Mark Baldwin

Objective:
 I am currently a senior helpdesk analyst with more than 20 years’ experience in Information
Technology.
 I have a proven record of outstanding customer service skills coupled with an extensive
knowledge of networking and computer support.

Skills:
 Active Directory
 Customer Service
 Customer Service Oriented
 excel
 help desk
 networking
 Retail Sales
 Disaster Recovery
 Encryption
 PKI
 RSA
 CompTIA
 Microsoft Dynamics
 Liaison
 SUB-Assemblies
 Silk Screen
 Screen Printing
 Debug
 Surface Mount Technology
 Printed Circuit
 Circuit Boards
 Printed Circuit Boards
 SMT
 Subject Matter Expert
 Documentation
 Dynamics
 MOS
 Helpdesk
 Computer Support
 NASA
 Circuit Board

Education:
 4/2004 - 12/2005
 Virginia College
 Associate Degree
 Virginia College 4/04-12/05
 Occupational Associates
 Major: Network Engineering G.P.A. 3.03
 1/2001 - 12/2003
 University of Alabama in Huntsville
 Bachelor's Degree
 University of Alabama in Huntsville
 1/01-12/03
 Bachelor of Science in Business Administration
 Major: Management Information Systems: G.P.A. 3.258
 Mark Baldwin

 1/1999 - 12/2000
 Calhoun Community College
 Associate Degree
 Calhoun Community College 1/99-12/00
 Associate of Science in Business Major: Business: G.P.A. 3.49

Certification:
 CompTIA A+ (6/04)
 CompTIA Network+ (9/04)
 Microsoft's MOS Excel & Word

Work Experience
12/2011 - Present
NASA/General Dynamics/I.T.C
Senior Help Desk Analyst
Job Duties:
 Identify, research, and resolve technical problems for all NASA Centers reporting issues using
online problem management system.
 Proficient in Active Directory, RSA Token, and McAfee Endpoint Encryption administration with
extensive knowledge of PKI and PGP support.
 Provide disaster recovery and roll over support to primary NSSC center.
 Consistently performed in upper percentile of helpdesk achieving employee of the month and
several NSSC recognition awards.

10/2005 - 12/2011
NASA/Lockheed Martin/EMCO Technologies
Senior Help Desk Analyst
Job Duties:
 Identify, research, and resolve technical problems for all NASA Centers reporting issues using
online problem management system.
 Proficient in Active Directory, RSA Token, and McAfee Endpoint Encryption administration with
extensive knowledge of PKI and PGP support.
 Performed for more than three years as Johnson Space Center and White Sands Test Facility
Subject Matter Expert receiving multiple employee recognition certificates.
 Created and presented training sessions from both centers.
 Provided daily guidance to others and acted as liaison between centers and helpdesk
management during crisis.
 Created, edited, and maintained site documentation to be used by all employees.

2/2004 - 10/2005
Adtran Inc
SMT Operator
Job Duties:
 Setup and debug issues with programs downloaded from network.
 Operated screen printing & SMT Placement, Reflow, Glue & Wave Machines with minimal
supervision. Assemble Printed Circuit Boards and/or Sub-Assemblies to company standards.
Assisted others in maintaining high quality standards. Set up and operated equipment used in
the manufacturing of product. Exhibited the ability to conform to strict attendance policies.