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Charles M.

Griffin (Mark)
Saratoga Springs NY 12866
Tel: 518-879-2753
Email: mark.griffin29@yahoo.com
Online Resume: http://charlesmarkgriffin-resume.blogspot.com/

Skills:
A+ Computer Support Specialist, Incident Management, Network Monitoring,
Call Center Management, Vendor Management, Logistics Management.

Experience:

2008 - 2009 Operator - Network Operations Center (NOC)/Consultant


Tek Systems/ M/A Com - Tyco Electronics/ New York State Wireless Network Project.
Albany, NY

Contractor for Tyco Electronics/New York State Wireless Network Project (SWN):

• Monitor SWN for Quality, Fault, and Outage issues using multiple systems.
Included Desktop support.
• Create Trouble Tickets for issues using the BMC Remedy system.
• Resolve Quality, Fault, and Outage issues remotely if possible.
• Contact internal and external support groups for issues that can not be resolved
from the NOC.
• Track issues and attempt to update/resolve BMC Remedy Trouble Tickets.
• Prepare reports regarding all systems and email results.
• Conduct conference calls to update internal and external support groups.
• Sybase database administration. UAS
• Monitor remote sites for environmental and security issues.

2003 -2008 Customer Engineer


NCR Corporation
Saratoga Springs, NY

Supported multiple product lines for several dozen customer partners:

• Financial - ATM Level II Technician, Alarm systems, Teller Stations, Back Office
Servers, Switches, routers, and Etc.
• Retail - Point of Sale Equipment. Fast Lane Self Check out Equipment (Used
Norton Ghost to image units over the network.), Scanners, Scales, Signature capture
pads, Printers, Back office servers, Switches, routers, and Etc.
• Printing Systems - Wide Format, Laser, Thermal ink jet, dot matrix. Factory
trained.
• Computer Support Specialist - Dell Certified Systems Engineer / Enterprise Service
Force. (DCSE/ESF) Complete On site repairs for Dell's Gold and higher level
customers. Current Dell certification. (Foundation 2008): Servers, Storage Area
Networks, Desktops, Notebooks. Included PC refresh projects and Desktop support.
• As a Customer Engineer, I worked from home to support these partnerships.
Averaging 4+ calls per day, I traveled more than 1000 miles per week.
1
2001 – 2001 Systems Engineer/Consultant
ATEC Group - Office of the New York State Comptroller
Albany, NY

Contracted second level support and Systems Administration for the Bureau of Information
Technology Services at The New York State Office of the State Comptroller.(BITS/OSC)
1000+ users and multiple locations.

While with BITS/OSC I was involved in several projects.


• Roll out of Windows 2000 Active Directory.
• Migration from GroupWise to Lotus Notes.
• Assisted in the creation of Images and Migration from Windows 95 to Windows 98
using Norton Ghost over the network. Included PC refresh projects and Desktop
support.
• Worked with the vendor to correct an issue with the mainframe interface software
"Rumba" and the Windows 98 operating system on the desktop.
• Preparing to move from the Alfred E Smith Building, into the new building on State
Street in Albany, NY.

Education Courses completed


• Basic Electronics & Mechanical Concepts Equivalency Test
• Building a Simple Ethernet Network
• Building a Simple Network
• CE Scope of Service Training
• Connecting Networks
• Connecting to Remote Networks
• Expanding the Network
• Intel Blade Server Overview
• Laser Safety and Awareness
• Revving up Your High-performance Project Team
• Windows 2000 Network and Operating System Essentials
• Windows NT Monitoring and Auditing Resources
• Data Warehousing
• E-Commerce
• Internet Security
• Unix-Advanced Level

Professional Development
• Dell Master DCSE
• Project Management - Harvard Manage Mentor
• Security Training for ATM Service Technicians - Business Model B
• The Manager as Coach and Counselor
• CompTIA A+ Technical Support
• Managing Information Systems
• Novel NetWare Service and Support
• Total Quality Management - Dr. Deming
• Seven Habits of Highly Effective People-Steven Covey
• Dell Foundation 2008 certification. Desktops, Notebooks

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