Mack Doherty's

Work Experience

Grubhub – Senior Information Technology Analyst

Remote (Austin-based) · Mar 2022 – Mar 2025

• Led enterprise–wide knowledge management transformation, managing a team of 10 to design and deploy Grubhub’s first centralized IT systems wiki (ReferenceHub).
• Consolidated system documentation across SaaS applications, homegrown tools, and infrastructure from across the entire organization. Reduced escalations by nearly 30% and cut resolution times from days to minutes.
• Led a 3–month knowledge management project with a 7–person team to create the 'ClaimHub' in Confluence, documenting and detailing system permissions for GFR, Grubhub's Merchant Platform, and their SOX/SoD audit scope to streamline access requests and ensure compliance.
• Designed and implemented Grubhub’s first EOL laptop replacement framework, executing a full fleet refresh of aging devices in under three months. Deployed over a million dollars in vendor–stocked hardware, aligning IT asset lifecycle management with financial devaluation timelines.
• Collaborated cross-functionally with procurement, endpoint engineering, and Oomnitza professional services to enhance workflow efficiency. Improved hardware lifecycle tracking by refining status designations, integrating vendor updates, and deploying new workflows.
• Led IT infrastructure decommissioning for Austin and Dallas offices post–pandemic, overseeing strategic asset relocation and hardware disposition across multiple locations.
• Led daily stand–ups, mentored junior IT staff to expand technical knowledge, improve communication skills and foster a culture of open communication and continuous learning. Strengthened collaboration between Helpdesk, IAM, Cybersecurity and Engineering teams.
• Served as the primary escalation point for complex technical issues within the service desk, providing expert-level customer support, helping drive performance metrics to a teamwide 99% CSAT. Conducted technical screenings for all service desk candidates, ensuring high technical standards in hiring.
• Managed the IT service desk, overseeing a team of 10 technicians, ensuring consistent support across all Grubhub offices and remote locations.

Grubhub – Service Desk Technician II

Mountain West Region (Austin-based) · Apr 2017 – Mar 2022

• Scaled IT operations across 7 major offices (Austin, Houston, Dallas, San Antonio, Minneapolis, Denver, San Francisco), was the face of IT leadership for region and ensured operational continuity.
• Engineered Grubhub’s first on-site automated imaging solution, reducing hardware provisioning time from 2 hours to 20 minutes, allowing mass deployments with minimal intervention.
• Standardized IT infrastructure after RDS acquisitions, taking on a supervisory role while integrating disparate IT systems, hardware, and access management policies across newly acquired offices (LABite, DiningIn, Eat24).
• Implemented LogMeIn Rescue for remote support, reducing troubleshooting time by 60%.
• Led IT infrastructure deployments for multiple office builds and relocations, independently managing IT rollouts for 7 office expansions while minimizing downtime.
• Developed an interactive flowchart in Lucid Chart to streamline SOX-compliant system permission requests and compliance audits, consolidating previously undocumented permissions, approval workflows, and audit requirements into a single-source reference with integrated documentation links and escalation paths.

McGinnis Lochridge & Kilgore – System Administrator

Austin, TX · May 2016 – Jul 2017

• Engineered and deployed a scalable imaging solution, replacing manual installations with an automated WDS/MDT server supporting PXE booting, cutting provisioning time by nearly 80%.
• Managed VMware vSphere, and Active Directory, SharePoint and Exchange 2013 delivering 99.999% uptime for critical infrastructure systems.
• Led a firm–wide workstation and OS refresh for 150 users with minimal downtime to ensure continued billable hour generation for partners. Handled hardware offboarding for all upgraded assets, allowing finance to recover value from the deprecated assets.
• Developed comprehensive training material to provide guidance for all new software and hardware used by Lawyers and paraprofessionals in the firm.

SailPoint Technologies – Desktop Support Specialist

Austin, TX · Aug 2015 – May 2016

• Delivered full–spectrum IT support, including hardware/software, telephony, and mobile device management, to 500+ employees across US, APAC, and EMEA regions.
• Oversaw critical systems administration tasks, including Active Directory management, VMware vSphere administration, and Windows Server upgrades.
• Implemented key process improvements, transitioning the service desk from KACE to ServiceNow and adopting LogMeIn Rescue to support and scalability.

Geek Squad – Covert Agent

Remote (Austin-based) · Sep 2012 – Aug 2015

• Executed the timely resolution of 4,500+ cases of technical issues for Windows and Mac OS clients, maintaining a five-star satisfaction rating.
• Led new hire training and technical education sessions, increasing team expertise and consistency in issue resolution.
• Selected to participate in numerous roundtables with senior leadership to implement changes to existing policy and restructure communication throughout the remote workforce.

Geek Squad – Counter Intelligence Agent

Palm Beach Gardens, FL · Dec 2009 – Sep 2012

• Provided expert technical support, diagnosing and troubleshooting hardware, software, and malware issues for clients.
• Mentored new Agents and trained sales teams, showing a strong ability to collaborate and ensuring seamless integration within the team.
• Consistently recognized for technical expertise, exceptional customer service, creativity and commitment to the goal of “world domination”.