Mark Sabo Email & Phone Number

Saylorsburg, Pa, Us

Saylorsburg, Pa, Us

Implement ITSM Best Practices and provide ITSM Consulting based on ITIL framework resulting in Policies and Procedures for audit requirements and scalable IT operational efficiency and performance. ITIL 4 Strategist: Direct, Plan and Improve, ITIL 4 Foundation Certified, ITIL 3 Foundation, ITIL 3 Intermediate Certified (Service Operations, Service Transition, CSI)Expertise in Managing IT Operations (Infrastructure and Application Vendors) to Service Levels and Audit Requirements in Legacy Data Center and Cloud EnvironmentsExpertise in Developing IT Service Management Practice Policies and ProceduresProvide Mentoring, Coaching and Guidance for ITSM PracticePractical User Type experience with ITSM Systems: Remedy, ServiceNow, JIRA Service Management and similiar systemsContinuously Improve the Operation through Data Analytics utilizing the 7 Step ModelExperience with Organizational Change Management: "Being a Change agent" and facilitating the transformation to a best practice stateExcellent Communication and Presentation Skills

Atlanta, Georgia, Us

Provide IT Service Management Support for Ryder Systems Inc businesses including Supply Chain Services, Fleet Management Services, Central Support Services, Dedicated Transportation Services and Ryder Last Mile. Support Ryder Processes and Work in their Service Management Tool of record, ServiceNow.

Trusted advisor and leader for Ironshore Insurance Services managing multiple onshore and offshore vendors to service levels, performance and service management objectives. Mentor and teach process maturity and ITSM best practices.Responsible to Ironshore Services Director Global Infrastructure for all IT infrastructure services including:• IT Service Management• IT Vendor management• Network• Distributed systems (Server)• Storage• End user services (Service Desk and Desk-side support)• Virtualization Services & VDI• Cloud ServicesKey Accomplishments:Major contributor in developing solution and negotiating contract for cloud services working with cloud vendor, legal, CIO and Director of Global Infrastructure resulting in signed contract Single point of contact and major contributor that led the transition effort to a new IT service provider developing ITIL framework best practice policies, procedures, work instructions and training including vendor provided Remedy system Major contributor developing requirements for new services with multiple IT suppliers including new managed hosting environment and private cloudDrove IT infrastructure provider to analyze Event Management data, provide Problem Management and implement improvement projects resulting in a 52% reduction of incident tickets in 5-month periodInfrastructure lead for successful internal and external auditsAssessed multi-vendor statement of work and contract agreements for service delivery gaps.

Fort Mill, Sc, Us

As a Program Manager Senior Manager, I am the process owner for the ITIL processes and manage the Continual Service Improvement team for CompuCom's cross functional operations clients. Lead the team providing value to our business partners by measuring, analyzing, reporting and improving IT service management services.• Provide monthly and quarterly trends and make recommendations • Develop critical success factors based on business objectives• Developed Maturity Models for Incident, Problem, Change• Developed maturity assessments (soft and hard data)• Baseline metrics from the defined CSF's and KPI's• Provide a roadmap for process maturity and service improvements.Price new deals and work with Solution Directors and Sales on the final solution for cross functional services.Lead the team that transitions new clients to CompuCom's best practices and cross functional operation service.Key Accomplishments:Reduced Major Incidents in one year by 92.5% for customer’s in a variety of businesses including health care, steel, auto glass and IT.Reduced aging incidents for key client by 21.8% in one yearSignificantly reduced change failure and changes causing incidents for several clients.Manage and analyze costs of various elements for ITIL services (Cost per Incident, Major Incident, Problem, Change, Release and Knowledge) to implement efficiencies and help price future opportunities. Led cultural change by socializing and training in best practices among internal cross functional areas (Service Desk, Server Support, Network, Onsite Support), client management, application teams and third party suppliers.

Fort Mill, Sc, Us

Hired and Built Cross functional process management team to support managed service clients for Incident, Problem, Change, Knowledge and Configuration Management using SAAS ITSM tool Service-Now in a multi tenant environment.Key Accomplishments:Led team that developed global policies, procedures and WI's for new company serviceLed the team to transition several new clients to the new service including large health care providerDeveloped metrics and reporting for new service Worked with senior management to refine cost model

Fort Mill, Sc, Us

Lead consultant that implemented a best practices, ITIL framework Incident Management process for CompuCom for a large Canadian customer. Led an effort that implemented policies and procedures for Configuration, Change and Problem Management.Held a role representing Pfizer as the Level 2 Data Center Project Manager. Acted as the technical manager/liason between Pfizer and the Data Center Managed Service Provider (CompuCom).Coordinated and managed various Incident and Change Management tasks, processes and procedures with the client, the Program Managers, Systems and On Duty Operations Managers, within an Operational team of 80 engineers. Operation includes financial systems supporting billions of dollars in sales for Pfizer Pharmaceuticals. Team provides Level 1 and 2 server support for availability and functionality, production support, scheduling, backup monitoring and emergency restoration of service.Key Accomplishments;• Played a significant role in managing an $11,000,000 P&L• Increased margin to the company set goal by decreasing costs and increasing revenue with the result of reducing cost by $400,000• Worked on three Statement of Work documents to support a new application within a maturing service offering.• Consistently exceed Customer Service Level Agreements.

Successfully supported and supervised a start-up Remote Network Operations Center providing network monitoring, fault and performance management internationally for a variety of industries. Hands on experience diagnosing network faults utilizing Network Management Software (HP Openview NNM, CiscoWorks, Compaq Insight Manager, Concord Network Health and AdvantEdge). Consistently achieved the clients Service Level Agreement and maximized network availability.Key Accomplishments• Assisted in the design and input of the customer profile database and availability report.• Achieved the business goal of 100% of the Client Service Level Agreement (SLA) for over three years. • Detected and troubleshot Cisco Routers via PVC’s on Frame Relay Switches, point to point circuits and Virtual Private Networks (VPN) to support data transfer.

Network Consultant responsible for pre-sales design and project management of Network Management Systems.Key Accomplishments•Wrote Final Proposal, coordinated the project plan and provided specifications to the installation team for a Network Management installation. The result was a $625,000 Network Management installation contract. •Designed a multi-million dollar Network Management System including staffing and maintenance for a Government State Department.

Morristown, New Jersey, Us

Supervised the Network Operations Center. Provided Project Management and performed numerous Network installations.Key Accomplishments•Successfully transitioned the corporate Network Operations Center at Crum and Forster to a service provider (Apprise) for financial companies. This allowed Xerox to sell the company to General Electric Capital. •Provided Project management, Communication Room design, LAN installation and support. Successfully project managed numerous LAN building installations nationally.

Morristown, New Jersey, Us