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Mark Cramer
PersonalDetails
Name: Mark CRAMER
Address: 12 Glengyle Place, Forest Lake, Qld 4078
Telephone: 0435 119 808
Email: markcramer@yahoo.com
Career Summary:
I have extensive experience working in large, complex IT environments, in positions ranging from second-
and third-level support, to specialist network and systems admin. After two fulfilling years of family duties,
I am looking forward to new employment opportunities and experiences.
Personal Skills Summary:
My character traits and values include integrity, resourcefulness, accuracy, conscientiousness, self-
motivation, and a pleasant manner. I am a creative thinker who enjoys finding, then implementing,
innovative solutions to problems. I like helping people, and seek to treat everyone I encounter with an
amiable and respectful manner.
Professional History
Family Duties
February 2014 - Current
Identity Management Engineer/Application Administrator
Griffith University, Australia
September 2010 – February 2014
Description
This position has responsibility for the ongoing support, design, development, implementation
and maintenance for a number of Enterprise Information Systems supporting the University’s
identity management and data integration services.
General Responsibilities
 Log, investigate and resolve support requests relating to the Meta-Directory, LDAP interfaces and
associated applications and infrastructure according to standard ITIL-based processes.
 Proactively monitor the operation of data transfer processes and communicate to relevant
parties about the impacts of failures and planned outages.
 Analyse, design, build, test and implement interfaces between the central authentication directory
and database, and other production directories/databases (including externally hosted systems) to
meet business and performance requirements.
 Develop and update documentation for use by team members, system operations, help desk staff and
management. This includes system requirements, design, testing and user support documents.

2. Videoconferencing Evaluation Project
Griffith University, Australia
April 2010 – August 2010
Description
The University’s current video conferencing product, Marratech, had become obsolete and a replacement
product was required. The scope of my project was to research the capabilities, cost and impact of
potential replacement products, in consultation with the project’s stakeholders, and present my
recommendation in a proposal document.
General Responsibilities
 Identify current video conferencing products in use at Griffith.
 Liaise with staff managing those products to identify the focus and scope of current systems.
 Evaluate current and emerging products to identify their capabilities and limitations, cost, network
and infrastructure requirements, and staff training requirements.
 Consult with the project’s stakeholders about the impact of potential replacement products.
 Present my recommendation in a proposal document for the Associate Director, CITA.
Active Directory Migration Project Support Team
Griffith University, Australia
September 2009 - April 2010
Description
The Active Directory (AD) Migration Project managed the migration of a 15,000 user, 5,000 workstation
network from Novell/ZenWorks to Active Directory/SCCM. As a member of this project's Support
Team, I provided third level support to University staff and was the principal support contact for Finance
and Business Services.
General Team Member Responsibilities
 Follow the change management procedures developed to migrate the current staff SOE from Novell
Directory Services (NDS) to Active Directory (AD).
 Contribute to the refinement of processes used to migrate staff desktops in coordination with the AD
Desktop Migration Team Leader.
 Maintain a positive two-way communication with a diverse range of managers and staff, including
central information technology departments, local technical support staff and administrative staff in
the faculties and divisions.
 Play a key role in establishing partnerships and networks between the project and its stakeholders
ensuring client-focused outcomes.
Principal Duties
 Audit the NDS printers, and set up and populate the AD Self Serve Printer Install system. This
included setting up the Microsoft Internet Printing Project web page, documenting the printer queue
setup process and training the onsite support staff.
 Cross-check data quality after each stage of the Novell to AD migration, and liaise with the project
staff, consulting company staff, and the server and systems support staff to resolve issues with the
workstation, account and data migration.
 Automate and optimise the migration monitoring processes to ensure rapid response to client
problems in line with the Information Technology Infrastructure Library (ITIL) Service Support and
Delivery processes.
 Identify, resolve and document workstation registration and migration issues related to the project,
and advise first level and onsite support staff on the issue escalation and resolution process.
 Act as principal Finance and Business Services (FBS) support contact for the AD project, liaising
with FBS Managers, staff and application contacts to identify and address issues and concerns with
the workstation and data migration and problems relating to FBS specific applications.

3. Senior Computing Support Officer
Griffith University, Australia
September 2007 - August 2009
Description
My first position as a Senior Computing Support Officer was in the Mt Gravatt-Southbank Onsite
Support Team. The scope of this contract was to provide high-level onsite computing support services in
a Netware server and Windows/Mac desktop standard operating environment. Through this contract I
gained significant experience supporting the Mac platform. Following this, I accepted a position in the
Remote Desktop Support Team, which offered second and third level remote assistance to clients through
the use of remote support tools (Apple Remote Desktop, Novell Zenworks IP Remote software, and
VNC).
Responsibilities
 Provide computing advice and support to the University community as defined by the Division's
support standards, processes and relevant Service Level Agreements.
 Install, configure and troubleshoot a number of operating systems and applications, including
Microsoft Windows, Apple Mac OS, Microsoft Office, Lotus Notes, and web/database technologies,
across multiple hardware platforms and peripherals.
 Install, configure and troubleshoot connectivity between operating systems (eg Windows, MacOS)
and protocols within a Novell NetWare infrastructure.
 Assist with designing and implementing processes for managing compliance with software licensing.
 Follow the Information Technology Infrastructure Library (ITIL) framework, especially Change and
Incident Management.
Previous positions and experience
I have held many positions as a Senior NetWare Specialist, and my roles included the following
responsibilities:
 Identifying and addressing performance, content and synchronisation issues
 Building, installing and commissioning new servers
 Auditing and repairing the NDS
 Capacity planning
 Maintaining and documenting file servers and backup systems
 Documenting standard operating procedures
Education and Professional Development
I hold a Bachelor of Science from Griffith University, Australia.
My lapsed certifications include Novell's Netware 4/4.11/5 CNE, Master CNE and Cisco's CCNA.