Mark Ford
Glen Burnie,MD
Summary
Help desk support specialist with a strong focus on effective communication and problem-solving. Proven track record in incident documentation and user training, leading to enhanced IT service delivery and user satisfaction. Skilled in providing excellent customer service and technical support for software and hardware issues, ensuring high customer satisfaction through adept troubleshooting.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist
General Dynamics
Annapolis Junction, Maryland
04.2025 - Current
- Acted as the primary contact for customers via phone and chat, facilitating issue resolution.
- Delivered technical support and troubleshooting for end-users, enhancing user satisfaction across various platforms and systems.
- Troubleshot hardware, software, network, and application issues to improve user experience.
- Resolved desktop-related issues involving Microsoft Windows, Office 365, and Active Directory.
- Collaborated with team members to streamline service delivery processes, improving response times and user experience.
- Documented incidents and solutions in ticketing systems, ensuring clear communication and continuity in support efforts.
- Managed IT systems using tools such as ping command for diagnostics and account oversight.
- Supported compliance with DOD cybersecurity policies through user training and guidance.
- Participated in system upgrades and deployments to guarantee seamless transitions.
- Assisted in the installation of new hardware, software, and operating systems.
- Resolved Level 1 technical issues with software, hardware, and peripherals.
Access Control Specialist
Amentum
Annapolis Junction, Maryland
03.2024 - 04.2025
- Monitor and maintain appropriate automated/manual logs, journals, and computer databases.
- Meet, greet, and interact professionally with employees, VIPs, and the general public.
- Deny entrance of prohibited materials and other items as specified by the Accrediting Official
- Conduct random inspections of secured areas for unapproved personnel and material items
- Diligently monitor your restricted area
School Bus Driver
MBG Enterprises
Hanover, Maryland
09.2023 - 03.2024
- Operated school bus to transport students to and from school in a safe and timely manner.
- Maintained a clean and organized bus interior to ensure the comfort and safety of passengers.
- Adhered to all traffic laws and safety regulations while driving the school bus.
- Conducted pre-trip and post-trip inspections to ensure the bus was in good working condition.
- Communicated effectively with students, parents, and school staff to address any concerns or issues related to bus transportation.
School Bus Driver
Newton County School System
Covington, Georgia
09.2022 - 09.2023
- Operated school bus to transport students to and from school safely and on time.
- Maintained a clean and organized bus interior, ensuring a safe and comfortable environment for students.
- Performed routine inspections and maintenance on the bus to ensure its safety and reliability.
- Obey traffic and weather conditions while ensuring adherence to safety rules.
- Maintained safety regulations while operating bus and ensured students adhered to safety rules.
School Bus Driver
Lonergan's Charter Services
Severn, MD
06.2021 - 09.2022
- Operated a school bus following scheduled routes and adhering to strict timetables.
- Maintained a safe and orderly environment for students while driving the bus.
- Performed pre-trip and post-trip inspections of the bus to ensure it is in good working condition.
- Communicated effectively with students, parents, and school staff to address any concerns or issues.
- Followed all traffic laws and safety regulations to ensure the safety of passengers and other road users.
School Bus Driver
Wilson's School Bus Service
Pasadena, Maryland
08.2019 - 06.2021
- Operated school bus safely and efficiently on designated routes.
- Ensured the safety and well-being of students during transportation.
- Maintained cleanliness and orderliness of the school bus.
- Performed routine maintenance checks on the school bus to ensure it is in good working condition.
School Bus Driver
Baltimore County Public Schools
Arbutus, Maryland
08.2016 - 08.2019
- Operated a school bus safely and efficiently, following all traffic laws and regulations.
- Ensured the safety and well-being of students while on the bus.
- Maintained a clean and organized bus interior, including regular cleaning and sanitizing.
- Communicated effectively with students, parents, and school staff regarding bus schedules and any changes.
- Conducted pre-trip and post-trip inspections of the bus to ensure it was in good working condition.
Education
U.S. Army Engineer School
Fort Leonard Wood U.S. Army Installation
Major General Leonard Wood, MO05-2017
GED -
Army National Guard GED Program
Little Rock, AR08-2011
Skills
- Technical support and user assistance
- Software installation and upgrades
- Network troubleshooting and diagnostics
- Incident documentation
- Basic IT security
- Active Directory management
- Team collaboration
- Hardware diagnostics
- Remote desktop support
- Problem solving and analytical thinking
- Attention to detail
- Effective communication and interpersonal skills
- Client management
Certification
CompTIA Security+ SYO-701 Candidate ID COMP001022633814
Timeline
Help Desk Support Specialist
General Dynamics
04.2025 - Current
Access Control Specialist
Amentum
03.2024 - 04.2025
School Bus Driver
MBG Enterprises
09.2023 - 03.2024
School Bus Driver
Newton County School System
09.2022 - 09.2023
School Bus Driver
Lonergan's Charter Services
06.2021 - 09.2022
School Bus Driver
Wilson's School Bus Service
08.2019 - 06.2021
School Bus Driver
Baltimore County Public Schools
08.2016 - 08.2019
U.S. Army Engineer School
Fort Leonard Wood U.S. Army Installation
GED -
Army National Guard GED Program