Mark Queen Email & Phone Number

Katy, Tx, Us

Houston, Texas, Us

Lead the IT Service Management Team• Delivered the migration of the closing Cognizant Managed Services contract to in-house staffing and resources. Completed in Q2 2023, savings of >$1.5 million, while maintaining SLAs, and reducing incident volume by 60% YoY.• Simplified the delivery of reporting from manual in Excel, to automated dashboards / reports, increasing visibility 75%. • Simplification of the Change Enablement process, simplifying flow, reducing complexity, using ITILv4 and ServiceNow. • Developed communications, policy & process documentation, content for training on TBS initiatives / processes.• Manage the ITSM Operations group Change, Incident, Knowledge, Problem, Reporting, consisting of 8 process owners, & 15 employees, in a globally distributed team.• Accountable for ITSM operational team wellness and overall adherence to goals, targets, and standards. Reduced effort by requiring ITIL process cross training of staff and creating technical overlap within the team.• Operational manage ITSM division, with a budget of 1.5 million dollars, assist in division budgeting and priorities, reconciled financials, set project resources. Deliver continuous improvement efforts driving down complexity and costs.• Accountable for interviewing, hiring, equipping, training and aligning employee development with TBS strategic goals. Creating development plans for employees designed to increase productivity and enhance individuals’ career potential. • Delivering continuous improvement momentum to the Director, process owners, and ServiceNow Team. Actively engage in the Architectural Review Board and Agile sprints, working full cycle from initial concept to production rollout.

London, England, Gb

• Delivered the migration of a custom SharePoint based risk tool into ServiceNow’s ITSM module. This was completed in Q3 2022, savings to the company of >$.75 million and 150 person hours saved annually.• I work with risk owners to keep risks current and the data quality at published standards, this requires an exceptional attention to detail and stakeholder management skills. I simultaneously provide training/assistance on process or technical queries using effective communication skills. While also delivering Microsoft Excel, SharePoint and ServiceNow reporting.• I complete troubleshooting of issues with tooling execution and coordinate service restoration with the appropriate group. While having a readiness to take technical responsibility and accountability for work performed and decisions taken.• I deliver OIC Risk module continuous improvement feedback to the process owner and ServiceNow Team. Engaging in the Agile sprints, working full cycle, from concept to production rollout.• I am a productive and effective independent worker on a global team, working primarily remotely.

• Completed training on various ITSM topics including: ServiceNow, leadership development, and IT Service Management.• Participated in the following industry association on-going events to stay current within my profession – ITSMA, DevOps Enterprise Summit, & SMF webcasts.• Volunteered to review organizational guidelines of educational non-profit to align with compliance & regulatory changes and allow them to modify their operations to withstand a rapidly changing regulatory landscape due to global pandemic.

London, England, Gb

International integrated energy company delivering products and services to people globally. Committed to the transition to a lower carbon future with 65,000 employees | 1.4 Billion in revenueThe recognized expert for BP's I&E, Enterprise, IT4IT Change, Incident and Problem Management (ChIP) in the Americas I conveyed process and practice expertise, supplied context, technical knowledge and advised on industry best practices. Transitioning to Agile, utilizing Scrum & sprints. Operated the Dev (continuous improvement & projects) and Ops (BAU break-fix, and legacy software) while proffering guidance and oversight for legacy ITSM process compliance. Actively guided software tool automation & simplification for practices and processes delivering on activity managers value proposition. Slashed staffing needs by 60%, by eliminating complexity in practices and processes. Achieved complete transition to DevOps delivery of automated activities in ServiceNow, producing substantial cost reduction.Actively identified EPIC’s and User Stories for continual improvement, working in SCRUM, using MS Azure DevOps (ADO) for digital transformation, software automation & simplification efforts, and delivering three ServiceNow scoped app projects.Minimized bp’s multi-million-dollar exposure to regulatory fines & penalties by converting legacy manual audit excel reporting to modern automated alerts, RAG dashboards & reports. Providing instant status view and highlighting problematic records for immediate action. Supplied an active feedback mechanism to bp Group Control – I&E Risk Mgmt. that confirmed that all risks identified are mitigated according to requirements, audit actions are executed and gaps closed.Eliminated meetings by creating modern communications, dashboards, video’s, reports & Knowledgebase articles, working in MSO365, ServiceNow, Sway, Streams, Teams, Slack, Camtasia. while maintaining regulated legacy documentation.

London, England, Gb

• Provided team leadership for & managed operationally the 6 person BP B&SS Change & Configuration Mgmt. team.• Actively supervised the 8 person IBM contract geographically dispersed team, chairing the weekly team meeting, managing team workloads & advising leadership when anomalies and issues arose.• Created, maintained & updated process & procedure documentation, while ensuring that the CMDB is updated by the responsible parties at the appropriate times. • Coordinated group reporting on Emergency, Non-Compliant, & Retrospective rfc’s & team SLA’s.• Managed the global change activity for BP's IT&S, Application Center of Excellence group Global Enterprise Applications and their tightly coupled applications, databases, portals, and interfaces, primarily SAP ﴾85 instances﴿ in the Americas, by validating all Requests for Change ﴾RFCs﴿ generated within group.• Approved account requests, queries and provide guidance on correct process to be followed, Produced agendas, minutes and reports. Ensured that all requirements are completed prior to scheduling each RFC for its weekly transport. Managed RFCs full cycle, including Post Implementation Reviews. • Trained personnel in the process of Change and CMDB item creation within the Remedy Change and Release System on an as needed basis, in a virtual classroom session & via LiveMeeting. Prepared & delivered analysis, reports & presentations, and new features to ES B&SS leadership on a monthly & quarterly basis• Worked actively on continuous improvement projects, as well as stayed engaged in the Service Improvement process. Fielded escalations and served as the SPOC for ES Change Management in the Americas.• Coordinated & ensured that Projects transitioning into ES B&SS Support are following ES transition processes.

London, England, Gb

I manage the Change Activity for BP's IT&S Enterprise Services group Global Enterprise Applications and their tightly coupled applications, databases, and interfaces, primarily SAP (85 instances) in the Western Hemisphere, by daily validating all high risk Requests for Change (RFCs) generated within my group, I approve queries and provide guidance on process to be followed, I produce agendas, minutes and reports. I ensure that all requirements are completed prior to scheduling each RFC for it's weekly transport.I then manage approved RFCs to full closure status, by tracking them through implementation to conducting Post Implementation Reviews. I am responsible for providing progress reports on current status, operational issues, and system improvements. I train new rfc requesters in the process of Change and Incident creation within the Remedy Change and Release System. I train personnel, educate Application and Project Managers, I present to leadership, I work actively on continuous improvement projects, as well as stay engaged in our Service Improvement process. I field escalations and I serve as the SPOC for ES Change Management in the Americas.

Hanover, Md, Us

I manage the Change Coordination for BP's Enterprise Services Application changes, primarily SAP in North America, by daily validating all Requests for Change (RFCs) generated within my region, I approve queries and provide guidance on process to be followed, I produce agendas, minutes and reports. I ensure that all requirements are met and actions completed prior to scheduling each RFC for it's weekly transport. I then manage approved RFCs to full closure status, by tracking them through implementation to closure, and conducting Post Implementation Reviews when needed. I am responsible for providing progress reports on current status, operational issues, and system improvements. I train new rfc requesters in the process of Change and Incident creation within the Global Service Management System (Remedy).

Anchorage, Alaska, Us

Supervising 13 subordinate personnel, in Desktop Support and Service Desk Teams.Responsible for developing team vision, setting priorities work and duty rotation schedules, facilitates team development and training, works within process to counsel and adjust employee performance, and develops job descriptions, works with manager to create staffing plans, set division budgets, organize division structure.Project Manager for Desktop Support and Service Desk.Prepares various reports, performs analysis, and develops SLA’s as well as other duties as required. Responds to escalated trouble calls and resolves or coordinates the resolution of system problems.Configures hardware, software and network facilities to support client department processing requirements and provides instructions for client use and maintenance. Coordinates the installation of end user equipment, and may perform equipment setup, software installation and user instruction.

Amsterdam-Duivendrecht, North Holland, Nl

• I was the host for the Change Approval Board responsible for change policy compliance, process control review, release control management, & process compliance for Northeast USA / Canada Region (Downstream) US teams.• I daily validated all Requests for Change (RFCs) generated within my region, I approved queries and provide guidance on process to be followed, I produced agendas, minutes and reports. I ensured that all requirements are completed prior to scheduling each RFC for the CAB.I then managed the CAB approved RFCs to full closure status, by tracking them through implementation to conducting Post Implementation Reviews. I was responsible for providing progress reports on current status, operational issues, and system improvements.

Rotterdam, Zuid-Holland, Nl

• Manage teams providing Administrative, Desktop PC, Service Logistics, Video-Conferencing, and Executive Conference support to BP contractors, staff, and executives in an enterprise environment. • Via extensive reporting, I benchmarked the teams and 3rd parties to ensure compliance with policy, procedure and infrastructure performance SLA and OLA objectives, achieving 95% SLA compliance to date. • I oversee the coordination of the regional safety, security, health, and environmental (HSE) programs.• I am a board member responsible for process control review, change control management, and ITIL & SOX compliance for Southern Region (Upstream) US Teams. • Maintained group knowledge base, Sharepoint site and asset management,• Coordinate procurement, disposal, SAN and Exchange Server storage quota management.• Maintaining >95% rating of excellent on Customer Satisfaction Surveys and meeting contract SLAs

Rotterdam, Zuid-Holland, Nl

Manage 20 technicians providing tier 2 software support to BP end users and tier 3 to field techniciansMy team provides steady state Desktop Support via phone of the BP COE software environment (780 applications, 10 OS’s) while transitioning to the BPPassport (internal) & Passport Explorer (internet facing) environments (WXPsp2, Exchange/Server 2003, iPASS, IPSEC VPN, Linux HPC, and Citrix (ICA) Server.) in a enterprise-wide NT/Win2K/WinXP/Linux/UNIX environment. I benchmarked the team, 3rd parties and infrastructure performance for compliance with SLA and OLA, Via extensive reporting, and achieved 100% SLA compliance.Coordinated the safety, security, health, and environmental programs, process control review, change control management, ITIL & SOX compliance for the RRT.Created and maintained group knowledge base, SharePoint site and asset management, Maintained >95% rating of excellent on Customer Satisfaction Surveys and meeting contract SLAs.

Rotterdam, Zuid-Holland, Nl

Provided steady state remote (via phone) desktop support in a enterprise-wide NT/Win2K/WinXP/Linux/UNIX environment.in support of the BP COE software environment (780 applications, 10 OS’s) while transitioning to the BPPassport (internal) & Passport Explorer (internet facing) environments (WXPsp2, Exchange/Server 2003, iPASS, IPSEC VPN, Linux HPC, and Citrix (ICA) Server.) also providing application and Operating System support for local and remote end users.I volunteered to coordinate the safety, security, health, and environmental programs, process control review, change control management, ITIL & SOX compliance for the Remote Resolution Team. Created and maintained group knowledge base, SharePoint site and asset management tool.

Rotterdam, Zuid-Holland, Nl

BP Exploration Prudhoe Bay Unit IT Systems Project Coordinator: (Technical Support Specialist II) Jan-June 2003Provided project due diligence reporting, and Desktop Support transition assistance for W2K & WXP client / server (W2KServer, Exchange 2000, W2003 Server), remote computing environment on BP's Alaska’s North Slope.

Rotterdam, Zuid-Holland, Nl

Gulf of Mexico Offshore Desktop Support Team LeadManaged a 6-person team coordinate IT scope of rig startups, moves, and de-mobilizations.Managed logistics of purchasing & deployment of pc, printing, & networking equipment, software & hardware rollout projects, inventory, logistics, and auditing.Interfaced and presented to BP GoM Senior management in meeting and conference settings. Developed and maintained group documentation and inventory, benchmarking, health, environment, safety program coordination for group, coordinate 3rd party contract firm relationships. Interfaced Infrastructure IT team Crisis Management and Emergency Response components with GOM, Crisis Management and Emergency Response team’s performance targets, achieving total compliance.

Rotterdam, Zuid-Holland, Nl

Gulf of Mexico Offshore Desktop Support (+Server Administration, & Network Systems Analyst)OS support: BP COE Windows 95 & 2000 based, Palm, SolarisPlatform support; Apple Desktop/Printers, IBM Notebook, Dell Desktop, Sun Workstation, IBM/Lexmark Printers, HP Printers/Plotters, Fiery Printers Tektronix’s Printers, Palm.Application support: Adobe products, AIM, Altirus Suite, Brio Query, Business Objects, Corel Draw, Crystal Ball, Crystal Reports, DEAP, Documentum, EDMS, ESSBase, FastTrack, Filemaker Pro, Filenet, Indus/CMMS, In-Site, Landmark Drilling Suite/DIMS, Legato Backup, Lotus Notes, MacAfee Anti-Virus, Macromedia Dreamweaver, Flash, Fireworks, Maximo, Microsoft Office Suite (Mac & PC), Access, FrontPage, InfoPath, LiveMeeting, Messenger, Project, Publisher, Visio, Netscape, Norton GHOST, ObjectFax, ODBC Connectivity, Oracle Client, PCAnywhere, Pride, Primavera, Reflections, Retrospect Backup, RightFax, SAP, SQL, Sybase, WinFax, WinZip, WordPerfect

Rotterdam, Zuid-Holland, Nl

OS support: BP COE Windows 95 & 2000 based, Palm, SolarisPlatform support; Apple Desktop/Printers, IBM Notebook, Dell Desktop, Sun Workstation, IBM/Lexmark Printers, HP Printers/Plotters, Fiery Printers Tektronix’s Printers, Palm.Application support: Adobe products, AIM, Altirus Suite, Brio Query, Bloomberg, Business Objects, Corel Draw, Crystal Ball, Crystal Reports, DEAP, Documentum, EDMS, ESSBase, FastTrack, Filemaker Pro, Filenet, Indus/CMMS, In-Site, JD Edwards, Landmark Drilling Suite/DIMS, Legato Backup, Lotus Notes, MacAfee Anti-Virus, Macromedia Dreamweaver, Flash, Fireworks, Maximo, Microsoft Office Suite (Mac & PC), Access, FrontPage, InfoPath, LiveMeeting, Messenger, Project, Publisher, Visio, Netscape, Norton GHOST, ObjectFax, ODBC Connectivity, Oracle Client, PCAnywhere, People soft CRM, Pride, Primavera, Reflections, Remedy, Retrospect Backup, RightFax, SAP, SQL, Sybase, Vantive, WinFax, WinZip, Wise Package Studio, WordPerfect.

Rotterdam, Zuid-Holland, Nl

Technical Lead / Site Mentor for Houston based BP Exploration Alaska helpdesk, created knowledgebase site documentation for BPXA helpdesk, developed action, disaster recovery, call logging, and troubleshooting procedures. Planning, procurement, configuration, demobilization, & troubleshooting of PC, Mac, custom built, CICS Terminals and UNIX workstations. Troubleshoot network printers/plotters & queue’s, LAN/WAN circuits, (including routers, multiplexers, switches & WAN interfaces), Radio, Telephony, & Video-Teleconferencing gear. OS support for Mac OS 7-8, Microsoft Win 9x, NT4 Server, IBM MVS/CICS, Digital VAX, UNIX. Application support: Microsoft Office Suite (Mac & PC), Project, Visio, Adobe products, Filemaker Pro, Lotus Notes, SAP, Indus/CMMS, Oracle, Remedy, Sybase, SAP, SMS, SQL, ODBC back ends Vantive & much more. Provide technical assistance in the integration & implementation of numerous 3rd party custom & web-based applications into the Common Operating Environment (COE).

It

Technical Lead / Site Mentor for Houston based BP Exploration Alaska helpdesk, created knowledgebase site documentation, developed action, disaster recovery, call logging, and troubleshooting procedures. Planning, Procurement, configuration, and troubleshooting of PC, Macintosh, custom built, CICS Terminals and UNIX workstations. Troubleshoot network printers/plotters/queue’s, LAN/WAN circuits, (including routers, multiplexers, switches & WAN interfaces), Radio, Telephony, & Video-Teleconferencing gear. OS support for Mac OS 7-8, Microsoft Win 9x, NT4 Server, IBM MVS/CICS, Digital VAX, UNIX. Application support: Microsoft Office Suite (Mac & PC), Project, Visio, Adobe products, Filemaker Pro, Lotus Notes, SAP, Indus/CMMS, Oracle, Remedy, Sybase, SAP, SMS, SQL, ODBC back ends Vantive & more. Provide technical assistance in the integration & implementation of numerous 3rd party custom & web-based applications into the BP Common Operating Environment (COE).(Aquired by WANG Laboratories)

Reston, Va, Us

Junior Team Member on Anchorage based BP Exploration Alaska Helpdesk and Desktop Support Teams, learned how to do enterprise level call logging, and troubleshooting, and how to create knowledgebase documentation, I was trained in action, procedures. Planning, Procurement, configuration, and troubleshooting of Macintosh, PC, Solaris, CICS Terminals and UNIX workstations. I troubleshot and repaired network printers/plotters/queue’s, LAN/WAN circuits, (including routers, multiplexers, switches & WAN interfaces), Radio, Telephony, & Video-Teleconferencing gear. OS support for Mac OS 7-8, Microsoft Win 9x, NT4 Server, IBM MVS/CICS, Digital VAX, UNIX. Application support: Microsoft Office Suite (Mac & PC), Project, Visio, Adobe products, Filemaker Pro, Lotus Notes, SAP, Indus/CMMS, Oracle, Remedy, Sybase, SAP, SMS, SQL, ODBC back ends Vantive & more. Provide technical assistance in the integration & implementation of numerous 3rd party custom & web-based applications into the new BP Wintel based Common Operating Environment (COE).

Service Dispatcher for Installation and Repair Service Technicians, performed call logging, basic troubleshooting, and how to create basic documentation, I performed scheduling, planning, procurement, configuration, and troubleshooting of Novell, PC, and associated networking gear. I did 1st level troubleshooting and performed builds, upgrades and repair of Compaq, HP, and IBM PC workstations. I provided OS support for Novell v4, Microsoft Win 9x(beta), NT4 Workstation and NT Server. Provide technical assistance in the integration & implementation of in house developed custom DOS & Novell based applications.

Phoenix, Az, Us

Service Dispatcher for Service Technicians, performed call logging, scheduling, planning, of Macintosh, PC, and associated networking gear repairs. I did 1st level troubleshooting and performed builds, upgrades and repair of Apple, Compaq, HP, and IBM PC workstations. I provided basic OS support for Macintosh, Microsoft Win 3.x, Novell and NT Server. Learned how to provide technical assistance in the integration & implementation of in house developed custom applications.Responsibilities grew to include the planning, scheduling and resourcing of the AIS Learning Centers in Anchorage, Fairbanks, and Juneau, for major clients such as ARCO, BP Exploration Alaska, the Municipality of Anchorage, and the State of Alaska.

Geology/Earth Science, General

High School, General Studies