Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Office
Languages
Timeline
Generic

Mark Jagger

Azle

Summary

Dynamic Clinical Service Desk Manager with a proven track record at ATOS IT Solutions, excelling in technical support and employee training. Enhanced user satisfaction through process improvements and effective issue resolution. Adept at troubleshooting and diagnostics, I foster strong client relationships while driving continuous improvement initiatives.

Overview

19
19
years of professional experience

Work History

Clinical Service Desk Manager -Team Lead

ATOS IT Solutions and Services
Plano
05.2021 - Current
  • Managed team of technicians to deliver high-quality customer support.
  • Led service desk operations to ensure efficient issue resolution.
  • Developed training programs to enhance staff skills and knowledge.
  • Implemented process improvements to streamline ticket management workflows.
  • Coordinated with IT departments to resolve technical issues promptly.
  • Analyzed service desk performance metrics for continuous improvement initiatives.
  • Fostered positive relationships with clients to enhance user satisfaction levels.
  • Oversaw implementation of new support tools and technologies for the team.
  • Analyzed customer feedback surveys to identify areas where improvements could be made.
  • Ensured all incidents were resolved within the agreed SLA timeframes.
  • Maintained up-to-date knowledge of current IT technologies, products, and services.
  • Responded promptly to escalations from customers regarding unresolved issues.
  • Conducted regular reviews of service desk procedures and policies to ensure compliance with industry standards.
  • Monitored performance of service desk staff and provided coaching as needed.
  • Managed service desk operations, including handling customer inquiries and complaints.

INFORMATION TECHNOLOGY ANALYST

Baylor Scott & White Health
Dallas
05.2016 - 05.2021
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Consulted with network engineering staff to evaluate hardware and software requirements for new system development.
  • Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection.
  • Maintained hardware and software with new installations, repairs and patches.
  • Teamed on hard push to resolve over 300 support tickets resulting from failed roll out of new version of Windows 10, clearing entire queue within 24 hours.
  • Answered support calls within seconds to minimize delays and subsequent abandoned calls.
  • Set up network profiles, security permissions and file sharing systems.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Trained end-users in use of Allscripts and Epic.
  • Developed and maintained strong client relationships to ensure delivery of exceptional customer service and problem resolution.
  • Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
  • Trained end-users of 3M and 3MChartscan on use, functionality, and application to business problems.
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Performed contract and SLA oversight and facilitation of client needs to foster account growth.
  • Used ServiceNow/SNOW ticketing systems to manage and process support actions and requests.
  • Identified and solved technical issues using variety of diagnostic tools including SCCM Console, Microsoft windows and 10 aside of 3rd parties programs.
  • Authored over 40 articles and entries for general IT and applications problem resolutions for addition to support knowledge base.

FIELD SERVICE SPECIALIST

Fidelity Investments/Insight global/Compucom
Westlake
12.2015 - 03.2016
  • Answered and triaged requests for assistance in order to provide topnotch support.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Inspected inbound and outbound products for compliance with established industry standards, company policies and procedures.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Improved quality processes for increased efficiency and effectiveness.
  • Investigated and resolved customer complaints to foster satisfaction.
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.

INFORMATION SYSTEMS TECHNICIAN

Dallas Independent School District
Dallas
07.2015 - 10.2015
  • Set up, tested and configured networks, desktops, laptops and printers.
  • Oversaw the daily performance of computer systems, including MAC, Microsoft Windows7, 8 and 10.
  • Saved the company more than $200,000 by refurbishing used computers and technological equipment.
  • Resolved technical issues for clients in person, on the phone and through e-mail.
  • Diagnosed, installed, configured and repaired computer systems and software.

TEST ANALYST

Arrow Electronics
Coppell
07.2014 - 06.2015
  • Trained 10 new employees in effective diagnostic and repair procedures.
  • Performed diagnostic tests and repaired malfunctioning hardware and software.
  • Diagnosed, installed, configured and repaired computer systems and software.
  • Created employee training materials and procedures to teach inhouse workers proper software and hardware protocols.
  • Installed motherboards, processors, RAM and graphics cards.
  • Resolved technical issues for clients in person, on the phone and through e-mail.
  • Set up, tested and configured networks, desktops, laptops and printers.

COMPUTER REPAIR TECHNICIAN

SMS Infocomm
Grapevine
02.2014 - 07.2014
  • Wrote reports on computer statuses and maintenance jobs.
  • Disassembled computers to perform diagnostics and check for repair needs.
  • Updated and installed new software.
  • Refurbished used computers and technological equipment, saving companies money.
  • Researched and identified problems with computers and advised staff and clients on plans of action.
  • Evaluated systems according to predetermined checklist and noted issues.
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Demonstrated increased knowledge of company products and equipment.
  • Gained knowledge of standard equipment, including manufacturer repair guidelines.

SECURITY AGENT

US Security Associates/JP Morgan Chase
Dallas
12.2011 - 02.2014
  • Providing security and front desk services and customer service.
  • Offered every employee, visitor and customer courteous and professional support.
  • Wrote reports of daily activities and irregularities such as property damage, theft, guest or employee accidents and unusual occurrences.

TRANSLATOR

L3 Communications/GLS-US ARMY
Baghdad
06.2006 - 10.2010
  • Served as translator and culture advisor for the U.S Army in Iraq, Translating and editing maps and army documents and join/support the missions.
  • Led basic reconnaissance operations and reported enemy movements to commanding officers.
  • Performed as fire team member during situational training exercises and all infantry dismounted battle drills.
  • Kept up-to-date on mission objectives by researching intelligence targets to understand significance in geopolitical context.
  • Directed logistical training procedures in accordance with military regulations.
  • Established and commanded field communication operations.

Education

Bachelor of Science - Education

Almostansirya University
01.2008

Skills

  • Software testing
  • Technical support
  • Troubleshooting and diagnostics
  • Network development and administration
  • Oral and written communication
  • Problem-solving
  • Employee training
  • Operating Systems
  • Data collection and analysis
  • System development and administration
  • Hardware and software installation
  • User support
  • Oracle
  • Microsoft Exchange
  • Cloud services
  • Firewalls, VPNs and security products
  • Network security
  • TCP/IP protocol
  • Firewalls
  • Computer Networking
  • Hardware and Software Configuration
  • Issue escalation
  • Mac systems
  • Data recovery
  • Application support
  • Customer service expert
  • Desktop support
  • Excellent diagnostic skills
  • Java
  • Remote access technology
  • MS Office products include 2007/2010/2013/2016/O365
  • Administrative support
  • Cisco Meetings
  • GoToAssist
  • 3M/3MCharscan
  • SCCM Console/Client
  • Citrix
  • WebBase applications
  • Windows 7, 8, 81, 10
  • Epic
  • Allscripts
  • Print management configuration, support and install
  • Ticket Coordinating

Accomplishments

  • Diagnosed hardware and software failures and resolved technical issues with a 100% success rate.
  • Supported all Medprovider/HTPN BUMC location since May 2016.
  • Supported users with Epic/Citrix/Midmark and Epic devices such as printers, signature pads, cameras, EKGs devices, ECG and vitals machines.

Office

(214)820-8740

Languages

English
Native/ Bilingual
Arabic
Native/ Bilingual

Timeline

Clinical Service Desk Manager -Team Lead

ATOS IT Solutions and Services
05.2021 - Current

INFORMATION TECHNOLOGY ANALYST

Baylor Scott & White Health
05.2016 - 05.2021

FIELD SERVICE SPECIALIST

Fidelity Investments/Insight global/Compucom
12.2015 - 03.2016

INFORMATION SYSTEMS TECHNICIAN

Dallas Independent School District
07.2015 - 10.2015

TEST ANALYST

Arrow Electronics
07.2014 - 06.2015

COMPUTER REPAIR TECHNICIAN

SMS Infocomm
02.2014 - 07.2014

SECURITY AGENT

US Security Associates/JP Morgan Chase
12.2011 - 02.2014

TRANSLATOR

L3 Communications/GLS-US ARMY
06.2006 - 10.2010

Bachelor of Science - Education

Almostansirya University

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Mark Jagger