Hayden Marks

As the Operations Manager, my primary responsibility entails offering technical counsel and stakeholder guidance to the customer concerning all operational facets. This encompasses the diligent management of a 24/7 service desk, ensuring its seamless functionality. Moreover, I assist with the customer to overseeing strategic partners meticulously ensuring the upkeep of operational tempo and the prioritization of mission-critical endeavors. Additionally, I providing advice to the Defense customer advisory board within the change management process as an advisory resource to the customer, alongside assuming the pivotal role of technical lead advisor during high-priority incidents.

In pursuit of these responsibilities, I have achieved notable milestones, which I highlight below:

Key Contributions:

• Health Checks Scripts Implementation: Conceived and implemented a suite of health check scripts spanning the customer's operational environment, yielding a discernible reduction in service and hardware outages. This proactive initiative precipitated a notable decrease in Priority 2 incidents, thereby augmenting operational resilience.
• Business Continuity Plan (BCP) Implementation: Pioneered the formulation and subsequent implementation of a comprehensive Business Continuity Plan encompassing all enclaves pertinent to the customer. This strategic blueprint ensures operational continuity and resilience in the face of unforeseen adversities or catastrophic events.
• Redesigned Backup Solution: Effectuated a comprehensive overhaul of the extant backup solution, thereby endowing it with the capability to execute daily and weekly backups. This revamped solution augments data protection and facilitates expedited service restoration, thereby curtailing downtime and fortifying the customer's business continuity posture.

These accomplishments underscore my unwavering commitment to proactively enhancing operational efficiency, resilience, and service delivery standards for the customer.

• Led the development and maintenance of Fleet Information Environment (FIE), ensuring seamless operations and support.
• Provided Level 3 incident management, swiftly resolving critical issues to minimize downtime and enhance system reliability.
• Oversaw Virtual LAN moves of FIE systems, ensuring efficient transitions and minimal disruption to operations.
• Served as a Project SME, offering expert consultation and guidance on FIE-related projects.
• Developed and implemented the Core FIE Filer Solution, improving data management and accessibility for the organization.
• Successfully created and managed a brand-new team, establishing processes and functions to ensure operational efficiency and team cohesion.

• Led a team of service desk professionals, providing guidance and support to ensure timely resolution of technical issues and exceptional customer service.
• Managed and maintained IT service operations, including incident management, request fulfillment, and escalation procedures, to meet service Health indicators (SHis) and deliver high-quality support.
• Developed and implemented service desk policies, procedures, and standards to streamline operations and improve efficiency.
• Conducted performance evaluations, provided feedback, and identified training needs to enhance team performance and professional development.
• Collaborated with cross-functional teams to identify and implement process improvements and technology solutions to optimize service delivery.