Mark T Johnson Email & Phone Number

Madrid, Community Of Madrid, Spain

Greater Chicago Area

o Managed a team of senior Enterprise Supplier Managers responsible for third party relationships in support of technology operations for the enterpriseo Managed and approved third party risk deliverables and issues to ensure compliance with regulatory requirements, audits, Global Information Security (GIS) and Business Continuity assessmentso Responsible for Enterprise Critical third party relationships in support of Operations, including: Dell Technologies, NetApp, Oracle, Microsoft, AT&T, Cisco, IBM and otherso Facilitated escalations with senior executives, Global Procurement and GT&O Third Party Management to resolve outstanding supplier performance and compliance issueso Designed and Implemented processes and procedures to improve risk and compliance adherenceo Successfully completed multiple projects to roll out new Third Party Management and Global Procurement requirements to the team while maintaining high quality assurance scores o Negotiated and managed multi-million dollar enterprise licensing agreements and renewals

Chicago, Illinois, United States

Greater Chicago Area

GT&O Enterprise Vendor Manager• Key vendors in portfolio: Oracle Corporation; Splunk Inc; International Business Machines • Negotiation and management of multi-million dollar Enterprise Licensing Agreements and renewals• Governance responsibility for over 400 legal contracts• Development and implementation of vendor performance metrics and review process• Ensured that all regulatory and compliance requirements were fulfilled by the vendors• Key point of contact for vendor issues and escalations • Facilitated the review, approval and payment of vendor proposals, quotes and invoices

Greater Chicago Area

GT&O Problem Management Process Owner• Developed and implemented GT&O Problem and Incident Management policies along with supporting standards to facilitate standardized service delivery across all of GT&O• Designed and Implemented Problem Management process for the ITSM transformation project• Collaborated with senior leaders and vendors (BMC, Accenture and Ernst & Young) to develop ITSM transformation strategy• Managed client requirements with internal development and vendor teams to ensure they were successfully implemented in BMC ITSM Remedy and the Maximo Tivoli Service Request Manager (TSRM) Toolset• Implemented a Risk Level 1 and 2 Corrective Action Record (CAR) escalation process which resulted in a 90% reduction in the number of past due CARs• Developed and maintained senior management reporting for Problem Management• Improved existing internal Enterprise Problem Management processes and procedures• Developed and managed Problem Management Quality Control metrics as part of the GT&O Path to Strong initiative• Facilitated regular Voice of the Customer forums to communicate initiatives and solicit feedback with key client stakeholders• Managed the Problem Management aspects of the enterprise wide Severity to Priority migration project

Chicago Il

Merrill Lynch Service Management Transition Lead• Conducted transition assessments of Service Management processes, tools, vendors and support staff• Updated contractual licensing for Rational support based on the needs of the combined Enterprise• Successfully migrated Merrill Lynch ITSM Remedy users to the Maximo Tivoli Service Request Management toolset for Service Management• Provided management with the information required to select the best target state service management tool for the combined Enterprise• Forecasted and created project budgets for the transition project

Greater Chicago Area

Capability Deployment Program Lead• Worked with vendors and internal stakeholders to implement the IBM Maximo Tivoli Service Request Manager (TSRM) toolset. ITIL processed delivered were: Service Desk, Incident, Problem, Change, Service Level Management, Configuration Management and Asset Management• Performed a functional review of service management tools with a focus on IBM Maximo TSRM and BMC ITSM Remedy• Developed and Implemented metrics for the deployment of IT projects

Greater Chicago Area

Global Service Delivery - Vendor Manager• Managed IT suppliers to ensure service delivery in accordance with ITIL best practices • Delivered IT vendor services at 94% of contracted service levels • Held IT vendors accountable for service delivery at contracted service levels• Developed global supplier delivery model with supporting supplier SLAs• Refined contracted vendor SLAs based on Service Delivery performance• Held regular meetings with IT vendors to communicate areas of concern and partner towards effective service delivery• Communicated regularly with senior management on outstanding issues and resolution status• Facilitated sessions with vendors, suppliers, internal clients/stakeholders and management to improve service delivery and remediate issues• Designed and implemented standardized processes and procedures for vendors to ensure that the ITIL disciplines of Incident Management, Problem Management, Change Management and Service Level Management were implemented according to industry best practices • Facilitated vendor meetings to review adherence to change management, problem management and incident management processes• Developed and facilitated roadshow workshops to communicate the improved vendor governance model to business stakeholders and senior management

Greater Chicago Area

Blackberry Service Manager• Built and managed a global business critical Blackberry infrastructure for more than 3000 clients.• Facilitated development of Operational Level Agreements between the multiple departments needed to provide the service. These agreements brought the Blackberry service to an average of 99% uptime• Worked with Blackberry vendor to negotiate Global Licensing and support agreement for the Blackberry service

Coordinated the deployment of a hardware and software point of sale solution for over 1000 clients across the United States. Key task was managing installation tasks to ensure that system installation was successfully deployed within 12 hour installation timelineDesigned detailed graphical installation guide to minimize deployment issues caused by "green" technicians and provided support for deployment teams during off hours when IBM and vendor service desks were unavailablePerformed project management and record keeping functions Focused IBM service desk on any issues that arose during overnight installation so that any deployment support would be resolved prior to store opening

Masters Of Science, Information Systems Management

Bs, Operations Management