Markus Harris Email & Phone Number

Canton, Ga, Us

Jacksonville, Fl, Us

El Segundo, Ca, Us

Hired to institute Problem Management across the enterprise with over 40,000 users. After successfully launching Problem Management, was asked by C-Level Leadership to create and manage the Service Management Office. Directed a 5-man team that is responsible for the daily operations of Incident, Problem, KCS and acted as the liaison between the IT Tech Services Division and the ServiceNow Development team. Managed multiple MSPs via daily operational and project-related efforts. Ensured that enterprise-wide SLAs were adhered to by creating and providing ITSM governance.  Created SOPs for Incident, Major Incident & Problem Management Managed the team that implemented Knowledge Centered Service resulting in a robust Knowledge base Created and maintained ITSM budget and was a direct point of contact for multiple vendors Oversaw and lead the project efforts to get the company’s ServiceNow instance closer to out-of-the-box by reducing unneeded fields on the Location & User tables Instituted the following into the ServiceNow PROD environment; Problem Management, optimization of the Incident form, Major Incident module, created baseline task flows for the Service Catalog, launched Agent Workspace, introduced ServiceNow Mobile functionality, platform upgrade to San Diego and kicked off efforts to begin measuring Customer Experience via XLAs

Milwaukee, Wisconsin, Us

Tasked with simultaneously serving as a key member of both the operational and enterprise teams. Challenged to be a single point of contact for high-priority client-facing outages. Accountable for analyzing incidents, driving problems to a root cause, and coordinating actions for permanent resolutions, providing final reports to C-Level leadership. ➣ Performs reviews with executive staff and technical SMEs, providing service improvement recommendations with the solutions obtained from technical teams for critical departments and/or business units.➣ Orchestrates and implements preventative measures to reduce major incidents and minimize impact in a complex environment using the ITIL process. ➣ Instrumental in keeping Fiserv in good standing with the top 100 financial institutions by proactively identifying problems, resulting in a significant cost savings. ➣ Consistently selected as the only team member to achieve 'Exceeds Standards' at year-end evaluations.➣ Recognized by senior leadership for regularly meeting OLAs and exceeding KPIs.

Houston, Texas, Us

Promoted to direct a 30-person IT support team spanning the server and storage towers business units, dedicated to providing remote IT support to Fortune 100 customers with DataCenter Care and Mission Critical contracts. ➣ Collaborated with the VP and Director-level Managers to drive continuous improvement initiatives to streamline processes and improve overall productivity on both teams. ➣ Helped lead the training of hundreds of Associates following a company-wide migration to Salesforce.com. ➣ Earned commendation for consistently maintaining SLA while meeting or exceeding established KPIs. ➣ Led the recruiting, hiring, training, and development of the staff with a focus on employee retention.

Houston, Texas, Us

Brought on board as a front-line Technician and an integral member of a dedicated six-person Hyperscale team. Recognized as a “go-to” technical resource in supporting hundreds of enterprise clients in resolving complex IT issues. Engaged directly with multiple internal account teams to ensure a consistent level of customer service excellence. ➣ Hand-picked by leadership to serve as the Hyperscale Team Lead while simultaneously acting as a backline resource for the HPC team, assisted leadership with the training and mentoring of new hires. ➣ Primary point of contact for key global accounts, including HPE’s largest government client.➣ Selected multiple times to provide guided tours to HPE’s visiting corporate executives.

Us

Charged with providing hands-on support to over 50 small and medium-sized business clients as part of a growing IT consulting company offering IT managed and professional services to a diverse client base. Delivered daily monitoring and 24x7 support while maintaining hardware, servers, systems, and key application processes.➣ Accountable for ensuring the client’s networks remained secure and stable, proactively troubleshooting network or application issues as needed. ➣ Worked collaboratively with clients onsite to understand their environments and identify potential IT needs, developing a comprehensive plan to address and resolve any problems.

West Point, Ga, Us

Promoted to spearhead the school’s successful growth in expanding its campus footprint to Peachtree City, Georgia, Savannah, Georgia and West Point, Georgia. Led the planning, logistics, and implementation of IT hardware and software required for the new campuses. Managed multiple vendors and suppliers during the IT move and integration.  Oversaw and maintained 30+ servers across four campuses in support of up to 2,000 students and staff.➣ Implemented a new ERP system campus-wide and upgraded outdated network infrastructure, resulting in a significant increase in network productivity for students and staff. ➣ Facilitated the contract negotiations for the University’s long-term printer solution with HP and other vendors.

West Point, Ga, Us

Hired to serve as the Director’s “right-hand”, closely monitoring and proactively troubleshooting a complex network on two geographically dispersed campuses. Supervised a 3-person team while directing the IT helpdesk and maintaining strict network security processes and procedures, in the first civilian job after military service. ➣ Oversaw and managed the daily network needs of 1,500 users and maintained ten business-critical applications across 16 virtual servers, while simultaneously attending school full-time.

Arlington, Virginia, Us

Earned fast-track promotions with increasing leadership responsibility. Supervised a 10-person team of IT professionals dedicated to monitoring and maintaining the company’s communication security network. Leveraged comprehensive security scans to sustain network integrity and to ensure strict information assurance regulation compliance of all users and hardware. Held secret security clearance and honorably discharged.

Arlington, Virginia, Us

Ensured daily access to non-secure and secure networks for over 100 users. Oversaw and implemented computer software updates to ensure users and systems remained compliant with all rules and regulations. Led a four-man team in a remote location on the Iraq/Iran border for six months, transmitting highly classified data to leadership in Baghdad. ➣ Consistently monitored and maintained Local Area Networks (LANs) with 98% connectivity.

Arlington, Virginia, Us

Supervised a high-volume helpdesk by monitoring, maintaining, and conducting network troubleshooting on hardware, operating systems, and internal applications. Implemented a new process and control policy that streamlined and improved the department’s operational procedures and tracked all surfaced issues.

Arlington, Virginia, Us

Installed, operated, and performed maintenance on multichannel, line-of-site, and tropospheric scatter communications systems, communications security devices, and associated equipment.

Bachelor Of Business Administration - Bba, Computer Information Systems

Associate Of Arts - Aa, Individual Studies - Graduated Cum Laude