Mark Allen Hepburn

Experience

• 

  The SYGMA Network

  Jul 2000 - Apr 2015

  Directed & coordinated all departmental operations for inbound food distribution center. 300,000 cs/wkManaged departmental goals with employee performance and attendance standardsOverseen decision making with transportation department to ensure customer satisfactionWarehouse Management Systems Dispatching & Debriefing driversBuilt good customer service skills handling customer complaints from deliveriesTracked and reported On Time DeliveriesCoaching with Safety topics and DOT regulations, as well as company policies & proceduresProblem solving Warehouse RF wearable, printer, handheld, & fork-mount equipmentAsset management, repair, programming, & troubleshootingAssisted corporate IT as a on-site Help desk technician:Upgrades, Installs of switches & wireless access points, Hardware replacementNetwork and system troubleshootingNew user install's and user updatesAdministrator of accounts Order selectorForklift DriverReceiverCycle CounterInventory Supervisor

  • Warehouse Manager

    May 2010 - Apr 2015

  • Transportation Supervisor

    Oct 2009 - May 2010

  • System Supervisor

    Mar 2006 - Oct 2009

  • Warehouse Associate

    Jul 2000 - Mar 2006
• 

  E2E Managed Services

  May 2016 - Jul 2018

  Helpdesk / Dispatcher

  Creation, assignment, and scheduling of all support tickets through ticketing softwareTier 1 & 2 IT and Phone remote support ticketsEscalation of critical and business impacting events On-site IT maintenance and support for clients Some items include but not limited to:• Diagnose & troubleshoot computer hardware and software • Build & repair computers• Install, manage, troubleshoot, & configure computer networks• Work with Virtualization software such as Virtualbox, Cisco Packet Tracer• Cat5, Cat6 cabling• Configuring & troubleshooting printers, routers, switches• Setting up wired and wireless networks• Create user profiles, adjust settings and permissions in Active Directory• Work in Hyper-V environment• Used PowerShell to migrate user profiles from Exchange Server to Office 365• Set up VPN and RD connections for users• Updates on Device drivers and software programs• Deal directly with customers to troubleshoot their issues directly as they come in, or create and dispatch a Service Ticket to the correct Tech. Show less

• 

  Ascension

  Jul 2018 - now

  Field Service Technician

  Personable customer interactionOnsite and remote troubleshootingAsset Management tracking/ OrderingLaptop and Desktop Break/FixDevice DeploymentSoftware installsTier I & II tickets and escalation as needed