Summary
Overview
Work History
Education
Skills
Languages
Certification
Awards
Timeline
Generic

Mark Sawyer

Oakville,Ontario

Summary

Experienced IT professional with over a decade of expertise in Apple technologies, Windows, managerial roles, and customer service. Specializes in IT infrastructure, cloud solutions, cybersecurity, and networking. Proficient in troubleshooting, system administration, and IT service management with a demonstrated ability to foster professional excellence in teams for success in challenging IT environments.

Overview

13
13
years of professional experience
1
1
Certification

Work History

TECHNICAL ANALYST

365 IT Solutions / F12.net
07.2023 - Current
  • Provide IT support, security, and management for industries including credit unions, insurance, healthcare, engineering, law firms, and more.
  • Manage network security configurations using SonicWall & WatchGuard firewalls.
  • Deploy and maintain WatchGuard and Cisco switches for efficient networking.
  • Implement VMware and AWS Cloud for improved virtual environments.
  • Oversee Azure AD management for both on-premises and hybrid environments.
  • Manage Linux servers, Windows Server environments, and SQL databases.
  • Deploy and maintains Datto RMM, Cove backups, and N-able RMM for system monitoring and backup solutions.
  • Provide end-user support for Apple and Windows environments.
  • Install, configure, and manage VoIP and PBX systems, ensuring seamless business communication.

SENIOR TEAM LEAD

Concentrix
01.2021 - 07.2023
  • Company Overview: US Branch - Remote
  • Oversee a group of 20 or more call center associates including work and attendance monitoring in accordance with organization policy to ensure service level agreements are met.
  • Consistently exceeds monthly and quarterly metrics for team, resulting in #1 team site wide. - Remodeled procedures site-wide which resulted in site advancing 12 ranks to #6 campaign-wide for overall metrics within quarter.
  • Realigned advisors' focus to increase CSAT metric site-wide, resulting in #1 site in campaign for quarter.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Coordinates the regular testing of equipment to address faults and provide evaluations to improve them.
  • Found performance related issues, develop, and communicate an action plan for improvement, implement corrective action, up to and including termination of employment.
  • Aided company in successfully launching AI pilot project to enhance advisor performance and increase overall revenue.
  • US Branch - Remote

SENIOR QUALITY ANALYST

Concentrix
01.2019 - 01.2021
  • Company Overview: Hamilton, ON
  • Monitored, evaluated, and audited Advisors on in and outbound calls, virtual chat, and emails with customers.
  • Reported results of evaluations to proper departments and upper management as well as coached advisors on their evaluations.
  • Exceeded department productivity requirements on monthly basis.
  • Supported management by providing feedback on advisors to balance scorecards and hit profitability goals for site.
  • Participated in calibration sessions with management of several departments and client to ensure scoring consistency and quality best practices site wide.
  • Participated in internal and external quality audits to meet COPC standards and to determine process control and efficiencies.
  • Collaborated with internal IT site support to set up PBX system and VOIP system site wide. - Monitored and supported internal help desk chat groups for advisors, team leads and operational managers site wide.
  • Hamilton, ON

SR. ADVISOR II, TECHNICAL SUPPORT

Concentrix
03.2017 - 01.2019
  • Company Overview: Hamilton, ON
  • Provided advanced technical support and solved complex customer cases including escalation complaints.
  • Identified, investigated, and engineered solutions on user questions and problems, including hardware, software, networking, and other designated client products.
  • Achieved team captain for duration of senior advisor role.
  • Probed and isolated technical issues to find root cause.
  • Provided targeted troubleshooting to resolve root issue.
  • Communicated with client's engineers to resolve technical problems internally and at consumer level.
  • Worked with client's retail stores and cellular carriers to resolve technical issues for customers.
  • Provided feedback to client's curators who created internal help desk for advisors.
  • Provided CRUs, repairs, and products to customers on regular basis with authority to waive fees.
  • Hamilton, ON

TECHNICAL SUPPORT ADVISOR

Concentrix
01.2017 - 03.2017
  • Company Overview: Hamilton, ON
  • Provided white glove customer service to customers on all methods of contact (inbound/outbound calls, virtual chat & email).
  • Engaged in active listening with customers to confirm and clarify information so that customers felt supported and valued.
  • Worked with fellow advisors for better customer service and quick call resolution.
  • Responded to customer inquiries efficiently and accurately by referring them to published materials, secondary sources, and escalating them to senior advisors.
  • De-escalated frustrated customers using 'Here to Help Palate' techniques.
  • Documented and retrieved information in the internal call-tracking database.
  • Collaborated with supervisors to escalate and address customer technical issues.
  • Ensured service delivered to customers met contractual KPIs.
  • Hamilton, ON

PEER SUPPORT WORKER

Barton Secondary School
09.2012 - 06.2015
  • Lead configured and networked CISCO labs with high school students.
  • Assisted students in learning how to cascade routers with custom subnet masking.
  • Programmed traffic lights using Touring software across parallel-port cables.
  • Scripted custom java programs to perform many desired tasks.
  • Collaborated with students to disassemble and reassemble processing computers.
  • Helped students design flow charts from compiled java scripts.
  • Compiled Java code manually using GameMaker and Touring software.
  • Built raspberry pi to cut advertisements on computers and execute code.

Education

Apprenticeship - Information Technology

Fanshawe College
04.2018

Graduate Certificate - Information Technology

Fanshawe College
04.2017

Skills

  • Managed IT
  • Cybersecurity
  • Data Centres
  • Cloud Security
  • IT Strategy
  • Coaching
  • Mentoring
  • Quality Auditing
  • Helpdesk Support
  • Internal Audits

Languages

English
Native or Bilingual

Certification

  • Datto RMM Certified Deployment Specialist - Kaseya University
  • MS900 - Microsoft 365 Fundamentals - Microsoft
  • Advisor, Technical Support Certificate - Apple
  • Mac+ Advisor & Sr. Advisor II, Technical Support Certificate - Apple
  • Sr. Advisor II, Technical Support Certificate - Apple
  • Sr. Quality Analyst, Technical Support Certificate - Apple

Awards

  • Kudos Awards, 365IT Solutions / F12.net, Received 40+ kudos from peers to date.
  • CSAT Award, Concentrix, Received award for highest CSAT week over week, site wide for the fiscal month.
  • Concentrix Hero Award, Concentrix, Culture statement award.
  • Kudos Statement, Concentrix, Received kudos statement for being fanatical about clients and staff.
  • Certificate of Endorsement (Computer Science), Barton Secondary School, Completed required computer science courses with high GPA.

Timeline

TECHNICAL ANALYST

365 IT Solutions / F12.net
07.2023 - Current

SENIOR TEAM LEAD

Concentrix
01.2021 - 07.2023

SENIOR QUALITY ANALYST

Concentrix
01.2019 - 01.2021

SR. ADVISOR II, TECHNICAL SUPPORT

Concentrix
03.2017 - 01.2019

TECHNICAL SUPPORT ADVISOR

Concentrix
01.2017 - 03.2017

PEER SUPPORT WORKER

Barton Secondary School
09.2012 - 06.2015

Apprenticeship - Information Technology

Fanshawe College

Graduate Certificate - Information Technology

Fanshawe College

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Mark Sawyer