Open to opportunities

Mark Adagi

@markadagi

Detail-oriented IT Support Analyst and production technician with 10+ years driving reliable systems and customer success.

Zimbabwe

Message

What I'm looking for

I’m looking for a role where I can own customer and internal support end-to-end—troubleshooting issues, improving help-desk workflows, and maintaining secure, reliable IT systems users can quickly adapt to.

I bring a blended background across IT support, customer service, and engineering/production—grounded in being highly organized, detail-oriented, and consistent under pressure. I’ve supported users and clients remotely and in-person while helping teams stay aligned on best practices, training needs, and service standards.

In IT Support Analyst roles, I handled data migration and transformation, database work using Oracle SQL/PL/SQL, and hands-on troubleshooting for end-user hardware and software issues. I also installed and maintained Microsoft Exchange and Print Servers, configured email accounts, managed user accounts, supported IT asset management with MAXIMO, and implemented network security through domain policies, IIS, and SonicWall.

Earlier, I developed and improved manufacturing processes as an Engineering/Production/R&D Technician—supporting stent production procedures, working closely with quality teams, and validating heat treatment, welding, and passivation cycles. Across every role, I prioritize dependable delivery, clear communication, and practical solutions that keep operations moving and customers satisfied.

Experience

Work history, roles, and key accomplishments

Current

Customer Support

Current

Freelancer

Jan 2022 - Present (4 years 6 months)

Provided remote customer support, consulting clients on best practices for establishing an online presence, and training them to be successful. Coordinated with clients via social media to ensure questions were answered.

Customer Support Remote Client Support Client Training Online Presence Best Practices Social Media Support

Customer Support Specialist

AmpiFire

Nov 2020 - Nov 2021 (1 year)

Provided remote email and client account support for a London-based marketing company. Helped ensure SaaS service standards, supported customer needs via social media, and coordinated with help desk and other departments using Confluence and Jira.

Customer Support Email Support Client Account Support SaaS Support Social Media Support Confluence Jira Help Desk Support

Call Center Agent

Smarter Call Center Solutions

Mar 2019 - Feb 2020 (11 months)

Handled inbound and outbound calls for a taxi services company operating across multiple U.S. cities. Created and managed reservations, dispatched taxis, resolved trip issues, and performed end-of-day data entry for reports.

Outbound Calling Taxi Reservations Dispatching Data Entry Way2Cloud Access A Ride Coordination

IT Support Analyst

Netmen LLC/INFOTECH IT Solutions

Sep 2014 - Nov 2017 (3 years 2 months)

Provided IT support including database work, data migration tasks, and end-user troubleshooting. Installed and maintained server and mail infrastructure, managed user accounts and IT assets, and supported clients through infrastructure changes.

Engineering/Production/R&D Technician

IDEV Technologies/Abbott Laboratories

Mar 2006 - Aug 2014 (8 years 5 months)

Performed stent manufacturing process work and R&D activities, ensuring work documentation was accurate and materials were requested to maintain production levels. Improved manufacturing processes and supported quality compliance by working closely with the quality team and validating key process steps.

Stent Manufacturing Braiding Back Braiding Welding Passivation Process Improvement Manufacturing Documentation

Floor Supervisor

Kroger

Mar 2001 - Oct 2006 (5 years 7 months)

Supervised front-end store operations by monitoring customer traffic flow and assisting cashiers and courtesy clerks as needed. Helped create schedules, assigned daily duties, resolved workplace conflicts, and trained new employees.

Retail Supervision Customer Service Support Front End Operations Staff Scheduling Daily Task Assignment Conflict Resolution Employee Training

Production Technician

Cyberonics

Jun 2005 - Jan 2006 (7 months)

Performed final assembly of generators, including microscope-based installation and leak testing prior to sterilization packaging. Monitored and adjusted production processes and equipment to maintain quality, reliability, and productivity.

Assembly Microscope Based Installation Sterilization Packaging