Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mark Johnson

Catonsville,MD

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

38
38
years of professional experience

Work History

Sole Proprietor

BrickCrafts
10.2014 - 09.2025
  • Built a solid reputation in the industry through consistent delivery of excellent workmanship and professionalism.
  • Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
  • Increased client satisfaction by delivering high-quality products and services tailored to individual needs.
  • Implemented marketing strategies that effectively promoted services and attracted new clients.
  • Promoted business via social media to generate leads and maximize brand identity.
  • Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.
  • Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Customer Technical Support Analyst

TEKsystems
09.2013 - 10.2014
  • Contracted through TEKsystems, Inc to provide IT support for Allegis Group and its subsidiaries in the migration from Windows XP to Windows 7 in a high-volume call center environment.
  • Windows XP and Windows 7 troubleshooting including networking, remote access, hardware and application support, client configurations.
  • Office 2007 & 2010 installation, troubleshooting, and add-on management - includes proprietary Excel and Word add-on management and Sharepoint site Infopath form assistance and troubleshooting.
  • Active Directory management and account support - password resets/unlocks, database editing, account creation/termination, and account expiration management.
  • Cisco IPT telephone support including PIN resets, connectivity issues and phone reassignments.
    Also support proprietary software internal users utilize for recruitment.
  • Constant communication and collaboration with multiple teams, clients, and HR personnel in order to process purchase orders, software orders/requests, and retrieve timely support for customers.
  • Troubleshooting, Microsoft Forefront Client management and installations, server & proxy management and configuration for client machines, hardware and software driver support.
  • Metrics driven environment:
  • Detailed and comprehensive reporting for each interaction made with any client or using CA Service Desk Manager ticketing system to create, manage, and organize tickets in team and individual queues.
  • Expedited resolution times by quickly diagnosing root causes of problems and proposing appropriate fixes.
  • Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
  • Delivered exceptional customer service through clear communication, empathy, and active listening skills.
  • Provided excellent customer service based on customer feedback collected after each call.

Technical Support Help Desk Manager

Cenveo (formerly Cadmus Communications)
08.2001 - 09.2012
  • Created the helpdesk for Rapid Review®.
  • Assisted with writing and illustrating the manual for Rapid Review 3.0.
  • Provided white glove customer service and technical support to journal offices, doctors and scientists with all aspects of using the online manuscript tracking system.
  • Identified and help resolve software issues by methodically testing software and providing detailed results to the software developers.
  • Identified when a problem was not software related but was an issue with client's own local network.
  • Used ticketing systems to manage and process support actions and requests.
  • Compiled and accurately entered data for each customer encounter to record in system.

Network Manager ● Fabricator ● Installer

Vinci Stone, Inc.
03.1999 - 07.2001
  • Fabricated and installed custom granite and marble countertops.
  • Designed numerous forms and systems to better manage client information and other internal data.
  • Created company website.
  • Designed several advertisements placed in magazines and newspapers.

Production Manager ● Fabricator

Marble Source Unlimited, Inc
01.1996 - 03.1999
  • Managed & scheduled state-of-the-art stone fabrication facility.
  • Created & developed numerous systems and forms to improve efficiency and tracking of production.
  • Increased overall productivity by identifying bottlenecks in the production process and proposing effective solutions.
  • Maintained, upgraded, and made decisions regarding the computer network.
  • Maintained truck fleet (4 trucks).
  • Fabricated and installed custom granite and marble countertops.
  • Managed a team of 6-8 employees in the stone fabrication shop.
  • Developed a means of accurately scheduling 40 to 50 jobs simultaneously.

Front End Manager ● Warehouse Supervisor ● Cashier

Hechinger
08.1987 - 01.1995
  • Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
  • Oversaw cashier operations, bookkeeping, and security.
  • Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
  • Maintained strong customer relations and effective customer service standards.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Enhanced customer satisfaction by streamlining front-end operations and implementing efficient check-out procedures.
  • Received several awards for ideas and loss prevention.
  • Certified forklift operator.
  • Managed a team of 30 to 40 cashiers and service desk operators.

Education

No Degree - Mechanical Engineering

University of Maryland, College Park
College Park, MD

Skills

  • Cost analysis and savings
  • Small business operations
  • Operations management
  • Employee development
  • Business marketing
  • Reporting and documentation
  • Desktops, laptops, and mobile devices
  • Customer relations
  • Scheduling
  • Microsoft Word, Excel, PowerPoint & Adobe Acrobat

Timeline

Sole Proprietor

BrickCrafts
10.2014 - 09.2025

Customer Technical Support Analyst

TEKsystems
09.2013 - 10.2014

Technical Support Help Desk Manager

Cenveo (formerly Cadmus Communications)
08.2001 - 09.2012

Network Manager ● Fabricator ● Installer

Vinci Stone, Inc.
03.1999 - 07.2001

Production Manager ● Fabricator

Marble Source Unlimited, Inc
01.1996 - 03.1999

Front End Manager ● Warehouse Supervisor ● Cashier

Hechinger
08.1987 - 01.1995

No Degree - Mechanical Engineering

University of Maryland, College Park

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