MARK M. MADSON

Cell: 954-***-**** Email: ad2i9h@r.postjobfree.com

LinkedIn: www.linkedin.com/in/mark-madson-b9b3b059/

**** ** **** ***** - ******* Creek, FL 33073

Experienced systems support engineer with expertise in cross-regional project management ensuring efficient internal coordination and on-time delivery to maintain optimal customer satisfaction and reliable network stability. An effective, motivated collaborator seeking to obtain a Project Manager position to leverage strong leadership, customer service excellence, experience in project development and execution, dispute resolution, and teamwork to effectively manage strategic initiatives to achieve organizational goals for long term company success.

CORE STRENGTHS

Project Planning & Management

Cross-Functional Collaboration Team Building

WORK EXPERIENCE

Results Driven Implementation

Time Management Strategies Resource Management

Strategic Planning

Research Proficiency

Conflict Resolution

T-Mobile USA, Inc

2010 - 2023

2017 - 2023, Sunrise, FL Business Support Systems (BSS) Engineer o Coordinated and led cross-departmental projects from front to back to implement efficiencies and create a positive customer experience o Maintained centralized, master schedule to ensure cross-team awareness to limit conflicts of maintenance windows to improve network o Utilized KPI's to manage pre and post project implementations to safeguard network stability to support internal customers o Monitored the competitive landscape and proposed actionable recommendations aligned with the company's organizational goals o Served as senior engineer responsible for organization, communication, and approvals to be executed during maintenance window o Effectively communicated project plans ensuring key stakeholder awareness of current status, potential gaps, and milestones achieved o Supported nationwide ServiceNow database responsible for all methods of procedures and electronic communications

oImplemented streamlined communication strategy ensuring detailed hand-off of outstanding work to be completed across shift changes o Effectively partnered with business, operations, and technology to ensure coordination during system outages were properly tracked, communicated, and resolved during maintenance windows

oProvided resolute customer support during natural disaster and technical outages utilizing metrics to track and restore network to optimal performance

2010 - 2017, Miami, FL

Market Switch Technichian

oEstablished processes and procedures for core switch team to effectively communicate to respective local market and regional teams o Collaborated with regional teams and project managers to review, prioritize, manage, and lead projects to successful execution o Effectively implemented test scripts prior to maintenance updates to realize potential process gaps and implement successful solutions o Coordinated and led daily team meetings to manage daily tasks and schedule maintenance to ensure optimal network performance for high customer satisfaction

oIntroduced communication checklist to ensure appropriate informational hand-off between day / night shifts to review post-execution of network maintenance

oServed as escalation point of contact in absence of senior switch manager

oPartnered with the Customer Experience Team (CET) to review escalated call quality issues and troubleshoot customer concerns o Coordinated testing with field team to locate and restore service to resolve customer raised issues

Comcast Communications 2006 - 2010

Delray Beach, FL

Installation and Service Maintenance Technician o Provided precise installation of residential and business cable, Internet, and voice products with high customer satisfaction rating o Resolved network connectivity issues with effective troubleshooting to locate, diagnose, and implement corrective actions o Effectively educated customers on newly installed products by providing "how-to" demonstrations and answering all questions presented o Compiled daily metrics and created detailed reports to review customer issues and actualize plans for technicians to better manage situations o Served as primary technician to reestablish customer trust after a bad experience by in-person visits and addressing all concerns and needs o Responsible for on-site technician training program for residential and business Comcast Digital Voice platform

o Appointed Team Leader responsible for new hire training to ensure full understanding and implementation of processes and procedures

EDUCATION & CERTIFICATIONS

Ashford University, Master's of Arts - Organizational and Project Management

Graduated 2017 - Summa Cum Laude

University of Phoenix, Bachelor of Science - Communications

Graduated 2012 - Cum Laude

Lean Six Sigma Yellow Belt Professional Certified 2023

PERSONAL COMMITMENTS

Coconut Creek Little League - Treasurer, Coach, Umpire, Umpire Coordinator, T-Ball and Pitch Division Coordinator

Monarch High School Band Parent Organization - President, Equipment Manager

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