Mark Davis Email & Phone Number

Greater Boston Area

USIS Product Management / GIS End User Experience | John Hancock InvestmentsApplied service management practices, provided training, identified new ways of enhancing technical skill sets, and collaborated with internal providers to enhance offerings reflecting feedback from the user community.• improved the end user experience of 40,000 users in multiple countries by creating a how-to internal website with informative videos and documentation on software like MS Office.• aligned IT end user services to business outcomes such as Azure / O365. • Produced communication tools to support end user community efficiencies. Enabled smoother system migrations and system incident/outage/upgrade notifications. Informed users of global marketing campaigns by implementing the SnapComms internal communication tool on user desktops.• Accelerated enterprise issue resolution and gleaned insights on the user community by implementing the analytical and proactive support software, Aternity, on all company devices. Integrated Aternity into ServiceNow for alerts and escalation.• Strengthened IT support for end users by building a walk-in service store rated as the highest employee value service on a company survey and expanding the concept to eight locations globally in three years. • Led team to identify and resolve issues prior to impacting the end user and business as part of proactive support.• Managed departments ServiceNow responsibilities for change and Incident management.

Technology Manager / Business Relationship Management | John Hancock Funds (JHF) | 2005 – 2011 Partnered with the infrastructure group for all related projects impacting the JHF IT department and business. Planned business continuity and disaster recovery processes. Strategized on future infrastructure applications and consolidations while bringing the department up to a current support level on John Hancock/Manulife technologies.• Expense reduction and a 50% decline in incidents realized by creating and enacting a migration plan to transition the data center from physical servers to VM machines including setting a singular domain with actionable DR and BCP, decreasing server size, consolidating applications, conducting patch testing, and approving changes.• Managed IT Business Relationship with Infrastructure and application teams to make sure business outcomes were met. Identified and mitigated risk and escalated any issues that could possibly impact the business. In charge of incident, change and problem management. Met with stakeholders to make sure IT and business road maps had alignment.• 100% recovery with no loss of data experienced during a full system outage by implementing a roadmap of processes and application intakes with the vendor and internally to ensure compliance with best practice standards as well as DR and BCP testing and validation, a year prior to the outage.