Mark Evenson Email & Phone Number

Managing the Service Desk providing Level 1 Support as well as a team of IT professionals performing Level 2 Support. Help lead efforts to triage and resolve Major Incidents.

Responsible for IT Policy and Training, Metrics and Reporting as well as leading Global ITSM based procedures for IT Change, Incident, Problem and Asset Management.

Chicago, Illinois, Us

As Global Change Manager, run weekly Change Advisory Board (CAB) to review all global impact changes and oversee change process for IT. As Service Delivery Manager, lead recovery efforts for major incidents company-wide; institute permanent corrective actions through problem management.Service Delivery Manager:• Maximized system availability by leading effective problem management to prevent recurring issues.• Saved millions of dollars through avoidance of service disruptions, consistently reducing major incidents > 50% year-over-year.• Led "Get Well Plan" addressing two major categories of self-inflicted IT incidents resulting in their complete elimination.• Improved operating efficiencies and reporting, integrating ITIL processes for incident, problem, change and configuration management under ServiceNow, aligning organization on a single system.• Increased customer satisfaction, reduced costs, and streamlined operations by implementing new customer-focused process for collaboration with key IT customers to solicit client improvement ideas.Global Change Manager:• Reduced change issues >80%, implementing change processes and KPI's. Instilled discipline in change process and maximized system availability related to changes.• Led Global Change Advisory Board to collaboratively review global changes across all teams, ensuring processes were followed and communications were made to all stakeholders.• Responsible for all change management processes and administering training to the organization.

Chicago, Illinois, Us

Led multiple IT projects primarily for supply chain and finance organizations as well as participate in Service Delivery under operations.• Led IT efforts to virtualize servers supporting critical supply chain applications saving millions of dollars in annual maintenance costs along with vastly improved disaster recovery capabilities.• Co-led IT efforts to enable the outsourcing of the Accounts Payable operations with a virtual Citrix environment saving millions of dollars for the finance organization.• Selected to support M&A activities when Google acquired Motorola, furthering reducing costs through sharing of common third party services.• Led IT efforts related to financial applications for the divestiture of the Home Products sector as part of the sale to. • Participated in operational support involving problem, change and incident management within the Service Delivery organization.

Provided business analysis and application support within Global Shared Services organization, focusing on general ledger, accounts payable, and accounts receivable. • Led major portions of the years-long project to split Motorola Inc. into Motorola Solutions and Motorola Mobility, involving the standing up of duplicate instances of critical applications and separation of proprietary data.• As part of release management, led IT efforts to implement automation of software releases using Kintana which resulted in significantly improved efficiency, IT governance and audit controls.

Supervised team of developers within Global Financial Shared Services organization.• Chosen to support numerous efficiency improvement and cost savings projects including image archival, outsourcing of functional and IT services and capacity management of storage.• Saved >$3 million dollars by championing data analysis effort to identify vendor over-payments within accounts payable organization.• Saved significant dollars in annual expenses, supporting the expansion of the Global Financial Shared Services organization through consolidations into our shared financial systems from other countries.

• Designed, developed and implemented software systems supporting the Global Financial Shared Services Organization

• Developed and supported software for Manufacturing Accounting for the Cellular Infrastructure Organization within Motorola• Led a major Y2K project for our ERP and related applications to ensure we were ready for the year 2000

• Developed and supported software for our Global Manufacturing operations• Designed and developed an internal IT request tracking application for use by our development teem that remained in use for over a decade

Bachelor Of Science - Bs, Business Administration And Management, General

Master Of Science - Ms, Computer Science