Mark R Brooks
Experience Summary & Qualifications (high-level)
August 2018 – March 2019
Presbyterian Health System, Customer Care Center
Take calls resolve issues, answer questions help with guidance and support for Centennial Care Medicaid insurance for customers throughout the state of New Mexico Medicaid health system. Prior authorizations, appeals and grievances, provider calls, advise members.
October 2017 – August 2018
CableOne,Technical Customer Care Center TCC
Take calls from Cable One customers throughout the systems in the United States, Identify and trouble-shoot network issues, HSD Internet, WiFi, VoIP service, cable TV and end user device issues.
Customer satisfaction, retention, customer service and upgrade customer service.
June 2016 – September 2017
Securitas, Security Officer, Supervisor
Working various post orders, at Intel, UMN and State of New Mexico facility down town Albuquerque. June 2016 to August 2017 Supervisor, responsible for 7 employees 24x7 handling of new contract for Safelite Auto Glass call center in Rio Rancho NM supporting up to 1000 employees as well as facility support. .
June 2015 – March 2016 TXW Technical Business Consultant
Professional Services Consultant, Independent Contractor;
Create and deliver business solutions identifying requirements per RFI create, SOW, and work with outside consultants, vendors and contract developers deploying customer’s solutions meeting requirements on time and under budget. Examples include but not limited to efficiency modeling, inventory platforms integrations regarding updating software, automation of work flows, documentation, CRM, ERP development, ticketing system development and CMDB inventory support with service delivery order entry audits, support inventory process. Work with Network Management Systems for review and evolution, R&D vendor management integration and new applications best case. Work order process flow, change management working with design application teams. Best business case for size modeling forecasting growth for ROI and ROI forecasting and review.
September 2014 – February 2015 CenturyLink
Acquisition Business Solutions Technical Sales;
Supporting defining, consulting, customer’s Business solutions for Telecommunications, IT products, services, for businesses, services extended to Project Management for delivery of new customer services end to end manage test and turn-up. Follow customer to SAT. Products listed but not limited to, Managed Office, Hosted VOIP, Fiber +, CCE core products, Cloud Services, Business HSI. Data Center, Data Center Colocation - CenturyLink Technology. Security Management Firewall protection and monitoring.
February 2014 – September 2014, CEI Communications
Business Relations Manager;
Support Sales, project management of job delivery working with and between CEI approved contract and Field Engineers, tracking, scheduling time and devilry. Customer relations project integration and customer satisfaction follow-up report card, supporting the project management and budget starting with, RFI, RFQ, bids on wireless, wireline low voltage cabling. Support Wi-Fi communication networks for large commercial carrier’s commercial business, state and local government. Working with general contractors, electrical contractors, customer IT coordination in the commercial market place new builds and upgraded existing infrastructure as required by SOW, site surveys, RFP, managing various projects for specific specifications for the success of QoS and mission budget requirements. Supporting sales of various equipment manufacturers. Partner of sales in ADTRAN line of products as well as other provider’s solutions.
July 2013 – October 2013, Comcast Xfinity
Direct Sales Representative;
8 weeks of training in sales concept and product knowledge, residential sales focus in SFU and MDU, Door to Door sales between 75 and 110 a day knocks.
February 2013 – July 2013, Wildflower Intl, Santa Fe NM
Support in Project/ Program Management, SAP training on procurement and inventory function, business involved contracts for the US Government delivering of IT hardware and IT services across the United States for specific federal departments. Specifically Home Land Security, interfaced between vendors of customer catalog of approved vendors for different levels of office PCs, printers, scanners as well as degrees of software as specified by customer from US contracts requirements. Project Management of delivery using approved contractors with vendor for on time delivery of new IT hardware and teams to test CAT cables and replace old with new using secure backups for each order, each specific for identified work station. Tracking using Excel, SAP and in house home grown developed Virtual Eyes PM tracking system.
October 2003 – July 2012, Cricket Communications
Network Operations Center Manage, Project Manager II;
Management of national network operations center came in from Dallas to reevaluate Cricket NOC, restructured and managed until 2005, promoted to Project Management II responsible for software and LTE launches. Granite Inventory management system supporting network elements and national inventory for wireless network in over 50 markets. Support prim on project managed network upgrades, manager change management tracking and process, MSC, BTS new market launches and back office operation support platforms, workforce management tools pipeline between, plan and integration team with regional teams reporting to executive HQ San Diego Calf.
Extensive experience in the telecommunications industry Project Management. Worked as a Program Manager, Network Manager, Director of operations and consultant in various forms of network operations systems support. 34+ years of experience planning/managing projects and providing project management oversight and support services in the industry. Worked as a network engineer supporting inside and outside physical network and infrastructure configurations, project manager in network operations systems, contracted as a consultant for wireless networks, design and implementation of various support centers. Configuration Management planning and implementing network architecture and training teams.
5+ Years Program Project Management overseeing a team for a corporate network inventory platform, inventory control, logistics, Scanners, and shipping. Standard naming conventions circuit design integration upgrades and custom enhancements, risk assessment, project scope best time assessment, customer impact analysis and risk management. Lead Manager in the training program for interactive software, including new hire training/orientation, creating training documentation and interactive software for individual training, traveled to locations for regional team training. Extensive experience in warehouse, logistics tracking barcoding and audit reporting Circuit inventory and design. LTE deployment, BTS up grades and growth, cell tower launches.
5 + years in 2005 we (Cricket Wireless) integrated off Remedy to Service Now nationwide, we were one of Service Now’s first and largest customers, so we all had a learning curve. In 2009, I was project manager supporting software tools my team was responsible for Crickets national inventory platform and was on the design team to support re-design of Service Now to follow ITILv3 process, dealing with case management and Change Management as well as building a CMDB with integration between Granite and Service Now building the CMDB in Service Now. I was manager and project manager and did not/do not do any physical Java/VBA/Oracle development myself I had developers for that I was responsible for the road map, integrations, design, meeting between owners/users and developers. As of spring 2012 my team, myself were also users as we developed, added another piece of Service Now function to be a work force/work flow management tool.
8+ Years Project Management overseeing software upgrades scheduling and coordinating maintenance “Add Remove Change” following ITIL policy procedures supporting internal customers working with major telecommunications vendors business negotiations on pricing. Training documentation creation and delivery.
15+ Years in Network Operations Centers, Customer Support and Care, working directly with customers internal as well as external managing and supporting customer experience, service quality and KPI’s for quality assurance. Negotiations with multiple vendors purchasing and pricing equipment, software and connectivity. Responsible for budget and finance management. IT support ITIL certification and delivery to support various functions and policies including SOX compliance.
15+ years’ Network Operations Center experience overseeing supervisors and employees to accomplish customer interface, budgets, software and platform maintenance, scheduling, trouble shooting and staffing. Design and implementation of network operations centers policy and procedures work flow process, network quality assurance reporting mean time to repair, after action follow-up and supporting changes to process.
25 years managing teams held titled positions as Supervisor, Manager, Sr. Manager and Director. Hiring, Performance Reviews, Training, Team Building, Professional Leadership, Coaching for Success. Conflict and Stress Management in a High Performance Environmen
During career worked for: Cenurylink, CEI, Comcast, Wildflower Intl. Ericsson Services, Inc., Cricket Communications, Ionex/Birch Communications, Looking Glass Network, Next Link/XO Communications, Econophone Global, Flashnet Communications, MFS-Global Network Services, WilTel/LDDS/World Comm. Detailed portfolio upon request.
Training, Certification and Education
Certification CenturyLink Core Business Value line of Products (11-2014)
ADTRAN Professional for Virtual WLAN (ASP/vWLAN) (6-2014)
ISO 9001, Webinars June 1-11 (2013)
University of New Mexico - Various certifications, including, but not limited to, Project Management Masters Certifications, Project plan definition, budgeting and tracking, building teams, communication and productivity (2011).
ITIL v3 foundations certification. (2009)
University of Tulsa - Advanced Management Institute, Professional MBA Program (1992)
Continuing professional corporate education includes, but not limited to, Certification CenturyLink Core Products, Comcast Cable Network services product Certification understanding the delivery. 2013-2014
Volunteer American Red Cross 2017
7215 Natalie Jane Lane NE
Albuquerque NM, 87109