Marc Wagner
Syracuse,NY
Summary
Detail-oriented and results-driven IT professional with over 15 years of experience in software support and technical leadership. Proven track record of resolving complex issues, leading teams, and implementing solutions that improved system performance by 25% within five weeks. ITIL Foundation certified. Work independently, as well as with a team.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Appliance Engineer – L2 Software Support - Full-time
XTIUM, Inc. ( formerly ATSG, Inc. and Optanix, Inc. and ShoreGroup, Inc. )
Syracuse, NY
10.2020 - 03.2025
- Analyzed and resolved complex RCA (root cause analysis) software issues related to Platform applications, improving system uptime and customer satisfaction.
- Collaborated with enterprise customers and PM's to quickly address and resolve PI issues, ensuring minimal disruption to operations. Increasing uptime by 34% within two quarters.
- Acted as an escalation point for stakeholders and PM team. Provided debugging, log analysis, running DB queries and other data tooling expertise for efficient problem resolution.
- Coordinated software patch rollouts in alignment with customer-approved maintenance windows.
- Increasing customer satisfaction by 25% in three quarters.
- Partnered with Development, IT, and Managed Services teams to address bugs, issues, and testing changes to internal network devices, enhancing system stability.
SaaS Supervisor - Full-time
Optanix/ATSG
Syracuse, NY
12.2014 - 10.2020
- Increased productivity by 20%, enhancing service delivery and customer relationships.
- Supervised engineers in managing day-to-day operations, ensuring high-quality standards.
- Collaborated with engineers to meet project deadlines and implement client requirements successfully.
- Oversaw incident management processes to troubleshoot technical issues and adhere to SLA deadlines.
Lead MACD Engineer - Full-time
ShoreGroup
Syracuse, NY
04.2014 - 12.2014
- Provided expert event management for high-priority issues ( PI ) via Jira and OPTX ticketing system , resolving technical issues with minimal impact on client infrastructure.
- Led the onboarding process for new enterprise clients, collaborating with TM's, configured DMA's and delivered tailored solutions. Updated standard operating procedures.
- Led a team of engineers to streamline SaaS operations, achieving a 20% productivity boost within one year by implementing effective task management strategies.
L1 Appliance Engineer Implementation Engineer - Full-time
ShoreGroup
Syracuse, NY
06.2012 - 04.2014
- Responded to client requests and investigation into issues with monitoring appliances, ensuring consistent service quality and reliability. Achieving 99.9% uptime each year.
- Managed the onboarding of new clients, configured appliances and worked with TM's. Leveling and optimizing documentation, workflows and operational processes.
Education
Associate of Applied Science - Information Technology
Bryant & Stratton College
Liverpool06.2006
Associate of Applied Science - Computer Science
Cayuga Community College
Auburn06.2002
Skills
- Accountable
- Apache
- API (Application Programming Interface)
- C
- Cassandra
- Client Onboarding
- Cloud technologies
- Collaboration
- Communication Skills
- Critical thinking
- Curious
- Customer service
- Customer support
- Documenting and writing
- Firewall
- Improve processes
- Independent
- JavaScript
- JIRA
- KPIs
- Kubernetes
- Leadership
- Linux servers
- Management systems
- Microsoft Office Suite
- Monitor performance
- Motivated
- MySQL
- Network device management
- Network infrastructure
- OPTX Platform
- Point of contact
- Proactive
- Problem solver
- Product configuration
- Product support
- Relational databases
- SaaS
- ServiceNow (SNOW)
- Software Installation
- Support experience
- Systems integration
- TCP/IP
- Technical knowledge
- Technical support
- Triage
- Troubleshooting
- Ubuntu OS
- Willingness to learn
- Network configuration
- Quality assurance testing
- Programming languages
- Team collaboration
- Content management systems (CMS)
- Time management
- Process development
- Technical writing
- Data management
- Automated testing
- Process improvement
- Data structure understanding
- Project management
- System troubleshooting
- Root-cause analysis
- Big data analysis
- Data analysis
- Analytical problem solving
- Technical documentation
- Critical thinking
- Cloud computing
- Quality assurance controls
- Process automation
Certification
- ITIL v3 Foundation
- AXELOS Global Best Practice
- 01/2017 - Present
Awards
Dean's List - All semesters
References
References available upon request.
Timeline
Appliance Engineer – L2 Software Support - Full-time
XTIUM, Inc. ( formerly ATSG, Inc. and Optanix, Inc. and ShoreGroup, Inc. )
10.2020 - 03.2025
SaaS Supervisor - Full-time
Optanix/ATSG
12.2014 - 10.2020
Lead MACD Engineer - Full-time
ShoreGroup
04.2014 - 12.2014
L1 Appliance Engineer Implementation Engineer - Full-time
ShoreGroup
06.2012 - 04.2014
Associate of Applied Science - Information Technology
Bryant & Stratton College
Associate of Applied Science - Computer Science
Cayuga Community College