Marc Fergus
Fort Worth,TX
Summary
Dynamic Technology Services Manager with extensive experience at BNSF Railway, excelling in Tier II support and application management. Proven leader in cloud infrastructure initiatives, driving team performance and achieving significant service restoration outcomes. Adept at data analysis and fostering collaboration, ensuring operational excellence and customer satisfaction in high-pressure environments.
Overview
32
32
years of professional experience
Work History
Manager II TSOC Transportation/EAM Desk Operations
BNSF Railway
04.2013 - Current
- Manage a team of 14 Technical Analysts on the Transportation Helpdesk, providing Tier I and Tier II support for TSS as well as all Transportation desktop and Mobile applications: Mainframe, TSS Xpress, TY&E, Train, Intermodal, Waybill, Crew, Service Scheduling, GRIT and Dispatch. Also supporting all BNSF employees with their assigned Web Based Training & Requirements.
- Manage a team of 2 employees, Providing support for our BNSF Engineering Employees with the Engineering Asset Management (EAM) & Time and Expense (T&E) applications, as well as all Engineering Mobile Applications.
- Serve as the governance entity on BNSF’s behalf for our Tech Mahindra Helpdesk agreement, ensuring that SLAs are obtained and guidelines are being met.
- Interface with Technology Services, Development, and Application teams to ensure support models are considered and in place prior to application enhancements or new applications coming online.
- Work jointly with TS teams on viable Cloud infrastructure migrations and opportunities to recognize cost savings.
Manager TSOC Operations Manager
BNSF Railway
10.2012 - 04.2013
- Responsible for ensuring crisp execution of troubleshooting, coordination, restoration of service, and communication of business impact.
- Ultimately responsible for ensuring execution of all workflow aspects during system outages including tracking, notification, escalation, documentation, and communication of business impacts are being performed with urgency.
- Responsible for the management, prioritization, and resolution of multiple simultaneous system outages to minimize customer impact.
- Provide documented and measurable performance evaluations, provide development opportunities and career guidance to employees, communicate directly with all management levels, and direct the activities of all shift personnel.
Manager I V&V Field Team Manager
BNSF Railway
04.2010 - 10.2012
- Assist in the daily support activities of implementing BNSF’s PTC initiative – which included validating critical assets, signal wayside inputs, and route/speed data pertaining to the PTC onboard track database.
- Managed the data and documentation associated with PTC track database validation while tracking and documenting any defects associated with the track databases.
- Responsible for coordinating all V&V testing activities with applicable field forces.
- Support problem resolution process to correct abnormalities, working closely with NOC, Signal, Telecom, Mechanical, vendors, and other personnel as necessary.
- Execute the PTC Implementation Plan to ensure on time delivery within budget guidelines and communicate any issues and risks associated with the PTC project.
Sr. Technical Analyst II
BNSF Railway
Ft. Worth, TX
07.2008 - 03.2010
- Accept accountability for the successful operation of shifts for a 7day/24 hour Operation within the Technology Services and TSOC organizations.
- Organize and guide forces and activities to attain the current Customer Satisfaction Index goals.
- Work with multiple service suppliers as well as BNSF second level support to coordinate prompt and proactive problem response and resolution of all mission critical problems that impact train movement, safety, and/or loss of revenue.
- Provide technical assistance, direction, support and consulting to customers, employees, and suppliers.
- Provide proactive monitoring of enterprise-wide system components and mission critical applications.
- Own and be responsible for the proper execution of the problem management process including the escalation and timely resolution of all issues.
- Drive the problem management process for all internal issues and govern all service providers’ problem response and management.
- Lead the effort in identifying and analyzing problem trends.
- Develop and implement solutions to highly complex support issues.
- Participate with management in defining, developing and executing plans to accomplish support objectives.
- Participate in managing critical system outages, make decisions on impact to business, who should be involved, next steps, etc.
NCS Supervisor
BNSF Railway
Ft. Worth, TX
11.2005 - 07.2008
- Responsible for supervising, coordinating and implementing maintenance and problem resolutions activities on BNSF’s train control network to ensure safe and efficient movement of train operations.
- Interfaced between Railroad operations, Signal Engineering & Signal Field Operations, Telecommunications Engineering and Telecom Field Operations.
- Supervised Control Systems Signal Electronic Technicians in support, maintenance, and technical aspects of train control dispatching systems activities for Electronic Train Management Systems (ETMS), Hy-rail Limit Compliance, Centralized Traffic Control (CTC) systems, Computerized Track Warrant Control (CTWC).
- Coordinate maintenance activity to assure fast problem resolution to minimize train delays.
- Coordinate work programs for electronic technicians in accomplishing daily implementation and maintenance tasks.
Sr. Technical Analyst I
BNSF Railway
Ft. Worth, TX
10.2003 - 11.2005
- Assist with the daily activities of the Signal Call Center, which include assisting with the problem resolution process, policies, and procedures, which support BNSF Railway’s Signal infrastructure.
- Provide leadership and exercise resourcefulness in accomplishing repairs to the Signal infrastructure.
- Coordinate prompt and proactive problem response and resolution of all Signal system problems that severely impact train movement and/or loss of revenue.
- Escalate and communicate high-severity problems.
- Participate in the resolution of high-severity problems.
Network Signal Controller
BNSF Railway
Ft. Worth, TX
02.1998 - 10.2003
- Assist with the daily activities of the Signal Call Center, which include assisting with the problem resolution process, policies, and procedures, which support BNSF Railway’s Signal infrastructure.
- Provide leadership and exercise resourcefulness in accomplishing repairs to the Signal infrastructure.
- Coordinate prompt and proactive problem response and resolution of all Signal system problems that severely impact train movement and/or loss of revenue.
- Escalate and communicate high-severity problems.
- Participate in the resolution of high-severity problems.
Signalman/Signal Maintainer
Santa Fe Railway
, TX
04.1993 - 02.1998
- Assisted with the installation, inspection, testing, and maintenance of train control systems and grade crossing warning device equipment, while complying with company and federal safety rules, policies and procedures.
- Signal Department – Signalman/Signal Maintainer - Southern Region
Education
Signal Apprentice Training -
Overland Park, KS07.1995
High School Diploma -
Joshua High School
Joshua, TX07.1989
Skills
- Tier II support
- Application management
- Cloud infrastructure
- Data analysis
- Service restoration
- Team leadership
Training
- Safety Certification, 04/27/95
- Know Your Limits, 08/24/95
- Climb/Fall Recertification/Signal Pole line, 01/05/96
- M OF W Rules transition, 08/01/96
- On Track Safety, 01/26/98
- Safety Rules Certification Engineering, 01/26/98
- BNSF Values & Leadership Style, 08/24/98
- Managing People Successfully, 11/08/99
- Our Values & Action, 09/13/00
- Advanced Interpersonal Communication, 05/23/02
- Diversity Training – Respecting & Valuing Others, 09/17/02
- EEO Training 2002, 10/10/02
- People Leader training 202, 12/31/02
- Essentials of Management: Expert Negotiating, 09/24/03
- Diversity: What Managers Should Know, 09/24/03
- BNSF High Performing Team Session, 11/14/03
- Take Pride Initial Assessment, 11/20/03
- Frontline Leadership – Preparing to Lead, 04/15/04
- Managerial Leadership: motivating Employees, 10/27/04
- Telecom Skills Assessment, 01/12/05
- Leadership Model Training 102, 06/07/07
- Leadership Model Training 103, 10/03/07
- Leadership Model training 104, 11/13/07
- ITIL Certification, 05/12/13
Email Addresses
- James.Fergus@bnsf.com
Work Phone
(817) 593-5743
(817) 739-5707
Timeline
Manager II TSOC Transportation/EAM Desk Operations
BNSF Railway
04.2013 - Current
Manager TSOC Operations Manager
BNSF Railway
10.2012 - 04.2013
Manager I V&V Field Team Manager
BNSF Railway
04.2010 - 10.2012
Sr. Technical Analyst II
BNSF Railway
07.2008 - 03.2010
NCS Supervisor
BNSF Railway
11.2005 - 07.2008
Sr. Technical Analyst I
BNSF Railway
10.2003 - 11.2005
Network Signal Controller
BNSF Railway
02.1998 - 10.2003
Signalman/Signal Maintainer
Santa Fe Railway
04.1993 - 02.1998
Signal Apprentice Training -
High School Diploma -
Joshua High School
Similar Profiles
Jeremy Van HeerdeJeremy Van Heerde
Division Trainmaster at BNSF RailwayDivision Trainmaster at BNSF Railway
Kirk HarrisKirk Harris
Special Agent at BNSF RailwaySpecial Agent at BNSF Railway
Kris TorenKris Toren
Foreman at BNSF RailwayForeman at BNSF Railway
SEMAJ PEARSONSEMAJ PEARSON
Spotter Driver at BNSF RailwaySpotter Driver at BNSF Railway
Lillian KnothLillian Knoth
Shift Supervisor at StarbucksShift Supervisor at Starbucks