network Communications Troubleshooting, Server and Workstations Assembly

PROFESSIONAL EXPERIENCE

SunEdison/Cognizant | Portland, OR 2015-presentDesktop Support Services Technician | Solar Plant IT Tech

IT Tech for SunEdison Solar Plant Troubleshoot grower pc and office pc related issues. Troubleshoot Office Automation devices such as copiers. Monitor and configure local PBX hardware Provide support to plant management regarding database integration to current virtual server environment

INTEL CORPORATION | Hillsboro, OR 1998-2015Executive Support Services Technician – Information Technology Group (2002-2015)Provided senior tech support to the CEO, President and top-level executives and Board of Directors. Reviewed, tested and implemented new technology before deployment to executives and provided data recovery on crashed hard drives and SSDs. Successfully duplicated client deployment media on CD / DVD internally to all Client Services groups. Dedicated support technician to 30+ customers across six different campus locations, establishing and maintaining

trust with customers. Streamlined the process for data recovery from failed or failing hard drives and SSDs and reduced expenses by

diagnosing all media before sending them to the external vendor. Provided dedicated on-site support for trade shows and conferences for Intel as well as the entire industry.

Technical Marketing Engineer (2001-2002)Provided team leadership for the connected products division email support team, overseeing product and issue escalations from product support engineers, escalation handling managers and the call center support team. Supported Intel InBusiness Networking products and administered internal ICQ server for backup communications. Created sightings reports Itanium processor family.

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Managed team lab for hardware validation. Played a key role in reviewing new tools and delivering technical support as a member of the support technology

benchmark team. Developed web content and submitted online content changes, created email support forms in order to assist in the

collection of customer data. Streamlined support teams to place focus on customer needs and the best way to deliver excellent service for

specific product lines.

Technical Support Engineer (1998-2001)Provided team leadership for the connected products division email support team, overseeing product and issue escalations from product support engineers, escalation handling managers and the call center support team. Supported Intel InBusiness Networking products and administered internal ICQ server for backup communications.

Technical Support Engineer / Technical Marketing Engineer Experience Continued… Supported the Intel i740 graphics chipset and Express3D video card. Achieved certification for Intel Certified Integration Specialist – Networking. Participated in the company’s trademark and branding on-site help support team. Played a key role in the implementation of an internal chat server utilizing ICQ Groupware for backup

communications during a 2000 rollover. Created HTML documentation of the ICQ product and IMT website design team. Developed and maintained a testing and reporting database for the company’s developer Interop events. Improved troubleshooting of USB, chipset compatibility, system configuration and PCI resource conflicts by

supporting PC camera and video capture products with USB and PCI interfaces, as well as MP3 audio players. Achieved consistency in responses to frequently asked questions by introducing macro software.

CHEYENNE SOFTWARE, INC. / COMPUTER ASSOCIATES | San Diego, CA 1995-1998Technical Support Technician | Technical Support Analyst | Escalation EngineerProvided technical support for ArcServe and IncouLAN Antivirus in NetWare, DOS, Windows 95, Windows, Windows for Workgroups and Windows 95. Served as a product specialist and escalation technician for InocuLAN Antivirus in Novell Netware, Microsoft Windows NT, Window 95, Windows 3.x and DOS platforms. Wrote technical documentation of products and provided product training for on-site customers and technicians. Played a key role in developing and delivering training to the company’s major accounts, including CB Commercial

and DreamWorks.

MAIL BOXES ETC., INTERNATIONAL HEADQUARTERS | San Diego, CA 1992-1995Systems Support SupervisorHeld multiple positions of increasing responsibility throughout tenure with the company, including Intern, Systems Support Specialist, Lead Support Specialist and Systems Support Supervisor. Managed the support department’s delivery of service and support to 2,500+ domestic and international franchises. Supported franchise networks in Windows, telecommunications, PC maintenance, database applications, DOS,

Exellenet and LANtastics by performing testing, Quality Control (QC) and Quality Assurance (QA). Served as a key member of the Partners in Excellence Committee, which spearheaded the company’s customer

satisfaction program. Supervised the implementation of several pilot programs at field sites, overseeing support specialist and

coordinating daily schedules.

Improved the disc modification process for rate updates by strategically bringing the process in-house, which allowed for more control of the duplication process.

EDUCATION, CERTIFICATION & TRAINING

Small Computer & Software Specialist Certificate, Grossmont College

Intel Certified Integration Specialist – Network InfrastructureLinux Workshop

Accelerated MCSE, Win2000 Seminar – LearnQuick.comAscolta Training MCSE Course Curriculum

San Diego Employers Association Workshop for SupervisorsFred Pryor Seminars – Exceptional Customer Service

Data-Tech Institute – Maintaining & Troubleshooting IBM PC and Compatibles Seminar