Mark W. Jennys

Mark W. Jennys, mainfo@awisefuture.com
2711 Norfen Rd. Halethorpe, MD 21227
Recruiters please call (410)917-2239 cell
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Mark W. Jennys
Security Clearance Upon Request
Professional Summary:
I have 36 years technical and administrative customer support experience with twenty-three years in computer
sales and service. Instructor for introductory computer courses and on-the-job-training instructor. Experienced
with network design, maintenance and documentation; server administration, network topologies, and network
protocols providing support in a wide range of network support roles. Work well with small to large network
infrastructures. Experienced in designing, planning, or acquiring hardware and software for network
infrastructures. Have experience in Windows Server NT 4.0 administration, network topologies, and network
protocols providing support in a wide range of network support roles. Maintain support for current networks as
well as networks yet requiring assembly. Have a high rapport with the customer/user, and have been
characterized as having a good “desk side manner” with the customer.
Education/Training/Certifications:
West Milford HS NJ 1972-1974
Hempfield High School, 1974 -1976
Graduated in 1976
Studied Film making, Computer programming, and Electronics
Colleges:
Lancaster Bible College
Part-time student 1976 - 1983
Studied Bible Theology and Education.
Messiah College, 1983 - 1984
Took one semester in Business Admin.
Prince Georges Community College, 1985 -1988
Studied Microsoft applications, computer programming, and COBOL., Lotus123
Anne Arundel Community College, 1990
Studied C programming and Net+.
JMAT, Pearsonvue, Comptia Security + certification
March 1998 - CompTIA A+ PC certification and DOS/Windows Module certification current through June
2024
June 2015 CompTIA Security + CE Current through June 2024

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July 2011 ITIL Fundamentals v3
Dec2019 NSS PKI Trusted Agent Training
Cyber protect v2.0 Virtual Training
Cyberspace Defense Training
OPSEC EOP Operators
Army PKI Enhanced Agent (ETA) Training v2
WNSF – Phishing Awareness Course
DoD Cybersecurity Policy v1.2
Plus other required Army onboarding courses
Certified in PC hardware repair, Proficient Windows Systems XP, Vista and 7 O/S and Servers NT 4 and 2008
R2
Certificate of Completion – Cisco Selling the Collaboration Architecture
August 2009 FileMaker Pro Intermediate
August 2009 File Maker Pro Advanced
Chronological Work History:
Unemployed from July2019 to OCT 2020
PresentNov 2019 –OCT2020GDIT TechnicalHelp Desk V
 Answer phones and support clients calling from Army Field Support Center.
 Support client need with hardware and software on SIPR, NIPR and JWICS clients.
 .Assist in hardware moves and workstation setups.
 Provides polite and friendly customer service.
 Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents
to higher Tier II or Tier III when required.
 Documents incident status and solutions in incident database tools.
 Possesses current working knowledge of computers, printers, laptops, and common Windows
applications.
 Works through various types Tier II issues with telephone assist.
 Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer
self-help capability.
 Possesses comprehensive knowledge of the principles, methods, and techniques used in computer
troubleshooting and support.
 Possesses comprehensive knowledge of desktop operating systems and applications.
 Assists in Dell OptiPlex 7050 Hardware repairs.
 Support Windows 7 standalone PC with Custom DBCAS database.
 Perform duties as assigned.
CybercoreTechnologies (CCT)
Served on several contracts and several positions
April 2014– July 2019

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Contracts assign to AXISS, ESOC & the TPAM Contract
 Answer phones and support clients calling from DIA.
 Ensure SLA’s are met.
 Ensure DIA Adgile training courses are current.
 Perform duties as assigned.
 Responsible to resolve all tickets during shift or forward to correct support tech.
Vendor Alliance Manager
March 2019 – June 2019
 Assigned to Cybercore Head Quarters for a special Project.
 Assisted in creating vendor relations with our vendors and manufacturers.
 Assisted in keeping and cataloging employee and contractor training certs.
 Documented and assist in Cisco Gold compliancy.
 Assign training to help maintain Cisco Learning Points for compliancy.
 Developed an action plan to re-certify Cisco Gold and HPe compliancy.
 Provide and maintain listing of 10-99 contractors.
 Developed process for rebates from vendors.
 Provide information to HR when requested of certified staff.
Tier II DSS Tech
April 2017 – March 2019
 As a Cybercore employee, supported tech for ESOC call center for 100 plus stations.
 Ensured SCIF Standards where endeared too per DIA security policies.
 Responsible for all network connections from desk to closet.
 Certified Admin to supported four classified domains of connectivity.
 Created and maintained full inventory.
 Liaison for local issued and facility needs.
 Provided training in DSS support rules for hardware usage.
 Ensured hardware and cabling standards are up to date.
 Maintained inventory of supplies for repairs & reorders.
 Assisted in project planning for future needs and upgrades.
 Responsible for installation of new systems for expansion and growth.
 Assisted in limited off-site repairs and maintenance. Responsible for maintenance of SCIF standards in
accordance with security and DIA guidelines.
 Maintained and installed Windows 10 installs on Nipr and Sipr PCs.
 Configured thin and thick client for duel monitors.
 Installed and replaced CAC readers in thin and thick clients.
 Trouble shoot and assist users with printer connections via IP and Host name.
 Reinstall printers connections when necessary.


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System Admin III
April 2016 – April 2017
 As a Cybercore employee, assisted, managed, and ingested users into the TPAM database.
 Managed tasking for shift for tickets and outages.
 Managed user accounts, created, modified, unlocked and assisted in password resets.
 Assisted in documentation and SOPs.
 Assisted PM and team leads for assigned tasks.
System Admin IV Swing Shift Lead
April 2014 – April 2016
 As a Cybercore employee, lead the second shift at the GECC UE2 System managed 6 – 10 people
managing tasking for tickets and outages.
 Responded to system alerts and requests from Shift Director.
 Swing Lead providing user support for EU2 users.
 Managed system tickets, created, pended and resolve user issues.
 Managed user accounts, created, modified, unlocked and assisted in password resets.
 Assisted user with local and managed/controlled software.
 Managed user profiles, reset permissions to allow user access to their data.
 Assisted in user transfers, data, email and FTP from site to site.
 Worked with Windows 7 from a virtual environment.
 Users logged into a virtual environment through a citric shell.
 Rebuilt roaming profiles.
 Through Windows 2012 and 2016 servers created user accounts and reset user passwords.

Customer Trainer
KeyW Corp
October2013 – February 2014
 Customer Trainer for the ADET CTI contract.
 Windows Level Instructor for cybersecurity personnel.
 Preliminary training to become a Windows forensic instructor.
 Assisted in reviewing student guide and instructor slides.
System Integration TechII
Computer Science Corp
January 2013 – October2013
 Member of the Turbulence Dataflow Sustainment Team.
 Monitored alerts for 35 – 40 sites worldwide for dataflow problems.
 Restored/toggles connection loss allowing the data flow from front to back end storage sites.
 Monitored data processing services that analyze incoming data.
 Monitored data flow insuring data is processed for clients.

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 Checked, verified, and modifies routing and Trigraph and Diagraph updates.
 Worked with new hardware venders like infoblox and F5 hardware exploring better ways to deploy a better
DNS solution.
 Responsible for hardware inventory of racked hardware.
 Installed hardware cabled devices in rack, Racked Dell servers, NetApps disk storage device, routers and
switches.
 Maintained inventory for the seven racks.
Sr. Computer Support Associate
Eagle Alliance
October2010 – September 2011
 Started in the call center for the Ground Breaker contract.
 Assigned to the Local Support.
 Provided hardware repairs and installation of Win XP systems.
 Provided user needs analysts for hardware and software.
 Assisted in network surveys and connectivity issues.
 Provided Tier I and Tier II support for hardware and software tickets.
 Provided network connectivity support.
 Unexpired, unlocked and performed user password reset for their Windows
accounts.
 Fixed and resolved user roaming profile and Exchange accounts.
 Assisted in mentoring and training support piers.
 Resolved user email and SMTP account issue.
 Created user ID’s accounts, security groups, alias and distribution groups.
 Assisted users with drive mapping and remote access to shared drives.
 Installed and configured Cisco, Citrix, Safenet connects for remote clients.
 Installed and replaced hardware ensuring windows software and all agency
apps were current. The Agency used an app the one can remote to and up all
the apps. Used the Windows Scheduler to defrag the hardware and then reboot
the pc after completion.
 Replaced broken fiber cables and failed NICs. Sometimes had to install the
correct drivers when replacing the NIC.
 Replaced failed hard drives. Attempted to recover user data if accessible.
 Encouraged users in backing personal data to their home drive and not to save
too many files on their desktop.
 Encouraged users to use Outlook PST files and save them to their home drive.
The Agency later abolished this practice.
 Assisted users to use rules to manage their Outlook Mail inbox.
 Used Marimba application for managing software updates.
 Fixed roaming profile issues on servers and all PCs logged into by user.
 Conducted remote resolution of access and profile issues.

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 Assisted in troubleshooting general window issues to include configuration of
Windows software.
 Configured thin and thick client for multiple monitors.
 Installed and replaced CAC readers in thin and thick clients.
 Trouble shoot and assist users with printer connections via IP and Host name.
 Reinstalled printer connections when necessary.
 Reinstall swapping NICs and appropriate soft drivers in PCs for users PCs to
prevent port problems.
TeamLead System Admin
STG, Inc.
October2007 – September 2010
 Assigned to the STG contract with the U.S. Army Research Laboratory at Adelphi, MD.
 Assigned to the Department of Public Works and Logistics in the Lead Support role.
 Assigned to special projects for the director of the NETCOM for research and support services.
 Provided support for requests by phone, email, service desk tickets, and in person.
 Supported 160-plus users and relates desktop, laptops and printers issues.
 Imaged PCs for users with XP to Vista and maintained standard ARL Army Office Suite.
 Installed approved software and maintain ARL PC standard desktop images.
 Responsible for updates and patches keeping PCs to Army security IAVAM standards.
 Replaced defective parts on hardware Dell modules.
 Assisted and supported the conversion of Filemaker Workstation client to server mode.
 Assisted server Admin in deploying Filemaker server addition.
 Assisted and supported the conversion of FileMaker 4.1 to ver. 10.
 Set up users on PCs with CAC provisioning, certification publishing, and Configuration of Outlook.
 Supported Vista and XP user for encryption and decryption of user data.
 Supported special applications, WinEst, AutoCAD LT, MAXIMO, PBUSE and SAMSE.
 Supported Oracle products for SAMS application and user-developed tools.
 Developed/managed Printer IP VLAN conversion workflow.
 Unlocked user Exchange and AD accounts and assisted in resetting user passwords.
 Supported MS Office 2003 and Office 2007 applications.
 Supported XP and Vista users.
 Assisted in upgrading XP users to a Vista environment.
 Replaced defective hardware, IE power supplies, video cards, hard drives, CAC readers.
 Assisted users with new CAC decryption and assisted with CAC certs of their PC hard drive.
 Installed Army approved user software in person and remotely.
 Supported the ARMY with Vista deployment.
 Patched propriety software ensuring its functionality
 Utilized network drives ensuring user data was accessible after migration.


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Tier 2 Help Desk
ALTA IT Services
April 2007 – October2007
 As an Alta It services employee was a contract to hire.
 Assigned to the STG contract with the Army Research Laboratory at APG and
Adelphi, MD.
 Assigned to Adelphi compound providing computer support and user training.
 Maintained first and second tier customer support on XP systems.
 Migrated/Imaged PC for users with XP and Standard Office Suite.
 Installed approved software for standard desktop.
 Replaced hardware modules for defective parts.
 Unlocked user ID, Exchange accounts, and assisted in resetting user
passwords.
 Assisted, administered Exchange server migration of UNIX application to new
PC applications.
 Assisted with migration of Netscape mail to MS Outlook.
Sales Specialist
Lowes Home Improvement
July 2001 – October2007
 Responsible for sales of power equipment.
 Responsible for inventory, cycle counts and product promotion.
 Worked with Zone and Store Managers on sales and product promotions.
 Worked as Department Manager responsible for schedules and department
inventory.
NOC Technician
TEKsystems, Inc.
September 2001 – October2003
 Provided Level I & II Help Desk support for day and weekend support.
 Contracted to work at the Baltimore Gas and Electric Network Operations Center.
 Monitored WAN with HP Open View NNM.
 Analyzed system problems with Cisco Works.
 Performed routine checks of Router tables, IPX servers, and router logs.
 Created service tickets using Paradigm & Magic service desk.
 Monitored PBX alarms with Switchview printer alerts.
 Monitored mainframe and issued JES commands for system updates.
 Monitored T1/T3 alarm with MAXM software.
 Dispatched service calls and technicians.
 Assisted with password, account lockout, and new passwords.
 Assisted users with remote connections allowing them access to BGE systems.

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Sr. Network Manager
L-Soft International, Inc.
March 2001 – June 2001
 Provided Level I & II Help Desk support to help desk personnel and office staff.
 Assisted the Senior Systems Production Manager in day-to-day operations.
 Provided assistance in the NT 4.0 and 2000 production servers.
 Provided consultation in company procedures improving current documentation.
 Provided technical assist to junior technical and support staff.
 Monitored operations emails for customer support.
Sr. Network Manager
Ineva
April 2000 – March 2001
 Provided Level I & II Help Desk support to desk personnel and office staff.
 Provided Help Desk support to customer calling call center for ISP support.
 Assisted in maintaining the Network for ISP customers providing dial-up
connection.
 Trained Help Desk personnel in troubleshooting client calls.
 Monitored critical systems maintaining connects for ISP clients.
 Evaluated current systems for efficiency of use.
 Supervised database conversion by eliminating the need for double entry of
email addresses.
 Monitored and troubleshoot T1 and PRI lines connected to sites and backbone
connections.
 Maintained backups of servers and databases insuring protection of server data.
Instructor/Trainer
Omega Computers
June 2000 – December 2000
 Part-time Instructor for contract courses.
 Provided instruction by prepping students for A+ certification exam.
 Instructed employees on proper A+ procedures for maintaining shop standards.
 Attended computer shows and assisted sales team promoting A+ classes.
 Evaluated material that provided best use of training materials.
Sr. Network Engineer
Acuet
May 1999 – February 2000
 Provided Level I & II Help Desk support to Help Desk personnel and office
staff.
 Assigned to network support at the Edgewood MD, APG Army base.

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 Responsible for upgrades to network infrastructure.
 Maintained two NT 4.0 servers in a new domain design.
 Supported two Free BSD Unix servers providing Send Mail Accounts.
 Supported Help Desk staff for escalation of network problems.
 Administrator for NT servers and provided local groups access for file sharing.
 Migrated 8 non-Y2k servers and applications to two NT 40 servers.
 Monitored and maintain Exchange 5.5 Mail Server improving proficient use of
internal mail.
 Maintained SQL and Platypus database systems by performing vendor updates
and fixes.
 Maintained SLMail and MailSite POP3 mail servers during data conversion.
 Responsible for SLMail server conversion to Rockliffe’s MailSite software.
Sr. System Engineer
GMSI
System Admin III April 1997 – April 1999
 Developed SOP for Logistics/w implementation for remote NOC.
 Assisted in maintenance of one SCO UNIX server and Network hardware.
 Assigned Business Strategic developing product integration.
 Installed and maintained OpenView for NT on Compaq Prosinga server.
 Managed MS Exchange on 3 NOC servers with clients for NT domain.
 Assigned IRS Office of Chief Counsel supporting 20 – 30 NOC servers.
 Assisted help desk calls with data entry to HEAT application.
 2nd tier trouble calls at remote locations for IRS admins.
 Key member setting up 28 file servers for WAN Intranet System.
 Created client migration plan from 5 Banyan Vines to 4 NT servers.
 Supported users with migrations issues using Windows NT.
 Provided assistance to Web server using MS NT 4.0 and IIS 4.0.
 Trained Banyan Administrator in MS NT 4.0 at NOAA.
Sr. Systems Analyst
Orkand Corp.
October1994 – April 1997
 Team leader upgrading 40 – 50 users to MS Windows NT.
 Provided assistance to Dept. of State/CA in Network Admin.
 Configured/maintained 3 communications hubs and switches.
 Maintained dual connections with 1 Novell server & 8 NT servers.
 Key member in Help Desk Tier 2 support for field trouble calls.
 Advised integration team supporting client with H/W & S/W issues.
 Provided tech support to staff performing field installations.
 Assisted CM in analysis and recommended hardware configuration.
 Key member in creating a user workstation migration plan.

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LAN Admin. Consultant
Mitchell Systems Corp.
January 1993 – October1994
 Supported Army Corp of Engineer Real Estate Office in LAN upgrades.
 Implementation network upgrade to LAN Manager 2.2.
 Provided training/technical assistance to LAN administrator.
 Advised client on LAN upgrade and cabling plant requirements.
 Maintained and installed Novell and LAN Manager Servers.
 Supported users using email with WordPerfect Office.
Part-time Non-Credit Instructor
Prince Georges and Anne Arundel Community College
January 1987 – June 1998
 Taught the following: A+ PC Certification and Computer Repair courses;
 Basic Computer Repair and Upgrade; Introduction to LANs;
 Computers for Beginners; DOS; Survey of Computers;
 Introduction to Major Spreadsheet and MS Windows Products;
 Introduction to Novell Netware and Administration.
TechnicalSupport Engineer
Morgan Tech., LTD division of Morgan Products
November 1989 – June 1992
 Network Admin. for a Token Ring Network running MS LM.
 Maintained company and customer hardware.
 Assisted Dir. of Tech Support with inventory and tech issues.
 Installed, maintained, and trained customers in software.
 Provided technical assistance to sales staff.
Technical Proficiencies
 Experience with network design, maintenance and documentation; server administration, network
topologies, and network protocols providing support in a wide range of network support roles.
 Work well with small to large network infrastructures.
 Experienced in designing, planning or acquiring hardware and software for network infrastructures.
 Certificate of Completion for Cisco Selling the Collaboration Architecture.
Memberships / Other
 Earned an American Red Cross Award for 5 years of service and over 500 hours of service.

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 Former Board Member of Friends of Soldiers Delight, Board Member-at-Large 2013-2018.
 Volunteer to the Maryland Department of Natural Resources - earned a 500-Hour Service Award and
served as Boater Operator Vessel Inspector.
Former volunteer at Bridgeway Community Church in capacity of Fine Arts Director/Switcher Operator.
 Former Volunteer Ranger for Patapsco Valley State Park. Served as Park Ambassador for special
programs and park photographer. Also taught Photography Class specializing in how to use DSLR and
cell phone cameras more effectively.

Mark W. Jennys

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