Mark Gallagher Sr

Experience

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  HPES

  Jun 2005 - Jun 2011

  Service Delivery Leader

  Manage the daily operations and support personnel at multiple sites in the central New Jersey area for over 5500 customers and over 2500 seats. Report directly to and serve as backup to the Site Manager. Primarily interact with NOC, engineering technical teams and insure consistent implementation of enterprise procedures at all sites. Coordinate with Site Operations Managers from other site in the NE Regions & enterprise and on occasion act as Regional Operations Manager. Act as Security Manager, coordinating with EDS, Government and subcontractors for entry for the NMCI contract. Function as liaison with Contract Technical Representatives (CTRs) and specialized technical teams. Insure that all sites meet the required Service Level Agreements (SLA). Provide routine and ad hoc reports for management utilizing Crystal Reports and the Remedy database. Show less

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  HPE

  Jun 2011 - Feb 2017

  Field Service Leader

  Effectively lead a team of desktop and network technicians to support 18K+ users and thousands of pieces network equipment in addition to providing support across multiple sites for services.Support incident manager on resolving, communicating, and escalating all critical issues to appropriate staff. Quickly identify and diagnose problems, complete preliminary steps to gather data and subsequently resolve or escalate the issue. Proactively refine documentation of systems/network, troubleshooting guides, policies, and procedures as needed. Fully comply with departmental processes such as conflict management, incident management, asset management, and change management. Diligently work to improve and develop new processes. Voting Board Member of FACT - a governing board that creates, updates and manages comprehensive processes and procedural documentation for field services throughout the enterprise. Show less

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  Retired

  Feb 2017 - now

  Manager