Mark Dunmire
Global Governance Manager, Operational Excellence at Tapestry- Claim this Profile
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Bio
Bassem Aboukhater
I had the pleasure to work directly with Mark and his team for a few years. Mark handled Incident, Change and Problem Management for the AMER region, not a small feat. A very hard working individual who made sure everyone covered their part as efficiently and effectively as possible. A strong communicator, Mark always strives to improve processes and is always making sure his team is learning and growing.
Janine Crafa
I had the pleasure of Mark being a member of my team as well as working closely with Mark when he internally transferred and managed our Incident and Process Management team. Our teams are within Customer Care and Mark embraced our mission and values to always provide the best customer experience for the Publicis Groupe agencies. He went above and beyond numerous times over weekends to ensure a building he supported that was experiencing extreme HVAC conditions putting IT and agency equipment in danger of overheating was up and running on Monday mornings. Mark is a very good listener who is open to feedback and making improvements to processes. He expands the dialogue to collect opinions and multiple view points and then quickly executes changes. Mark is also an eloquent writer who can simplify technical jargon into business speak, and explain processes and benefits of these processes to technologists. Mark's versatility and professionalism was a tremendous asset to our Customer Care teams.
Bassem Aboukhater
I had the pleasure to work directly with Mark and his team for a few years. Mark handled Incident, Change and Problem Management for the AMER region, not a small feat. A very hard working individual who made sure everyone covered their part as efficiently and effectively as possible. A strong communicator, Mark always strives to improve processes and is always making sure his team is learning and growing.
Janine Crafa
I had the pleasure of Mark being a member of my team as well as working closely with Mark when he internally transferred and managed our Incident and Process Management team. Our teams are within Customer Care and Mark embraced our mission and values to always provide the best customer experience for the Publicis Groupe agencies. He went above and beyond numerous times over weekends to ensure a building he supported that was experiencing extreme HVAC conditions putting IT and agency equipment in danger of overheating was up and running on Monday mornings. Mark is a very good listener who is open to feedback and making improvements to processes. He expands the dialogue to collect opinions and multiple view points and then quickly executes changes. Mark is also an eloquent writer who can simplify technical jargon into business speak, and explain processes and benefits of these processes to technologists. Mark's versatility and professionalism was a tremendous asset to our Customer Care teams.
Bassem Aboukhater
I had the pleasure to work directly with Mark and his team for a few years. Mark handled Incident, Change and Problem Management for the AMER region, not a small feat. A very hard working individual who made sure everyone covered their part as efficiently and effectively as possible. A strong communicator, Mark always strives to improve processes and is always making sure his team is learning and growing.
Janine Crafa
I had the pleasure of Mark being a member of my team as well as working closely with Mark when he internally transferred and managed our Incident and Process Management team. Our teams are within Customer Care and Mark embraced our mission and values to always provide the best customer experience for the Publicis Groupe agencies. He went above and beyond numerous times over weekends to ensure a building he supported that was experiencing extreme HVAC conditions putting IT and agency equipment in danger of overheating was up and running on Monday mornings. Mark is a very good listener who is open to feedback and making improvements to processes. He expands the dialogue to collect opinions and multiple view points and then quickly executes changes. Mark is also an eloquent writer who can simplify technical jargon into business speak, and explain processes and benefits of these processes to technologists. Mark's versatility and professionalism was a tremendous asset to our Customer Care teams.
Bassem Aboukhater
I had the pleasure to work directly with Mark and his team for a few years. Mark handled Incident, Change and Problem Management for the AMER region, not a small feat. A very hard working individual who made sure everyone covered their part as efficiently and effectively as possible. A strong communicator, Mark always strives to improve processes and is always making sure his team is learning and growing.
Janine Crafa
I had the pleasure of Mark being a member of my team as well as working closely with Mark when he internally transferred and managed our Incident and Process Management team. Our teams are within Customer Care and Mark embraced our mission and values to always provide the best customer experience for the Publicis Groupe agencies. He went above and beyond numerous times over weekends to ensure a building he supported that was experiencing extreme HVAC conditions putting IT and agency equipment in danger of overheating was up and running on Monday mornings. Mark is a very good listener who is open to feedback and making improvements to processes. He expands the dialogue to collect opinions and multiple view points and then quickly executes changes. Mark is also an eloquent writer who can simplify technical jargon into business speak, and explain processes and benefits of these processes to technologists. Mark's versatility and professionalism was a tremendous asset to our Customer Care teams.
Credentials
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edX Verified Certificate for AWS Cloud Practitioner Essentials
edXJul, 2023- Nov, 2024 -
IT Information Library Foundations Certification (ITIL)
AXELOS Global Best PracticeFeb, 2020- Nov, 2024 -
ITIL® Practitioner Certificate in IT Service Management
AXELOS Global Best PracticeAug, 2016- Nov, 2024 -
ITIL® Foundation Certificate
AXELOS Global Best PracticeJul, 2014- Nov, 2024 -
Apple Certified Support Professional
Apple, Inc.Dec, 2009- Nov, 2024 -
A+ Information Technology
CompTIAOct, 2009- Nov, 2024
Experience
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Tapestry
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United States
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Retail Apparel and Fashion
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700 & Above Employee
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Global Governance Manager, Operational Excellence
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Aug 2019 - Present
• Global IT governance process owner for $8B multi-brand Fortune 500 corporation engaged in design, manufacturing, retail and omnichannel marketing of luxury consumer products. • Led acceleration and risk management initiatives in IT Change Management, resulting in 52% reduction in enterprise error rates within 3 years, achieving a 99.34% Change success rate at a tempo of over 4000 changes per year • Successfully initiated enterprise Configuration Management Database (CMDB), with automated asset discovery and supporting governance process documentation • Initiated enterprise Center of Excellence and Configuration Control Board to facilitate collaboration beyond organizational silos. • Reduced meeting time requirements by 75% by streamlining change approval process to support acceleration while maintaining collaborative multi-level reviews • Introduced accelerated, simpler approval process for low risk changes, reducing Change meeting agenda by 25%, better aligning management attention with actual risk. • Designed and implemented orchestration of complex requests of up to 24 tasks across 18 specialized assignment groups, resulting in near-100% elimination of task omissions and errors. • Redesigned and optimized daily operations meeting to 15-minute stand-up. Developed and implemented live dashboard, resulting in improved focus and a 50% reduction in meeting duration, with estimated savings of 2,550 labor hours per year across the enterprise. (1.5 FTE). • Migrated required all-staff training to individualized online modules with linked exercise, automating compliance and completion records, and reducing training overhead resulting in a aggregated reduction of training time by an estimated 500 labor hours per year. Show less
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Prudential Financial
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United States
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Financial Services
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700 & Above Employee
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Incident Management Specialist
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Sep 2018 - Aug 2019
• Managed major global and regional IT incidents and events from alert/report stage through resolution. • Evaluated monitoring alerts and communication from business units and IT teams for severity, scope and impact. • Led and drove rapid multi-disciplinary global incident bridge calls. • Drafted and delivered incident communications and reports to business units. • Identified and reported recurrent and high-impact incidents for Problem Management follow-up. • Supported organizational transformation as subject matter expert in ServiceNow during preparation and rollout. Show less
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Publicis Groupe
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France
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Advertising Services
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700 & Above Employee
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Service Manager - IT Process Management
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Oct 2015 - Dec 2017
• Led and managed team of 5 IT professionals responsible for major Incident Management, Change Management, Problem Management, and Escalation Management for the leading global advertising and diversified communications enterprise with $16B market cap and 36,000 users at over 120 sites.• Achieved 75% reduction in rate of major incidents (Priority 1 & 2) within 24 months through partnership with functional leads and re-engineered and refocused Change Management and Problem Management practices. • Optimized after-hours and on-call response through follow-the-sun coverage and global process management integration• Optimized cross-functional training and experience by rotating all team duties on a weekly basis to demonstrate how different disciplines work together for continuous service improvement.• Promoted collaboration and situational awareness by initiating and leading twice-weekly meetings of IT and business stakeholders to discuss current and future projects Show less
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Service Consultant (supervisor-level), IT Process Management, North America
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Feb 2015 - Oct 2015
• Assembled and led cross-functional Incident bridge calls as major Incident manager.• Initiated Problem reviews and Root Cause Analysis, resulting in 35% reduction in major Incidents in 5 months.• Led IT disaster recovery/business continuity calls during major power outages and weather emergencies.• Led weekly Change Advisory Board and Problem Review meetings.• Led daily morning status calls of all IT service teams• Joint first prize, Publicis Groupe IT Innovation Awards, for service request process improvement proposals. Show less
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Senior IT Operations Analyst, Field Services
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Aug 2011 - Feb 2015
• On-site team leader for integration of strategic acquisition with enterprise IT services and standards, supporting and training end users, managing resistance and implementing customized solutions. • Significantly improved user satisfaction and experience through proactive, service-centric and high-touch approach.
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Education
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Pacific Lutheran University - School of Business
Bachelor of Business Administration - BBA, Business Administration and Management, General -
University of Minnesota
Social Work
Community
