Mark Whitehouse
Spring
Summary
IT professional with extensive experience in delivering technical support across diverse environments. Recognized for exceptional customer service and first-call resolution, effectively translating complex technical issues for non-technical users. Proven ability to enhance operational efficiency through innovative problem-solving and collaboration.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Site Tech
Robert Half
Houston
02.2026 - 03.2026
- Provide on-site technical support for one polling location located in Harris County TX for the primary election taking place on March 3rd, 2026.
- Troubleshoot and resolve any issues with voting equipment at the site.
Cluster Tech
Robert Half
Houston
10.2025 - 11.2025
- Within Harris County TX act as the first line of support for multiple polling locations for the 2025 election taking place on November 4th, 2025.
- Troubleshoot and resolve any issues with voting equipment at various sites.
Residential Property Restoration Management
Whitehouse Estate
Houston
01.2023 - 12.2024
- Executed comprehensive restoration projects for two high-value residential properties, directing all operational phases from initial property assessment through final renovation completion, culminating in successful market positioning and expeditious sale to qualified investors.
IT Technician Sr / Global Call Center
Huntsman
The Woodlands
06.2014 - 01.2023
- Delivered tier 1, 2, and 3 ServiceDesk support to Huntsman's global user community, emphasizing first-call resolution while maintaining exceptional service levels.
- Administered support for diverse software applications, including proprietary and customized enterprise solutions requiring specialized technical expertise.
- Demonstrated advanced proficiency in Windows 7/11 troubleshooting and Microsoft Office suite deployment (2003, 2016, O365), ensuring optimal system performance.
- Executed critical technical projects precisely, consistently meeting established deadlines and exceeding stakeholder expectations.
- Administered user accounts and permissions through Active Directory, ensuring appropriate system access and adherence to security protocols.
- Translated complex technical concepts into comprehensible terminology for non-technical stakeholders, facilitating improved organizational understanding.
- Addressed end-user support requests with exceptional patience, methodically guiding clients through systematic troubleshooting procedures while following established protocols.
- Contributed to operational efficiency through seamless integration with team members, developing innovative solutions to multifaceted technical challenges.
- Identified and remediated technical inefficiencies, optimizing operations and consistently exceeding service delivery expectations.
Systems Consultant / Sr. Helpdesk Engineer
ProSource Solutions acquired by Long View Systems
Houston
10.2008 - 06.2014
- Delivered comprehensive tier 1,2 and 3 helpdesk support to Anadarko's global user community, emphasizing first-call resolution while maintaining exceptional service standards.
- Collaborated with cross-functional internal teams to resolve complex operating system, software, hardware, and network issues, providing specialized technical assistance as required.
- Demonstrated advanced proficiency in Windows XP /7 troubleshooting and Microsoft Office suite deployment (2003/2007/2010/2013), including Entrust IdentityGuard Administration expertise.
- Functioned effectively within matrix environments, orchestrating multidisciplinary technical teams to eliminate redundancies and minimize operational dependencies.
- Executed sophisticated tier 2 and 3 technical support and advanced troubleshooting procedures for internal stakeholders and external clientele.
- Conducted rigorous quality assurance testing for pre-release software applications throughout alpha and beta development cycles, ensuring optimal functionality.
- Delivered specialized software-related technical expertise through multiple communication channels, adapting support methodologies to diverse stakeholder requirements.
- Operated efficiently within integrated organizational structures, coordinating cross-disciplinary teams to streamline processes and enhance operational efficiency.
ITO Support Specialist III, Trade Group Division
Hewlett-Packard
Houston
04.2000 - 05.2008
- Utilized SolarWinds for advanced network monitoring within the Network Operations Center (NOC), supporting Extreme/Cisco infrastructure while orchestrating cross-functional teams to resolve sophisticated network anomalies.
- Administered diverse wide-area technologies, including Frame Relay, ATM, BGP, and MPLS protocols, collaborating with internal groups and external vendors to source replacement components and implement effective solutions.
- Monitored system performance in real-time, implementing rapid error resolution protocols to proactively identify potential degradation issues and ensure service continuity.
- Provided network support to diverse trade clientele, resolving complex multi-platform connectivity challenges and acting as Customer Service Advocate for effective ticket routing and resolution.
- Demonstrated exceptional adaptability with accelerated assimilation of new technological concepts, maintaining meticulous organizational standards and superior professional ethics.
- Fulfilled shift supervisor responsibilities during leadership absences, exhibiting advanced managerial capabilities while consistently exceeding established service level agreements.
Education
High School Diploma -
MacArthur High School
Houston, TX05-1977
Skills
- Client Support
- Technical Troubleshooting
- System Administration
- Network Solutions
- System Configuration
- Network Management
- Network Configuration
- Network Monitoring
- Network Hardware
- Routing Protocols
- Switch Management
- Microsoft Outlook
- VPN
- Access Management
- Windows 10
- Windows 11
- Windows 7
- Windows Remote Desktop
- Virtual Desktop
- Service Now
- Remedy
- Workday
- Microsoft Outlook O365
- Microsoft Outlook
- Microsoft Edge
- Google Chrome
- Printer Configuration
- Multifunction Devices
- TEAMS
- Zscaler
- Dameware
- Systems Monitoring
- Performance Monitoring
- System Monitoring
- Microsoft Office
- ERP Software
- PDF Management
- Unified Communication
- Call Center Solutions
- Voicemail Systems
- Team Leadership
- Legacy Systems Support
- Call Center Solutions
- Voicemail Systems
- System Configuration
Certification
- ITIL v3 Foundation
- Banyan CBE (Certified Banyan Engineer)
- Banyan CBI (Certified Banyan Instructor)
- HP Star Certification
- Compaq ASE (Accredited Systems Engineer)
Phone
cell, (832) 567-3431
Expertise
Active Directory, PeopleSoft IMS, Service Now, Workday, Remedy, Microsoft Outlook 2003 to O365, Microsoft Outlook Web Access, Lotus Notes (now HCL Notes), HP (Desktop/Laptop/Servers), Lexmark (Printer), IBM (Desktop/Laptop/Printer), Okidata (Printer), Toshiba (Laptop), NETGEAR (NIC/Hub/Router/Wireless), Linksys (NIC/Hub/Router/Wireless), Extreme Switch, Cisco Router/Switch, Windows XP, 7, 10, 11, Microsoft Edge, Google Chrome, Quick Assist, Windows, Remote Desktop, Citrix, PS Tools, VPN, BeyondTrust (Bomgar), TEAMS, Zscaler, Dameware, What's Up Gold (IP Switch), Site Scope, SolarWinds, Microsoft Office 365, SAPGUI, Adobe Acrobat, Entrust Identity Guard Administration, Cisco Prime Infrastructure (Guest WIFI), Cisco Jabber, Cisco Finesse, Cisco Unity, SCCM, Lotus Notes (now HCL Notes)
Timeline
Site Tech
Robert Half
02.2026 - 03.2026
Cluster Tech
Robert Half
10.2025 - 11.2025
Residential Property Restoration Management
Whitehouse Estate
01.2023 - 12.2024
IT Technician Sr / Global Call Center
Huntsman
06.2014 - 01.2023
Systems Consultant / Sr. Helpdesk Engineer
ProSource Solutions acquired by Long View Systems
10.2008 - 06.2014
ITO Support Specialist III, Trade Group Division
Hewlett-Packard
04.2000 - 05.2008
High School Diploma -
MacArthur High School