Experienced IT Operations Manager

Mark Mardiros

Summary

Leadership and project management experience provide a strong combination of customer and service delivery focusing on information technology solutions, strategies, and operational support. Understanding components from the workstation, server, and overall infrastructure, allow for the proper direction and value to ensure the success of both the client and company.

Additionally, Operations Management, Project Management, Data Center Management, Help Desk, Disaster Recovery, Information Security, Audit Compliance, ITIL, Customer Relations, Budget/Cost, Process Improvement, Outsourcing, Change Management, Release Management, Configuration Management, Problem Management, Service Delivery Management have all been utilized.

Experience

Website Content Management Adviso, Inc 01/2008 – Present

Project Management, Search Engine Optimization Administration. Responsible for new client copy and content along with proper optimization to ensure delivery of client ROI.

Technical Delivery/Operations Manager Electronic Data Systems 11/2004 – 01/2008

Overall ownership and responsibility of Service Delivery for General Motors North America Windows OS servers. Focus of Change, Release, Configuration, Incident, and Problem management for all aspects of server. HW/OS, print services, line of business applications, data backup, capacity management, security, deployment, and upgrades.

• Director of EDS GMOL Global Change Management Review Board. Successful review and approval of 5000 plus

production change controls without incident and without loss of customer production or lost units.

• Weekly reporting to GM executive leadership relative to daily production support, incident, change, and problem

management.

• Leader of successful OS and hardware upgrade for General Motors North America Windows based servers with no

unexpected customer downtime and an increase in production uptime to 99.999 percent.

• Project Management Leader for successful relocation (from North America to Sao Paulo, Brazil), and

implementation of best shore solution for eyes on glass monitoring for all General Motors production servers.

Reduction of FTE by 50 percent equating to cost savings of 720,000 USD per year.

• Relocation leadership for best shore move of Customer Service Request Offering from US to Mumbai, India.

Competitive advantage and cost savings of 1,000,000 USD per year.

• Performance Management responsibilities for 25-30 server administration FTE’s, including people care, quarterly

reviews, hiring, firing, training, development, and salary administration.

Customer Delivery Manager Electronic Data Systems 02/2001 – 10/2004

Responsible for IT support for GM Vehicle Sales, Service, and Marketing locations across North America. This included server, workstation, WAN, LAN, and voice services, as well as Incident, Change, Release, and Configuration management.

• Lead project manager for quarterly ‘Blockpoint’ software application releases for 1700 plus end user

workstations. Success rate of 99 percent for each.

• Lead for multiple customer required projects involving the complete upgrade of all end user workstations,

inclusive of newly developed software applications, hardware upgrades, and security updates /patches. Success

rate of 99 percent for each.

• Weekly reporting to GM executive leadership relative to daily production support, incident, change, and problem

management.

• Daily management of technical support staff with a 98 percent successful resolution rate for a 1700 mobile

workstations user base. Completely transparent support staff training and on- call rotation.

• Management for all functions of people care including performance reviews, training, development, hiring, and

salary administration.

Operations Supervisor Electronic Data Systems 11/1997 – 01/2001

Supervisor of technical support staff providing both direct and remote support for 1700 GM Sales and Service Managers.

• Project Manager for deployment and direction of several successful large scale upgrades (one per year) at

multiple customer locations across North America for all end user workstation builds and application upgrades,

traveling to each location providing direct onsite focus and support.

System Administrator Electronic Data Systems 09/1994 – 10/1997

Customer deskside support for end user pc and peripherals.

Build and deployment of new end user desktop notebooks / desktops.

Remote support of mobile end user pc’s, including onsite rebuilds and software installation/testing.

Supported and/or Familiar Technologies

• Veritas Backup Exec

• Veritas Storage Exec

• BMC Patrol

• DoubleTake

• Dell Server Hardware

• Cisco Network Switches

• Microsoft Cluster Server for Windows OS

• Microsoft Office (Word, Excel, Powerpoint, Outlook)

• Windows XP, Vista

• Lotus Notes

Education

Bachelors Degree – University of Michigan

Contact this candidate