Mark Polo
San Bernardino
Summary
Dynamic IT Systems Supervisor with 17 years of experience in managing help desk operations, leading high-performing teams, and overseeing network troubleshooting in data center environments. Expertise includes hardware and software installations, equipment management, and delivering exceptional customer service. Proficient in optimizing system performance and implementing innovative solutions while fostering collaboration among cross-functional teams to effectively address evolving project demands. Additional strengths in data analysis, process improvement, and technical troubleshooting provide a strong foundation for success in systems analysis roles.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Supervising Automated Systems Analyst 1
San Bernardino County – Department of Behavioral Health
05.2025 - Current
- Plan, organize, evaluate, and supervise the work of staff engaged in the maintenance of Department of Behavioral Health.
- Maintain standards, practices, and procedures for proper maintenance of programming for DBH clinics, County mental health satellite agencies and contract agencies; maintain appropriate safeguards to ensure compliance with HIPAA confidentiality and security requirements.
- Provide Supervisor support for a team of 4 DBH Technicians and Application Specialist.
- Ensure helpdesk tickets are distributed to the team evenly and escalations are reached to the appropriate level.
- Initiated a plan for the team of technicians and delegated work that has been a year pending for DBH clinics.
- Created and changed program features for DBH clinics using myAvatar at an Enterprise level.
- Analyzed system requirements to enhance behavioral health service delivery and operational efficiency.
- Developed and maintained documentation for software applications and system processes to ensure compliance and usability.
IT Systems Supervisor
Big Lots Inc. – Distribution Center
07.2016 - 10.2024
- Delegated responsibilities among team members to effectively meet the needs of over 400 employees at the distribution center
- Contributed to cost savings by implementing inventory tracking on RF units, enhancing accuracy, and reducing losses at Big Lots Inc.
- Introduced APEX locker cabinets, resulting in an 80% reduction in equipment loss and improved asset management
- Promoted to IT Systems Supervisor after 9 years with the department due to consistent performance and leadership
- Managed a team of 3 IT Specialists, overseeing employee schedules, and ensuring seamless network coverage during vacations
- Orchestrated a successful building relocation from Rancho Cucamonga to Apple Valley, CA, minimizing disruption to operations
- Initiated and coordinated weekly meetings between Operations Management and IT, streamlining communication and improving cross-departmental collaboration
- Minimized operational disruptions and improved system reliability by effectively managing ticket escalations and troubleshooting critical issues using Service Now
- Worked closely with HR and operations team with on-boarding and off-boarding associates
- System Admin for onsite Cisco phones, routers, switches, access points, Dell computers, printers (HP, Xerox, Cannon, OCE, Zebra), RF Units (Zebra, VoCollect, Honeywell), WMS (Manhattan, AS400, Intelligrated)
- Worked closely with Vendors to ensure a positive relationship
- Supervised daily operations, ensuring compliance with safety and quality standards.
- Led training sessions for new employees, enhancing team performance and productivity.
Youth Ministry Director
The Rock Church and World Outreach Center
06.2016 - 07.2020
- Collaborated with the Youth Pastor to plan meetings and develop agendas for upcoming weeks, months, and years, ensuring alignment with ministry goals
- Oversaw the Jr. High ministry, providing care and guidance to 40 – 80 teens per service, on both Wednesdays and weekends
- Efficiently scheduled Youth Volunteer hours using Planning Center software, ensuring proper coverage and support during services
- Assigned specific duty positions to volunteers and interns, optimizing team performance during service times
- Worked closely with interns to organize and execute services, camps, and youth functions, boosting engagement and participation
- Developed engaging youth programs that fostered spiritual growth and community involvement.
- Led volunteer training sessions to enhance team effectiveness and support program objectives.
IT Systems Specialist
Big Lots Inc. – Distribution Center
11.2007 - 07.2016
- Installed network racks, cabinets, and terminated cables, optimizing network infrastructure for improved efficiency and performance
- Conducted regular inspections of network connections from end-user PCs to VoIP phones, troubleshooting and resolving issues promptly
- Identified, labeled, and troubleshot network-related cabling problems, securing optimal connectivity across systems
- Provided daily status reports to the Supervisor, offering accurate updates on ongoing projects and network performance
- Supported a 24/7 production environment, managing workstations (Dell, HP, Thin Clients), laptops, mobile devices (Apple, Cisco wireless phone), network equipment (Dell, Cisco), printers (HP, Canon, OCE, Xerox), scanners (Symbol, Zebra), plotters, VoIP devices, and WiFi to ensure seamless operations
- Analyzed system performance data to identify areas for improvement and optimization.
Education
Associate of Science - Computer Electronics, Engineering and Technology
ITT Technical Institute
San Bernardino, CA01-2007
Associate of Arts - Biblical Studies
The Rock Bible College
San Bernardino, CA01-2011
Skills
- Technical support
- Network infrastructure support
- Systematic problem-solving
- System setup expertise
- Voice over IP configuration
- Server maintenance
- Data recovery solutions
- Documentation development
- User support services
- Software application support
- Cross-functional teamwork
- Team collaboration
Certification
ITIL Certification | In Progress (18 hours of coursework completed)
Timeline
Supervising Automated Systems Analyst 1
San Bernardino County – Department of Behavioral Health
05.2025 - Current
IT Systems Supervisor
Big Lots Inc. – Distribution Center
07.2016 - 10.2024
Youth Ministry Director
The Rock Church and World Outreach Center
06.2016 - 07.2020
IT Systems Specialist
Big Lots Inc. – Distribution Center
11.2007 - 07.2016
Associate of Science - Computer Electronics, Engineering and Technology
ITT Technical Institute
Associate of Arts - Biblical Studies
The Rock Bible College