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Project Manager Technical Support Manager

Denver, Colorado, United States
August 30, 2017

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Mark J. Riedo

Project Manager, Technical Support

**** ***** **** ***

Englewood, CO 80111

(303)-***-**** (Cell)


• Experience in project management, maintenance technical support, technical writing, training development, process and quality, and logistic support in both commercial and government/Mil-Spec environments.

• Remote equipment site maintenance process for: transmitters, fire suppression systems, generators, HVAC, towers, and quick alert monitoring.

• Telecom central office grooms. Managed circuit provisioning and equipment consolidation. Coordinated telecom, real estate, and construction vendors.

• Telecom leased space depops. Managed circuit provisioning and equipment removal. Coordinated telecom, real estate, and construction vendors.

• Telecom disaster recovery equipment deployment and facility maintenance. Implemented change requests.

• Operational Business Continuity Plan steward, risk assessment, equipment deployment, facility management, resource deployment planning.

• Emergency Site Coordinator, Managed evacuation procedures for 252,000 sq ft facility.

• I have the ability to read architectural, engineering, and schematic drawings and diagrams.

• Masters Certificate, Project Management, George Washington University,


Specialist Network Support, Project Manager, Global Service Delivery, AT&T GBS Global Customer,

Denver, CO March 2005 – Present

- Project Manager, Provisioning Technical Engineer, Escalation manager ensuring escalated Ethernet orders were coordinated, assigned and scheduled to complete within 48 hours. Ensured that billing processes were initiated and provisioning processes were completed to reduce overall cycle time. Worked with order managers, designers and Test and Turn-up Engineers to improve On-Time Performance. Provided application administrative support clearing provisioning activities to enable project flow.

Improved On-Time performance metric from 80.4% to 91.4% to improve budget performance goals.

1st and 2nd quarters 2016

- Project manager for Groom, DePOP and Access Cost Reduction T1 and DS0 initiatives. Project managed 15 Discretionary and Non-Discretionary sites per year. Analyzed and managed the flow of DePOP DS0 and T1 projects through the provisioning design and PCO process resolving records and equipment issues. The projects eliminated leased point of presence (POP) spaces or central office floor space, reduced power consumption, and removed obsolete or degraded equipment preventing costly capital building programs.

Groomed-DePOP’d, (moved or disconnected) 12,160 T1s and DS0s 2010-2015

IOC Lease, Building Lease, Capital Avoidance, Power Reduction Savings, $42.7 m 2013-2015

- Developed and implemented Management System Operational Control (MSOC) a productivity measurement tool in the Denver ESO Center. Developed and time studied work activities and performed analysis to ensure Efficiency, Utilization, and Productivity (E, P, and U) goals. Maintained MSOC documentation and created and analyzed Master Schedules for historical, actual, and forecasted circuit volume data. Data was used to forecast headcount and mange monthly work volumes.

- Implemented ESO on-Demand discord resolution process for discords from maintenance, project managers and planners, and USO organizations. This process ensured the quality and integrity of the network.

EOD resolved an average of 100 discord issues a month.

- Denver Operational Business Continuity Plan (OBCP), Plan Steward for the AT&T Services Emergency Response Plan, ATO-GCS-WWSD-GNP_GTO&GNPCOE. Prepared the Preplan Checklist, developed 33 Business Activities and Resources, Teams and Rosters, and Location Profiles for the Denver Network Translation Center (NTC) and the Transport Provisioning Center (TPC). Managed the plan through the maintenance process, plan certification, and OBCP Disaster Recovery Table Top Exercise.

Achieved PS-Prep™ ISO 22301 Stage 2 Audit Certification for the 4th straight year.

Fusion Risk Management Software Certified License holder.

Tier II Technical Support Manager and Supervisor Network Engineering, Administration and Provisioning, AT&T Network Engineering Operations, Denver, CO March 2003 – March 2005

- Provided remote hardware and software Tier II maintenance technical support for 50 Adjunct 800 Service equipment sites.

- Supervised 35 maintenance and provisioning communication technicians across three shifts.

- Developed process documentation for ePROV, provisioning and maintenance technical training for Adjunct communications technicians.

Technical Support Manager Engineering Service Order (ESO), AT&T Network Engineering Operations,

Denver, CO March 2002 – March 2003

- Technical Support Manager for 15 provisioning communications technicians.

- Provided technical support for 4ESS and 5ESS related provisioning systems.

- Managed special projects such as lease terminations, facility optimization and rapid automation provisioning software initiatives.

Technology Development Project Manager 5ESS/Adjunct Processor Technology, AT&T Network Services,

Denver, CO August 1996 – March 2002

- Managed three Network Adjunct Platform (NAP/TCS, NAP/ANA, and NAP/IETS) services and Intelligent Peripherals (IPe) projects documentation and training through the NTD 12 step quality gate process.

- Managed hardware development and deployment for 40 new NAP sites and 10 upgrade sites.

- Provided logistic and Tier II technical support including development of engineering drawings, spare parts, repair/return procedures, and disaster recovery.

- Developed and delivered hardware and software training for Tier II and Tier III remote technical support.

Senior Project Technical Writer Small Scale Adjunct (SSA)/Network Adjunct Platform (NAP), AT&T (Contractor),

Denver, CO October 1994 - August 1996

- Researched, designed, developed, and tested the documentation for the Small Scale Adjunct to Network Adjunct Platform 386 to 486 processor and ESDI to SCSI retrofit and upgrade.

- Developed the MAP/100C Maintenance Training video. The procedures and training video enabled the AT&T onsite work force to retrofit and upgrade an Intuity Conversant MAP/100C in 2.5 hours.

- Provided technical support to the onsite work force enabling them to completely upgrade and test an 11-frame Network Adjunct Platform site in 3 weeks.

Senior Technical Writer Aerotek Contract Engineering Services, Englewood, CO January 1994 - August 1994

Contracted to Digital Equipment Corporation, Colorado Springs, for the StorageWorks Program documentation

- Prepared revisions to modular SCSI device component and enclosure documents. Devices included installation of hard drives, tape drives and CD-ROMs into modular shelves and cabinet configurations. Revised documents included system configuration guide, system user's guide, and cabinet installation and modification guides.

- Performed usability testing on hardware documentation. Worked with engineering and manufacturing on field modification and upgrade procedures.


Security clearance information is available on request.


B.A., Technical Journalism, Colorado State University, Fort Collins, CO,

Masters Certificate, Project Management, George Washington University,

Completed personal development, and technical courses in AT&T University

• AT&T University Transformation Learning Series, Technology Transformation Track - 2015

• AT&T University Transformation Learning Series, Network transformation Track -2016

• Our Path to 2020 – Project Manager – GCS Role (In progress)

• Six Sigma Yellow Belt – 2014

• Six Sigma White Belt – 2013

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