Mark Dunmire Email & Phone Number

New York, New York, US

• Global IT governance process owner for $8B multi-brand Fortune 500 corporation engaged in design, manufacturing, retail and omnichannel marketing of luxury consumer products.
• Led acceleration and risk management initiatives in IT Change Management, resulting in 52% reduction in enterprise error rates within 3 years, achieving a 99.34% Change success rate at a tempo of over 4000 changes per.
• Successfully initiated enterprise Configuration Management Database (CMDB), with automated asset discovery and supporting governance process documentation
• Initiated enterprise Center of Excellence and Configuration Control Board to facilitate collaboration beyond organizational silos.
• Reduced meeting time requirements by 75% by streamlining change approval process to support acceleration while maintaining collaborative multi-level reviews
• Introduced accelerated, simpler approval process for low risk changes, reducing Change meeting agenda by 25%, better aligning management attention with actual risk.

Newark, New Jersey, US

• Managed major global and regional IT incidents and events from alert/report stage through resolution.
• Evaluated monitoring alerts and communication from business units and IT teams for severity, scope and impact.
• Led and drove rapid multi-disciplinary global incident bridge calls.
• Drafted and delivered incident communications and reports to business units.
• Identified and reported recurrent and high-impact incidents for Problem Management follow-up.
• Supported organizational transformation as subject matter expert in ServiceNow during preparation and rollout.

Paris, Ile De France, FR

• Led and managed team of 5 IT professionals responsible for major Incident Management, Change Management, Problem Management, and Escalation Management for the leading global advertising and diversified communications.
• Achieved 75% reduction in rate of major incidents (Priority 1 & 2) within 24 months through partnership with functional leads and re-engineered and refocused Change Management and Problem Management practices.
• Optimized after-hours and on-call response through follow-the-sun coverage and global process management integration
• Optimized cross-functional training and experience by rotating all team duties on a weekly basis to demonstrate how different disciplines work together for continuous service improvement.
• Promoted collaboration and situational awareness by initiating and leading twice-weekly meetings of IT and business stakeholders to discuss current and future projects

Paris, Ile De France, FR

• Assembled and led cross-functional Incident bridge calls as major Incident manager.
• Initiated Problem reviews and Root Cause Analysis, resulting in 35% reduction in major Incidents in 5 months.
• Led IT disaster recovery/business continuity calls during major power outages and weather emergencies.
• Led weekly Change Advisory Board and Problem Review meetings.
• Led daily morning status calls of all IT service teams
• Joint first prize, Publicis Groupe IT Innovation Awards, for service request process improvement proposals.

Paris, Ile De France, FR

• On-site team leader for integration of strategic acquisition with enterprise IT services and standards, supporting and training end users, managing resistance and implementing customized solutions.
• Significantly improved user satisfaction and experience through proactive, service-centric and high-touch approach.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Social Work