Mark Mercer
IT PROFESSIONAL
Strategic IT leader with 22 years of experience, including 7+ years in Managed Service Provider (MSP) environments. Skilled at driving operational excellence, optimizing IT systems, and mentoring teams to deliver high-value outcomes across manufacturing, government, healthcare, and education sectors. Recognized for consistent top-tier performance, customer satisfaction, and building resilient, innovative team cultures.
EXPERIENCE
2017-Present
Tech Lead / Escalation II
Data Path Inc
Lead and mentor a team of 5 technicians (3 remote, 2 field) in a high-availability MSP serving diverse industries.
Provide Tier II escalation support, consistently ranking in the top global performers for SLA compliance and customer satisfaction.
Recognized for ability to handle high-profile customers requiring specialized service and problem resolution.
2003-2017
Self Employed
Indpenedent Consultant
Delivered break/fix and project-based IT support for medium-to-large enterprises via platforms including WorkMarket, OnForce, and Field Nation.
Maintained a 99.9% CSAT rating across all engagements, demonstrating reliability and quality of service.
Migrated multiple organizations from on-prem Exchange to Exchange Online, ensuring seamless adoption and minimal downtime.
Designed and implemented e-waste reuse/recycling initiatives as an approved California E-Waste Collector.
CERIFICATIONS AND SKILLS
Core Competencies
IT Infrastructure & Cloud Management (Windows Server, Active Directory, Azure, Exchange Online)
MSP Operations & Escalation Support
IT Documentation & Standardization (IT Glue)
Ticketing & SLA Management (ConnectWise Manage, Automate, Auvik)
Cross-Platform Expertise (Windows, Linux, macOS)
Team Leadership & Remote Workforce Management
Customer Relationship Management & CSAT Excellence
Certifications
CompTIA A+ | CompTIA Network+ | Microsoft Certified Professional | Dell DCSE | WatchGuard Fireware Essentials | Barracuda Email Security Gateway Engineer | Avast Infrascale Backup & Recovery | AVG Technical Professional | Veeam VMTSP