Mark Potratz
Yuma,AZ
Summary
Information Technology student with an Occupational Certificate in Cybersecurity and proficiency in Windows systems, hardware troubleshooting, and PowerShell. Over five years of customer-facing roles that demonstrate effective problem resolution and privacy management. Actively pursuing entry-level positions in IT Support, Desktop Support, Help Desk, or Cybersecurity.
Overview
10
10
years of professional experience
Work History
Guest Service Agent / Front Desk Agent
Home2 Suites Yuma Pivot Point
Yuma, USA
03.2021 - Current
- Resolved guest, reservation, account, and operational issues to enhance customer satisfaction in a fast-paced environment.
- Served as Manager on Duty when management was unavailable, independently handled escalations and discrepancies.
- Managed sensitive guest information, credit-card authorizations, and digital records while ensuring compliance with privacy procedures.
- Created and maintained Excel spreadsheets for effective long-term guest tracking and inventory management.
Front Desk Agent
Holiday Inn Express
11.2020 - 03.2021
- Greeted guests warmly and checked them into their rooms efficiently.
- Coordinated with housekeeping to ensure room readiness for arriving guests.
- Managed phone inquiries and provided information about hotel services.
- Resolved reservation and service issues while ensuring accurate records and effective customer communication.
Water Plant Operator
Far West Water and Sewer
11.2017 - 12.2019
- Monitored automated filtration systems, troubleshot equipment problems, and performed preventive and corrective maintenance to ensure optimal water quality.
Reservation Clerk
Las Barrancas Golf Course
06.2016 - 11.2017
- Managed customer reservations, scheduling, records, and customer service.
Education
Associate of Applied Science - Information Technology
Arizona Western College
Yuma, AZ05-2027
Occupational Certificate - Cybersecurity
Arizona Western College
Yuma, AZSkills
- Reservation management software
- Data entry accuracy
- Data management
- Excel data analysis
- Privacy compliance
- User management
- Access control
- Authentication methods
- Windows
- Windows setup
- Drivers
- Peripherals
- Software troubleshooting
- Hardware troubleshooting
- Command Prompt usage
- System configuration
- VPN configuration
- Network security
- Network diagnostics
- PC building/upgrades
- File organization
- Password management
Technical Experience Labs/Hands on Projects
- Cybersecurity Coursework & Labs, Arizona Western College, Completed introductory labs involving password security, user account management, access-control concepts, authentication, VPNs, and basic network security.
- PC Building & Windows Deployment, Built and upgraded PCs, configured BIOS/UEFI, installed Windows and device drivers, and diagnosed hardware/software issues using Windows tools, PowerShell, and Command Prompt.
- GPU-Accelerated AI Environment, Configured a local Stable Diffusion environment using Python-based applications, GitHub resources, NVIDIA CUDA, and an RTX 5070 Ti; troubleshot drivers, dependencies, model files, and application configuration.
- Programming & Databases, Arizona Western College, Completed coursework using Microsoft Visual Basic and Microsoft Access, including programming fundamentals and relational database concepts.
Timeline
Guest Service Agent / Front Desk Agent
Home2 Suites Yuma Pivot Point
03.2021 - Current
Front Desk Agent
Holiday Inn Express
11.2020 - 03.2021
Water Plant Operator
Far West Water and Sewer
11.2017 - 12.2019
Reservation Clerk
Las Barrancas Golf Course
06.2016 - 11.2017
Associate of Applied Science - Information Technology
Arizona Western College
Occupational Certificate - Cybersecurity
Arizona Western College