MARK WHITEHOUSE

• Provide level 1, level 2, and level 3 servicedesk support to Huntsman’s user community worldwide with emphasis on first call resolution
• Work with various internal groups in resolving operating system, software, hardware, and network issues
• Provide support to other groups as needed
• Provide support for various types software including custom software
• Experience with troubleshooting and repairing Windows 7/Windows 10 and the Microsoft Office 2003, Office 2016 and Office 365 suites
• Provide support for various projects
• Manage users with Active Directory.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.

• Provide level 1 and level 2 helpdesk support to Anadarko’s user community worldwide with emphasis on first call resolution
• Work with various internal groups in resolving operating system, software, hardware, and network issues
• Provide support for various types software including custom software
• Experience with troubleshooting and repairing Windows XP/Windows 7 and the Microsoft Office 2003/2007 and 2010 suites
• Entrust IdentityGuard Administration.
• Developed complex solutions to all business problems along with customer engagements by detailed analysis, negotiation and coordination with main decision makers.
• Operated within cross-functional environments, coordinating multi-disciplinary teams to avoid redundancy and reduce dependencies.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

• Monitor and troubleshoot HP’s internal corporate network in the NOC
• Provide support for Extreme switches and Cisco switches and routers
• Coordinate various groups and vendors in resolving network issues
• This included working with internal Second Level Network Support and GNO team and various telephone companies
• Provide support for various types of wide area circuits including frame relay and ATM with some BGP and MPLS experience
• Transferred to the Trade Group 01/06
• Provide network support to various trade customers supported by HP
• Multi-customer relations resolving multi-platform and multi-connectivity issues
• Coordinate various groups and vendors in resolving network issues, including the customer’s internal support and vendor support
• Provide support for various types of wide area circuits including frame relay and ATM
• Act as backup shift supervisor when needed
• Worked as CSA to route tickets to the proper group and to resolve support issues between the customer and other support groups
• Used HP Openview to monitor and troubleshoot network issues.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Monitored systems in operation and quickly troubleshot errors.

System Engineer Houston Branch 04/95 - 09/98

• Optimized networked software and operating systems by applying updates and patches.
• Install and maintain LAN equipment, PCs, printers and servers.
• Provide support on Banyan, Novell and NT servers.
• Multi-customer relations resolving multi-platform and multi-connectivity issues.
• Provide presale and post-sale WAN /LAN and server support as needed.
• Coordinate and manage projects.
• Provide on-site technical support of Compaq and HP servers, desktop PC’s and laptop PC’s.

Transferred to the Compucom Configuration Center co-located at Compaq’s main campus as Facility System Engineer 09/98.

• Provide support on fully switched network and corporate network using TCP/IP, IPX/SPX, and NetBEUI, and Cisco Routers.
• Responsible for the proper operation of several Cisco routers over frame relay circuits.
• Provide support for workstations and laptops running Windows 95, 98 and NT 4.0 Workstation and other applications.
• Supported Compaq CCP servers, customer’s servers, and WAN connections.
• Supported Banyan, Novel and NT servers.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Managed key information technology and compliance programs for proactive risk management.
• Configured, tested and maintained all network equipment to achieve maximum performance.
• Compiled, processed, and analyzed test data and results to improve product quality.
• Spearheaded compliance efforts and developed best practices to drive continual process improvements.
• Assisted employees with resolving network problems at remote locations.
• Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.

• Install and maintain LAN and WAN equipment, PC’s, printers and servers..
• Provide technical support of Banyan servers on various platforms in various environments.
• Provide Banyan (Token Ring and Ethernet) technical phone and onsite support for 10 servers located in Houston and for other in various locations nationwide.
• Onsite at Texaco from 12/90 – 04/94. Work with multiple Texaco business units to resolve multiplatform and multiconnectivity issues.
• Maintain IBM 3270 connectivity to Texaco’s mainframe through the Banyan network.
• Provide both presale and post-sale support of various customers’ Banyan networks after the contract with Texaco ended.
• Provided desktop support for DOS 3.X - 6.22, Windows 3.1, 3.11 and Windows 95 with various other applications.

• Managed, tracked, and coordinated problem resolution and escalation processes.
• Troubleshot complex multi-vendor network service provider issues.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.
• Provided detailed network diagrams and procedural guidelines.

• Install and maintain WAN equipment including voice over data circuits
• Provide bench level repair and on-site technical support of multiplexor and modem equipment including DSU/CSU’s, Banyan CNS, BNS, DTS servers, and Compaq servers
• Onsite at Texaco from 12/90 – 04/94. Work with multiple Texaco business units to resolve multiplatform and multiconnectivity issues.
  • Maintain IBM 3270 connectivity to Texaco’s mainframe through the Banyan network.
• Recommended options for disaster recovery and remote access security.
• Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
• Install, configure, tune, and troubleshoot LAN and WAN networks, PC’s, printers and servers.
• Managed, tracked, and coordinated problem resolution and escalation processes.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.
• Troubleshot complex multi-vendor network service provider issues.