Mark Simmons
Palos Heights,Il
Summary
Information Technology Professional with extensive experience in IT Operations and End-User Support for Fortune 500 companies. Expertise in diagnosing and resolving PC hardware, software, and connectivity issues, alongside proficiency in desktop support and system upgrades. Proven ability to deliver customer-focused support and enhance operational efficiency in fast-paced environments. Committed to process improvement and maintaining high service standards while managing multiple tasks effectively.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Analyst IT Operations - Network Operation Center
United Airlines
Chicago, Illinois
01.2012 - Current
- Provide technical support for day-to-day airline operations, ensuring minimal disruption to missioncritical workflows.
- Diagnose and resolve issues across 50+ software applications with on-demand troubleshooting.
- Troubleshoot and repair computer hardware, peripherals, and printer-related issues.
- Collaborate with Subject Matter Experts (SMEs) to resolve complex software issues while ensuring adherence to Standard Operating Procedures (SOPs).
- Act as liaison during incident bridge calls between escalation teams and the Network Operations Center (NOC) floor to drive timely resolution.
- Plan and coordinate departmental projects, including deployment of updated software and hardware to support daily operations.
- Generate ad hoc reports to track and analyze performance metrics, ensuring compliance with operational standards.
- Utilize ServiceNow ticketing system to document incidents, escalate issues, and coordinate resolutions with appropriate teams.
- Escalate unresolved problems to vendors and manage communication through resolution.
- Serve as onboarding coordinator for new associates in the NOC, providing training and guidance on systems and workflows.
- Administer user account creation and maintenance in Cisco Finesse and eGain call-routing systems, troubleshooting login, routing, and skill assignment issues.
- Conduct alpha and beta testing of new or upgraded applications prior to production deployment, ensuring functionality and stability.
Contractor Analyst IT Operations - United Airlines Network Operation Center
Experis Manpower Group
Chicago, Illinois
01.2012 - 01.2015
- Deliver end-to-end technical support for daily airline operations, ensuring high availability of missioncritical systems and minimal downtime.
- Analyze, troubleshoot, and resolve issues across 50+ enterprise software applications, ensuring continuity of operations in a time-sensitive environment.
- Repair and maintain computer hardware, peripherals, and printers, ensuring all equipment meets operational standards and compliance requirements.
- Collaborate cross-functionally with Subject Matter Experts (SMEs) to investigate root causes of complex software issues, ensuring resolution aligns with Standard Operating Procedures (SOPs).
- Coordinate real-time communication during incident bridge calls, acting as a liaison between technical escalation teams and the Network Operations Center (NOC) to expedite incident resolution.
- Utilize ServiceNow ITSM platform to document, track, escalate, and resolve incidents, while identifying patterns for potential problem management opportunities.
- Support continuous improvement initiatives, contributing insights to system performance trends and user pain points to optimize operational efficiency.
Network Professional
ALLSTATE INSURANCE COMPANY
Northbrook, Illinois
01.1996 - 01.2011
- Provided 24x7 on-call technical Network Support for Help-Desk, Network, and end user.
- Earned solid reputation for resolving complex issues and providing exceptional customer service by putting the customer at the center of every decision made.
- Diagnosed and resolved software installation issues.
- Provided 3rd level support for SCCM 2007.
- Created reports per user request.
- Acted as liaison between our team and various business units.
- Documented work processes in SharePoint to train new team members.
- Monitored, updated, resolved and closed end-user incident tickets according to Service Level Agreement.
- Led and coordinated the rollout of upgrading 1000 desktop PCs for the Y2K project.
- Coordinated migration from SMS 2003 to SCCM 2007.
- Coordinated the install of Microsoft Service Pack 2 (SP2) on approximately 450 primary and secondary site servers to manage vulnerabilities and protect customers' information.
- Leveraged experience working across multiple operating system platforms including IBM AS400s, and Microsoft Window 2000, 2003, and XP.
Computer Operator
ALLSTATE INSURANCE COMPANY
Northbrook, Illinois
01.1987 - 01.1996
- Maintenance of an IBM ES/9000 and 4 IBM HPTS mainframe systems under a MVS 5.1 platform.
- Troubleshooting system and online related problems.
- Responsible for monitoring of critical online applications during peak times to ensure availability.
- Maintaining 24-hour documentation for online outages and hardware problems using Infoman.
- Providing Level 1 support for network control center while utilizing Expert advisor help desk package to record and troubleshoot.
- Responsible for answering customer inquiries and directing them to the proper support area.
Education
Master of Business Administration - Data Analytics
Fitchburg State University
Fitchburg, Massachusetts10.2026
Bachelor of Arts - Interdisciplinary Studies
Governors State University
University Park, Illinois12.2011
Associate In Applied Science - Data Processing
Kennedy-King College
Chicago, Illinois05.1984
Skills
- SMS and SCCM management
- Problem-solving
- Network troubleshooting
- Server management
- SQL Server administration
- MS Windows operating systems
- 3rd-level technical support
- ServiceNow expertise
- Cisco Finesse proficiency
- EGain call routing system
- SysTrack management agent
- Bomgar remote support
- Omnissa Workspace ONE
- Microsoft Office Suite and Teams
- PowerShell scripting
- Power BI analytics
Certification
ITILv3
Accomplishments
- Resolved 95% of support tickets on first contact, reducing downtime and improving user satisfaction.
- Led deployment of hardware and software upgrades across 1000+ workstations with minimal disruption to business operations.
- Provided technical guidance and mentoring to junior support staff, improving team efficiency and knowledge sharing.
- Collaborated with cross-functional IT teams to streamline support processes, resulting in a 20% reduction in incident resolution time.
- Recognized by management for consistently delivering exceptional customer service in high-pressure environments.
- Completed development/testing and rollout of Microsoft Windows 11 image to laptops and desktops for the Network Operations Center.
Training
- Time Management
- System Management Server
- System Center Configuration Manager
- SQL Server 7
- SQL 2005
Technical Experience
- SMS 2003
- SCCM 2007
- Problem Solving
- Network Troubleshooting
- Server Manager
- SQL Server 2003
- SQL Server 2005
- SQL Server 2008
- MS Windows 2011
- MS Windows 2010
- MS Windows 2000
- MS Windows 2003
- MS Windows XP
- Win 7
- 3rd Level Technical Support
- Service Now
- Cisco Finesse and eGain Call Routing System
- SysTrack Management Agent
- Bomgar Remote Support
- Omnissa Workspace One
- Microsoft Suite
- Microsoft Teams
- PowerShell
- Power BI
Timeline
Analyst IT Operations - Network Operation Center
United Airlines
01.2012 - Current
Contractor Analyst IT Operations - United Airlines Network Operation Center
Experis Manpower Group
01.2012 - 01.2015
Network Professional
ALLSTATE INSURANCE COMPANY
01.1996 - 01.2011
Computer Operator
ALLSTATE INSURANCE COMPANY
01.1987 - 01.1996
Master of Business Administration - Data Analytics
Fitchburg State University
Bachelor of Arts - Interdisciplinary Studies
Governors State University
Associate In Applied Science - Data Processing
Kennedy-King College