Mark Glenn

About Mark Glenn

I am a strategic and results-oriented IT professional with successful years of experience in leading teams, developing and implementing IT support strategies, and driving organizational growth. Proven track record of optimizing IT operations, enhancing service delivery, and fostering a culture of innovation. Skilled in stakeholder engagement, policy development, and budget management. Adept at leveraging technical expertise and leadership acumen to deliver impactful results in dynamic environments. Committed to promoting diversity, equity, and inclusion initiatives within organizations. Seeking to leverage comprehensive skills and experience as a Senior IT Manager to drive strategic IT initiatives and achieve organizational objectives.I am exceptionally resourceful in problem-solving and accomplished in identifying and presenting solutions to complex challenges.I am highly skilled in IT support management, team leadership, strategic planning, project management, policy development, stakeholder engagement, budget management, diversity & inclusion advocacy, technical troubleshooting, service level management, change management, vendor management, it governance, risk management, process improvement, cross-functional collaboration, it infrastructure management, incident management, cloud computing, network security, data privacy compliance, disaster recovery planning, business continuity planning, performance monitoring, resource allocation, training and development, decision making, communication skillsI love to connect with people and am on a continual quest for knowledge and experience, as you can see in my profile. I would love to get to know you better!Feel free to connect with me today.

Experience

1. Manager Information Technology Support Services

   Kaiser Permanente

   Aug 2020 — Present · US

   Leads a team of IT support professionals in providing technical assistance and troubleshooting expertise to end-users, ensuring prompt resolution of IT-related issues and minimizing downtime, resulting in improvement in overall service levels.Develops and implements IT support policies, procedures, and best practices to standardize service delivery and ensure compliance with industry regulations and organizational standards.Oversees the daily operations of the IT support team, including scheduling, workload management, and performance monitoring, optimizing resource allocation, and maximizing team productivity.Manages IT support ticketing system, prioritizing and assigning tickets based on urgency and impact, achieving a 95% resolution rate within established SLA (Service Level Agreement) targets.Evaluates and recommends IT support tools and technologies to streamline workflows and enhance service delivery, implementing automation and self-service solutions to improve incident resolution times and user satisfaction.

Education

• Devry institute

  none, Computer/Information Technology Administration and Management

  2006 — 2006

• Computer Education Institute

  Certificate of Completion, Network adminstration

  2000 — 2001

• Colorado Technical University

  Bachelor of Business Administration - BBA, Information Technology

• Colorado Technical University

  Bachelor of Business Administration - BBA, Computer and Information Sciences and Support Services