Mark Sweeney 214-724-2966

Msweeney6@csc.com Objective: Visionary and ambitious professional seeks to obtain a challenging position in where my leadership, communication, and analytical skills can be utilized to support unique business solutions. Education: June 2006 – 2008 ITT Technical Institute Richardson, TX Associates of Applied Science Degree in Information Technology Concentration: Computer Network Systems GPA 3.89 Highest Honors Graduated: June 2008 Relevant Courses

Windows 2003 Server Network Standards and Protocols Microsoft Desktop Operating Systems

Skills:

Subnetting Supernetting DHCP, DNS Active Directory OSI Model Network Protocol Address Resolution Protocol (ARP) Network Installation Troubleshooting skills Multi – task proficiently Problem solving abilities Excellent Customer Service Skills Proficient in Microsoft Office Suite VPN Microsoft Outlook Lotus Notes GSM(Remedy) Queue Coordinator Escalations

Experience: April 2010 – Present CSC Coppell, TX Remote Resolution Technical Lead

Queue Assigner for over 30 technicians supporting 10 different business units Created our onboarding processes and policies Updated Daily metrics and set expectations for Service Level Agreements

Managed Time off request to ensure each Business unit had adequate coverage

Collaborated with Desktop engineering to diagnose and share any information to promote first call resolution.

Trained new hires & transfers from within CSC Maintained daily chat for internal support for common questions. Perform project manager duties such as SOE updates or transitions Managed permission request for both secured & non-secured servers Performed escalations for severity issues when presented from other groups

or client. June 2008 – March 2010 CSC Coppell, TX Senior Service Desk Technician

Skillfully conduct remote support, including malware removal, connectivity repairs, peripheral maintenance and software connections

Maintained Active Directory accounts on several domains Provided troubleshooting for Mainframe and SAP accounts Ensured stable remote connections between servers and client systems Added Network and local printers for clients

May 2008 - June 2008 Perot Systems Plano, TX Service Technician

Call center support for Microsoft Office, Microsoft Outlook and Microsoft Excel Maintained Servers Changed and modified Passwords for customers Provide Tech support for Remote users VPN Provide Tier 1 support for users in Perot Systems

October 2005 – May2008 Best Buy Mesquite, TX Mobile Installer

Troubleshooting car audio and electronics Develop and maintain customer relations with customers Establish client base and provide ongoing support which included managing

warranty maintenance, billing, and store inventory Affiliations & Interest:

Volunteer for Caddo Mills Youth Sports Association. Currently server on the board as a web coordinator\secretary.

College\High School football official for Dallas Football Association. I also serve as a board member with the duties of area rep\Web coordinator.