Mark Prater Email & Phone Number

Apex, Nc, Us

Durham, Nc, Us

Facilitate Change Advisory Board meetings and provide for the scheduling of change requests.Provide appropriate and timely communications about changes so stakeholders are aware and ready to adopt and support the changes.Uphold Change and Release policies and procedures in accordance with ITIL processes.Maintain open communication and good working relationships with departments that participate in Change and Release Management by helping define ways to increase internal and external client satisfaction.Monitor, review and approve changes, scheduling to ensure minimal impact to the business.Manage change to minimize the severity of any impact or disruption.Provide governance for all Emergency and Normal changes.Participate in the review of and provide the approval of Standard changes.Maintain the production environments by ensuring the integrity of release packages and that correct components are released.Define and create release deployment plans with developers and administrators.Verify that release packages can be tracked, installed, verified, have contingency plans in place and can be backed out if necessary.Coordinate release activities so that scheduled releases are implemented without negative impact.Ensure that stakeholder change is managed during the release and deployment activities.Provide release and deployment statistics and reporting.

Walnut Creek, Ca, Us

Partnered with Release Management to analyze, coordinate and schedule changes to ensure successful implementation and prevent adverse impact to the production environment. Collaborated with Configuration Management and change owners on configuration item creation and updates in support of the CMDB.Provided quality control over RFC submission, supporting documentation, approval requirements, post implementation reviews and RFC closure.Facilitated CAB, ECAB and Technical Review Board meetings. Acted as advocate and subject matter expert on Change Management process to management and stakeholders. Participated in external and internal audits as necessary. Ensure organizational compliance to Change Management standards and policies.Produced metrics reports detailing Change Management performance for IT and Business management.Participated in the interview/hiring and training of new members of the Change Management team. Provided input to management regarding staff skill levels for Change Management. Contributed to the successful integration of the new Service Now change tool by involvement with requirements gathering, design review and UAT testing.Acted as training point of contact for the new Service Now change tool. Determined training requirements, developed training plan, created course materials and user guide. Provided Service Now change tool and RFC process training for over 300 users in Phoenix and San Francisco.

Bonn, De

Achieved department and company goals working with a diverse global group of change requestors, implementers, project managers and executives from Europe, Asia and the United States coming from a variety of backgrounds, varying levels of English proficiency and differing levels of change management knowledge. Anticipated and identified tasks required to support stable change processing by performing change impact analysis, verbally communicating complex issues, verifying that tasks were completed, validating production readiness and communicating implementation status. Evaluated the impacts and risks of changes from multiple perspectives, facilitated communication across operational groups, and ensured compliance with the defined process and tracked results of the implementation.Analyzed and coordinated changes to the production environment to ensure these did not negatively impact the company's ability to meet published customer service level agreements.Facilitated Change Review Board and Technical Review Board meetings.Created and provided data to ensure integrity and documentation of configuration item history.Taught change management training class to educate new change management analysts and groups of change requestors on change management process and RFC lifecycle. Compiled information and prepared reporting.

New York, Ny, Us

Aligned with other American Express global change teams in Canada, Australia, England and the United States on matters of process, policy and job responsibilities. Reviewed change records for change management policy compliance prior to install.Partnered with business and development groups on new projects to define change management requirements.Taught change management training class to educate new change management analysts and groups of change requestors in Phoenix, Minneapolis and Toronto. Audited high risk change records after install to ensure change process adherence.Covered Change Manager duties as needed, acted as escalation point when issues arose.Communicated and educated user community on new or updated policies and procedures.Created compliance and change notification reporting for management and associated technology groups.

New York, Ny, Us

Taught change management class to new users in Phoenix, Minneapolis and Toronto.Reviewed change records for change management policy compliance prior to install.Participated in new projects defining change management requirements.Addressed all application change management issues for several critical applications. Handled day to day change management functions by ensuring change process was followed.

New York, Ny, Us

Decided proper severity levels for incident records.Escalated compliance issues when appropriate.Determined incident ownership.Enforced incident management guidelines.Drove incident resolution.

New York, Ny, Us

Provided first level service desk support and resolution for all network and communication hardware and software incidents.Acted independently upon unresolved incidents by escalating to appropriate areas.Facilitated communication between customer and technical areas resolving the incident.Provided timely and accurate documentation regarding the nature of the incident, its resulting impact and its corresponding resolution.