Mark Ware Email & Phone Number

Carlsbad, California, Us

Technical leadership role for GIA’s Infrastructure Operations organization including IT Service management and US-based Service Delivery teams (NY, NJ, CA, LV) including End-user Computing, Service Desk, and Asset Management.Modernization of the GIA IT Service Management (ITSM) program with an emphasis on digitalization, data, and value-driven solutioning. - Strategic Planning & program roadmap (adoption and value planning) - Extensive, platform cleanup, normalization, maintenance & upgrades - Service Portal and Services Catalog restructure/re-design - CMDB/Asset management baseline project leadership - Digital Portfolio Management (DPM) initiation w/alignment to CSDM - Service Delivery oversight & managed services contract optimization - Corporate & stakeholder custom solutions (Financial, Facilities, Cyber-incident) - Team workflow improvement incorporating agile practices, and value metrics through time reporting and service alignment (made available for all of IT)

Westlake Village, California, Us

Technical leadership role for PennyMac's Infrastructure Technology organization. Established the IT Service Management (ITSM) program and Operating Model to manage operational risk, sustain availability, and improve overall service delivery to the business.Team planning, coordination, and design of key Service Management processes (Incident, Change, Problem, Configuration Management; etc.) leveraging industry standards and best practices. Process enablement and function support (i.e. Operations, Service Desk, Asset/Configuration Management) using the industry leading ServiceNow tool portfolio.Working Technical manager – active in solution discovery, prototyping, oversight of custom application development including architecture, conceptual designs, socialization, workshops, training, documentation, and feedback sessions.Corporate and Custom solutions - Including corporate Service Portals with Service Catalogs for IT, Facilities, Security; etc. Led implementation for issue and request fulfillment workflow automation solutions for Corporate Facilities Management, Workplace Security, Corporate Legal, HR, IRM/GRC Enterprise Risk, Information Security and IAM Access Management.Planning and development guidance for several custom applications; including Access Management, onboarding, vehicle management, HR separations, database management, cyber security incident ticketing, custom outage, Covid Return to Site, and SOX asset inventory.

San Francisco, California, Us

ITIL/ITSM line architect supporting the Enterprise Capacity Management practice including the enhancement of process, tools, and methodology to facilitate monitoring, predictive oversight, and coordination of capacity demand. Worked with business lines and internal service providers to define the unique driver sets that generate capacity demand for infrastructure resources, so that spend could be predicted and more effectively timed. These activities supported availability through proactive management of capacity risk. Provided periodic reporting for leadership and enterprise architecture. Led solution initiatives to support a high-quality practice to meet corporate objectives, while aligning with industry standards for IT Governance, audit and regulatory requirements.

San Francisco, California, Us

Engineering lead for distributed systems event management group including event automation using IBM, BMC and HP distributed technologies, and various scripting tools. Systems engineer for z/OS mainframe System Complex configurations. Including system software updates, planning and coordination of upgrades, design and maintenance of platform automation. Provided solution consultations on event automation and alert escalation with IT and business technical representatives. Promoted and coordinated event integrations to improve enterprise ability to detect and proactively manage events across mainframe and distributed platforms. Conducted research to find value-add automation, performance, and availability opportunities.