Mark Miller

Experience

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  Papago Plastics

  Jun 1986 - Sept 1996

  Modelmaker

  Created a program in C++ to parse large NC files into smaller chunks of a size that the CNC machines' memory could handle, thereby increasing production for projects requiring large NC files.Hand-fabricated plastic models to thousandths of an inch tolerance following technical drawings.Created 3d drawings based on 2d mechanical drawings.Machined parts in plastic, wood, and metal media using CNC mills, manual mills, table saws, band saws, drill presses, vacuum former, and other manufacturing equipment.Primed and painted completed models for presentation to the customer. Show less

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  ESL Federal Credit Union

  Sept 1996 - Jan 2011

  PC Network Analyst

  Surpassed internal service quality goals four out of five years since the inception of the program.Acted as an escalation point for Level 1 and 2 support staff on the PC Network help desk.Maintained virtual servers running Citrix, physical Microsoft servers and personal computers, managed security patch protocols, performed OS, software, and hardware installs, upgrades, and troubleshooting, assigned and maintained IP addressing schemes, configured firewall rules.Oversaw help desk staff to ensure all jobs were completed on time according to customer specifications and budget constraints.Performed diagnostics and troubleshooting of system issues, documented repair tickets/resolutions, andmaintained equipment inventory lists and gave recommendations for systems to minimize downtime.Performed the role of organizer, advisor, planner and analyst for multiple IT help desk projects. Show less

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  Terabyte Computer

  Sept 1998 - Jan 2017

  Owner

  Terabyte Computer offers computer repair services and custom built computers to residential and small business customers in Monroe and Orleans Counties in New York.

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  Blue Token Games

  Dec 2009 - now

  Owner

  Currently developing a strategy card game called "TAXI". Other games are in the beginning development phase.

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  Mark Miller Carvings

  Mar 2011 - now

  Owner/Artist

  Custom 3D cakes and custom-carved watermelon centerpieces. One-of-a-kind designs using your artwork or ours. Watermelon designs include floral carvings, logos, graphics, even photographs. Cake designs are limited only by our imaginations.

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  Brush and Hammer

  Jan 2012 - Feb 2015

  Owner
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  OpenText

  Feb 2015 - Nov 2020

  Senior Technical Support Specialist

  Achieved 100% Customer Satisfaction rate for the three years the metrics were tracked.Managed customer calls and emails seeking request for assistance, identified root cause, replicated customer environments and issues in VMWare and vCloud documented support issues and resolutions, developed customer support best practices.Managed multiple threads of support incidents, through verbal and written communications with customers and internal and external IT support teams within the teamwork frame of mind.Worked to enhance the support incident escalation process including appropriately scoped and documented incidents, clearly stated requests to development teams for assistance, tracked escalated incidents and provided timely customer updates.Authored and contributed to various support and maintenance documents/processes to aide in customer self-support and other opportunities that minimize customer contacts for support. Show less

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  MKS2 Technologies

  Mar 2021 - Aug 2021

  IT Specialist

  IT Specialist for the VA medical Center in Canandaigua NY

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  PTC

  Aug 2021 - now

  Technical Support Engineer