Mark Switzer

IT Professional | Passionate About Home Lab Projects & Learning by Doing

Career Profile

I am a highly motivated problem solver with a passion for network security. Throughout my career, I have consitently demonstrated my ability to assist customers, streamline processes, and communicate efficiently. I have also succesfully managed quality control measures and ensured compliance with government regulations.

IT Skills

IT Specialist
  • Windows Server (AD/IIS): onboard and configure new staff accounts
  • AWS (DNS): configure and maintain retailer websites
  • Linux (Nginx/Samba): migrated a number of retailer websites to new server
  • Networking (VLANs, DHCP, routing): maintain and re-configure on-premises end-user devices and network equipment
  • Security (OPNsense/PFsense): configure and troubleshoot on-premises firewall
  • Virtualisation (Proxmox): investigate potential new tech at work / manage home projects on home-server
  • Scripting and automation (python/bash/powershell/task scheduler): eliminated redundant tasks
  • VoIP (FreePBX): configured SIP trunks, user extensions, call routing, and voicemail/IVR features.

IT Work History

IT Support Technician

Zwift International Inc - November 2023 to Present

Provide technical support across Windows and Linux environments, manage user accounts and access in Active Directory, and maintain core network and server infrastructure for a small IT services business.

Key Responsibilities

  • Investigate incoming client and customer support requests, complaints, and feedback
  • Replicate and report software bugs and client feature requests using Asana ticketing system.
  • Liaise with third-party vendors to maintain stock levels and manage client website availability
  • Liaise with internal development, web design, and management team to ensure smooth 'Go Live' process for clients
  • Recruit, hire, and train new technicians.
  • Manage Windows Server, Active Directory, DNS/DHCP, and Group Policy changes
  • Support users across desktops, laptops, mobile devices, and cloud services
  • Maintained Linux-based web servers including Nginx configuration and updates
  • Troubleshot network issues involving switches, VLANs, Wi-Fi, and routing
  • Set up virtual machines and storage using Proxmox and Samba
  • Created and updated internal documentation and support procedures
  • Communicated technical issues clearly to non-technical clients from a range of cultural/linguistic backgrounds

Achievements

  • Reduced incoming calls due to laggy devices by automating restarts via Task Scheduler.
  • Streamlined Tech-Support assistance notifications via tiered support channel configuration in MS Teams.
  • Improved client success through careful training and follow-up.
  • Improved client success by transitioning retailer domain after MenuLog shutdown.

Tools & Technologies: Windows Server, AD, DNS, DHCP, Group Policy, Linux, Nginx, Proxmox, VMware/VirtualBox, Python/Bash scripting, OPNsense, MS 365 Admin, ticketing systems.

Volunteer History

Participated in community IT literacy programs. Assisted in setting up basic networks and helping seniors use digital tools.

  • Trained non-technical staff on basic IT procedures
  • Documented resolutions for internal knowledge base
  • Communicated technical issues in plain language

    • Home Tech Lab Activities

  • Built and maintain proxmox hypervisor for hosting Linux-based Nginx web server and experimenting with RustDesk Integration
  • Designed Website for monitoring common food item price changes, using Pything and SQLite
  • Created and deployed basic HTML/CSS sites, maintained and hosted on GitHub
  • Developing Content Scraping App for my own 'noise-free' news aggregator using Python (backend) and Vue (frontend)

    • Academic Qualifications

    Course
    Institute
    Year Completed
    Graduate Certificate in Data Analytics
    Deakin University
    January 2027 (anticipated)
    CCNA
    Cisco Systems
    July 2026 (anticipated)
    Graduate Certificate in IT
    Deakin University
    June 2025
    CompTIA Security/Network/A+ Stack
    CompTIA
    March 2024
    Certificate of Network Security
    CyberCX
    May 2023
    Advanced Diploma of Leadership/Management
    St Peter Insitute
    August 2017
    Masters of TESOL (Education)
    University Melbourne
    March 2024
    Bachelor of Arts
    University of British Columbia
    May 2004

    Extended Employment History

    Head of Assessment/Teaching – E2 Language

    March 2021 - January 2023

    Managed continuous improvement of teaching and assessment programs.

    Responsibilities

    • Hired, trained, audited teachers and assessors.
    • Liaised with customer service team and IT team, utilising Trello and Atlassian management software to manage customer issues.
    • Reviewed and updated online platform content and documented changes.
    • Designed and deployed new learning content for paywalled material as well as social media.

    Achievements

    • Streamlined training manuals and student feedback systems, reducing wait times for student feedback.
    • Quickly investigated customer complaints and platform bugs, ensuring product quality.
    • Ensured continuous improvement and quality control of online platform material.

    English Teacher – ILSC Melbourne

    August 2019 - November 2023

    Taught students requisite communication skills to succeed in English exams.

    Responsibilities

    • Explained complex concepts in manageable language for second language English speakers.
    • Provided continuous feedback and practise for students.
    • Assessed performance and document progress for students.

    Achievements

    • Regularly helped students achieve desired exam scores, enabling them to attend university.
    • Ensured customer satisfaction, receiving average of 4.96/5 in student feedback surveys over final year.

    Academic Manager – Primus English

    August 2016 - August 2019

    As the Academic Manager, I was responsible for the recruitment and training of teachers, the management of student issues and academic performance, as well as ensuring that all student and teacher records were in proper order according the ESOS Act for compliance purposes. Primus English received excellent feedback from ASQA in terms of its record-keeping and curriculum design.

    Responsibilities

    • Hired, trained, developed teachers.
    • Consistently reviewed school curriculums, policies, and documented changes.
    • Liaised with management team to build out business relationships and collaboration opportunities.

    Achievements

    • Represented school as a presenter on teaching critical thinking at English Australia conference in 2016.

    Hobbies & Interests

  • Classic rock and blues guitar
  • reading (science, Russian/German history and literature)
  • Foreign Languages: Strong: German, Catalan (active speaker/reader)- Currently learning: Russian (A2 + actively reading learner-targeted content) and Ukranian (A1) - Familiar: French, Spanish, Korean
  • Lindy-hop: former competitor, teacher, event organiser/manager