Mark Kidd Email & Phone Number

Wilmington, Oh, Us

• IT Infrastructure Program Manager successfully leading projects and a team of Project managers in the following areas: Data Center Infrastructure, Data Center Networking, Telecommunications and Collaboration, Disaster Recovery, Business Continuity, IT Security, Oracle Database and Commercial Off the Shelf software implementations.• Responsible for overseeing IT Infrastructure Program Roadmap (both active and proposed projects), program strategy, project priority and resource planning. Serves as first point of escalation for any risks or issues within the Project Management team.• Regularly provide executive level updates, written and verbal, on high visibility and business critical projects.

Wilmington, Oh, Us

• IT Project manager leading successful project teams from requirements gathering through project completion spanning IT Infrastructure and Software Development. Most notable areas of experience are: Green-field Data Center design and implementation, Data Center Infrastructure, Data Center Networking (including Cisco ACI), Disaster Recovery, Third Party Vendor Engagements, Web Development, .Net Application Development, Oracle Database Upgrades, Legacy Freight Management System.• Managed diverse project teams including local, on-shore remote, off-shore and third party vendor resources.• To ensure effective communication and project visibility, led daily stand up calls with project teams and published weekly status updates to the project stakeholders.• Manage solution and vendor selection activities including SOW scoping, contract negotiation, legal review, SOW execution and project close out.

Wilmington, Oh, Us

• Provided technical support to both internal employees and external customers. Rapidly troubleshoot, diagnose and escalate issues as needed. Functioned as a team lead training new employees and offering technical assistance to other help desk analysts as needed. Became a subject matter expert and functional level 2 support on several enterprise applications.• Served as point person on high visibility issues and was responsible for creating and sending company wide outage notifications.• Responsible for capturing, tracking and reporting help desk team performance metrics. Also created and distributed monthly reporting from the IT ticketing system.

Global, Us

• Handled all aspects of Incident management operations. Created detailed daily/weekly/monthly reports for the IM team and client management.• Responsible for KPI and SLA reporting and driving resolution to meet the client metrics. Held daily ”Plan of Day” calls with service teams and drove resolution of high priority and high impact service tickets. Prioritization and escalation of these tasks lead directly to improved metrics and avoided contract penalties.• Facilitated Daily Plan of the Day Calls (POD Calls) with resolver groups to ensure proper ticket management. Ran daily audits of tickets to ensure proper ticket management was being implemented by the resolvers, and coached correct procedure when necessary.• Lead Service Restoration Team (SRT) calls when critical outages would occur. Responsible for diagnosing the reported issue, contacting and engaging the correct support resources and driving expedited resolution to ensure we would meet contractual outage SLA’s. Required clear and concise communication skills during high stress situations with a broad audience on conference calls.

Global, Us

• Performed 3rd level troubleshooting and service request support. Was solely tasked with picking up equipment designated for surplus. Responsible for accurate asset management reporting and disposal. Performed diagnostic troubleshooting to fix client raised issues, both hardware and software.

Global, Us

• Integral member of the refresh team with many job functions. Performed the following duties in the refresh lifecycle: PC imaging, Active Directory management, data migration, email configuration – Outlook and Lotus Notes, installation and configuration of non SOE applications, installation and configuration of peripherals and non-standard hardware.• Solely responsible for data backup and retention of the old PC’s. Led CSC’s PC Resale pilot program. Ensured all aspects of data security were met by wiping all hard drives with DOD approved software. Performed the following to 5000+ PC’s: Backed-up data, wiped, diagnostics, refurbished, reloaded OEM Operating System, packaged and sold to customers. Frequently replaced defectivehard drives, RAM, motherboards, laptop LCD’s, laptop keyboards/palmrests.