Manager Support

MARK ALLEN SHEVCHENKO

Munster, IN *****

***************@*****.*** 219-***-**** www.linkedin.com/in/mark-shevchenko

Provide IT-infrastructure support across all platforms in fast-paced fortune 100 corporate atmosphere. Leverage project management skills to focus on ever-changing IT-support needs with emphasis on team guidance and direction.

Operational task execution and performance improvements through proper escalations to drive customer sentiment with proper support alignment.

IT Infrastructure Manager

Improve Operational Service & Delivery

Expertise in:

●Service Delivery

● ITIL Alignment

●Vendor Management

●Service Escalations

●Network Operations

●Strategic & Operational Planning

●Change Management

●Infrastructure Design & Build

●Disaster Recovery

●Outage Recovery Coordination

●Customer Sentiment Improvement

●Project Management

●Audit Management

Budget Review

PROFESSIONAL EXPERIENCE

UOP / Honeywell, Des Plaines, IL

Central IT Operations District Leader (2015 – 2017)

●Manage all IT Infrastructure services and assets at Honeywell business sites for 4-state region, covering 22 manufacturing sites with asset count of 4K items. Presented operation status during daily support team and management meetings for tier accountability. Maintained tactical teams drove strategy to desired levels of operational execution for project and infrastructure support reviews.

●Manage District IT support team of 15 technical employees and vendors.

●IT Site Operation Manager covering all Infrastructure systems for 1,900 employees.

●IT Data Center Manager for supported business.

●Guaranteed customer satisfaction to designated support levels by conducting surveys and hands-on customer reviews and collaborating with technical teams.

●Certified day-to-day support needs and project tasks were reviewed and met at proper levels by conducting daily meetings.

●Ensure proper corporate support footprint by managing and supporting all aspects of IT Enterprise Project from inception to implementation.

●Ensure team members knew expectations by maintaining open-door communication and requesting clarification of anticipated outcomes.

●Ensure business needs were met by reviewing and approving all IT infrastructure changes to the environment.

●Resolve or escalate all infrastructure issues and incidents to key support personnel for vendor support tasks, ensuring outages were reviewed and resolved in timely matter for stated SLAs and customer satisfaction.

●Provided onsite project management support, ensuring infrastructure project teams Managed Service Provider (MPS) met company’s deployment objectives.

●Project Management coordination with support vendors, Network-AT&T, Server-Capgemini, and application-NTT Data.

●Infrastructure Change Management review and approval for vendor supported, ERP and Non-ERP applications.

●Change Management review and approve for all IT Infrastructure changes affecting multiple regions.

●Manage IT Infrastructure services and resources through IT Managed Service Providers (MPS) AT&T, Capgemini, and NTT Data.

●24x7x365 outage support and management for global operations using the Follow the Sun Model.

●ITIL Foundation V3 Certified ensuring ITIL standards are being followed for all IT Infrastructure related processes.

●Operations support management of Microsoft Office 365 migration for end users.

●Support migration of Azure Microsoft OneDrive system for SharePoint and e-mail.

●Coordinate, supervise, and participate in audit examinations of site specific controls including company data center, local area networks, and server operating systems with business applications.

●All network (LAN/WAN), business workstations and laptops, including Process Control Networks (PCN) for control implementation and review.

●IT audits which include physical security controls for data centers and all IT controlled rooms.

●Engage and review controls and findings with vendors as needed for remediation.

●Collect and evaluate evidence of the sites information systems, practice, and operating procedures to form options to report to management.

●Engage and review controls and findings with vendors as needed for remediation.

●Engage company IT and site management to review and update any audit controls if needed.

●Review control findings and resolve in specified remediation schedule.

●Responsible to participate and manage 22 site IT audits scheduled by corporate.

Regional IT Ops leader (2006 – 2015)

●Supervised 20 sites in 20-state region with asset inventory of over 3.5K items managing Regional support team. Aligned goals with business divisions to guaranteed high customer satisfaction.

●IT Site Operation Manager covering all Infrastructure systems for 1,900 employees.

●IT Data Center Manager for supported business.

●Complied with global requirements and standards by supporting infrastructure projects, including network, hardware, and telecommunication equipment throughout entire enterprise.

●Coordinated all site outage support teams, ensuring proper visibility and updates communicated to key individuals.

●Participated in weekly change management meetings and reviewed IT infrastructure changes, certifying proper review and exposure before approval process.

●Met standards and enhanced customer satisfaction by leading weekly project meetings and reviewing progress and project schedules.

●Certified upper management was kept abreast of ongoing projects by conducting daily meetings, reviewing recent outages and issues, and providing status updates.

●Safeguarded successful implementation and support standards were enforced and realigned by conducting daily meetings with senior management and key IT support personnel.

●Organized and participated in corporate data center’s quarterly maintenance testing, certifying designated support vendors test 130 business critical applications and key customers are notified throughout process.

●Ensured server and applications were not vulnerable to virus and malware attacks by applying monthly SBG server patching focal to correct server levels.

LAN / WAN Network Engineer (1998 – 2006)

●Network support for all corporate site locations within the Continental USA covering all network router/switch, wireless, and ISP communications.

●Project management and support of ATM, frame relay, MPLS, and Ethernet networks. Support of corporate firewall including VPN support for all domestic and international site. Implementation and maintenance of wire and fiber infrastructure for voice and data networks at remote site locations.

●Support across all US site interacting with site and business leads ensuring all network capabilities were met.

●Project Manager for all aspect of $1,500,000 Cat 5 network and analog cable infrastructure installation for satellite chemical manufacturing sites and lead Project Engineer for network upgrades and connectivity for specific business acquisitions.

●Corporate Change Manager responsible for Infrastructure change review and approval.

EDUCATION

BS, Telecommunications Management, DeVry Institute of Technology, Lombard, IL

TRAINING AND CERTIFICATIONS

National ITR Apprenticeship System (NITAS) Project Management Level 1, Honeywell, Des Plaines, IL

ITIL Strategy, Service, Design, Service Transition, Operations, and Foundations Certification, Pink Elephant, Chicago, IL Six Sigma Green Belt, Honeywell, Morris Town, NJ

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