Mark Gallagher Sr

Mark Gallagher Sr

Service Delivery Leader

Followers of Mark Gallagher Sr291 followers
location of Mark Gallagher SrToms River, New Jersey, United States

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  • Timeline

  • About me

    IT Manager/Field Services Leader/Service Delivery Leader/

  • Education

    • Ocean County College

      -
      Computer Technology/Computer Systems Technology
  • Experience

    • 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

    • 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

    • Retired

      Feb 2017 - now
      Manager
  • Licenses & Certifications

    • Sec +