Mark DeLaney

Experience

• 

  Sutherland Global Services

  Jun 2004 - Dec 2007

  Help Desk Technician

  Inbound call center. Provided desktop technical support. Troubleshooting hardware, software, O.S. issues. Clients included Gateway, Intuit Turbotax, and Roxio/Sonic.

• 

  Self.

  Jan 2007 - now

  Self

  Computer repair services including: virus removal, malware removal, computer networking, wireless, security, tutorials, Ubuntu, Windows XP, Windows Vista, Windows 7,Windows 8, Windows 10, Mac OS X 10.3 - 10.7, email configuration, router configuration, VirtualBox, and remote access. Identifing and resolving software errors.

• 

  United Methodist Church

  Oct 2007 - Jul 2011

  IT and Media Director

  Maintaining the computers, computer networking, and other electronics. Preventing and removing malware/viruses. Provides training as needed.

• 

  Unisys

  Dec 2007 - Apr 2009

  Help Desk Technician

  Inbound call center. Provided technical support password resets for callers.

• 

  SunGard

  Aug 2009 - Sept 2009

  Help Desk

  Providing technical support for faculty, staff, and students of multiple colleges. Troubleshooting hardware and software issues, and password resets. Familiar with Angel, Blackboard, WebCT, Active Directory, and PeopleSoft. Contract assignment through Triad.

• 

  Sutherland Global Services

  Oct 2009 - May 2010

  Help Desk Technician

  Providing technical support for AT&T ConnecTech customers. Virus and Malware removal. Resolving connectivity issues. Microsoft Windows XP, Vista, Windows 7, and Apple Mac OS X. Created training information to resolve Mac issues that is used in Rochester and Syracuse.

• 

  Global Resources, Ltd.

  Aug 2010 - Aug 2010

  Lead technician

  Part time contract to perform pc refresh and server updates. Replace old computers with new. Installing the software that the clients need to perform business activities. Multiple locations in Orleans, Monroe, and Wayne counties.

• 

  Sutherland Global Services

  Sept 2010 - Jan 2012

  Optimizing websites for mobile devices for DudaMobile/GoMo (Google Mobile).Malware/Virus removal via remote access for AT&T ConnecTech and AnswersBy, Resolving internet connectivity issues for Microsoft Windows and Apple Mac systems. Providing troubleshooting support for applications.

  • DudaMobile Technician/AnswersBy Technican

    Jan 2011 - Jan 2012

  • Help Desk Technician - Mac Support

    Sept 2010 - Mar 2011
• 

  Entre Computer Services

  Aug 2012 - Jan 2016

  Provided technical support for employees and contractors of Iberdrola U.S., now know as Avangrid. Remote installation of software with Altiris, manual installation, and with a custom software deployment tool. Level 2 troubleshooting. Assisted second and third level technicians to resolve issues. Assisted to resolve post migration issues. Overflow for Service Desk as needed. Level 1 techinical support including account password resets and resolving errors with software and network resources.

  • Remote Deskside technician at Iberdrola-USA

    Jan 2012 - Jan 2016

  • service desk technician at Iberdrola-USA

    Aug 2012 - Sept 2012
• 

  C.A.S.H.

  Jan 2013 - Apr 2013

  Advisor - Volunteer

  Volunteer advisor at C.A.S.H. (Creating Assets Savings and Hope). Verify intake forms are complete for tax prep , validate client qualification, then interview and connect the client with community resources based on the intake forms responses.

• 

  Microworx Direct, Inc.

  Jun 2016 - Jul 2016

  Onsite IT Service Technician

  Skills used include: malware/virus removal, backup/recovery, O.S. installs/upgrades, hardware testing, and hard drive cloning.

• 

  Insight Global

  Oct 2016 - Dec 2016

  IT Technician

  Upgrading pc's from previous versions of Microsoft Office to Office365/Office2016. Troubleshooting issues as needed.

• 

  Wellington Steele & Associates, Inc.

  Feb 2017 - Feb 2017

  Deskside Support Technician

  Onsite troubleshooting of software issues and hardware installation as an onside deskside technician.

• 

  Insight Global

  Feb 2017 - May 2017

  IT Technician

  Upgrading network infrastructure, and printers at multiple branches of Bank of America. Providing documentation for future teams to upgrade other systems based on corporate standards. Hardware replacement and server upgrades.

• 

  Sutherland

  Sept 2017 - now

  Product Support Engineer

  I use linux command line environments to perform log scraping techniques. The results are used to provide configuration help, troubleshooting and best practice advice to debug email systems by phone, chat, and within the support portal.