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Mark Wagner 

Phone: 865-237-9053

Email: mfwagner1986@gmail.com

  • LinkedIn

 I'm a detail-oriented IT professional with a proven track record of successful project management and implementation. My goal is to leverage my technical and leadership skills to effectively oversee IT operations and drive business growth.

RESUME

PROFESSIONAL EXPERIENCE

Escalations Manager

Pliancy, Inc

Remote Position

  • Manages a team of 7 high level engineers

  • Controls departmental budget, risk assessments, and security response

  • 100% of self goals completed last quarter

  • 80 % of team goals completed last quarter 

  • Leads Professional Services meetings regularly

  • Works directly with the VP for Solutions Architecture and Change Management

  • Works with all engineering departments on streamlining product implementation

  • Continues to mentor engineers and consultants for IC level contributions

  • Is a top billable manager in the company 

  • Restructured department to advance internal abilities and billing

  • Created all new billing and escalations process and procedure 

  • Developed baseline standards for how to troubleshooting, audit, and bill

  • Met 100% of team billable goals from a previous low of 50%

  • Improved "One Touch" tickets KPI by 40%

  • Decreased "repeat" tickets KPI by 55% 

  • Improved transparency in work and billing internally and with clients by 100%

  • Saved the company over $270,000 over the last year via differential audits

  • Improved training process for lower-level engineers and consultants

  • Improved project completion by more than 100% over the last 12 months

  • Developed new hiring process for less autocratic hiring approach

  • Currently working to develop a one touch approach to all MDM across clients

September 2023 - Present

Lead Escalations Engineer

Pliancy, Inc

Remote Position

  • Administration of all client systems (GSuite/Microsoft 365/Intune/Addigy)

  • Ownership of Zendesk Process and Service Ticket product for all clients

  • Documentation creation (60% more documentation since start date)

  • Ticket Queue monitoring

  • Implementation of improved baseline across all vendor systems

  • Liaison between engineering departments and consultants

  • Creation and ownership of new projects such as Client Zendesk Migration

  • Mail flow restructure and configuration change across all clients

  • Decreased missed tickets by 90%

  • Automation of repetitive tasks improved by 35%

  • Improved MDM Baselines for efficiency and training

  • SentinelOne launch team and SME lead

  • Okta configuration and admin maintenance for all clients

  • 3500+ Tickets solved with decreased ticket volume and repeat offender tickets

  • Training consultants concerning architecture and workflow

  • SME for Intune/Addigy/Exchange/M365

  • Configuration and setup of IDP applications

  • Troubleshooting of client systems and applications at 2nd and 3rd tier levels

  • Troubleshooting of SCIM/JIT provisioning issues and configuration

  • Troubleshooting of SAML/OIDC/SSO/IDP/API issues and configuration

  • Implementation of cross IDP connections

  • Troubleshooting of networking issues (Meraki, GlobalConnect, Virtual PAN)

  • AWS/Azure Networking setup and configuration

  • AWS/Azure Implementation and troubleshooting for client environments

  • Modification and maintenance of backend for clients and internal processes

  • Worked as TechOps engineer assigned to Executive Onboarding new clients

  • Works with Internal IT concerning issues and projects with internal workflow

  • Auditing and recovery of client MDM certs and accounts (Addigy)

  • Auditing of 365 CSP licensure and subscriptions

  • Auditing of client program integrations

  • Powershell and Azure CLI scripting for automations of onboarding tasks

  • Custom solution creation for MDM, Cloud, or IDP program integration

  • Supported Escalations team and created KPIs for performance adherence 

October 2021 - August 2023

Senior Technologist/Problem and Change Manager

UT Battelle/Oak Ridge National Labs

Oak Ridge, TN

  • Support and assist Solution Center staff (Training, Questions, Scheduling)

  • Facilitated completion day to day activities in Solution Center

  • Assisted Group Lead and Task Lead on management duties

  • Created policy and instructions for new procedures as needed

  • Acted as main point of assistance for non-standard Software/Hardware

  • Acted as VIP support and direct contact for unsatisfactory or dissatisfied surveys

  • Served as interdepartmental envoy to boost ITSD internal communications

  • Owned and controlled Problem Management for ORNL ITSD (ITIL Standard)

  • Owned and controlled Change Management for ORNL ITSD (ITIL Standard)

  • Ran down and researched advanced MDM issues

  • Worked on NetReg (network registration system) testing committee

  • Worked with ORNL Research Cloud team on ticket research

  • Developed ELI5 documentation 

January 2021 - October 2021

Technologist

UT Battelle/Oak Ridge National Labs

Oak Ridge, TN

  • Support and assist troubleshooting for Office 365 apps suite

  • Hardware and software troubleshooting across all ORNL devices

  • Remote and local configuration across all platforms (MAC OS/Windows/LINUX)

  • Mobile device support, troubleshooting, and configuration (Secure Hub/Intune)

  • Azure Active Directory and Server configuration

  • Password and account assistance for multiple ORNL systems

  • Remote assist, phone, and in person support

  • Interdepartmental support in resolving support problems

  • Multifactor Access Support (Yubikeys, VSC, Card Readers) 

  • Worked with internal development and researchers on upcoming technologies

March 2019 - December 2021

Senior Analyst

Pilot Flying J

Knoxville, TN

  • Installation, setup, and troubleshooting of:   

  • Switches

  • Routers

  • Point of Sale 

  • Automated shower system, 

  • IP and Physical run cameras 

  • Printers

  • ESXI SIS servers 

  • Virtual machines

  • Fuel dispensers

  • Create and edit learning documentation

  • Perform diagnostics on and repair non-functioning equipment

  • Lead New Store Openings for technology

  • Worked with development, marketing, construction to create future efficiency 

  • Trained new employees

  • Performed yearly field evaluations for department employees

  • Managed IT Vendors in the field

  • Project management for construction, IT vendors, and contractors

  • SME for multiple items and phone support for field

November 2014 - March 2019

System Administrator I&II

RMB Inc

Knoxville, TN

  • Created and implemented DELL KASE Imaging suite and base images 

  • Maintained Active Directory Database for existing and new employees 

  • Maintained all company and BYOD mobile devices (mobile and laptops)

  • Maintained and updated all servers including:    

  • File and Shared Drive Servers

  • Exchange

  • Corporate NAS

  • On and Off Site Backup Servers 

  • Physical installation and upgrade of new hardware and software on all machines 

  • WYSE terminals and Citrix troubleshooting across multiple vendors and VPN 

  • Worked daily tickets and phone support for issues

January 2013 - November 2014

EDUCATION

Associate in Network and Systems Administration 

Pellissippi State Technical

Knoxville, TN

2010 - 2012

Bachelor's of Cloud Computing

Western Governors University

Millcreek, UT (Online)

2019 - 2023

SKILLS & EXPERTISE

Management and Team Leadership

  • IT Strategy
  • Customer Service
  • Executive and VIP Support
  • Teamwork
  • Time Management
  • Decision Maker
  • Problem Solving
  • People and Goal Management
  • Communication
  • Cost Management
  • Budgeting

Cybersecurity

  • Cloud Computing (Azure/AWS/GCP)
  • Risk Assessment
  • Business Continuity
  • Security Response and Control
  • Data and User Life Cycle Management
  • Identity Management
  • PIM Controls
  • Virtualization use and support
  • Mobile Device Management and Control

Certificates

  • CompTIA A+

  • CompTIA Network+

  • CompTIA Security+

  • CompTIA Cloud Essentials+

  • CompTIA Cloud+

  • CompTIA Project+

  • LPI LE-1: Linux Essentials

  • ITIL Foundation Certificate in IT Service Management

  • CIW Site Development Associate eCertificate

CONTACT

CONTACT

Phone

865-237-9053

Email

mfwagner1986@gmail.com

  • LinkedIn
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