Open to opportunities

Mark Basile

@markbasile

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Experienced IT Support Specialist with a focus on user satisfaction.

United States

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What I'm looking for

I am looking for a role that offers growth opportunities in a collaborative environment, where I can leverage my technical skills and contribute to user satisfaction.

I am an experienced Tier 2 Helpdesk and IT Support Specialist with over 8 years of progressive experience in supporting enterprise users in remote and hybrid environments. My expertise includes direct support for federal government agencies, where I have honed my skills in troubleshooting across Microsoft 365, Active Directory, VPN, VoIP, and cloud-based systems. I am ITIL v4 Foundation certified and hold an active Public Trust clearance, which underscores my commitment to security and compliance.

Throughout my career, I have demonstrated leadership in fast-paced Managed Service Provider (MSP) environments and federal contracts. I have a strong focus on user satisfaction, ticket resolution, and operational efficiency. My role at Agile Defense as a Senior Computer User Support Specialist has allowed me to progress from a Junior role, where I supported over 10,000 users, to a position where I triage escalations, develop knowledge bases, and provide advanced technical support. I thrive on challenges and continuously seek to improve processes that enhance user experience.

Experience

Work history, roles, and key accomplishments

Current

Senior Computer User Support Specialist

Current

Agile Defense

Apr 2021 - Present (4 years 3 months)

Progressed from Junior to Senior role supporting over 10,000 users in a federal environment. Resolved user issues across phone, chat, and ticket-based support using ServiceNow, triaging and routing escalations accurately across internal support teams.

ServiceNow Azure VPN Mobile Device Management Technical Support Troubleshooting Ticketing Systems

Microsoft 365 Premiere Support Technician II

Zones Nfrastructure

Oct 2020 - Present (4 years 9 months)

Managed over 20 daily cases focused on Microsoft 365 troubleshooting and user support. Collaborated directly with Microsoft internal teams to resolve escalated issues and provided technical support via phone and email using the Rave ticketing system.

Troubleshooting User Support Rave Ticketing System Customer Satisfaction Email Support Phone Support Technical Support Escalation Management Root Cause Analysis

Technical Operations Engineer II

Mindshift Technologies (A Ricoh Company)

Nov 2018 - Present (6 years 8 months)

Supported clients in a remote MSP environment with escalated systems and user support. Administered M365/O365, Exchange, Windows Server, and mobile device configurations, diagnosing and resolving malware, backup, VDI, VoIP, and system access issues.

O365 Exchange Windows Server Mobile Device Management Backup Solutions VDI VoIP ServiceNow Mentoring Technical Support Troubleshooting

Technical Operations Engineer I

Mindshift Technologies (A Ricoh Company)

Jul 2017 - Present (8 years)

Managed over 50 daily support requests via phone, chat, and email. Provided front-line support for hardware/software, logins, email, printers, and VPN, escalating appropriately to senior teams and vendors when necessary.

Education

Degrees, certifications, and relevant coursework

ECPI University

Bachelor of Science, Electrical Engineering

Completed a Bachelor of Science in Electrical Engineering with a specialization in Mechatronics. Gained foundational knowledge and practical skills in electrical systems and mechanical engineering principles.

Atlantic Cape Community College

General Studies, General Studies

Undertook general studies coursework, earning the President's Award for academic achievement. Developed a broad educational foundation across various subjects.