Kyron Mack
Network Engineer
CARLSBAD,CA
Summary
Experienced IT professional and Navy Vet with a proven track record of 25 years implementing innovative solutions to enhance business operations. Skilled in systems analysis, network administration, and software development. Strong communication and leadership abilities. Government Secret Clearance eligible.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Field Support Specialist II, On-Site Support Lead
Sysco Food San Diego
08.2018 - Current
- Provided advanced technical support for hardware and software issues on site
- Led team in resolving complex technical problems and meeting service level agreements
- Trained and mentored junior support staff in troubleshooting and customer service skills
- Collaborated with cross-functional teams to implement technology solutions and improve processes
- Developed and implemented EMR training programs to improve user proficiency
- Led initiatives to optimize workflow and enhance system capabilities for efficiency
- Provided Tier 3 support for complex system issues and troubleshooting
- Collaborated with IT and clinical staff to ensure compliance with regulatory standards
- Managed a team of five data specialists, delegated tasks and ensured completion
- Oversaw data cleansing, deduplication, and validation, ensuring data accuracy and consistency.
- Contributed to company growth by consistently meeting or exceeding targets related to response times, client satisfaction scores, and closed tickets per month metrics.
- Established lasting relationships with key clients through a combination of reliable support services and proactive issue resolution strategies.
- Enhanced team performance by sharing knowledge, best practices, and innovative problem-solving techniques with colleagues on a regular basis.
- Developed comprehensive training materials for new hires to ensure consistent knowledge transfer and faster onboarding.
- Delivered detailed reports on equipment performance metrics, enabling informed decision-making regarding future investments in technology upgrades or replacements.
Clinical Systems Administrator Contractor
ManTech
04.2016 - 08.2018
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Streamlined network administration tasks for increased efficiency through automation scripts.
- Spearheaded inventory control measures to replenish and maintain IT equipment.
- Enhanced system security with regular patch updates and vulnerability assessments.
- Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.
Team Lead/MDM Administrator
PruittHealth IT
01.2014 - 08.2015
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Custom Accounts Analyst II
Prism Point Technologies
01.2013 - 03.2014
IT Systems Support Analyst Contractor
BWAY Corp
10.2011 - 01.2013
Field Technical Support Contractor
Dell/State of Georgia
03.2010 - 10.2011
Independent IT Consultant
02.2009 - 03.2010
Solution Center Analyst Contractor
Children's Health Care of Atlanta
08.2008 - 02.2009
Senior Help Desk engineer
FORSCOM
04.2006 - 07.2008
Information Systems Technician, First Class
United States Navy
10.1998 - 08.2005
Education
Important foundational network concepts and critical technical skills training including simulations, and hands-on project experience with required skills qualification check. 25 virtual labs that teach in-demand real-world cyber skills. Real-world skills training and project-based learning with over 100+ hours of project build-out time. Advanced network troubleshooting with required skills qualification check.
- Relevant Coursework: Cisco Certified Network Associate & CompTIA Security+
Skills
- Networking
- Technical support
- Troubleshooting
- Cybersecurity
- Cisco IOS
- Cable Crimper
- Tester
- Stripper
- Terminal Emulator
- Port Scanner
- Ping
- Traceroute
- ICMP
- Password Manager
- Hardware- Dell
- HP
- Acer
- ASUS
- MAC
- Cellular
- XEROX
- RICOH
- Software-Windows 10/11
- Microsoft 365/Azure / SCCM / MECM / MacOS
- IT project management
- On-Site Support
- Remote Support
- Wireless Networking
- Hardware Installation
- Field Operations
- Application support
- System Maintenance
- Equipment Repair
- Backup and recovery
- Software configuration
- Asset Management
- Server Management
- Network Administration
- Mobile Device Management
- Virtualization Technologies
- Network configuration
- Security Protocols
- Incident Management
- Server maintenance
- Data Recovery
- Software Deployment
- System Administration
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Organizational Skills
- Active Listening
- Remote Technical Support
- Help Desk Support
- Desktop support
- Friendly and Patient
- Troubleshooting Network Issues
- Technical issues analysis
- Hardware and Software Repair
- Technical Troubleshooting
- Interpersonal Skills
- Customer service expert
- Highly Professional
- Computer Diagnostics
- Customer Communication and Empathy
- Device Installation
- Collaborative Team Player
- Software Upgrades
- Application installations
- Hardware and Software Configuration
- Issue and Resolution Tracking
- Online Chat Support
- Support Services
- Call Management
- Customer Needs Assessment
- User Support
- Hardware diagnostics
- System Configuration
- Tracking and Documentation
- Employee Computer Support
- LAN/WAN
- Equipment Inspection
- Call Center Operations
- Incoming Call Management
- Project Coordination
- Hardware upgrades
- TCP/IP
- Software diagnosis
- Error Detection
- User Training
- Component Replacement
Certification
- CompTIA A+ 4/2016
- CompTIA Security+ In progress
- Cisco Certified Network Associate In progress
- NGT Cyber Security Professional (NCSP) In progress
- NGT CyberSecurity Specialist Program (Course) 4/2024
- NGT Full Stack Network Engineer Program (Course) 4/2024
- NGT Full Stack Network Associate (FSNA) 5/2024
- NGT Cyber Security Associate (NCSA) 5/2024
- NGT Full Stack Network Professional (FSNP) 6/2024
Link
www.linkedin.com/in/kyronmack
Personal Information
Title: Network Administrator
Timeline
Field Support Specialist II, On-Site Support Lead - Sysco Food San Diego
08.2018 - Current
Clinical Systems Administrator Contractor - ManTech
04.2016 - 08.2018
Team Lead/MDM Administrator - PruittHealth IT
01.2014 - 08.2015
Custom Accounts Analyst II - Prism Point Technologies
01.2013 - 03.2014
IT Systems Support Analyst Contractor - BWAY Corp
10.2011 - 01.2013
Field Technical Support Contractor - Dell/State of Georgia
03.2010 - 10.2011
Independent IT Consultant -
02.2009 - 03.2010
Solution Center Analyst Contractor - Children's Health Care of Atlanta
08.2008 - 02.2009
Senior Help Desk engineer - FORSCOM
04.2006 - 07.2008
Information Systems Technician, First Class - United States Navy
10.1998 - 08.2005
NGT Academy - ,
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