Mark Daly Peterman
Woodbridge,VA
Summary
Customer-oriented professional with eight years of General Manager experience focused on increasing revenues and expanding margin. An adaptive and deadline-oriented mindset helped make the transition into a data center technician completely seamless. Long history of consistently executing and completing multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen and good vision.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Service Desk Specialist
CALIBRE Systems Inc.
04.2022 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Configured hardware, devices and software to set up work stations for employees.
- Used remote access programs to solve problems with end user devices and applications
- Troubleshoot issues with all versions of web browsers including Google Chrome, Microsoft Edge, and Firefox
- Member of incident response team that monitored user activity and created documentation designed to proactively address security threats
- Handled specific security incidents with end users including malware removal, threat mitigation, policy implementation, and device isolation
Field Technician
Akamai Technologies Inc
08.2021 - 04.2022
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools and components.
- Performed service visits and completed preventive maintenance on systems.
- Worked with NOC and NIE to perform service and maintenance on secure cabinets
- Investigated and corrected mechanical problems with machinery such as servers, as well as front end and back end switches.
- Managed repair documentation for all device troubleshooting.
- Deployed new servers and switches to increase company bandwidth for content delivery
- Deconstructed full server racks including all associated fiber, DAC, and ethernet cabling
- After deconstruction, carefully prepped and packaged all old equipment to avoid damage during shipping
General Manager
America’s Swimming Pool Company
01.2014 - 01.2022
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Developed and maintained relationships with over four hundred customers and all local suppliers through account development.
- Constructed, configured, and maintained company server, network, and firewall for five years.
- Established company cloud storage account as well as individual employee profiles to preserve all essential data
- Managed teams of twelve including training, scheduling, and employee reviews.
- Maintained knowledge of Federal, State, and Local building codes and applied that knowledge to remain in adherence during major renovations or new construction.
- Dispatched to customer properties to diagnose malfunctioning hardware and software systems associated with swimming pools and backyard automation panels.
- Researched potential repair solutions using various resources including both online and hard copy knowledge bases.
- Dissected part diagrams to locate proper reference numbers and order correct parts through different channels including major suppliers as well as third party.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
Education
Associate of Science - Information Technology
Northern Virginia Community College
Annandale, VA10.2024
Skills
- Project Management
- Team Leadership
- Conflict Resolution and Problem Solving
- Excellent verbal and written communication
- Easily trained and adaptable
- Deadline-oriented
- Efficient multi-tasker
- Familiar with SIEMs including Splunk and Graylog
- Consistently meets goals
- Proficient with Windows, Linux, and Mac operating systems
- Extensive experience in Active Directory, SCCM, VoIP, SharePoint, Reveal, Varonis, VMware, HelpSpot and RSA
- Familiarity with Mitre Att&ck and Cyber Kill Chain frameworks
- Familiar with IT CRM software including NinjaOne, Automox, and Atera
Certification
PHTA - Certified Service Technician (CST)
CompTIA - ITF+
CompTIA - A+
CompTIA - Security+ CE
Azure - AZ-900
AWS - Cloud Practitioner (In Progress)
Splunk - Certified Admin (In Progress)
Timeline
Service Desk Specialist
CALIBRE Systems Inc.
04.2022 - Current
Field Technician
Akamai Technologies Inc
08.2021 - 04.2022
General Manager
America’s Swimming Pool Company
01.2014 - 01.2022
Associate of Science - Information Technology
Northern Virginia Community College
PHTA - Certified Service Technician (CST)
CompTIA - ITF+
CompTIA - A+
CompTIA - Security+ CE
Azure - AZ-900
AWS - Cloud Practitioner (In Progress)
Splunk - Certified Admin (In Progress)
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