Mark Muyskens
IT Professional
Commended for reliability and resourcefulness. I am a self-motivated and hard-working individual able to combine patience, determination, and persistence to meet the needs of any situation. I am always happy to assist no matter what the issue is.
Work Experience
Tier.net
Senior Technical Support Representative
Feb 2023 - Present
NameHero
Sales and Support Supervisor
July 2020 - Feb 2023
• Customer renewal options
• New account pre-sale queries
• Escalated pre-sales tickets
• Following up/focusing on closing outstanding customer leads
• Supervision / quality assurance of other support techs
• Customer complaints
• Account migration quality checks (verify account data was moved over from old host correctly)
• Escalated support tickets/queries from other techs
• Ability to help support team on Tickets/Chat during moments of high inflow
• Customer retention
• Quality assurance review of support team to ensure important benchmarks are being met
• Ability to provide weekly reports of these reviews to the CEO.
• Help in developing/implementing new internal company policies
• Assisting in on-going training/development of our team.
• Ability to help coordinate shift times/team schedule.
• Other tasks assigned by Director of Operations or CEO.
• New account pre-sale queries
• Escalated pre-sales tickets
• Following up/focusing on closing outstanding customer leads
• Supervision / quality assurance of other support techs
• Customer complaints
• Account migration quality checks (verify account data was moved over from old host correctly)
• Escalated support tickets/queries from other techs
• Ability to help support team on Tickets/Chat during moments of high inflow
• Customer retention
• Quality assurance review of support team to ensure important benchmarks are being met
• Ability to provide weekly reports of these reviews to the CEO.
• Help in developing/implementing new internal company policies
• Assisting in on-going training/development of our team.
• Ability to help coordinate shift times/team schedule.
• Other tasks assigned by Director of Operations or CEO.
MageMojo
Linux Support Engineer
Feb 2019 - July 2020
Provide managed service for Magento stores running on MageMojo's Stratus platform. Stratus is a Kubernetes based platform built on top of Amazon AWS services such as Route 53, CloudFront, and SES
Chuck E. Cheese
Technical Manager
April 2018 - Jan 2019
• Manage the electrical and mechanical aspects of the gameroom
• Work on the latest video games and skill games, kiddie rides, sky tubes, robotic shows, kitchen equipment, register systems and coin and ticket mechanisms
• Repair and/or replace defective electronic components and take responsibility for timely scheduled and unscheduled inspections
• Operate stage show equipment and manage repairs and preventative maintenance, including compressor operation, lighting and sound, pneumatics, mac valves, cylinders, boards and stage show cosmetics
• Maintain an inventory of electronic equipment, mechanical parts and tools while staying within monthly budgets
• Perform daily preventative maintenance and repairs
• Create and maintain a fun, customer-focused environment where every guests leaves happy.
• Maintain a safety-focused attitude at all times
• Make daily decisions to uphold company principles, product quality and cleanliness standards
• Work on the latest video games and skill games, kiddie rides, sky tubes, robotic shows, kitchen equipment, register systems and coin and ticket mechanisms
• Repair and/or replace defective electronic components and take responsibility for timely scheduled and unscheduled inspections
• Operate stage show equipment and manage repairs and preventative maintenance, including compressor operation, lighting and sound, pneumatics, mac valves, cylinders, boards and stage show cosmetics
• Maintain an inventory of electronic equipment, mechanical parts and tools while staying within monthly budgets
• Perform daily preventative maintenance and repairs
• Create and maintain a fun, customer-focused environment where every guests leaves happy.
• Maintain a safety-focused attitude at all times
• Make daily decisions to uphold company principles, product quality and cleanliness standards
NCR Corporation
Customer Engineer II
August 2016 - April 2018
Responsible for providing installation, maintenance and repairs on ATM and POS equipment within assigned territory to assure continuity of customer operations and high levels of customer satisfaction. Major customers; Financial – Chase, Wells Fargo, Bank of America, Safe Credit Union, Retail – Starbucks, Sam's Club, Walmart, Home Depot, Lowe's, Smart and Final.
OneWebHosting.com
Datacenter Operations / System Administrator
May 2009 - Jan 2019
Provided technical support for web hosting related issues such as DNS, spam filtering issues, resource related issues, etc. Monitored server alerts and responded as necessary, monitored system backups and performed QA checks to verify backups were functioning correctly, monitored support helpdesk via email/phone/chat and took ownership of all ticket escalations, provided ETAs and status updates as necessary to customers, racked and provisioned new servers and other networking equipment.
NCR Corporation
Customer Engineer
Jun 2015 - June 2016
Responsible for providing installation, maintenance and repairs on ATM and POS equipment within assigned territory to assure continuity of customer operations and high levels of customer satisfaction. Major customers; Financial – Chase, Wells Fargo, Bank of America, Safe Credit Union, Retail – Starbucks, Sam's Club, Walmart, Home Depot, Lowe's, Smart and Final.
Apple Computers
MobileMe Support Representative
August 2008 - October 2008
Provide technical support for Apple's product, MobileMe, on a tier one level. Troubleshoot basic technical issues with the product and providing cancellations and refunds as requested.
DJW Equipment Sales
IT Manager
January 2008 - August 2008
Maintain website, networking equipment, and other IT Infrastructure.