Alvin Marks
Los Angeles
Summary
IT Manager with over 20 years in technical support and cybersecurity, specializing in developing IT security protocols and managing high-stakes projects. Demonstrated success in enhancing operational efficiency and user satisfaction through strategic initiatives. Committed to leveraging expertise in systems management and risk mitigation to strengthen enterprise IT functions.
Overview
40
40
years of professional experience
1
1
Certification
Work History
IT Manager
PRIDE Industries
Los Angeles
03.2025 - Current
- Spearheaded the customers IT security program, serving as the primary Information Assurance Officer.
- Developed and implemented IT security protocols for the customer.
- Analyzed and resolved data collection, reporting, and access issues.
- Conferred with customers to determine specific requirements for data summaries, management report formats, and information security measures.
- Planned, developed, and trained personnel in disaster recovery systems.
- Managed the customer's document control program by executing Live link Knowledge Manager duties.
- Provided technical assistance with password management to enhance security for users.
- Provided customer and contractor support for the military's IWIMS/ACES computer work order and inventory control systems.
- Oversaw setup and management of the Energy Management and Control System for the bases' HVAC and lighting systems at B252.
- Troubleshot hardware, software, and communications equipment to determine optimal repair methods.
- Recommended computer and peripheral hardware/software purchases and support throughout the customer's offices by performing USLM (Unit Software License Manager) duties.
- Developed financial reports for management to enhance insights into daily operations.
- Formulated long-range strategies for information systems to align with operational analysis findings.
- Acted as a subject matter expert on systems and business processes within functional areas.
- Scheduled and conducted training sessions on both Company and commercial off-the-shelf software for Company personnel.
- Acted as the customers' primary ITEC (IT Equipment Custodian), issuing and recording equipment receipts, performing annual equipment inventories, and initiating Reports of Survey for any missing equipment.
Lead IT Support Engineer, Retail
FanDuel
Los Angeles
11.2020 - 10.2024
- Assumed direct responsibility for technical services and architecture at the local sportsbook site.
- Supervised team activities and ensured project milestones were met.
- Identified and implemented innovative technologies for business enhancement.
- Led projects, providing oversight and coordination among cross-functional teams and vendors to streamline procurement processes.
- Oversaw IT operations at primary office, ensuring seamless service delivery and support.
- Oversaw high-visibility IT projects and projects involving multiple stakeholders.
- Directed day-to-day IT Service Desk projects.
- Spearheaded the on/off-boarding process of company employees, including provisioning equipment, workstation setup, and identity access management solutions.
- Identified infrastructure improvements and projects to enhance capabilities and quality of service across the workplace.
- Mentored and provided supervisory guidance to junior and senior technicians.
- Developed and implemented processes to enhance reliability and performance of laptops and local services.
- Provided technical expertise and hands-on support for end-user infrastructure (hardware, software/OS), including Mac and PC laptops, AV equipment, and other office technical devices.
- Delivered executive support for senior/C-Level leadership.
- Coordinated with the Operations team to maintain 24/7 systems operation with a rotating On-call schedule for production support issues.
- Investigated and educated the team on the latest technologies.
- Maintained and developed IT ticketing systems and standards.
Sr. Technical Support Analyst
The CIM Group
Greater Los Angeles Area
02.2015 - 06.2020
- Provided technical support in Windows environment, addressing user issues with Windows 7 and Windows 10 to ensure operational continuity.
- Addressed user inquiries regarding software or hardware operation to resolve problems.
- Performed imaging of PCs using SCCM to prepare systems for deployment.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Configured conference rooms for daily meetings using Crestron video conferencing, GoToMeeting, and Skype for Business.
- Developed training materials and procedures, or trained users in the proper use of hardware or software.
- Utilized Office 365 applications to support daily operations and enhance productivity.
- Managed I.T. related projects according to management directives.
- Oversaw both small and large projects at various properties, which ranged from telecommunications and office moves to building new conference rooms with enhanced audio/video systems.
- Developed and updated comprehensive project plans for IT projects, outlining objectives, technologies, systems, specifications, schedules, funding, and staffing requirements.
- Identified and selected vendors or consultants to meet specific project needs, ensuring alignment with project goals.
- Initiated and reviewed project modifications.
- Developed training materials and procedures, or trained users in the proper use of hardware or software.
Technology Support Analyst II
IPG
West Hollywood
05.2011 - 02.2015
- Provided technical support in a Windows environment, including XP, Windows 7, and Mac OS X for multiple subsidiary agencies of Interpublic Group.
- Installed and troubleshot Office 365 issues.
- Created user accounts and mailboxes in Active Directory and Exchange 2007 to support user access and communication.
- Set up and configured both Windows and Mac workstations.
- Configured and troubleshot HP LaserJet, Xerox, and Konica Minolta printers for LDAP and email capabilities, enhancing print functionality.
- Migrated Windows XP to Windows 7.
- Ensured timely closure of assigned Remedy Incident Management tickets.
- Resolved all issues related to malware, viruses, and Trojans.
- Reimaged new and old laptops and desktops.
- Configured iPhones, Blackberries, Android phones, and various other mobile devices for company email and troubleshooting hardware/software issues.
- Set up new users on Blackberry Enterprise Server.
- Set up VoIP phones including voicemail and extensions.
- Pushed Symantec Endpoint Protection on unmanaged desktops and laptops.
- Upgraded desktop/laptop hardware such as RAM and hard drives.
- Troubleshot desktops/laptops remotely using LANDesk and remote desktop.
- Coordinated onboarding and terminations of employees to streamline workforce transitions.
- Setup/Troubleshoot conference room A/V equipment including video conferencing.
Technical Administrator
Signtronix
Carson
07.2009 - 03.2010
- Configured and managed Windows 2003/2008 servers.
- Administered network-attached storage using iSCSI protocols.
- Resolved connectivity issues for remote users, enhancing their access to network resources.
- Installed, configured, and troubleshot desktops, laptops, printers, and various other peripherals in a high-volume network environment.
- Created and managed user accounts and mailboxes in Active Directory and Exchange 2007, streamlining user onboarding.
- Resolved client and server email issues.
- Acted as Backup Administrator, managing data backups with Symantec Backup Exec.
- Configured Dell PowerVault 124T.
- Configured and managed Windows Server Update Server (WSUS).
- Managed user access to SharePoint.
- Troubleshot network-related issues.
- Installed and configured ShoreTel VOIP phones.
- Diagnosed and resolved issues related to viruses, malware, and spyware, ensuring system security and integrity.
Field Services Administrator
Sourcecorp Bps Inc
Carson
10.2008 - 05.2009
- Configured, maintained, and troubleshot Windows 2003-2008 servers to ensure optimal performance and reliability.
- Responded to computer and network problems in a timely manner.
- Addressed all network-related connectivity issues.
- Managed user account creation and removal in Active Directory and Exchange 2003 to support secure access control.
- Performed network backup according to the designated schedule.
- Ensured successful daily backups, retention policies, and proper storage.
- Set up tape retrieval and managed the tape exporting process.
- Resolved issues related to file uploads and FTP servers.
- Contributed to development of policies, procedures, and resources for network and systems management.
- Assisted in documenting the network, applications, and resources.
- Provided hands-on desktop support for Windows 2000 and XP.
- Supported a high-end document scanning system.
- Removed viruses from infected systems to restore functionality.
- Implemented hard drive encryption.
Lead Technical Analyst
UTi Worldwide Inc.
Long Beach
06.2005 - 10.2008
- Supported over 1,600 users throughout North America, both on-site and remotely.
- Installed and troubleshot desktop applications such as Microsoft Office Suite and configured Outlook for Exchange.
- Configured, upgraded, and troubleshot hardware and software issues for desktops and laptops, enhancing user experience and minimizing downtime.
- Installed, configured, and troubleshot Cisco Client VPN for remote users.
- Created user accounts, computer setups, mailboxes, and distribution lists in Active Directory, ensuring timely access for new employees.
- Managed incident and change requests via the Remedy Incident Management system.
- Created custom Crystal Incident Reports for management review.
- Served as Project Manager for Remedy Action Request System implementation across North America.
- Collaborated with management to implement and configure Change Management policy and procedures in Remedy.
- Utilized ITIL Fundamentals principles to enhance service management processes.
- Worked closely with auditors during Sarbanes-Oxley/GCC audits.
- Configured and managed daily backups of 20+ servers, including SQL and Exchange file servers, using Legato Networker with Dell PowerVault 136T tape library in a SAN environment.
- Conducted training programs to educate end-users and support staff on basic and specialized applications, improving overall software proficiency.
- Performed daily checks of business-critical systems and reported issues to management.
EDI Manager
Lions Gate Entertainment
10.2003 - 06.2005
- Established Trading Partner Relationships and mapped various EDI documents such as 850, 860, 856, 830, and 810 for customers and vendors.
- Coordinated EDI upgrades and conducted testing to ensure seamless integration with customers and vendors.
- Ensured the successful flow and quality of all EDI transactions.
- Identified and resolved EDI translation errors to ensure accurate data exchange.
- Monitored communication statuses for VAN, AS2, and FTP to ensure reliable data exchange.
- Managed activities related to planning, researching, and evaluating new technology integration, systems development, methodologies, data administration, capacity planning, and technical support.
- Configured AS/400 to communicate with existing PCs and MACs via Rumba and Client Access/Express.
MIS Manager/EDI
Small World Toys
03.1998 - 10.2003
- Managed planning, research, and evaluation of new technology integration, systems development, data administration, capacity planning, and technical support to enhance operational efficiency.
- Oversaw planning, implementation, and maintenance of Harbinger/Peregrine's relational EDI database operations, ensuring seamless data transactions.
- Performed necessary EDI systems maintenance to update records, specifications, and operating procedures.
- Established trading partner relationships and mapped EDI documents (850, 860, 856, 830, 810) to meet customer and vendor requirements.
- Monitored communication status for VAN, AS2, and FTP activities and coordinated issue resolutions.
- Troubleshot and assisted customers and vendors with all translation errors.
- Documented all procedures for translating and troubleshooting EDI documents.
- Maintained all AS/400 related issues such as printing, TCP/IP, and communication sessions.
- Configured AS/400 to communicate with existing PCs and MACs via Rumba and Client Access/Express.
- Planned, installed, and configured the entire Windows NT and Exchange 5.5/2000 network infrastructure.
- Provided desktop technical support for complex hardware, software, application, and operating system issues.
- Conducted training sessions for Information Systems staff to enhance their technical skills.
- Assessed needs for technical and professional growth and recommended development opportunities.
- Evaluated employee performance and provided guidance and feedback.
- Authored training materials and programs for department staff and users.
- Managed and maintained the AS/400, including operating system upgrades, backups, applying PTFs, monitoring batch jobs, and managing user access and storage capacity.
AS400 Administrator
Federal Reserve Bank of San Francisco
04.1990 - 05.1998
Infantry
United States Marine Corps
11.1985 - 12.1990
Education
Bachelors of Science - Business Administration
California State University-Dominguez Hills
Carson, USA05-2010
AA - Business Administration
Pasadena City College
Pasadena05-1994
Skills
- IT project management
- ITIL framework
- Agile methodologies
- Change management
- Risk management
- Information security
- Asset management
- Vendor management
- IT service management
- Supervisory skills
- Team development
- Customer support and service
Certification
- CompTIA Security+
- CompTIA A+
- ITIL v3
Timeline
IT Manager
PRIDE Industries
03.2025 - Current
Lead IT Support Engineer, Retail
FanDuel
11.2020 - 10.2024
Sr. Technical Support Analyst
The CIM Group
02.2015 - 06.2020
Technology Support Analyst II
IPG
05.2011 - 02.2015
Technical Administrator
Signtronix
07.2009 - 03.2010
Field Services Administrator
Sourcecorp Bps Inc
10.2008 - 05.2009
Lead Technical Analyst
UTi Worldwide Inc.
06.2005 - 10.2008
EDI Manager
Lions Gate Entertainment
10.2003 - 06.2005
MIS Manager/EDI
Small World Toys
03.1998 - 10.2003
AS400 Administrator
Federal Reserve Bank of San Francisco
04.1990 - 05.1998
Infantry
United States Marine Corps
11.1985 - 12.1990
Bachelors of Science - Business Administration
California State University-Dominguez Hills
AA - Business Administration
Pasadena City College