Mark Queen

IT&S ES Change Coordinator, USA at BP

Houston, Texas Area

Current
  • IT&S Enterprise Systems Change Coordinator, USA at BP
Past
  • BP Remote Resolution Team Manager (Technical Support Specialist III) at Getronics
  • Remote Resolution Technician (Technical Support Specialist II) at Getronics
  • Prudhoe Bay Unit IT Systems Project Coordinator: (Technical Support Specialist II) at Getronics
  • BP Amoco Gulf of Mexico Offshore Desktop Support Team Lead - Technical Support Specialist II at Getronics
  • BP Gulf of Mexico Offshore Desktop Support (Technical Support Specialist II) at Wang Global
  • Air BP / BP Marine Desktop Support (Technical Support Specialist II) at Wang Laboratories
  • Customer Support Specialist II at WANG
  • Customer Support Specialist II at I.NET
  • Customer Service Specialist at SAIC
  • Service Dispatcher / Project Coordinator at Network Business Systems
  • Service Dispatcher at Microage / AIS

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11 more...

Education
  • University of Alaska Anchorage
  • West Anchorage High School
Recommended
Mark has 9 recommendations 9 people have recommended Mark
Connections
143 connections
Industry
Information Technology and Services
Websites

Mark Queen’s Summary

I am a certified professional with a proven track record and extensive experience in Project Management, ITIL based Service Management, Infrastructure / Operations Management, Service Desk Management, Business Process Management, IT/Business Alignment, Network Management, Security, Customer Service, Leadership, and Backoffice Administration. While working in the Energy, Information Technology Consulting, Government, and Telecommunications industries.

I am a proven, seasoned, tested, yet energetic and enthusiastic team player. I never run from challenges. I am a recognized goals and results oriented performer with strong management, business, communication, organization, interpersonal and technology skills. I still love to get my hands dirty with the rest of the team. I am strongest in project management and client infrastructure service management using wintel software and hardware. In my current role of Infrastructure Leadership and Project Management I am learning new things each and every day.

I perform best in the private sector in a technical leadership - compliance role where advancement opportunities are based on tangible contributions to the organization’s success.

Mark Queen’s Specialties:

Project Management, Infrastructure Management, ITIL Service Management, Business Process Improvement, Business / IT Alignment, Customer Service Team Management, Procurement, Training, Audit, Security, Budgeting, Server Administration, Desktop Support, Service Desk

Mark Queen’s Experience

  • IT&S Enterprise Systems Change Coordinator, USA

    BP

    (Public Company; BP; Oil & Energy industry)

    April 2009 — Present (8 months)

    I mange the Change Coordination for Enterprise Services Application changes, primarily SAP in North America, by daily validating all Requests for Change (RFCs) generated within my region, I approve queries and provide guidance on process to be followed, I produce agendas, minutes and reports. I ensure that all requirements are completed prior to scheduling each RFC for it's weekly transport.I then manage approved RFCs to full closure status, by tracking them through implementation to conducting Post Implementation Reviews. I am responsible for providing progress reports on current status, operational issues, and system improvements. I train new rfc requesters in the process of Change and Incident creation within the Global Service Management System.

  • Information Center Consultant III

    Municipality of Anchorage

    (Government Agency; Government Administration industry)

    March 2007 — March 2009 (2 years 1 month)

    Supervising 13 subordinate personnel, in Desktop Support and Service Desk Teams.
    Responsible for developing team vision, setting priorities work and duty rotation schedules, facilitates team development and training, works within process to counsel and adjust employee performance, and develops job descriptions, works with manager to create staffing plans, set division budgets, organize division structure.
    Project Manager for Desktop Support and Service Desk.
    Prepares various reports, performs analysis, and develops SLA’s as well as other duties as required.
    Responds to escalated trouble calls and resolves or coordinates the resolution of system problems.
    Configures hardware, software and network facilities to support client department processing requirements and provides instructions for client use and maintenance.
    Coordinates the installation of end user equipment, and may perform equipment setup, software installation and user instruction.

  • ITIL Service Management - Change Manager

    BP

    (Public Company; BP; Oil & Energy industry)

    January 2006 — February 2007 (1 year 2 months)

    • I was the host for the Change Approval Board responsible for change policy compliance, process control review, release control management, & process compliance for Northeast USA / Canada Region (Downstream) US teams.
    • I daily validated all Requests for Change (RFCs) generated within my region, I approved queries and provide guidance on process to be followed, I produced agendas, minutes and reports. I ensured that all requirements are completed prior to scheduling each RFC for the CAB.I then managed the CAB approved RFCs to full closure status, by tracking them through implementation to conducting Post Implementation Reviews. I was responsible for providing progress reports on current status, operational issues, and system improvements.

  • Southern Region Desktop Services Manager (Interim)

    Getronics / BP Program

    (Public Company; 10,001 or more employees; Information Technology and Services industry)

    October 2005 — January 2006 (4 months)

    • Manage teams providing Administrative, Desktop PC, Service Logistics, Video-Conferencing, and Executive Conference support to BP contractors, staff, and executives in an enterprise environment.
    • Via extensive reporting, I benchmarked the teams and 3rd parties to ensure compliance with policy, procedure and infrastructure performance SLA and OLA objectives, achieving 95% SLA compliance to date.
    • I oversee the coordination of the regional safety, security, health, and environmental (HSE) programs.
    • I am a board member responsible for process control review, change control management, and ITIL & SOX compliance for Southern Region (Upstream) US Teams.
    • Maintained group knowledge base, Sharepoint site and asset management,
    • Coordinate procurement, disposal, SAN and Exchange Server storage quota management.
    • Maintaining >95% rating of excellent on Customer Satisfaction Surveys and meeting contract SLAs

  • BP Remote Resolution Team Manager (Technical Support Specialist III)

    Getronics

    (Public Company; 10,001 or more employees; GTN; Information Technology and Services industry)

    November 2004 — November 2005 (1 year 1 month)

    Manage 20 technicians providing tier 2 software support to BP end users and tier 3 to field technicians
    My team provides steady state Desktop Support via phone of the BP COE software environment (780 applications, 10 OS’s) while transitioning to the BPPassport (internal) & Passport Explorer (internet facing) environments (WXPsp2, Exchange/Server 2003, iPASS, IPSEC VPN, Linux HPC, and Citrix (ICA) Server.) in a enterprise-wide NT/Win2K/WinXP/Linux/UNIX environment.
    I benchmarked the team, 3rd parties and infrastructure performance for compliance with SLA and OLA, Via extensive reporting, and achieved 100% SLA compliance.
    Coordinated the safety, security, health, and environmental programs, process control review, change control management, ITIL & SOX compliance for the RRT.
    Created and maintained group knowledge base, SharePoint site and asset management,
    Maintained >95% rating of excellent on Customer Satisfaction Surveys and meeting contract SLAs.

  • Remote Resolution Technician (Technical Support Specialist II)

    Getronics

    (Public Company; 10,001 or more employees; GTN; Information Technology and Services industry)

    June 2003 — November 2004 (1 year 6 months)

    Provided steady state remote (via phone) desktop support in a enterprise-wide NT/Win2K/WinXP/Linux/UNIX environment.in support of the BP COE software environment (780 applications, 10 OS’s) while transitioning to the BPPassport (internal) & Passport Explorer (internet facing) environments (WXPsp2, Exchange/Server 2003, iPASS, IPSEC VPN, Linux HPC, and Citrix (ICA) Server.) also providing application and Operating System support for local and remote end users.
    I volunteered to coordinate the safety, security, health, and environmental programs, process control review, change control management, ITIL & SOX compliance for the Remote Resolution Team.
    Created and maintained group knowledge base, SharePoint site and asset management tool.

  • Prudhoe Bay Unit IT Systems Project Coordinator: (Technical Support Specialist II)

    Getronics

    (Public Company; 10,001 or more employees; GTN; Information Technology and Services industry)

    January 2003 — June 2003 (6 months)

    BP Exploration Prudhoe Bay Unit IT Systems Project Coordinator: (Technical Support Specialist II) Jan-June 2003
    Provided project due diligence reporting, and Desktop Support transition assistance for W2K & WXP client / server (W2KServer, Exchange 2000, W2003 Server), remote computing environment on BP's Alaska’s North Slope.

  • BP Amoco Gulf of Mexico Offshore Desktop Support Team Lead - Technical Support Specialist II

    Getronics

    (Public Company; 10,001 or more employees; GTN; Information Technology and Services industry)

    November 1999 — January 2003 (3 years 3 months)

    Gulf of Mexico Offshore Desktop Support Team Lead
    Managed a 6-person team coordinate IT scope of rig startups, moves, and de-mobilizations.
    Managed logistics of purchasing & deployment of pc, printing, & networking equipment, software & hardware rollout projects, inventory, logistics, and auditing.
    Interfaced and presented to BP GoM Senior management in meeting and conference settings.
    Developed and maintained group documentation and inventory, benchmarking, health, environment, safety program coordination for group, coordinate 3rd party contract firm relationships.
    Interfaced Infrastructure IT team Crisis Management and Emergency Response components with GOM, Crisis Management and Emergency Response team’s performance targets, achieving total compliance.

  • BP Gulf of Mexico Offshore Desktop Support (Technical Support Specialist II)

    Wang Global

    (Public Company; 10,001 or more employees; Information Technology and Services industry)

    November 1998 — November 1999 (1 year 1 month)

    Gulf of Mexico Offshore Desktop Support (+Server Administration, & Network Systems Analyst)
    OS support: BP COE Windows 95 & 2000 based, Palm, Solaris
    Platform support; Apple Desktop/Printers, IBM Notebook, Dell Desktop, Sun Workstation, IBM/Lexmark Printers, HP Printers/Plotters, Fiery Printers Tektronix’s Printers, Palm.
    Application support: Adobe products, AIM, Altirus Suite, Brio Query, Business Objects, Corel Draw, Crystal Ball, Crystal Reports, DEAP, Documentum, EDMS, ESSBase, FastTrack, Filemaker Pro, Filenet, Indus/CMMS, In-Site, Landmark Drilling Suite/DIMS, Legato Backup, Lotus Notes, MacAfee Anti-Virus, Macromedia Dreamweaver, Flash, Fireworks, Maximo, Microsoft Office Suite (Mac & PC), Access, FrontPage, InfoPath, LiveMeeting, Messenger, Project, Publisher, Visio, Netscape, Norton GHOST, ObjectFax, ODBC Connectivity, Oracle Client, PCAnywhere, Pride, Primavera, Reflections, Retrospect Backup, RightFax, SAP, SQL, Sybase, WinFax, WinZip, WordPerfect

  • Air BP / BP Marine Desktop Support (Technical Support Specialist II)

    Wang Laboratories

    (Public Company; 10,001 or more employees; Computer Software industry)

    November 1997 — November 1998 (1 year 1 month)

    OS support: BP COE Windows 95 & 2000 based, Palm, Solaris
    Platform support; Apple Desktop/Printers, IBM Notebook, Dell Desktop, Sun Workstation, IBM/Lexmark Printers, HP Printers/Plotters, Fiery Printers Tektronix’s Printers, Palm.
    Application support: Adobe products, AIM, Altirus Suite, Brio Query, Bloomberg, Business Objects, Corel Draw, Crystal Ball, Crystal Reports, DEAP, Documentum, EDMS, ESSBase, FastTrack, Filemaker Pro, Filenet, Indus/CMMS, In-Site, JD Edwards, Landmark Drilling Suite/DIMS, Legato Backup, Lotus Notes, MacAfee Anti-Virus, Macromedia Dreamweaver, Flash, Fireworks, Maximo, Microsoft Office Suite (Mac & PC), Access, FrontPage, InfoPath, LiveMeeting, Messenger, Project, Publisher, Visio, Netscape, Norton GHOST, ObjectFax, ODBC Connectivity, Oracle Client, PCAnywhere, People soft CRM, Pride, Primavera, Reflections, Remedy, Retrospect Backup, RightFax, SAP, SQL, Sybase, Vantive, WinFax, WinZip, Wise Package Studio, WordPerfect.

  • Customer Support Specialist II

    WANG

    (Public Company; 10,001 or more employees; WANG; Computer Software industry)

    January 1997 — November 1997 (11 months)

    Technical Lead / Site Mentor for Houston based BP Exploration Alaska helpdesk, created knowledgebase site documentation for BPXA helpdesk, developed action, disaster recovery, call logging, and troubleshooting procedures. Planning, procurement, configuration, demobilization, & troubleshooting of PC, Mac, custom built, CICS Terminals and UNIX workstations. Troubleshoot network printers/plotters & queue’s, LAN/WAN circuits, (including routers, multiplexers, switches & WAN interfaces), Radio, Telephony, & Video-Teleconferencing gear. OS support for Mac OS 7-8, Microsoft Win 9x, NT4 Server, IBM MVS/CICS, Digital VAX, UNIX. Application support: Microsoft Office Suite (Mac & PC), Project, Visio, Adobe products, Filemaker Pro, Lotus Notes, SAP, Indus/CMMS, Oracle, Remedy, Sybase, SAP, SMS, SQL, ODBC back ends Vantive & much more. Provide technical assistance in the integration & implementation of numerous 3rd party custom & web-based applications into the Common Operating Environment (COE).

  • Customer Support Specialist II

    I.NET

    (Public Company; 201-500 employees; Information Technology and Services industry)

    October 1996 — January 1997 (4 months)

    Technical Lead / Site Mentor for Houston based BP Exploration Alaska helpdesk, created knowledgebase site documentation, developed action, disaster recovery, call logging, and troubleshooting procedures. Planning, Procurement, configuration, and troubleshooting of PC, Macintosh, custom built, CICS Terminals and UNIX workstations. Troubleshoot network printers/plotters/queue’s, LAN/WAN circuits, (including routers, multiplexers, switches & WAN interfaces), Radio, Telephony, & Video-Teleconferencing gear. OS support for Mac OS 7-8, Microsoft Win 9x, NT4 Server, IBM MVS/CICS, Digital VAX, UNIX. Application support: Microsoft Office Suite (Mac & PC), Project, Visio, Adobe products, Filemaker Pro, Lotus Notes, SAP, Indus/CMMS, Oracle, Remedy, Sybase, SAP, SMS, SQL, ODBC back ends Vantive & more. Provide technical assistance in the integration & implementation of numerous 3rd party custom & web-based applications into the BP Common Operating Environment (COE).
    (Aquired by WANG Laboratories)

  • Customer Service Specialist

    SAIC

    (Information Technology and Services industry)

    1996 — 1996 (less than a year)

  • Service Dispatcher / Project Coordinator

    Network Business Systems

    (Privately Held; 11-50 employees; Information Technology and Services industry)

    January 1994 — September 1995 (1 year 9 months)

  • Service Dispatcher

    Microage / AIS

    (Information Technology and Services industry)

    1990 — 1992 (2 years )

Mark Queen’s Education

  • University of Alaska Anchorage

    1980 — 1996

  • West Anchorage High School

    Diploma , 1976 — 1980

Additional Information

Mark Queen’s Websites:

Mark Queen’s Interests:

Continuing Education, Dancing, Western Music, Photography, Travel, Baseball, Football, Horseback Riding, Biking

Mark Queen’s Groups:

IEEE, ITIL, NABSM,

  •    Project Manager Alliance!
  •    ITSM (ITIL) Professionals
  •    ITIL V2&V3 (5000+)
  •    Project Manager Networking Group
  •    American ITIL
  •    ITIL v2 / v3 Service Management (ITSM) and ISO 20000 + Subgroups
  •    Organizational Change Practitioners
  •    Wang Alumni
  •    Getronics Alumni
  •    NABSM.ORG - The National Association for Business Service Management
  •    Desktop Support Professionals
  •    Dallas Cowboys Fan Club
  •    BP PLC
  •    The ITSM Practitioner Alliance
  •    TEKsystems - Houston Network
  •    The way to get things done

Mark Queen’s Honors:

Top of Class, ITIL Foundations Course 2005
Operational Excellence Award - Q2 2003
South Pass Spill Response Team Award - 1998
Top of Class, State of Alaska Fire Academy Class of 1993

Mark Queen’s Contact Settings

Interested In:

  • career opportunities
  • new ventures
  • job inquiries
  • expertise requests
  • reference requests
  • getting back in touch

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