Mark T. Daniels
El Paso
Summary
Dynamic IT professional with extensive experience at Benchmark Electronics Inc., excelling in CyberArk management and network troubleshooting. Proven track record in enhancing operational efficiency and mentoring teams. Adept at Active Directory administration and delivering exceptional remote support, driving successful project outcomes while ensuring compliance with industry standards.
Overview
25
25
years of professional experience
Work History
Helpdesk Administrator III
Benchmark Electronics Inc.
Phoenix
09.2020 - Current
- Mentored Help Desk technicians, resolving escalated issues efficiently.
- Conducted CyberArk and Scale VM server tuning, updates, and installations for 2012, 2016, and 2020 versions.
- Developed and updated training materials for Global Help Desk staff regularly.
- Executed special projects and related tasks as required.
- Addressed technical issues with workstations, peripherals, telephones, and laptops.
- Collaborated with IT departments to enhance standard operating procedures for computer operations.
- Provided support for technical problems involving desktops, laptops, and network services.
- Ensured timely resolution of issues or escalated concerns to appropriate technical personnel.
IT Technician II
Vertex Education – Legacy Traditional Charter Schools
Chandler
12.2018 - 09.2020
- Supported maintenance of systems for 23,000 students and 2,000 staff across 19 locations in two states.
- Utilized remote access tools LogMeIn Pro and ConnectWise Control for computer and network management.
- Configured, installed, troubleshot, repaired, and maintained hardware, software, and network products via multiple channels.
- Ensured prompt end-user support to resolve issues efficiently and effectively.
- Employed software and hardware tools to diagnose network status and address problems.
- Conducted installation and maintenance of complex network monitoring equipment.
- Managed Active Directory daily while administering Microsoft Windows Server 2008/2012/2016 and VMware ESX 6.7.
- Administered Google G Suite to enhance organizational productivity.
System Administrator
Hogue Printing, Rohrer Corporation
Mesa
08.2006 - 07.2016
- Troubleshot network infrastructure issues, including servers, printers, and peripherals.
- Oversaw selection and implementation of IT systems to meet organizational growth demands.
- Installed and configured Microsoft Windows servers, Active Directory, Web Servers (IIS), SQL servers, and Exchange Server.
- Migrated to virtualized servers for backup solutions, employing de-duplication, replication, and encryption.
- Coordinated disaster recovery and backup policy implementation for EMC Avamar system.
- Prepared support documentation and conducted knowledge transfer training for internal support teams.
- Delivered customer presentations and training sessions on new digital solutions for sales teams.
XP Systems Desktop Administration
Charles Schwab & Co. Inc.
Phoenix
08.2005 - 08.2006
- Executed second-level troubleshooting for XP desktop issues, impacting local and network profiles, MS Outlook, printers, and laptops across a multi-location corporate environment.
- Leveraged expertise in brokerage/financial services to provide client-focused solutions on Schwab’s proprietary trading platforms.
- Ensured timely completion of client requests by tracking trouble tickets using BMC Remedy Help Desk.
- Conducted moves, additions, and changes of computer and network equipment.
- Built and imaged PCs while configuring laptops for redeployment.
Data Security Analyst
Arizona Public Service (APS)
Phoenix
02.2004 - 08.2005
- Managed over 23,000 Active Directory objects, including 8,500 user accounts and various resources.
- Resolved daily service requests via calls and emails, including access rights and new user setups.
- Delivered technical support for remote access using Cisco VPN, Citrix, and other secure solutions.
- Facilitated security policy management, addressing issues related to technology and infrastructure.
- Handled 2nd Tier escalations for Help Desk incidents through email and telephone communications.
- Provided mentoring on procedures, technical skills, and development strategies.
Network Administrator, Siemens On-Site Consultant
Maryvale Hospital, Vanguard Health Systems
Phoenix
03.2001 - 04.2003
- Administered Active Directory for five Windows 2000 servers and NDS for two Novell NetWare 5 servers, including Lotus Notes Domino and Microsoft Exchange 5.5 server for over 3500 end-users across multi-locations.
- Ensured completion of daily backups, validated integrity using ARC Serve for NetWare and NT, and maintained user accounts and permissions.
- Led project to upgrade five Windows NT servers to Windows 2000, introducing Microsoft Exchange 5.5 with minimal business disruption and zero data loss.
- Consistently exceeded SLA goals by resolving hardware and software issues with minimal impact on end-users.
- Implemented IT plan ensuring JCAHO, HIPAA, and SOX compliance for hospital operations.
- Evaluated new technologies for potential infrastructure integration, recommending hardware and software purchases based on findings.
Education
Advanced UNIX Operating Systems - Multi-User
Chandler-Gilbert Community College
Chandler, AZ05.1999
Network Engineering and Management - Diploma
Computer Learning Center (CLC)
San Francisco, CA02.1998
Computer Programming and Operations - Certificate of Graduation
Career Development Institute (CDI)
San Francisco, CA06.1993
Computer Information Systems -
Contra Costa College
San Pablo, CA06.1989
Skills
- CyberArk management
- Network troubleshooting
- Active Directory administration
- VMware configuration
- Remote support
- Systems integration
References
References available upon request.
Timeline
Helpdesk Administrator III
Benchmark Electronics Inc.
09.2020 - Current
IT Technician II
Vertex Education – Legacy Traditional Charter Schools
12.2018 - 09.2020
System Administrator
Hogue Printing, Rohrer Corporation
08.2006 - 07.2016
XP Systems Desktop Administration
Charles Schwab & Co. Inc.
08.2005 - 08.2006
Data Security Analyst
Arizona Public Service (APS)
02.2004 - 08.2005
Network Administrator, Siemens On-Site Consultant
Maryvale Hospital, Vanguard Health Systems
03.2001 - 04.2003
Advanced UNIX Operating Systems - Multi-User
Chandler-Gilbert Community College
Network Engineering and Management - Diploma
Computer Learning Center (CLC)
Computer Programming and Operations - Certificate of Graduation
Career Development Institute (CDI)
Computer Information Systems -
Contra Costa College