Mark Turh

Experience

• 

  Lifestyle Cabinetry

  Oct 2008 - Jun 2016

  • Managed the upkeep of 20 desktops, desktop printers, 4 laptops, and 2 large MFPs to ensure optimal performance.• Created and maintained a Windows 2008 R2 Small Business Server, overseeing its administration and functionality.• Successfully implemented and administered Office 365• Successful migration from Windows 7 to Windows 10• Conducted yearly maintenance of the base image and implemented bi-weekly backups of servers and storage.• Provided after-hours support to address critical issues. Show less

  • Technology Manager

    Oct 2008 - Jun 2016

  • Operations & Quality Control

    Oct 2008 - Jul 2011
• 

  The Co-operators

  Aug 2011 - now

  • Problem Management LeadDefined and maintain process for weekly and monthly reporting including analysis on incidents and trends.Created and maintain workflow for problem record creation, maintenance, and resolution.Collaborate closely with colleagues and third level teams to ensure adherence to problem records process. • Provide continuous peer mentoring, incident audits of peers, and monthly performance summaries of peers. • Act as escalated support in management absence. • Conducted and participated in multiple levels of interviews and the hiring process.• Project Lead for macOS & JAMF integration to full team support.• Create, maintain, and administer various training.• Continue to maintain a high level of incident, knowledge and problem management. Show less • Successfully managed and resolved incidents, consistently meeting SLA targets, with an average of 80+ tickets responded to per month.• Diagnosed, analyzed, and resolved problems and issues across desktop, mobile, network, and server environments, leveraging available documentation and gained knowledge. • Proactively monitored alerts for field servers, ensuring optimal up time and system reliability.• Developed and maintained high quality knowledge articles for new and existing errors.• Created detailed documentation and training materials. • Participated in integration of new solutions, providing essential training to team members.• Served as a mentor to new team members, delivering guidance and conducting reviews to enhance overall ticket quality.• Provided remote and on-site support including but not limited to hardware and software installations.• Participated in weekly On-Call rotation. Show less • Project and Technical Lead for Xerox printer acquisition and deployment of approx 40 MFPs - testing, configuration, deployment and support. • Coordinated the deployment and return of leased hardware, ensuring efficient and organized processes.• Conducted basic troubleshooting, diagnosis, and root-cause analysis to resolve incidents promptly.• Tested and verified the installation of repackaged software before deployment into the production environment.• Created and updated comprehensive documentation for technical support personnel regarding new hardware and software.• Installed hardware and software, providing end-user training for seamless product utilization.• Successfully imaged and deployed new desktops and laptops, maintaining accurate documentation for all introduced hardware and software.• Managed and updated inventory databases, facilitating the effective tracking of hardware assets.• Scheduled and facilitated hardware or software installations with end-users and responded to Tier 2 problem tickets escalated by the first-level Help Desk or other areas. Show less

  • Sr. Technical Support Specialist

    Aug 2020 - now

  • Sr. Technical Support Analyst

    Jun 2017 - Aug 2020

  • Technical Support Analyst

    Aug 2011 - Jun 2017