Mark Secrist Email & Phone Number

Phoenix, Arizona, United States

• Manage team of managers onshore/ nearshore / offshore Desktop Support Technicians that provide IT support• Managing team to deliver stated results and develop the strategies to inspire staff (employees, contractors, and vendors) to meet or exceed published goals.• Assist the establishment of staff goals and objectives• Implement continuous improvement processes • Expand managing to metrics using Service Now, telecom, and customer service data• Interfacing with other areas in IT and developing strong relationships. Thus, improving case escalation, root cause analysis, and interdepartmental team interactions. • Develop, track and optimize incident management / service request handling process• Support end-users via phone and remote support tools• Provide quality assurance for the consistency of issue resolutions• Address customer complaints to obtain timely resolutions• Manage, maintain or exceed Service Level Agreements based on Key Performance Indicators (KPIs) and other department goals• Ensure that statistics (metrics), status reports, and graphical reporting are provided to meet the needs of the department

Phoenix, Arizona

Oversee the delivery of IT services or service technology to Envision Healthcare clients and customers. Current role is based out of Phoenix and responsible for the West including CO, AZ, NM, CA, OR, WA and KS. Provide direct support for Valley Anesthesiology Consultants, Medical Anesthesia Consultants and Physician Office Partners which are the largest anesthesia practices within the company. I have coordinated many large and small standups, moves, integrations and tech refreshes and was able to take one of our most surly leaders and turn them into an advocate for what good IT can do for you. I am very organized and process oriented. I have been very successful in this role due to my ability to be approachable, reasonable, trusted to do what is best for the organization. I lead by the example of "you cant manage what your don't measure".

Phoenix, Arizona Area

Managed relationships of several vendors both on and offshore. Primary responsibilities included performance management directing 185 resources for IT Service Desk, Field Support, and Access & Identity Management teams. This also included direct supervision of 4 Service Delivery Managers, measuring and driving performance, product life cycle management, risk mitigation and increasing overall operational efficiency. Provided strategic and tactical guidance for IT & data center team members.Notable Accomplishments:Effectively delivered an average 12% savings to Service Desk & Field Support Operations primarily through process improvements and knowledge retention implementations, realizing >1.4M YoY in savings.Brought together executive leaders with vendors to discuss shared services strategies, leveraging future partnership opportunities.Account management for Microsoft, Insight, HCL, ITC InfoTech, Hitachi and several other industry leaders. Lead negotiations for the acquisition of software, hardware, cloud, and managed service products.Established all required reporting to support partners utilizing SharePoint, Excel, Oracle, Business Objects, HPSM, and multiple other databases.Responsible for overall vendor performance management including resource on-boarding/off-boarding, risk management, business continuity planning, quality assurance program, customer satisfaction validation, training program, and driving continual service improvement projects. Elected as contributing member of IT Governance, Client Services Liason, Project Management Office, Change Advisory and Contract Renewal Boards. Managed project team on implementation of enterprise SIP and IVR solutions.

Phoenix, Arizona Area

Managed IT Service Desk operations and supervised technical contact center teams. Project lead for multiple enterprise IT projects and business initiatives. Provided customer escalation support and triage for high priority incidents. Systematically established CSAT, Performance Management, New Hire and Continual Service Improvement training programs. Provided oversight of global IT Service Desk supporting operations in the U.S and multiple global locations. Notable Accomplishments:Effectively led IT customer service teams both on and offshore to consistently exceed department and individual performance goals. This includes average speed to answer, average handle time, customer satisfaction, abandonment rate, first contact resolution and other key performance indicators.Successfully managed on boarding of service desk and supporting infrastructure from global acquisitions.Organized and lead project to develop comprehensive mentoring, training, and reassessment programs for LVL1 and LVL2 technicians. Contributed in design and roll out of quality assurance standards for technical and sales interactions. Directed transition of service desk, access and identity management, voice services and field support to managed service providers. This ultimately delivered increased service levels, exceptional cost reduction and improved overall business continuity.

Scottsdale Az

Incident Management supervisor managing team of 15 2nd tier escalation agents responsible for restoring normal service operation as quickly as possible with minimal disruption to the business, ensuring the best possible levels of service and availability were maintained.Managed all activities related to help desk services, covering both personnel and technical issues including identification, prioritization, and resolution of reported problems.Ensured that all phases of help desk support were coordinated, monitored, logged, tracked, and resolved appropriately.Assign work, set completion dates for special projects, and managed performance in accordance with organizational policies, procedures, and performance management processes.

Scottsdale Az

Provided expert advice on training and technical assistance to first level service, production, and support personnel.Admin for data analysis using appropriate tools and transactions to support suggested recommendations.Responsible for creating multiple technical training documents that were implemented as standard operating procedures within the department.Conducted 25 training classes in the 5 months as technical lead which covered new hire on-board training and lvl 2 process improvement initiatives.Promoted to Incident Management after 5 months in technical lead position.

Scottsdale Az

Provide second tier technology end-user support and resolution to internal customers/users via telephone related to hardware, network, software, and application problems.Work with internal customers to resolved escalated issues.Work on special projects including updating training program and knowledge base documentation.Software: Windows NT4, 2000, XP, Vista. Microsoft office 97, 2000, XP, 2007, Microsoft Active Directory, LDAP administration. McAfee Antivirus, Norton Ghost, HP Service Desk and Remedy ticketing systems. Email support for Blackberry phones, Blackberry Enterprise Server, setting up email support and user custom functions. Remote control tools such as VNC, Remote Assistance, Dameware and Netmeeting.

Scottsdale Az

Provide first tier technology end-user support and resolution to internal customers/users via telephone on hardware, network, software, and application problems.Responsible for managing own work orders and managing email queues.Work on special projects including and customer service documentation.Offered promotion to Tech II after 1 year in position.Software: Windows NT4, 2000, XP, Vista. Microsoft office 97, 2000, XP, 2007, Microsoft Active Directory, LDAP administration. McAfee Antivirus, AS400, Mainframe administration, Norton Ghost, HP Service Desk and Remedy ticketing systems. Email support for Blackberry phones, Blackberry Enterprise Server, setting up email support and user custom functions. Remote control tools such as VNC, Remote Assistance, Dameware and Netmeeting.