Mark A. Boatwright Email & Phone Number

Dallas, Tx, Us

Dallas, Tx, Us

Provide day-to-day technical, functional, and strategic leadership for our enterprise Infrastructureand Services function Teams. Assists in the design, installation, and connectivity of computersystems and network infrastructure to ensure the stable operation of the organization’s IT assets.This includes developing, configuring, maintaining, supporting, and optimizing all new and existingnetwork hardware, software, and communication links. This role is also responsible for telephone,data center, security systems, and other electronic infrastructure. ● Assist Technicians with technical issues.● Provide leadership in the diagnosis and resolution of Priority 1 and Priority 2 incidents aswell as escalate and communicate high-severity problems to the Technology Leadership Team.● Ensure Operational standards are maintained for monitoring, troubleshooting, reporting, andrecording production issues (consequences of error carry a high risk to the organization).● Manage critical events by following business continuity procedures.● Act as a liaison between business partners and other Technology teams.● Review plans for hardware and software implementation.KEY COMPETENCIES: COST REDUCTION, BUDGET MANAGEMENT, PROCESS IMPROVEMENT● Provides input for the Annual Operating budget and maintains accountability and cost controlsover operational spending – Hardware, software, media, office supplies, etc.● Coordinates that solutions are conveyed to Customers / Team members.● Provides day-to-day Leadership, coaching, and training to the Team. Sets examples forthe entire group to follow – a strong work ethic, positive attitude, maturity, and productivity.● Responsible for understanding Company and Department goals/initiatives and being able tocommunicate these goals to the Team and incorporate these goals into the operations oftheir work.--See Resume for more--

Irving, Tx, Us

Manager of 14 staff members and Service Desk team including 12 regular staff employees and 2 supervisors. Administering $2.5M annual budget and coordinating purchasing of operational hardware, software, and services to meet industry requirements. Providing technical support to US retail branches and distribution centers with support and asset management for 4.2K employees, 1.5K wireless devices, and 4.1K computers.KEY COMPETENCIES ACHIEVED TO DATE: CROSS-FUNCTIONAL LEADERSHIP, TREND ANALYSIS, SOLUTIONS DEVELOPMENT, PROCESS IMPROVEMENT, INFLUENCINGDecreased MTTR and incident response times by 70% and increased root cause identification by 30% ● Provided metrics and feedback on daily basis to enable staff to meet business requirements● Installed (SDA) Same Day Acknowledgment, (FCR) First Contact Resolution, and (CS) Closure Survey KPI’s● Spearheaded delegation of tickets and assignment timelines to staff ● Incorporated “The Incident Response” ITIL V3 process model within IT Desktop Operations Groups● Facilitated morning routine and created incident ticket to address issueKEY COMPETENCIES: LEADERSHIP, IT PROJECT MANAGEMENT, NEEDS ASSESSMENT, PROCESS IMPROVEMENT, COMPLIANCEDesigned, implemented knowledge base and self-help portal● Assembled "Mock-up" in graphic form and presented to senior management for approval● Generated site and ran end-user acceptance process to shake out bugs● Deployed site to all locations via group policy and forced shortcut on every PC within environments KEY COMPETENCIES: COST REDUCTION, BUDGET MANAGEMENT, PROCESS IMPROVEMENT, INVENTORYAchieved 10% cost reduction and increased asset tracking efforts● Enabled approval process for new systems ordering● Implemented tight inventory control for lost or stolen assets ● Monitored, tracked and followed through (EOL) warranty--See Resume for more--

New York, Ny, Us

Manager of 10 employees and 3 supervisors. Administered $1.5M annual budget and coordinated purchasing of operational hardware, software, and services to meet industry regulatory requirements. Provided technical support to European and US divisions and asset management for 2K employees, 1.1K wireless devices, 1K Point of Sale systems, and 1.9K computers.KEY COMPETENCIES: CROSS-FUNCTIONAL LEADERSHIP, TREND ANALYSIS, SOLUTIONS DEVELOPMENT, PROCESS IMPROVEMENT, INFLUENCINGDecreased MTTR and incident response times by 80% and increased root cause identification by 40% ● Provided metrics and feedback on daily basis to enable staff to meet requirements● Installed (SDA) Same Day Acknowledgment, (FCR) First Contact Resolution, and (CS) Closure Survey KPI’s● Spearheaded delegation of tickets and assignment timelines to staff ● Incorporated “The Incident Response” ITIL V3 process model within IT Desktop Operations Groups● Facilitated morning routine and created incident ticket to address issueKEY COMPETENCIES: LEADERSHIP, IT PROJECT MANAGEMENT, NEEDS ASSESSMENT, PROCESS IMPROVEMENT, COMPLIANCEDesigned, implemented knowledge base and self-help portal● Assembled "Mock-up" in graphic form and presented to senior management for approval● Generated site and ran end-user acceptance process to shake out bugs● Deployed site to all locations via group policy and forced shortcut on every PC within environments KEY COMPETENCIES: COST REDUCTION, BUDGET MANAGEMENT, PROCESS IMPROVEMENT, INVENTORYAchieved 13% cost reduction and increased asset tracking efforts● Enabled approval process for new systems ordering● Implemented tight inventory control for lost or stolen assets ● Monitored, tracked and follow through warranty--See Resume for more--

Dallas, Tx, Us

Collaborate with business functions, corporate areas, clients, and partners to ensure compliance with IT regulations. Develop and implement best practices within full-service, technology-driven consumer finance company.KEY COMPETENCIES: LEADERSHIP, PROBLEM SOLVING, TIME MANAGEMENT, TRAININGAchieved 99% successful completion rate for compliance training of Information Security & Risk awareness● Developed training material and trained team with clear learning objectives● Formulated testing for compliance● Repeated training when due to reduce non-compliance issuesKEY COMPETENCIES: ANALYTICAL, PRODUCT DEVELOPMENT, INNOVATIVE, COMPLIANCE, TECHNICAL KNOWLEDGE, DILIGENCEPrepared, formalized, and delivered Second Line of Defense Issue Management oversight and credible challenge program (risk based)● Created tools in Excel Playbook and Workbook to monitor Review & Challenges● Included IRM role in TPRM 2LoD oversight of Technology Aligned vendor related Onsite & Desk Side Assessment Issue● Spearheaded and implemented weekly and monthly reporting to provide progress status of annual planKEY COMPETENCIES: PROJECT MANAGEMENT, ADAPTABILITY, LEADERSHIP, RESPONSIBILITY, PRODUCT EVALUATION, COMMUNICATIONImplemented business-centric core component Key Performance Indicator program, achieving actionable insight for upper management● Formed RACI Matrix for IRM Roles in Issue Management and gain SC CORO approval● Built tracking and monitoring tool for metrics oversight ● Adopted process for ensuring issues were opened when metric exceeded supporting thresholds--See Resume for more--

Abbott Park, Illinois, Us

Support & asset management to US & European divisions/8K employees, 4.5K wireless devices & 7.5K computersStrengthened network security through implementation of new IT security risk & compliance management solution ● Created and configured SQL Database for hosting inventory● Facilitated VBScripting, BAT Files, & additions to LOGON Script for collecting WMI Data and Registry information ● Built front-end for displaying, reporting, & established supporting process for remediation of inventory resultsDesigned, implemented knowledge base & self-help portal across 5 divisions utilized by 10K+ users● Assembled "Mock-up" in graphic form & presented to senior management for approval● Generated site & ran end-user acceptance process to shake out bugs● Deployed site to 5 divisions via logon script & forced shortcut on every PC within environments Achieved 13% cost reduction & increased asset tracking efforts● Enabled approval process for new systems ordering● Implemented tight inventory control for lost/stolen assets ● Monitored, tracked & follow through warrantyDecreased MTTR & incident response times by 50% & increased root cause identification by 60% ● Provided metrics & feedback daily ensuring requirements met● Spearheaded delegation of tickets & assignment timelines to staff ● Incorporated “The Incident Response” ITIL.V3 process model within IT Desktop Operations GroupsAchieved 40% increase in detail collection number of systems scanned through scanning technology● Utilized inventory to identify out of compliance system● Implemented process for ensuring issues were opened when DAT/PATCH metric exceeded supporting thresholds● Facilitated morning routine and created incident ticket to address issue--See Resume for more--

Bethesda, Md, Us

Managed deployment, monitoring, maintenance, development, upgrade and support of all desktop systems, including desktops, laptops, thin clients, operating systems, hardware, software, and peripherals. Led operational and strategic planning, fostered innovation, planned operational projects, and allocated resources.Oversaw desktop operation teams that supported 48,000+ customers via desk-side, remote, and telephone support with major account focus. Clients included: NASA Headquarters and the Kennedy, Johnson, Marshall, Ames, Dryden, Glenn, Goddard, Langley, Stennis, White-Sands, Jet Propulsion Labs, Intergraph, and Langley facilities.Accomplishments• Installed, supported, and maintained Windows XP Professional, Windows 2000, Microsoft Office Suite 2002 and 2000, and proprietary packages in an enterprise environment.• Streamlined ticket logging while working with Remedy and other ticket logging systems to provide timely customer response and maximize user workstation uptime.• Developed and implemented inter-office forms, consistent processes and procedures, and presented weekly, monthly, and yearly statistical reports.• Ensured consistency and quality of daily operations including responses to incoming calls, ticket logging, and daily reporting processes.--See Resume for more--

Manager of desktop infrastructure and IT systems responsible for benchmarking, analyzing, reporting, and recommending improvements and growth opportunities for the organization. Directed for after-hours support and acted as the escalation point for complex issues requiring collaboration of multiple IT teams.Managed staff supporting computer issues for 8,000+ users via desktop and phone support with major account focus. Clients included: CSAA Insurance Group, AAA National, Providian Insurance, San Francisco Bar Pilots, and the City of Chula Vista, California.--See Resume for more--