Mark Strachan Email & Phone Number

Reston, Va, Us

Drive a diverse matrixed team to provide operational excellence and Service Delivery related to a multi-million dollar IT infrastructure. Support a re-engineering project that spans across the entire ITSM stack for Network, Voice and Security teams for a US local government client. I am in a client relationship management role responsible for directing and sustaining operations with an objective to meet and exceed the Service Level Requirements in accordance with the contract.

95877 Bezons, Fr

Drive a diverse matrixed team to provide operational excellence and Service Delivery related to a multi-million dollar IT infrastructure. Support a re-engineering project that spans across the entire ITSM stack for Network, Voice and Security teams for a US local government client. I am in a client relationship management role responsible for directing and sustaining operations with an objective to meet and exceed the Service Level Requirements in accordance with the contract. I have specific responsibilities for delivery of all Voice Services from Atos to the client.

Blue Bell, Pennsylvania, Us

Led global service desk, which included knowledge and request management. Service desk was comprised of 4 primary call centers in USA, Brazil, Hungary, and China which supported 15 languages.Selected accomplishment:• Initiated offshoring of US service desk, prompting estimated savings of $500K in first 4 months.

Blue Bell, Pennsylvania, Us

Operated as single point-of-contact to the business and managed all service delivery for ACSC. Managed high volumes of projects including VMWare to Hyper-V migration, SCCM 2012 implementation, TLS remediation, and Turbonomics implementation, various Server OS upgrades, and small data center infrastructure consolidation. Supported major data center relocation from Los Angeles, CA to Coppell, TX. Led Riverbed appliance replacement and ongoing PC / printer refresh. Conducted VeriFone rollout to SoCal locations along with mobile hotspot replacements. Planned and executed many office relocation and facility upgrade projects. Selected accomplishments:• Implemented several process efficiencies, reducing costs and improving technician performance by employing data analytics reporting.• Exceeded all SLA targets and CSAT goals for account by leveraging continual service improvement and governance methodologies.

Performed as a key member of the strategic business unit for delivering services to Allergan Inc., a $25.9B multi-specialty healthcare company in US, Europe, Latin America, and Asia Pacific). Played pivotal role in transition from internal Allergan IT to Xerox ITO organization.

Managed IT infrastructure for city of Irvine (including public safety) with team of 5 network engineers. City data center contains over 100 servers, 5 EMC SANs, and 60+ network devices, which support city hall as well as more than 20 remote locations and 1.2K users.

Managed the IT infrastructure for the Orange County Data Center (OCDC) through several cross- functional teams composed of 45 Security, WAN, Server, Networking and Deskside engineers. The OCDC houses over 400 physical and 200 virtual servers and supports over 20 County agencies.

2 Years Towards Bs, Computer Engineering

Bs, Information Technology