Mark Odom

Experience

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  Marathon Petroleum Corporation

  Jan 1996 - Jan 1997

  Systems Support Tech II
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  Resume Expert Systems

  Mar 1997 - Feb 1998

  Network Specialist

  • Specialized in remote and customer facing system analysis and resolution of issues/interactions between a FoxPro database application and NetWare environments at universities and colleges nationwide. • Administered/configured network servers and workstations. • Provided LAN topology troubleshooting and recommendations at client sites.

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  GeoAccess, Inc.

  Mar 1998 - Jan 2003

  Desktop Support Team Lead, LAN Administrator

  • Supervised employees providing desktop support to more than 270 end-users. • Desktop imaging and support• Performed network/Active Directory/Exchange server administrative and maintenance duties.• Provided oversight to ensure that information systems and infrastructure were in accordance with defined requirements, ensure established processes are followed and that requirements management practices were in place and conformed to system standards.• Completed project management of corporate relocation moving over 300 PCs, printing environment, FAX machines, scanners and user specific/support team hardware, tools and software and verified connectivity, beating planned deadline by 12 hours.• Completed project to bring all software and hardware into Y2K compliance. Single-handedly applied those solutions• Improved methodology and documentation of desktop configuration processes, accelerating completion and minimizing callbacks. Show less

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  FirstGroup America

  Apr 2004 - Jun 2010

  Senior Technical Support Analyst

  • Resolved all levels of technical issues for more than 8000 end users at more than 500 locations. These calls included trouble shooting for servers, Enterprise level Active Directory, desktop, OS, Microsoft Office Suites, Email (Lotus and Exchange), Anti-Virus, VPN, data back up or recovery, print environments, protocol, and LAN/WAN connectivity issues.• Planned and coordinated travel necessary to address support needs in assigned region.• Accountable for decision making on network solutions.• Provided project and vendor management to include all IT/Telecom needs for location startups, moves and closes. Show less

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  CompuCom

  Jun 2010 - Aug 2013

  Technical Support Analyst

  • In an outsourced role, dedicated to FirstGroup America, resolved high severity level technical issues for more than 8000 end users for more than 500 locations. These calls included trouble shooting for servers, Enterprise level Active Directory, desktop, OS, Microsoft Office Suites, Email (Lotus and Exchange), Anti-Virus, VPN, data back up or recovery, print environments, protocol, and LAN/WAN connectivity issues.• Planned and coordinated travel necessary to address support needs in assigned region. • Accountable for decision making on network solutions.• Provided project and vendor management to include all IT/Telecom needs for location startups, moves and closes • Served as primary technical advisor for the Louisville, Ky. Service Desk start-up. Show less

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  MEDHOST

  Aug 2013 - Mar 2015

  Technical Engineer, Implementation Technical Services

  • Managed all technical phases of implementation projects across multiple active project assignments, always meeting project deadlines, while appropriately involving project stakeholders and decision makers• Managed the relationship and expectations of the customer for a mutually beneficial outcome• Conducted initiation and planning activity that appropriately scoped the project’s technical vision, goals, and requirements • Completed technical and business analysis for requirements and infrastructure• Conducted technical research to support testing and quality assurance• Performed quality assurance testing of components or deliverables for product installation, testing, and configuration• Served as the project’s technical point of contact for all internal clinical resources and all customer resources• Identified and mitigated technical risk through effective planning and development of corrective action strategies, with an emphasis on resolutions that resulted in no negative impact to project timelines, quality, or cost• Performed item tracking, monitoring, reporting, and notification to project team of problems or changes in scope• Distribute documentation and explain installation procedures to customers and third party vendors• Collaborated with other Technical Engineers, Project Management, Product Development and Customer Support departments to support client needs• Worked with other MEDHOST departments and with clients to resolve open issues post implementation• Documented issue resolution and procedural best practices and contributed to knowledge share• Conducted project closure activity, documenting and publishing deliverables for technical configuration, lessons learned, and transition of the implementation to Support Show less

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  Infrastructure Insights, Inc.

  Jul 2015 - May 2016

  IT Support Engineer

  • Custom configurations of Windows Server 2008 (R2) \ 2012 (R2) \ Windows 7 \Windows 8.x \Windows 10 operating systems. Responsible for internal and client systems patch management.• Configure and manage VMWare 5.x and 6 server farms. • Daily administration of corporate and client Active Directory environments (User, DNS records, GPO).• Resolution of Layer 1, 2 and Layer 3 connectivity issues. • Expert and timely resolution of tier 1, 2 and 3 level support issues for SW\HW, workstation, network print, or server issues.• Data center rack and stack, hardware upgrades, based on client need growth. • Consult at implementations of Fluke Networks’ Visual Truview.• Daily systems status monitoring, management & automation via LabTech, PRTG, system logs and performance tools. • Design and participate in i2i on-call rotation, inventory control, vendor management and relations.• Develop detailed documentation for client workstation, laptop and server builds, support policies and practices.• Track and document resolution of internal and client issues in ConnectWise ticketing system. • Manage client experience through frequent follow-up, personal ownership, professional and technical best practices. Show less

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  Oracle Health (Formerly Cerner Corp)

  Jun 2016 - now

  Senior Integrated Technical Architect/Team Manager

  •Manage integrated technology deployment of hardware, software, and services with solution consulting teams•Manage implementation and maintenance of platforms for deployment and optimization projects•Drive regular status meetings and project events with clients regarding technical aspects of deployment and optimization projects•Support system and application performance issues related to deployment and optimization projects•Assess risks and drive remediation and mitigation of findings throughout client engagements in partnership with engagement management•Build and maintain internal team and external client relationships•Mentor and train newer associates. Show less