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Mark Corl

Sr. Technical Consultant at Covestic

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Mark Corl
Canal Fulton (44614) United States (Ohio)
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Professional Status
Employed
Open to opportunities
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
Resume created on DoYouBuzz
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.
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