Charles (Mark) Griffin
Saratoga
Springs NY 12866
Tel: 518-512-6582
Email: mark.griffin59@gmail.com
Updated 04/01/2020
Summary of Qualifications
▪ Detail-oriented, with
excellent multitasking and organizational abilities.
▪ System Monitoring and Support
▪ Change Management (Hardware,
Software, Firmware, etc..
▪ Strong troubleshooting,
installation and configuration proficiency.
▪ Exceptional focus and follow
through abilities, track record of efficiency and productivity.
▪ Diverse professional
development including systems setup and administration.
▪ Strong Supervisory skills.
Workflow management. Quality and Production Control.
▪ Excellent Customer Service
and support.
▪ Proven ability to translate
complex technical concepts.
▪ Create training documents and
teach students.
Skills
A+ Computer Support Specialist
(Hardware and Software, Incident Management, Network Operations Monitoring,
Call Center Management, Vendor Management, Logistics Management. PC, Windows
NT/95/98/2000/XP, ServiceNow BMC Remedy, ITIL, LAN/WAN, Proficiency with
Microsoft Office products, Cisco Systems, VPN, Dell DCSE, Storage Area Network
service and support, Server/Desktop/Notebook break/fix, Video Teleconferencing,
Unix server admin.
2011 - Present - Principle
Technician (Automated Semiconductor Manufacturing)
GLOBALFOUNDRIES
Malta, NY
· Perform duties as a Principle
Technician in Factory Automation Engineering (CIM)
· Perform administrative duties
and training for ServiceNow (ITIL) help-desk software
· Perform administrative duties
and training for factory systems
· Proactively monitor factory
automation systems and identify and communicate opportunities for improved
system performance, procedures and troubleshooting documentation
· Troubleshoot complex equipment and systems using documented
procedures
· Perform preventative maintenance and repair of complex
electro-mechanical systems following detailed procedures
· Adhere to established EHS standards and proactively identify
opportunities for improvement to promote and improve a safe work environment
· Communicate with other support personnel, shift managers, and
cross-functional engineering as required to drive issues to resolution
· Document all issues in accordance with established procedures to
enable Pareto analysis and continuous improvement
· Work according to the 5S standards (5S – Standardize, Sustain,
Sort, Shine, Set) to maintain good housekeeping in the factory
· Test, install and configure automation systems control
applications
2009 - 2011 Desktop Services
Technician
TekSystems/ Dell Managed Services/ AIGGS/ Blue Cross
Albany, NY
Desktop Support Technician representing Dell Managed Services at
Empire Blue Cross/Blue Shield NY/US/Wellpoint
Desktop Support Technician representing AIGGS at Chartis Insurance
Remote support of Off Premise
Workers using a VPN connection to a Citrix Session.
Provide troubleshooting and
repair Dell desktop and laptop systems.
Re-imaging and redeployment of
desktop and laptop systems for multiple departments.
Activate Blackberry devices
with Verizon and BES Enterprise.
Trouble Shoot Blackberry
hardware and OS Issues
Completed all changes in
Inventory Control Database as needed.
Insure that computers are in
the proper OU in Active Directory
Edited the system registry as
needed.
Installation and Support of all
Microsoft Products.
Supervised as many as 4
technicians during an ADD/MOVE/CHANGE project. There were more than a thousand
moves.
Oversaw the re imaging and
redeployment of several dozen systems for two other projects at the site.
DOD wiped hard drives and
prepped surplus equipment for salvage.
2008 -
2009 Operator - Network Operations Center
(NOC)/Consultant
TekSystems/ M/A Com - Tyco
Electronics/ New York State Wireless Network Project.
Albany, NY
Contractor for Tyco
Electronics/New York State Wireless Network Project (SWN):
Monitor SWN for Quality, Fault,
and Outage issues using multiple systems. Included Desktop support.
Create Trouble Tickets for
issues using the BMC Remedy (ITIL) system.
Resolve Quality, Fault, and
Outage issues remotely if possible.
Contact internal and external
support groups for issues that can not be resolved from the NOC.
Track issues and attempt to
update/resolve BMC Remedy Trouble Tickets.
Prepare reports regarding all
systems and email results.
Conduct conference calls to
update internal and external support groups.
Sybase database administration.
UAS
Monitor remote sites for
environmental and security issues.
2003 -2008
Customer Engineer
NCR Corporation
Saratoga Springs, NY
Supported multiple product
lines for several dozen customer partners:
Financial - ATM Level II
Technician, Alarm systems, Teller Stations, Back Office Servers, Switches,
routers, and Etc.
Retail - Point of Sale
Equipment. Fast Lane Self Check out Equipment (Used Norton Ghost to image units
over the network.), Scanners, Scales, Signature capture pads, Printers, Back
office servers, Switches, routers, and Etc.
Printing Systems - Wide Format,
Laser, Thermal ink jet, dot matrix. Factory trained.
Computer Support Specialist -
Dell Certified Systems Engineer / Enterprise Service Force. (Storage Area
Networks - SAN) (DCSE/ESF)
Complete On site repairs for
Dell's Gold and higher level customers. Dell certification. (Foundation 2008):
Servers, Storage Area Networks, Desktops, Notebooks. Included PC refresh
projects and Desktop support.
As a Customer Engineer, I
worked from home to support these partnerships. Averaging 4+ calls per day, I
traveled more than 1000 miles per week.
