Mark Tanser Email & Phone Number

Nottingham, England, United Kingdom

Nottingham City, England, United Kingdom

Achieved 98% Service Level Agreement adherence through continuous performance improvementOversight of ITIL processes - Incident, Change, Problem, RequestHired new team members through online interviews and technical challenges, training, developing and mentoring them to become highly valued colleagues.Reduced annual infrastructure expenses over $500K through HPSM instance and infrastructure optimization.Strong in Change Management Governance - managing meetings and implementing changes.Built, administered and upgraded on-premise instances of ServiceNow including Mysql, Linux & Tomcat.Operational readiness & deployment for 2 new hosted domain separated ServiceNow InstancesCapacity Management and Planning and Forecasting : Managing current and future demand plans, monitoring IT resource usage, and predicting needs based on service agreements and performance criteria.Developed and tested EBonding partner mapping scripts for incident case exchangeLead Major Incident calls, always working with internal and external teams to achieve a fix.Developed client onboarding processes for Domain separated user data, work groups, and Single Sign-On AD integration. Achieved ServiceNow CSA with training in Advanced System Administration, Scripting, Domain Separation, Workflows and DiscoveryDeveloped high quality reports utilising tools such as Power BI and ServiceNowTransitioned clients from Service Manager to ServiceNow, ensuring data cleanup, archiving, and policy adherence.

Nottingham, United Kingdom

• Built EMEA based HP Service Manager instances from the ground up.• Developed Security and Instance audit procedures.• Working on high priority incidents to resolution often involving escalation to vendor level.• Worked on designing and implementing HPOM monitoring & RBA automation workflows across Service Manager Instances.• Worked on integration and customization projects within HPSM for Incident Management, Change Management, Event Automation & Request Management with various ITSM tools like Service Now, Remedy & Propel using SOAP, REST services.• Worked on WSDL / SOAP Integration for Master data tools like UCMDB, ESL, Active Directory, Catalog Management.• Setup and monitor HPSM Archiving business flow, webconsole and workflow processes to cater enduser access.• Worked with Propel team to integrate request management tickets, their service & support catalogs and SLAs.• Critical incident and problem management of ServiceManager portfolio improving from 80% to 99.5% availability.• Acted as a bridge between core infrastructure teams like SAN, VMWare, Firewall, Network & Server management teams and Application / Functional teams for various tasks.

Derby, England, United Kingdom

• Built EMEA based Peregrine Service Center instances from the ground up.• Implemented the HP Digital Workflow toolset and proceedures• Working on high priority incidents to resolution often involving escalation to vendor level.• Worked on integration and customization projects within HPSM for Incident Management, Change Management, Event Automation & Request Management with various ITSM tools like Service Now, Remedy & Propel using SOAP, REST services.• Setup and monitor SC Archiving business flow, webconsole and workflow processes to reduce live database size.• Worked in the Global L3 team working on escalated incidents and releasing updates and bug fixes for the global instances

Derby, England, United Kingdom

• Deskside support and Systems administration for a large multi-national• Designed, Built and Supported hundreds of WinTel servers in a large data centre • Responsible for migration from Novell to Windows NT servers• National rollout of Y2K updates and patches for servers across the company data centres• Desktop builds and rollout for over 10,000 users• User administration of Active Directory• Gained Microsoft MCSE (NT4) certification.

Nottingham, United Kingdom

• Supporting a site of 250 highly qualified scientific users in a small team of 4. • Responsible for deskside and back-end support for the whole site, VAX/VMS and Novell Netware• Designed the builds and rolled out the first desktop PCs on site.• Built and maintained Novell SFTIII server cluster. • Installed an early coax ethernet network and subsequently upgraded it to CAT5. • Managed the install and opening of a new building on site with a large server room. • Created Management Information System for live Power Station generation statistics.• Installed the first leased line internet connection to site and built and managed the firewall.• Classroom trained in Microsoft products, Windows NT, Exchange, Networking, Systems Management Server

Education record

Electronic and Electrical Engineering (1st Year)

Education record

Education record