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<pre>Array ( [var] => cut_url ) </pre> Resume for Mark T. for Project Manager / Computer & IT Services in Rochester, New York. Search More Resumes for Project Manager on #5KEWWOQ2D

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Resume for Mark T. for Project Manager / Computer & IT Services in Rochester, New York

Occupation: Project Manager Industry: Computer & IT Services
Country: United States City: Rochester
State: New York ZIP: 14612

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Mark R. T. .
MS, SixSigma Black Belt, ITIL Foundations Certified
Arborway Lane, Rochester, New York ,
IT Service Delivery Incident and Change Management
Project Management Team Leadership
Service Transition Management Business Process Workflow Analysis
ITIL IT Service Delivery Consultant …………………………………………….....Feb.
Hewlett Packard, Enterprise Services, Rochester, New York
Act as single point of contact for the ITIL escalation process at a major Enterprise managed
account. Working with the team members, primarily the Technical Escalation Manager,
determined action plans to recover from the case and documented possible alternatives.
Coordinate activities between support groups to ensure adherence to Service Level
Requirements SLR occurring within a large Service Transition activity. There will be likely short
tenure due to financial constraints.
IT Service Delivery Manager, Managed Operations ………………………….…Feb.
Oracle, Rochester, New York
Manage the ITIL defined service level management SLM in support of infrastructure, web
devices, network, and applications using a multilayered support model consisting of device
monitoring with the NOC serving as the support center, Service Desk as the single point of
contact for users, and full application support using integrated ticketing systems. Oversee the
support of Oracle DBA’s, SQL Server, Basis, CRM, Citrix, Lotus Notes , users, Desktop
Support, and ERP business support applications, as well as storage, network, and backup
support. As the key customer advocate, primary responsibility is incident coordination and
business processes development through direct contact with high performing support teams to
manage the operation within defined SLA and KPI targets.
• Key advocate for problem management in the realm of continuous service improvement
in the analysis of incidents. Directly responsible for monthly improvements in Sev and
Sev incident reductions by using problem management as an improvement tool.
• Accelerated the business processes by successfully crossreferencing infrastructure
hardware and inventory control processes in conjunction with the customer’s
Configuration Management
Database CMDB.
Manager, Customer Technical Support …………………………..……….……. Aug Feb
Harris RF Communications, Rochester, New York
Lead a team of engineers and technicians in the operation of the primary service and technical
support facility for softwaredefined electronic products including call center and direct support.
Responsible for cost containment, adherence to quality standards, customer technical support
via helpdesk, lowering unit cost, process improvements, adherence to fiscal responsibilities, and
management of direct report personnel.
• Designed and developed the service and support strategies for software defined
electronic equipment including personnel, training, and inventory resulting in a service
facility that resulted in a % decrease in unit cost over legacy processes.
Lead Software QA Engineer………………………………………….…………….Oct Aug
Harris RF Communications, Rochester, New York
Developed and managed a state of the art software test facility including development of test
plans, personnel management, process enhancement, adherence to CMM level III standards.
Utilized automated test tools and test scripts in the unit, integration, regression, load and system
testing of GUI and Web based applications. Utilized Rational Tool Suite, Agile, and PVCS,
resulting in short cycle times within the software development life cycle. Applications were done
in C++, .Net, XML, Java, Perl, and UNIX.
• Led the software test group and made them part of the development team from
requirements gathering to final regression testing. This strategy decreased the time to
market significantly allowing the test engineers to interact with all phases of the
development cycle from requirements through regression testing thereby decreasing the
possibility of incremental builds.
• Achieved cost savings of $K+ in labor hours annually by creating a serverbased
system that rapidly retrieved the most frequently used configurations which decreased set
up time significantly.
MS, Strategic Leadership BS, Organizational Management
Roberts Wesleyan College, Roberts Wesleyan College,
Rochester, New York Rochester, New York
Project Management Essentials Department of Defense Secret
Situational Leadership ITIL Foundations Certification
APICS Master Scheduling and Planning Microsoft Office, Visio, Minitab, JMP
HIPAA trained for healthcare environments Pursuing Intermediate ITIL

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