MARK VINCENT MEDRANO

Desktop & Helpdesk Support

• Provided high-level desktop and helpdesk support to Leviton Global users, troubleshooting hardware and software errors to minimize operational disruptions and maintain business continuity.
• Resolved complex IT issues across Level 1–3 support via email, phone, and remote desktop tools, achieving a 100% user satisfaction rate.
• Supported 24/7 on-call responsibilities, delivering immediate incident response for critical systems to ensure minimal downtime.

Endpoint & Device Management

• Managed end-to-end deployment of new workstation hardware and software, ensuring 100% compliance with corporate standards and security policies.
• Administered Microsoft Intune for mobile device and endpoint management, enforcing security baselines, deploying applications, and maintaining compliance across all managed devices.
• Managed Windows Server Update Services (WSUS) to oversee patch deployment across the enterprise, ensuring systems remained current and vulnerabilities were remediated in a timely manner.

Engineering Systems Administration

• Served as SolidWorks PDM administrator, managing vault configuration, user permissions, workflows, and data integrity to support engineering team productivity and design version control.

Infrastructure Upgrades & Troubleshooting

• Planned and executed infrastructure upgrade projects, including server hardware refreshes, network equipment replacements, and data center improvements, ensuring minimal disruption to business operations.
• Troubleshot and resolved complex infrastructure issues spanning network connectivity, server performance, storage, and virtualization environments, reducing mean time to resolution (MTTR).
• Collaborated with cross-functional teams to assess aging infrastructure, develop upgrade roadmaps, and implement solutions aligned with organizational growth and security requirements.
• Performed root cause analysis (RCA) on recurring infrastructure failures, implementing permanent fixes and preventative measures to improve system stability and reliability.
• Coordinated hardware and software upgrades across on-premises and hybrid environments, maintaining detailed documentation of configurations and change management records.

Current Projects & Innovation

• Actively participating in the company-wide IT AI Challenge, collaborating with cross-functional teams to design and develop AI-powered agents aimed at automating workflows, improving operational efficiency, and advancing the organization's AI adoption strategy.

Desktop & Helpdesk Support

• Provided comprehensive end-user support for current operating systems, applications, and hardware, ensuring a seamless and productive user experience across the organization.
• Troubleshot and resolved IT service issues related to software, operating systems, basic network connectivity, and system configurations on client computers and servers.
• Delivered hands-on support across Microsoft Windows 10/11, macOS, Microsoft 365 Applications, and the full Microsoft Office Suite, addressing a wide range of user needs efficiently.

Endpoint & Device Management

• Set up, managed, and maintained new and existing desktop environments, ensuring optimal performance and compliance with organizational standards.
• Configured, managed, and maintained local and networked printers, minimizing print-related disruptions and ensuring reliable availability for end users.
• Assisted in managing and maintaining end-user accounts and security permissions, supporting access control and identity management best practices.

Systems Administration

• Performed administrative duties including performance monitoring, registry modifications, and system configuration changes to maintain stability and optimize endpoint performance.
• Conducted proactive system health checks and applied registry changes as needed to resolve issues and prevent recurring incidents.

Non-IT role included for employment history continuity.

Non-IT role included for employment history continuity.