Mark McHugh

Experience

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  Unisys Technical Services

  Sept 2010 - Aug 2011

  Help Desk Team Lead

  Team Resource: -Trained new agents to develop technical troubleshooting skills, and familiarize with client-specific applications and procedures.-Worked one-on-one with existing agents to ensure timely resolution of issues .-Handled supervisor escalations.-Monitored the call queue and handled escalations to management during evening hours.Help Desk Analyst: -Provided first-level technical support to employees of a major financial institution. -Assisted with resolution of tickets escalated to second level support.-Worked with users to resolve hardware, software and network related issues.-Provided second line support to field service technicians.Miscellaneous:-Prepared weekly written report for the client on the most frequent callers to the help desk, the issues they were facing, and the steps taken to resolve their issues. Followed up with users to verify resolution.-Worked with client to ensure time-sensitive issues were resolved according to severity.-Researched certain issues to verify adherence to SLAs.-Provided feedback and offered guidance on issues where SLA was not met.-Assisted with audit of knowledge base to ensure the relevance and accuracy of its contents Show less

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  GateHouse Media

  Aug 2011 - Sept 2015

  Help Desk Analyst
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  ELogic LLC

  Oct 2015 - Feb 2016

  IT Associate
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  IV4, Inc.

  May 2016 - Jan 2017

  Client Support Technician
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  Sunbreak

  Sept 2017 - now

  Solutions Architect