Mark Mathers Email & Phone Number

Round Rock, Texas, Us

• Supported two Fortune 50 strategic global customers utilizing complex data center technologies• Interacted and communicated with Senior Executive and CxO level personnel• Provided support, incident ownership, and customer account management on a 24x7 basis, including resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies.)• Coordinated problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems related to assigned products.• Met established performance metrics including time to engage, time to resolve, customer satisfaction, and other metrics.• Made time sensitive, mission critical decisions that impact customer operations.• Managed customer expectations with respect to support agreements and project plans.• Utilized ITIL frameworks to evolve best practices and simplify customer's IT operations.• Acted as a single point of contact for customer escalations.• Developed and delivered post incident reports on all critical support incidents, develop and maintain customer support plans and relationships, use complex analytical skills to recognize trends and improve performance in order to assist account teams ability to recognize revenue goals.• Responsible for Customer Account Management and Services Project Deliverables at higher levels within the organization.• Understood customer’s goals and support needs in order to build out custom support plans that proactively reduce incidents and downtime.• Documented key customer initiatives and needs utilizing SMART goals, tracks and monitors progress through data trending and analysis, and reviews progress with customer.

Round Rock, Texas, Us

• Acted as operational leadership for regional director and senior managers supporting 20+ TAMs• Provided leadership support and direction to team to meet or exceed their assigned goals• Leveraged regional dashboards and scorecards to help team attain their business goals• Helped establish and influence operating policies based on observations and reporting• Functioned as subject matter lead for multiple disciplines• Educated TAMs on processes and tools to help lower operational costs for customers

Round Rock, Texas, Us

Hemlock, Michigan, Us

Designed and implemented virtualization, remote desktop, security and process control alarm management systems during a $2 billion expansion effort. Core member of manufacturing team that provided global infrastructure solutions. Managed ABB Industrial IT System 800xA distributed control system for highly complex chemical manufacturing sites. Key Contributions:- Designed and implemented VMware ESXi 5.0 based solution resulting in highly available manufacturing environment that was not dependent upon plant shutdown time frame- Standardized the control system resulting in 25% reduction of unplanned downtime- Member of Six Sigma project which reduced process control alarms by 50% resulting in best in class metrics- Instituted process improvements for Matrikon Alarm & Event application which decreased query times by 20%- Implemented standardized system monitoring solution which gave historical results of system issues, provided insight into long standing issues, and reduced the frequency of support calls by 30%- Analyzed the process control system environment and created disaster recovery solution- Domain administrator of Windows Server 2003 and Windows Server 2008 Active Directories- Managed firewall rule sets and implemented DMZ between business and process control networks- Developed custom PowerShell scripting and SQL queries to provide functional capabilities that were desired from the Matrikon Alarm & Event application

Midland, Michigan, Us

Lead subject matter expert and architect for virtualization and VDI technologies. Worked with internal and external customers to provide highly available solutions. Performed project management for IT based initiatives. Collaborated with storage and network engineers to develop optimal solutions. Traveled internationally in support of projects contributing to corporate priorities. Key Contributions:- Two time presenter and recipient of corporate excellence award for exemplary project performance- Engineered standardized VMware ESX build that was automated and reduced installation time by 75%, resulted in less errors and was easily used by non-native English speaking personnel- Designed and implemented multiple global solutions consisting of firewalls, Citrix Access Gateway appliances and Citrix XenApp 4.x and 6.0 servers supporting $2 billion manufacturing expansion- Implemented 100+ virtualization deployments consisting of vCenter and ESX / ESXi 1.5 – 4.1- Supported 1000+ virtual machines consisting of e-commerce, database servers, and core infrastructure- Developed and trained global support base on use of virtualization environment- Devised disaster recovery / business continuation solutions utilizing Quest vRanger and vReplicator- Implemented vSphere solution resulting in an average 70% cost avoidance- Experienced with complex software license management and producing optimal ROI- Engineered and implemented Microsoft SCCM 2007 environment supporting 10,000+ clients- Managed projects that were a duration of less than six months and consisted of multiple team members

Midland, Michigan, Us

Supported and maintained UNIX server and Oracle database containing Dow Corning Chapter 11 bankruptcy claims. Performed data analysis in order to support legal counsel, internal and external entities in the $3 billion case. Created SQR programs to process, analyze, and report on the data.Key Contributions:- Performed thorough analysis for the plan of reorganization and assisted in scenario evaluation- Facilitated data exchange with the Settlement Facility to assist in disbursement of funds - Participant of database competency team that developed corporate standards for Oracle databases- Tuned databases resulting in reduction of query times by 50%

Midland, Michigan, Us

• Supported high performance computing environment consisting of 50+ global UNIX systems• Environment consisted of AIX, SGI and Solaris systems within the R&D function