Mark Kuhl
Wilson
Summary
Dynamic Senior IT Professional skilled in monitoring and optimizing large-scale IT environments. Expertise in incident management and technical support, coupled with a strong commitment to user satisfaction and team training. ITIL certified, with a history of implementing process enhancements that drive operational efficiency and reliability.
Overview
30
30
years of professional experience
Work History
Network Operations, Lead Specialist
Peraton
Raleigh
01.2013 - Current
- Monitor day to day operation of large-scale computing infrastructure involving 300+ applications.
- Determined cause of alarm and took appropriate actions, including logging alerts, creating service tickets, and notifying stakeholders to ensure timely resolution.
- Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom)
- Managed service incidents by tracking tickets and communicating updates to executive leadership.
- Assisted in triage and incident management by collecting and analyzing performance metrics to identify trends and support decision-making.
- Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance
- Compose and send notifications to management for incidents.
- Monitor and execute incident and change requests.
- Typed and communicated effectively with team members and stakeholders
Helpdesk support
T-chek (A Division of CH Robinson)
Eden Prairie
12.2011 - 01.2013
- Opened, escalated, and closed Helpdesk tickets according to Helpdesk Ticket Reporting/Escalation Procedures document.
- Monitoring the Tech Support and Helpdesk email inboxes and responding according to Helpdesk Ticket Reporting/Escalation Procedures document.
- Provide first level support to customers with Real-Time interface software packages.
- Supported all facets of Trans Software by resolving installation and data importing issues, assisting users with functionality and training questions, and escalating complex issues to Production Support Generalist for resolution.
- Support all technical issues related to products and services and perform daily/monthly tasks for e-Business functions according to documented procedures (e-Stop Fuel Management Tool Kit, FIMAT, etc.).
- Assist customers with use of the Web Maintenance functions and reports.
- Developed and maintained up-to-date Helpdesk Procedures Manual to ensure consistency in ticket handling and support processes.
- Write and run SQL queries for internal and external customers.
- Assisted in creating and updating internal and external user manuals and forms, ensuring documentation reflected the latest procedural changes.
Support Analyst
AIR-serv
Mendota Heights
02.2011 - 11.2011
- Provide technical support for system users local & remote.
- Led Windows conversion project to enhance system efficiency.
- Streamlined AD distribution list and security groups, enhancing security and access management.
- Do all Active Directory & Exchange adds and changes to security.
- Setup and maintain global address book in Exchange.
- Create and test Windows images for all computers models.
- Work with vendors and developers on resolving technical issues.
- Updated existing and developed new policies and procedures.
- Developed and implemented asset tracking process to improve inventory accuracy and accountability.
IT Support Specialist
Service Repair Solutions
Roseville
09.2008 - 02.2011
- Provide technical support for system users local & remote.
- Managed Windows 7 conversion projects from XP, enhancing system compatibility across multiple systems.
- Create and test XP and Windows 7 images for all computer models.
- Performed updates to Active Directory, ensuring accurate security group management.
- Configured and maintained the global address book in Exchange 2007 and 2010.
- Utilized and supported virtual machines and Hyper-V to optimize server and user computer performance.
- Updated and developed policies and procedures to streamline IT support processes.
- Work with vendors and developers on resolving technical issues.
Support Analyst
ABC Companies
Faribault
06.2006 - 06.2008
- Provided technical support to local and remote system users, resolving issues to enhance user experience.
- Set up and imaged computers for new users, ensuring readiness for immediate productivity.
- Worked with vendors on resolving technical issues.
- DBA for Saleslogix, Service desk Express, and Active Directory.
- Designed, deployed, and maintained Internal Company Website.
- Led several companywide IT projects.
- Organized and led training classes for the sales department.
- Conducted research and development on new computer-related equipment, evaluating options to improve system capabilities.
- Updated existing and developed new policies and procedures.
Help Desk Analyst II
General Mills/ Pillsbury Company
Golden Valley
04.1996 - 06.2006
- Delivered technical support for local and remote system users, ensuring timely resolution of issues.
- Partnered with escalation team to resolve complex user issues, enhancing overall user satisfaction.
- Supervisor on the Helpdesk including training Helpdesk staff on troubleshooting, VPN & wireless networking.
- Communicated outages and coordinated follow-up actions with support groups to minimize downtime.
- Designed and deployed Service Desk Website.
- Created documentation on procedures.
- Contributed to Innovation Deployment Committee to enhance service delivery.
- ITIL certified
DSAII GCOM
General Mills
Golden Valley
11.2003 - 04.2004
- Delivered computer support to 150 GCOM & Brand Design users, enhancing user experience and system functionality.
- Executed installation of software and hardware to ensure optimal performance of devices.
- Maintained and troubleshot printers for the group, ensuring consistent availability and performance.
- Reimaged new and used computers and loaded software.
- Managed financial documentation for departmental IT budgeting, facilitating accurate tracking and allocation of resources.
Desktop Distribution Services
06.2003 - 11.2003
- Imaged new and used computers and loaded software.
- Installed software & hardware on user’s computers.
- Moved user’s computers when changing locations at the world headquarters.
- Disposing of obsolete equipment.
DSA II
08.1999 - 05.2003
- Provided second level desktop support for 150 users including reimaging, reinstalling of software packages
- Hardware replacement and printer support.
- Provided second level Microsoft Outlook and Network support.
- Created Knowledge base in Lotus Notes and several Access databases.
- Received training on Live Vault, SAP, Outlook, Lotus Notes, and FrontPage.
Customer Order Management Training Specialist
04.1996 - 08.1999
- Responsible for training of all new OMS’s on software and procedures.
- Established new procedures and train all department personnel.
- Developed training curriculum for department personnel.
- Responsible for training department staff on new SAP software.
Education
High School Diploma -
South St. Paul HS
South St Paul, MN06-1981
Skills
- Network operations monitoring
- SolarWinds and Neustar
- Server administration
- Technical troubleshooting
- Incident management
- Service ticketing
- Active Directory management
- SMS and DNS setup
- NTFS permissions management
- Hyper-V virtualization
- PuTTY and VMware
- ITIL framework knowledge
- Documentation development
- Script logic development
- Systems support
- Problem solving
- Training delivery
- Effective communication
- Remedy ticketing system
Timeline
Network Operations, Lead Specialist
Peraton
01.2013 - Current
Helpdesk support
T-chek (A Division of CH Robinson)
12.2011 - 01.2013
Support Analyst
AIR-serv
02.2011 - 11.2011
IT Support Specialist
Service Repair Solutions
09.2008 - 02.2011
Support Analyst
ABC Companies
06.2006 - 06.2008
DSAII GCOM
General Mills
11.2003 - 04.2004
Desktop Distribution Services
06.2003 - 11.2003
DSA II
08.1999 - 05.2003
Help Desk Analyst II
General Mills/ Pillsbury Company
04.1996 - 06.2006
Customer Order Management Training Specialist
04.1996 - 08.1999
High School Diploma -
South St. Paul HS