Mark Corl

About Me

Technically sophisticated professional with an extensive career reflecting strong ethical and leadership skills. Qualifications include ServiceNow Administration, Consulting, Scripting, Operations, Information Technology and Problem Solving expertise. Embrace a Team-based work ethic with excellent interpersonal and communication skills.

ServiceNow Certifications:
• ServiceNow - CSA
• ServiceNow - CIS ITSM
• ServiceNow - CIS Customer Service

Core competencies:
• Consulting
• Development/Scripting
• ServiceNow Integrations
• Customer Service
• Agent Workspace
• Service Management
• Project Management
• Solutions Design
• Problem Solving
• Continuous Improvement

ITIL:
• ITIL v3 Certified
• Change Management
• Incident Management
• Problem Management
• Configuration Management
• CMDB

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Experiences

Covestic headquartered in Kirkland, WA, has deep expertise in IT Managed Services and ServiceNow as well as the key business processes that ServiceNow enables to include IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Security Operations (Security Ops) and Governance Risk and Compliance (GRC). As a partner vested in the ongoing success of their customers, Covestic offers expertise spanning implementation, roadmap planning, platform enablement and managed services for the ServiceNow platform and other IT Managed Services capabilities.

Manage nationwide Developer on Demand team, which is a subscription based manged service that supports ServiceNow for a growing list of new and continual nationwide clients. Oversee client contracts and work closely with sales and upper management to ensure our client's expectations are always met or exceeded. Maintain a high quality service with a focus on timely delivery to ensure the highest level of customer satisfaction.

Development and design on ServiceNow platform for a wide variety of projects and clients. Team lead for Developer on Demand, which is a subscription based manged service that supports ServiceNow for a growing list of new and continual nationwide clients.

Primary CMDB administrator, responsible for configuring thousands of CIs and relationships
Provide technical assistance and support to entire ITSM team
Responsible for overall development and implementation of custom ServiceNow solutions
Oversee all ServiceNow upgrades, patches and clones
Responsible for obtaining approvals for all proposed solutions and coordinating related meetings
Delegate development and projects to Sr. Solution Architect and tasks to Solution Architect
Author requirements and technical design documents for Business Units
Lead requirements meetings and technical discussions regarding ServiceNow
Responsible for managing projects and coordinating any parallel development with vendors
Provide team leadership for Sr. Solution Architect and Solution Architect
Technical lead for all ServiceNow projects, including all development and administration.

Coordinate UAT for internal and external users
Escalate advanced issues through HI tickets at ServiceNow
Assist manager in interviewing and building newly created ITSM team
Primary support contact and CMDB administrator for ServiceNow
Work closely with manager to gain customer approval of proposed solutions
Attend all requirements meetings and technical discussions regarding ServiceNow
Design, implement and maintain all ServiceNow solutions
Primary developer and administrator for ServiceNow.

Primary developer for all Xerox VIPP applications
Build, import and maintain entire CMDB
Maintain and Administer ITIL processes and applications for Service Management Suite
Migrate multiple databases into COTS solution
Coordinate implementation and administration of commercial IT Service Management Suite
Design and implement code in several different programming languages including HTML, CFML, ColdFusion, SQL, JavaScript, Unix Script and Xerox VIPP
Key role in ServiceNow development and implementation during 2011
Primary ServiceNow developer and administrator. Responsibilities include system administration, web development, software development, authoring supporting documentation and implementation of COTS packages. Closely work with vendors on various projects and implementations. Develop and administer training for multiple IT groups.

Develop, maintain and build tools to integrate with the Incident management system
Coordinate implementation of new Change Management procedures
Provide miscellaneous professional technical assistance and training as needed
Develop web pages that interact with the current Change Management databases
Design & build Operations Automation & integration tools as needed
Create and administer multiple databases for Change Management System
Design, implement and maintain functionality of Change Management and Incident Management Systems
Design and implement code in several different programming languages including HTML, CFML, ColdFusion, SQL, JavaScript, Unix Script and Xerox VIPP
Responsible for the development and implementation of select software and hardware infrastructures and ensure that performance and service level requirements are being met. Responsibilities include Change and Incident Management, web development, software development and implementation, hardware configuration and integration, supporting documentation and providing technical assistance and training as needed.

Thorough understanding of critical production and processing cycles, client processing profiles, SLAs and associated deliverables
Spearheaded integration of Copy Center into IT Operations
Perform in-depth scheduling activity for all processing platforms and support special scheduling requirements (i.e. holiday, year-end, physical inventory, etc.)
Responsible for fielding inquiries, requests and problem reporting from the user community and ensuring prompt response and follow-up
Responsible for the accuracy and maintenance of the Production Scheduling Database, Calendars and Operational Schedules
Perform database activities and modifications in the production scheduling system (BL/SCHED, Maestro) based upon production, departmental and/or user requirements or requests
Responsible for providing efficient event Scheduling/Production Control in support of Service Level Agreements and Operational, Systems & Programming, client and store requirements. Setup and maintenance of nightly production job schedules along with documentation and turnover of all activities.

Determine development needs and administer quality training for staff
Handle complex production and operational problems requiring individual judgment and latitude for independent action to solve problems
Authorize vendor service calls to resolve hardware/software problems
Establish and maintain contact with IT management and end users regarding production problems
Oversee and approve building/hardware maintenance and installation during assigned shift
Determine appropriate course of action during hardware/software problem situations
Delegate tasks to junior personnel and ensure they are performed on a timely basis
Oversee shift operations in the absence of the shift supervisor
Provide leadership and on site management in the absence of the supervisor or manager of computer operations. Spend 40% of the time (2 days out of 5) acting as the supervisor in charge, representing the only data center management on site. Work on projects assigned by the shift supervisor or manager of computer operations.

Establish and maintain contact with IT management and end users regarding production problems
Insure proper policy and procedure training occurs for new data center personnel and current junior data center personnel
Identify processes that do not meet the needs of the data center and escalate to the appropriate support team
Regularly interrogate systems and processes
Maintain a working knowledge of all environmental devices in the data center (HVAC, Halon system, UPS, UM4100 Monitor)
Run operations in the absence of direct shift supervision
Responsible for operating the computer and peripheral systems according to detailed instructions as specified by each job’s requirements and those of the shift supervisor or most senior operator.

Control workload processing in a multi-platform computer operations environment
Have a working knowledge of all environmental devices in the data center (HVAC, Halon system, UPS, UM4100 Monitor)
Process data in a timely and efficient manner, print reports, confirm quality control and the distribution of output media
Maintain knowledge of critical systems contingency procedures (i.e. Force ACS Contingency, Troubleshooting, Telephony and VRU)
Responsible for operating the computer and peripheral systems and performing subsidiary computer room functions under the supervision of a lead operator and/or the operations supervisor. Performed multiple tasks in a multi-tasking environment.

Skills

SDLC
CMDB
Customer Service
ITIL
ITIL v3 Foundations Certified
Databases
Team Leadership
Change Management
Incident Management
HTML
Microsoft Office
JavaScript
Project Management
SQL
Integration
Process Improvement
Data Center
Continuous Improvement
IT Management
IT Service Management
Agile Methodologies
Scrum

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