Mark Higdon Jr., Mitm, Pmp, Casp, Csm, Cdfom, Itil (V3) Email & Phone Number

Pueblo, Co, Us

Pueblo, Colorado, United States

• Managed data center operations at 14 sites throughout U.S. and Canada. • Developed and implemented standards-based data center management strategy to modernize and manage all data centers. • Drove metrics-based reporting to provide visibility into each facility’s health and enable operational and strategic improvements.• Completed project to assess cost and coordination of implementing more than 100 enterprise applications into AWS, Azure, and Google Cloud. • Implemented Schneider EcoStruxure IT Advisor and IT Expert products for managing data centers. • Streamlined monthly reporting using Microsoft Power BI to import data from DCIM, and analyze information, which provided strategic insight into data center health and areas of opportunities.• Developed disaster recovery program, implementing standardized documentation and executive-level reporting. • Improved resiliency or processes through cross-training initiatives to ensure IT staff could recover applications they typically do not support.

Pueblo, Colorado

• Oversaw and supported information infrastructure (servers, network, workstations, phone system, etc.) at organization’s 14 office and tank locations.• Handled department project management, employee development, scheduling, priorities, strategic planning, budgeting, disaster recovery, incident response, cyber security plans, and vendor management to ensure organization received optimum performance and value.• Implemented ITIL-based ITSM system consisting of helpdesk, asset management, project management, and application monitoring systems, including processes and procedures to streamline support IS processes. • Instituted change management process providing transparent communication with stakeholders and higher quality documentation.• Established proactive systems maintenance to ensure servers and workstations were up to date. • Standardized process to replace servers, workstations, printers, and network equipment to ensure equipment stayed current, supportable by vendors, and configured to current security standards.• Established continuous improvement program. • Utilized analytics from helpdesk system to improve departmental processes and performance. • Decreased critical issues by over 18% in first two years.• Focused on implementing NIST Cybersecurity Framework and CIS Controls for both SCADA and corporate environments using NIST SP 800 series publications. 60% of CIS Controls 7.1 were implemented throughout organization.• Launched robust support system for end-users through cross-training initiatives, leveraging helpdesk system to promote knowledge transfer among team members. • Reorganized team into two-tier support structure from siloed support structure to simplify communications for end-users and increase efficiency within department.

Pueblo West, Co

• Supervised and supported information infrastructure (servers, network, workstations, phone system, etc.), management of personnel, contractors, budget, inventory, project management and strategic planning of IS department infrastructure, and disaster recovery. • Worked with senior management to ensure strategic plan supported organizational goals. • Coordinated with departments to support departmental goals. • Managed installation of VOIP using Windstream services and Allworx phone system to replace unsupported NEC phone systems.• Introduced solution to automate workstation setup enabling users to move between sites and computers seamlessly.• Upgraded to rack-based Dell servers technologies and latest versions of Microsoft Exchange, SQL, and Hyper-V. • Implemented robust remote support capabilities to provide more timely responses to issues.• Set up integrated helpdesk system to simplify and standardize user experience when reporting issues along with SolarWinds monitoring system to enable department to resolve issues before they affected users. • Automated operating system and software patch management on all servers and workstations. • Reconfigured operations, reducing network traffic by 75%, increasing application responsiveness, and reducing printing costs by 20% through contract negotiations, equipment standardization, and automated supplies delivery.

Pueblo, Colorado Area

Managed and supported infrastructure (servers, network, workstations, phone system, etc.) at organization's nine office locations across southern Colorado. Oversaw management of IT staff and contractors employed for projects and provided user support and disaster recovery. Implemented service request system to provide efficient, cost-effective process for users to report issues to IT. Initiated Suncoast EMR software, including laptop and connectivity processes to provide clinicians access while in patients’ home or at in-patient facilities. Employed Cell Trak, which enabled CNAs to chart using smartphone. Spearheaded connection to CORHIO to allow providers to share patient information electronically.

Managed IT environment for manufacturing company with $20M in annual sales. Supporting servers, workstations, laptops, networks, and PBX for more than 100 users, conducted strategic planning, and implemented disaster recovery measures. Managed employees, contractors, and vendors utilized for projects and user support.

Doctor'S Degree, Business Administration

Master Of Science - Ms, Information Systems Management, 4.0

Activities and Societies: The National Society of Leadership and Success

Bachelor Of Science (B.S.), Computer Science