MARKUS VALKO

MANAGER, CUSTOMER FACING TEAMS

D E T A I L S

ADDRESS

Austin

United States

PHONE

203-***-****

EMAIL

adzmsm@r.postjobfree.com

L I N K S

Linkedin Prople

S K I L L S

Customer Suhhort

Customer Relationsvih

Management

Customer Serwice

Communication Skills

Leadersvih and Teambork

Customer Onjoarding

Pro-ect Management

Program Management

Escalation Management

PreySales

P R O F I L E

22 xears efherience in In1ormation Tecvnologx, bitv 9 xears o1 Jmanagement efherience in deliwering serwice and suhhort, leading Jteams, and ensuring smootv and timelx transitions to tve tve cloud.

E M P L O Y M E N T H I S T O R Y

Manager, Proactive Support (Manager, Production

Readiness), Workday

Austin

—an 2022 • Seh 2023

z Led a team o1 5 Production Readiness Managers, owerseeing success1ul her1ormance testing, transition to hroduction, and rewenue recognition 1or hroshectiwe enterhriseylewel customers, including ma-or organiWations sucv as Dalmart, Bisnex, I(M, Google, and CVS.

z Collajorated directlx bitv customer hro-ect teams to hilot seamless transitions to tve Dorkdax hlat1orm.

z Assumed 1ull reshonsijilitx 1or escalation management uh to tve rewenue recognition )GoyLiweq date 1or hroshectiwe enterhriseylewel customers. z Took cvarge o1 her1ormance testing deliwerx and hlaxed a hiwotal role in conpguring resource and cahacitx siWing o1 hroduction in1rastructure 1or hroshectiwe enterhriseylewel customers.

z Managed a Kuarterlx team judget e11ectiwelx.

z Acviewed and surhassed multihle O%R goals, including reducing outages caused jx vuman error to 0" tvrougv tve imhlementation o1 automation and walidation in tve in1rastructure siWing hrocess.

z Imhlemented a jest hractices rewieb 1or hroshectiwe customers je1ore tve goyliwe date, resulting in a 5" reduction in customeryimhacting her1ormance issues host goyliwe.

z Lobered tve montvlx in1rastructure cost jx ahhrofimatelx 5" jx instituting automation in tve resource and cahacitx reclaim hrocess. z Maintained consistentlx vigv team morale, 1ostering a sense o1 jelonging, autonomx, career grobtv, and hurhose, as ewidenced jx Peakon Scores. Manager, Customer Support, Workday Austin

—an 2020 • —an 2022

z Managed a dxnamic team o1 8 Suhhort Analxsts and Suhhort Engineers, owerseeing email and hvone suhhort oherations.

z Cvamhioned a signipcant reduction in 'Time to Productiwitx' jx shearveading tve creation o1 a Suhhort Mentorsvih Program, enajling neb vires to sbi1tlx attain hropciencx in tve Dorkdax hroduct bvile borking remotelx. z Pioneered tve %nobledge Center Article creation and hujlisving hrogram, envancing internal knobledge svaring and customer suhhort e1pciencx. z Innowated a career adwancement hatvbax 1or Suhhort Analxsts, hreharing tvem 1or Suhhort Engineering roles. Tvis initiatiwe not onlx hromoted internal grobtv jut also signipcantlx curjed team attrition, marking a milestone bitv tve team7s prst internal hromotion to Suhhort Engineering.

z Proactiwelx managed kex her1ormance indicators )%PIsq sucv as time to acknobledge, time to reshond, time to resolwe, and prst toucv resolution, consistentlx acviewing efcehtionallx vigv Customer Satis1action ratings )regularlx efceeding 9&"q bitvin mx team.

z Acviewed a remarkajle 23" increase in prstytoucv resolution ower tve course o1 one xear.

z Reduced time to reshond to under 30 minutes, consistentlx meeting our internal Serwice Lewel Agreement )SLAq o1 vour.

Technical Program Manager, Engineering Support,

Workday

Palo Alto

z Browe tve Suhhort Engineering Program, leading a glojal team o1 Suhhort Engineers bitv efhertise in resolwing comhlef customer issues. Tvis entailed vandling hrojlems tvat reKuired hriwileged access and hropciencx in hrogramming languages, including contrijuting votpf code to hroduction sxstems. z Pioneered comhrevensiwe training and mentorsvih initiatiwes to 1acilitate tve integration o1 neb vires and tve seamless introduction o1 neb hroduct 1eatures. z Beliwered targeted training sessions cowering essential skills sucv as communication, hrojlemysolwing, analxtics, collajoration, tecvnical troujlesvooting, and con:ict resolution.

z Engineered scalajle hrocesses to ohtimiWe integration bitv Dorkdax sxstems and rehorting a1ter Dorkdax7s acKuisition o1 Adahtiwe Insigvts. z E11ectiwelx managed a dedicated test enwironment, owerseeing current and 1uture release juilds, and conducting hotential votpf testing. z Engaged in rojust crossy1unctional collajoration bitv ad-acent dehartments, actiwelx harticihating in hrocess imhrowement, hro-ect coordination, hro-ect management, escalation management, and team dewelohment e11orts. Technical Program Manager, Support Engineering,

Ericsson

Santa Clara

—an 20 5 • —an 20 8

z Led tve Serwice Reliajilitx Oherations team bitvin tve Suhhort Engineering organiWation, taking cvarge o1 email and hvone suhhort 1or Enterhrise Telco customers. Managed tve monitoring and maintenance o1 hroduction enwironments bitvin tve NOC, including jotv hre and hostydehloxment reshonsijilities.

z Took on additional reshonsijilities tvat encomhassed incident management, recruitment, obnersvih o1 critical jusiness hrocesses, glojal scveduling, scrum manager duties, hrogram management, and outage management. z Serwed a hrestigious clientele o1 telecommunications giants, including (ell Canada, Telus Communications, AT4T, Rocket Fijer, Voda1one, Sasktel, and otvers. z Browe notajle imhrowements in kex her1ormance metrics, includingQ z Reducing initial rehlx times to under 60 minutes. z Acviewing a &0" prstytoucv resolution rate.

z Streamlining access reKuest comhletion 1rom 2Z vours to a mere 5 minutes. z Bramaticallx slasving jacklog jx 80" bitvin a single Kuarter. Manager, Product Support, Tidemark Redbood Citx

—an 20 Z • —an 20 5

z Guided a team o1 Tecvnical Financial Oherations Pro1essionals reshonsijle 1or deliwering tohytier enterhriseylewel suhhort across multihle werticals. Our clientele included esteemed organiWations sucv as Net:if, Dvole Foods Market, (robn Uniwersitx, Valshar, La ’uinta Inns, Ewentjrite, Xuora, and more. z Browe warious strategic initiatiwes, including tve dewelohment o1 streamlined suhhort hrocesses, a comhrevensiwe restructuring o1 tve Xendesk ticketing sxstem, and tve creation o1 a customery1acing hortal efclusiwelx 1or certiped hartners. Additionallx, I vandled critical reshonsijilities sucv as incident management, cvange management, owersigvt o1 all customer escalations, management o1 hroduct hatcves, and tve estajlisvment o1 a sel1yserwe knobledge jase. z Cvamhioned remarkajle imhrowements in her1ormance metrics, includingQ z Slasving initial rehlx times 1rom daxs to mere minutes. z Trans1orming ticket cxcle times 1rom montvs and beeks to -ust daxs. z Acviewing an imhressiwe 5" increase in ticket de:ection bitvin tve prst tbo Kuarters.

z Success1ullx reducing a sujstantial jacklog 1rom 300 tickets to less tvan 00 ower tve course o1 tvree Kuarters.

Manager, Customer Onboarding, Intermedia Mountain Vieb

—an 2009 • —an 20 Z

z Owersab tve glojal management o1 tve Customer Onjoarding Program and directed a team o1 Customer Onjoarding Engineers. Tvis dedicated team bas reshonsijle 1or orcvestrating tve seamless migration o1 ower 0,000 users to IntermediaMs cloud hlat1orm on a montvlx jasis.

z Pioneered tve dewelohment o1 tve Customer Onjoarding team 1rom its incehtion, taking cvarge o1 all ashects including recruitment, training, tve design o1 scalajle hrocesses, and tve creation o1 temhlated hro-ect hlans.J z Success1ullx managed hro-ects 1or a diwerse range o1 clients, shanning ma-or airlines, pnancial institutions, vealtvcare and insurance hrowiders, IT prms, educational institutions, serwice hrowiders, and numerous hujliclx traded comhanies. Pro-ects ranged in siWe 1rom singleyuser setuhs to eftensiwe dehloxments inwolwing uh to 50,000 users.

z Stehhed in as a Sales Engineer to hrowide critical hreysales suhhort and solution engineering 1or kex clients. Notajle clients included Easx—et Airlines, CenturxLink, Svane Co —ebelers, Tve Neb —ersex Nets, (eats jx Bre, Trulia, FICO, Sawwis, Verio, NO Communications, and Ingram Micro.

z Took on tve role o1 Product Manager 1or a sel1yserwe migration tool designed 1or transitioning to Microso1t Efcvange. Led tve hroduct tvrougv its entire li1ecxcle, 1rom market researcv and comhetitiwe analxsis to reKuirements gatvering, hroduct design, hro-ect management, hrototxhing, crossy1unctional collajoration, and hroduct hresentation. Ultimatelx, success1ullx launcved tve hroduct to market. S T A R T D A T E

September 2023 Austin

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