Mark Hegeman

• Coordinate with vendors and third-party service providers to resolve technical issues, implement updates, and ensure software meets the evolving needs of local government operations.
• Support and maintain government-specific software applications, ensuring they are fully operational, secure, and compliant with relevant regulations and policies.
• Lead and manage IT projects from initiation through completion, ensuring all objectives, timelines, budgets, and stakeholder requirements are met within the scope of local government operations.
• Collaborate with multi-departmental teams, including IT staff, government officials, and external vendors, to define project goals, deliverables, and resource requirements.
• Monitor and report on project progress, providing regular updates to senior management and stakeholders, and adjusting plans as necessary to stay on track.
• Ensure compliance with local government regulations and policies, ensuring all IT projects adhere to legal, security, and privacy requirements.
• Develop and maintain project documentation, including project plans, schedules, budgets, risk assessments, and post-project evaluations to ensure transparency and accountability.
• Manage resource allocation, including personnel, hardware, and software, to ensure efficient use of IT resources across multiple concurrent projects.
• Provide leadership and guidance to IT teams, offering support and fostering a collaborative work environment to achieve project goals and improve the department’s overall performance.

Starting Role: Helpdesk Technician I

• Coordinate and manage client interactions to resolve desktop and application issues efficiently, ensuring a high level of professionalism and client satisfaction.
• Foster strong client relationships by delivering exceptional service, aiming for repeat business and personal requests for support.
• Gain proficiency in managing a wide range of software applications, including CAD and medical software, to ensure seamless project execution across various client needs.
• Oversee troubleshooting and resolution of peripheral equipment issues.

Second Role: Field Technician

• Lead and support remote technicians and engineers in troubleshooting and resolving onsite technical issues, ensuring project timelines are met and client expectations are exceeded.
• Manage the installation and configuration of new network equipment and endpoints.
• Coordinate cable management tasks, including diagnosing faulty cables, overseeing the termination and installation of new cabling, and ensuring all work meets project specifications.
• Take ownership of escalated issues from tier one help desk support, prioritizing resolution and maintaining project momentum.
• Curate and organize documentation detailing issues and resolutions across various systems
• Provide training and mentorship to support teams, ensuring they are equipped to meet project requirements and deliver high-quality support.

Final Role: Project Technician

• Serve as the project lead for technical implementation, overseeing the execution of project scope and ensuring alignment with client objectives and timelines.
• Collaborate with systems engineers to configure and deploy systems and network devices, managing resources and coordinating efforts to meet project milestones.
• Oversee the configuration and management of systems, including Microsoft 365, SharePoint, and various MDR/EDR platforms, ensuring systems are optimized for project success.
• Lead the planning and design of VoIP systems based on client specifications, ensuring all requirements are met while managing timelines, budgets, and resources effectively.
• Monitored and tracked time and expenses in order to support clear billing practices.

• Test, maintain, and monitor computer programs and systems.
• Develop, document, and revise system design procedures, test procedures, and quality standards.
• Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.
• Review and analyze computer printouts and performance indicators to locate code problems, and correct errors by correcting codes.
• Communicate with clients and coordinate with Sales team to determine customer needs.
• Design, build, or operate equipment configuration prototypes, including network hardware, software, servers, or server operation systems.
• Coordinate network operations, maintenance, repairs, or upgrades.
• Account manager of exclusive photography client based out of NYC, project lead on government systems partnering with NOAA (replication server project), and managing numerous local based clients.

• Assessed threats, risks and vulnerabilities from emerging security issues to advise pertinent stakeholders on appropriate measures.
• Conducted IT audit assessments for systems or applications to recommend solutions to mitigate risks.
• Analyzed security policies for usefulness and value to suggest security policy improvements.
• Conducted and participated in annual disaster recovery exercises.
• Documented entire penetration testing lifecycle during engagements for future review.