Mark Rood

Colorado // Me@MarkRood.io

Summary

Results-driven IT professional with 10+ years in system administration and engineering across private sector and U.S. Marine Corps. Proven track record of implementing innovative solutions in high-pressure environments. Eager to leverage diverse experience and passion for cutting-edge technology to drive your team's IT infrastructure to new levels of efficiency and security.

Proficiencies

Development

HTML / CSS / JS Git / GitHub PowerShell Microsoft SQL API Tailwind

Management & Process

Linear / Jira Project Management Technical Writing Zendesk Development

Infrastructure & Security

VMWare / Hyper-V Windows Svr 2012-2019 MaaS360 / Intune Mimecast / Defender Endpoint Central / PDQ EXO / Exchange

Work History

Product Manager | PDQ | 10/2024 to Current

Systems Engineer | PDQ | 05/2023 to 9/2024

• Managed help centers for five products, enhancing self-help resources and reducing support requests by 5%.
• Developed custom utilities and tools for internal and public use
• Led the redesign and rearchitecture of customer support forms, resulting in improved user experience and streamlined issue resolution
• Developed and implemented a streamlined feedback system to accelerate product iteration cycles and enhance user experience
• Created and maintained a product discovery and education platform

Solutions Engineer | PDQ | 10/2022 to 05/2023

• Assist customers with technical issues and inquiries via the Zendesk ticketing system
• Collaborate with cross-functional internal teams and departments
• Create and maintain product's technical documentation

System Administrator | Western Partitions, Inc, | 06/2022 to 10/2022

• Reconfigure/maintain patching and updating infrastructure
• Maintain device security policies with EDR solution
• Establish device source-of-truth in dynamic industry
• Maintain MDM solution for Windows, macOS, iOS and Android
• Establish documentation practices

System Administrator | Majoris Health Systems | 10/2019 to 05/2022

• Optimized system availability (averaging 99.95% uptime)
• Migrated company to MS365
• Implemented MFA throughout company
• Conducted security awareness training and education for all company employees
• Wrote and maintained training documentation reducing trouble tickets by 25%
• Applied security hardening baselines and policies
• Created and maintained company policies, standards and IT budget
• Maintained and optimized Document Management System and SQL server
• Created end-user guides and educational documentation

System Administrator | Bishop Creek Services | 08/2016 to 10/2019

Contract with Majoris Health Systems ended in October 2019 at which time I was hired as a full-time employee.

• Maintained 2 client infrastructures (Cummins Goodman, PC and Majoris Health Systems)
• Developed and implemented policies in compliance with HIPAA and ISO27001
• Documented and maintained IT procedures of client's IT infrastructure and workflow
• Investigate and resolve end user PC problems and application issues through ticketing system
• Collaborated with the CFO to develop justifications and cost/benefit analysis for IT initiatives
• Restructured existing Active Directory and GPOs
• Automated all applicable repeatable tasks
• Installed patches/upgrades to infrastructure

Assistant Data Chief | United States Marine Corps | 07/2012 to 09/2016

• Administered Windows Environment
• Managed 5 junior administrators
• Designed, implemented and maintained equipment configuration prototypes, including network hardware, software and servers
• Operated and maintained Mobile Modular Command & Control (M2C2) system
• Acted as Information Security Coordinator (coordinated to higher echelon units)

Education

Certificate of Completion | Marine Corps Communications-Electronics School | 2012

• Coursework in network / system administration
• Computer / server hardware and software installation and maintenance
• Coursework in information technology and computer applications

Recognitions

Navy and Marine Corps Achievement Medal | 1 April 2016

Awarded in recognition of duty while maintaining the billet of Assistant Data Network Chief by providing users enhanced capabilities allowing the battalion to operate at maximum efficiency. Provided critical communications support to an amphibious landing exercise in support of Operation Inherent Resolve.

Navy and Marine Corps Achievement Medal | 11 March 2014

Awarded in recognition of technical proficiency while operating in a deployed environment. Supporting up to but not limited to 1,000+ users across two tactical networks. While also operating and maintaining a vehicle based transmission system, Mobile Modular Command Center (M2C2) in support of Operation Enduring Freedom.