Mark Secrist

Background

About Mark Secrist

IT leader with a reputation for being a quick problem solver, confident, well organized, innovative team player. A managing business partner with over 23 years experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer support requirements. ITIL V2 Service Manager and V3 Expert certified. Areas of Strength Technical: IT Service Management ITIL V3 Service Strategy, Design, Transition, Operation, and Continual Service Improvement ITIL V2 Incident, Problem, Change, Release, Configuration Service Desk, Service Level, Capacity, Performance, Business Recovery, Financial, Availability Organizational Transformation and Performance Management Operational Assessment and Managed Service Provider Management Disaster Recovery and Business Continuity Planning A Dedicated Manager: In my prior role as IT OPS & Vendor Manager I was entrusted to develop and lead a 24/7 Service Desk team that supported a global workforce. In that time we brought on additional infrastructure and doubled the size of our customer base while consistently exceeding KPI expectations. This was accomplished largely through a dedication to effective communication, relationship management, continual training efforts, and trend analysis to identify efficiencies to do more with less. An Enthusiastic Leader: My professional and personal progression has been driven by my dedication to building community. I am a lifelong learner and am hungry for knowledge and enjoy the satisfaction of self-improvement. I have received top performer awards as an individual contributor and been recognized several times for leading successful projects and being an influential leader. I believe we make our own success by hard work and that dedication pays off for an individual and community as a whole.