Mark Dellaquila

Experience

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  Soyata Computers

  Aug 1999 - Feb 2004

  Repair Technician

  Started as a Frontend Counter sales associate and was promoted to Repair Technician in 2001. Provided sales and service assistance to Residential and Business customers.Duties Included:• On-site computer and network installations for home and business.• In store repair of business and home IBM-compatible PCs. Most work included spyware and virus repairs, hardware/software upgrades, backup and reinstallation of operations systems.• Assisted in the installation of Microsoft Great Plains accounting software on a Microsoft SQL Server environment. Became the point man for the system, overseeing maintenances on the system and schedule software upgrades. Show less

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  Frontier Communications

  Apr 2004 - Oct 2006

  Internet Help Desk - Tier II

  Started as a Tier I technician and was promoted to Tier II by the end of 2004. Was promoted a second time Tier II Back-up lead in 2005.Assisted Frontier Business and Residential class subscribers in an inbound call center setting. Issues Included:Existing DSL and Dial-Up Service troubleshootingSelf-Service Installation assistance of DSL and Dial-Up ServiceFrontier Web Mail support (pre-Yahoo integration)Assist Frontier Technicians performing on-site Install and Troubleshooting of DSL ServiceAssisted in the training and development of newly hired Help Desk employees. Show less

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  Current Group LLC

  Oct 2006 - Dec 2010

  Promoted from Network Operations Technician to new department. Served as a liaison between the IT Department Developers and the clients of Current’s proprietary web applications. Assisted the Network Provisioning team in the installation of network hardware when called upon.Created the customer-facing documentation and presentation of OpenGrid™ Distribution, a proprietary web-based application used by utilities to better optimize their power grids. In addition to the documentation, created the FAQs for Current’s internal wiki for answers to commonly seen issues. Created the internal documentation for CurrentSales™, an internal web-based application for the sales staff of Current to use for purchase orders made by clients.Worked with Current’s clients in weekly conference calls to verify the reliability of CurrentLook™ software. This included documenting power events that the software detected and working with the clients to resolve the events seen. Show less Promoted to the position in 2007 after the repair department was disbanded. Monitored the network status of all Current market ventures to ensure network stability for its utility and residential (Broadband Over Powerline) customers. Duties included:• Proactive network maintenances to avoid service disruptions• Worked with field crews on the installation of Current’s Broadband Over Powerline hardware)• Provided monthly on-call assistance on escalations for the Tier I technicians. • Created documentation on the installation process of Current’s first generation Broadband Over Powerline hardware and trained Tier I technicians on how to perform the tasks. This created cost efficiencies by limiting the time needed for on-call escalations. Show less Served as the second tier of customer support for Current’s Broadband over Powerline service in the Cincinnati, OH and Potomac, MD markets. Also served as the repair department’s on-call representation once a month handling escalated customer issues or large-scale service outages. Acted as the department supervisor when the standing supervisor was away.Issues ranged from:• Troubleshooting New Self-Service Installations• Troubleshooting Existing Service related issues: Internet Service, Internet Phone Service, and E-mail Service Was able to support customers a majority of the time with their issues without the need of an in-home visit, thus lowering operating expenses and improving customer satisfaction.Worked with the Network Operations manager to create a presentation on Netcool™, the company’s network monitoring system. This presentation was created to help newly hired Tier I employees understand its operation and usage at Current. Show less

  • Utility Support Specialist

    Nov 2008 - Dec 2010

  • Network Operations Technician

    Oct 2007 - Nov 2008

  • Repair Technician

    Oct 2006 - Oct 2007
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  Entre Computer Services

  Jan 2011 - Feb 2011

  Level One Service Desk Technician

  Provided technical support to employees of Iberdrola USA with computer hardware and software issues. Troubleshooting and Resolution of:• Microsoft Office applications• Citrix VPN Connectivity• SAP• E-mail• Blackberry Devices

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  Frontier Communications

  Feb 2011 - Nov 2012

  Specialist - Data Services Level I

  Acted as an escalation point from the ISIS NOC for network connectivity issues dealing with Frontier’s Nationwide ATM network during business hours and monthly on-call shifts. Performed maintenances to address network congestion issues for Business and Residential class customers. Led a team of engineers performing upgrades to Fiber network gear in Fort Wayne, IN and Redmond, WA and provided daily status updates to management on the project. Hardware Experience:• Alcatel / Lucent Switches• Calix C5 and C7 Switches• Motorola Fiber Optic Switches• Juniper E (RX)-Series Routers• Cisco Routers Show less

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  Yahoo!

  Nov 2012 - Jul 2017

  Coordinate with multiple teams to efficiently resolve service-impacting incidents. Act as a project coordinator and contributor for a group within the team that creates training modules for Incident Managers focusing on:• Processes within Incident Management• Internal and External Monitoring Tools• Crisis Management• Yahoo Product Knowledge• General TechnologyProvide documentation to other internal teams setting forth policies and expectations of Incident Management. Support management in the process of interview candidates for open job requisitions and provide feedback. Train and continually develop and all Incident Managers at Yahoo, Inc. to provide best-in-class service in the coordination and resolution of incidents ranging from on the spot knowledge transfer to post-incident audit reviews. Show less

  • Network Scribe

    Feb 2017 - Jul 2017

  • Incident Manager

    May 2014 - Feb 2017

  • OC Engineer

    Nov 2012 - May 2014
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  Oath

  Feb 2017 - Jan 2019

  Network Engineer - Scribe, Procurement, and Training Coordination

  Serve as the main interface for assisting employees in procuring training from vendors.Work with company network architects, management, and vendors to purchase hardware for various projects within the network organization.Perform documentation updates for the Global Network and Infrastructure Services organization.

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  Verizon Media

  Jan 2019 - May 2022

  Network Engineer - Scribe, Training and Procurement
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  Yahoo

  Sept 2021 - May 2022

  Procurement Lead / Network Engineer (Quasi)

  Serve as the main point of contact for purchasing with the Global Network Infrastructure and Services (GNIS) Organization. Trained three others within the organization to assist in duties when out of the office. Duties include the creation and tracking of Purchase Orders to vendors for order fulfillment, keeping requestors and project managers aware of delivery estimates, along working with vendors to ensure timely delivery of orders.Work on the Network Engineering team performing maintenance work on network hardware and port allocations for peering. Vendor hardware worked on includes: Cisco, Juniper, Arista, and Ciena to name a few.Serve as a member of the Network Education Research and Development Team within GNIS. In this role, the team procures vendor-based training resources, provides in-house training to help develop skill sets for GNIS members. Show less

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  NVIDIA

  May 2022 - now

  Technical Content Developer