Mark E. Wise - Project Manager - Customer Service Operations

Mark E. Wise

*** ************* **.

Wylie, Texas 75098

(H) 972-***-****

(M) 214-***-****

Email: ************@*****.***

PROFESSIONAL SUMMARY

A disciplined and organized leader with 17 years experience in program, project manager with a successful history directing large complex multi-organizational projects from strategy and planning, cost estimation, risk assessment and contingency planning. Managed resources on NPI telecommunications projects ranging from $1-50M by providing project leadership, defined scope, quality, time and cost restraints. Worked in collaboration with Supply Chain Management for NPI. Provide excellent analytical, organizational, project management and creative thinking skills. Provide executive level customer project progress, status, and exception reporting while collaborating with appropriate managers for resource commitments, project implementation and escalation of issues. Provide strategic recommendations in relation to customer business initiatives and actively participates in the management of timelines and project milestones. Create and execute project plans and revises as appropriate to meet changing needs and requirements. Make decisions when necessary to meet project milestones, budgets, scope and overall vision. Consistently interacting with all levels of organization regularly to resolve issues and build relationships. Lead cross-functional project team with members who report to other business lines in the organization. Communicate and model excellent customer service with project team members and the business by seeking information to understand processes, problems and expectations. Conduct and lead effective and productive meetings with a set agenda displaying a clearly defined purpose and expectation of meeting results. Provide input on performance reviews for team members and subcontractors related to project activities.

TECHNICAL EXPERIENCE

MS Office (Word, Excel, Access, PowerPoint), MS Project, Visio, Various Project management methodologies

PROFESSIONAL EXPERIENCE

VIRTUOSO LTD. – Fort Worth, TX April 08-Present

Consulting Project Manager, Conferences & Events

• Responsible for writing, establishing and developing a formal implementation and project plans and business process for a $15M special events program.

• Currently developing & managing formal detailed roadmaps and master project plans to facilitate multiple worldwide projects with timely and clearly defined tasks and project expectations.

• Developed and managed the execution of project communication plans which ensure that information related to progress and issues is being communicated with the project teams, stakeholders, steering committee, and sponsors.

• Responsible for issuing strategic project analysis, status updates, and special reporting to members of Senior Management and Executive Committee Members.

• Managing all performance issues, change management processes and procedures, the facilitation of communications with functional operations staff members and as well as performing ongoing project assessments.

• Working in collaboration with business cross-functional areas, external customers, internal resources (both on-site and remote), and vendors in defining project priorities, scope, approach, resource requirements and timing of deliverables.

• Ensures commitment of appropriately skilled technical resources required for delivery of all elements of the project, as well as necessary subject matter experts from the affected business areas.

• Monitors progress of vendor deliverables as well as the vendor’s quality assurance activities.

• Utilize PMO tools and processes recommended by the Program Management Office.

Technologies: MS Project, MS Office, Visio, and Proprietary Software

USA GROUP ONE - Royse City, TX Nov 06-Dec 07

Sr. Director, Business Development & Project Management, Real Estate Division

USA is a multi-conglomerate, multi-structured commercial construction and revitalization organization.

• Responsible for all corporate operations and investment opportunities.

• Responsible for all project rehabilitation efforts, including subcontract management, budget and schedule control, and vendor management.

• Manages the technology vendor relationships as they relate to projects.

• Monitors progress of vendor deliverables as well as the vendor’s quality assurance activities.

• Utilize PMO tools and processes recommended by the Program Management Office.

Technologies: MS Project, MS Office, Visio, and Proprietary Software

WAI-WIZE I, LP, Dallas, TX Mar 06 – Nov 06

Project Manager

• Project Manager for New Product Rollout of electronic voting equipment for State of Arkansas. Deployed over 4,000 systems in less than one year. Responsible for over 100,000 total billable man hours.

• Initiated and maintained client implementation plan while balancing multiple projects, establishing timely and clear task and project expectations.

• Managed all subcontract vendors within warehousing, field-testing and training operations including incoming inspection, as well as shipping and receiving of equipment.

• Responsible for leading outside vendor project teams doing on-site customer acceptance testing as well as developing on-site support schedules.

• Issued project analysis, status updates, and special reporting to members of Senior Management and to customer.

• Monitors progress of vendor deliverables as well as the vendor’s quality assurance activities.

• Utilize PMO tools and processes recommended by the Program Management Office.

• Worked in tandem with regional account manager to insure all acceptance testing, logic and accuracy testing, as well as customer training was completed per contractual requirements and to the satisfaction of the Secretary of State for the state of Arkansas.

• Provided technical on-site support to the state of Arkansas during the 2006 election season, including training for 72 County Clerks and ad hoc personnel on proper operation of electronic touch screen voting systems.

Technologies: MS Project, MS Office, Visio, and Proprietary Software

AUTO ZONE, ROCKWALL, TX July 05 – Mar 06

Parts Sales Manager, Store Operations

• Manage the operations of the retail store including: Scheduling, Training, Inventory control, Cash management, Loss prevention and directing the store team to provide customer service.

INTERNATIONAL PROFIT ASSOCIATES, Buffalo Grove, IL JUNE 04-JUNE 05

Sr. Business Analyst

• Analyzed small to medium size businesses to determine the impact of ownership decision-making.

Technologies: MS Project, MS Office, Visio, and Proprietary Software

NETSKIL NETWORK SERVICES, RICHARDSON, TX MARCH 02 – JUNE 04

Director, Project Management, Professional Services & Marketing Operations

World-class network operations monitoring, engineering, installation and technical support services company

• Responsible for launching all professional services marketing initiatives and operational activities.

• Wrote company business plan to achieve investor funding

• Directed sales staff and served as subject matter expert for client presentations for professional services

• Managed all subcontract vendors, contracts and client entitlements

• Project manager for a 12 man IT implementation team to upgrade an existing network fault management system including recommendation of standardizing hardware, database software standardization and database grooming (i.e. Maintenance, Performance, Reliability for data integrity etc.), trouble ticketing system, network security recommendations, tape backup services.

INTERVOICE-BRITE, INC., Dallas, TX May 01 – Feb 02

Principal Business Group Project Manager, Customer Service Operations

• Developed a strong knowledge of client business needs and requirements to create winning value propositions for client.

• Managed external vendor, subcontractor resources and relationships for Western Hemisphere, including vendor selection and bid process. Managed and developed service level agreements.

• Managed vendors to ensure scope of service and support of delivery phase of scope of project.

• Managed vendor change management process as well as adds/moves and changes to scope of work.

• Collaborate with internal functional groups on business case support.

• Managed customer, as well as vendor communications and initiatives.

• Managed all performance issues, change management processes and procedures and facilitation of communications with outside vendors and operations.

• Monitors progress of vendor deliverables as well as the vendor’s quality assurance activities.

• Utilize PMO tools and processes recommended by the Program Management Office.

• Customer advocate for maintenance support contract entitlements.

• Support and manage all client delivery entitlements for pre and post warranty maintenance support.

• Expanded revenue growth through increased value added service offerings.

• Successfully negotiated the two largest Latin American post warranty support contracts.

• Managed all billable hours for maintenance and support contracts. Responsible for 97,897 billable man hours.

• Lead technical network operations center evaluation team on the enhancement and implementation of network fault management system and Network Operations Center equipment upgrade.

Technologies: MS Project, MS Office, Visio, and Proprietary Software

FUJITSU NETWORK SERVICES, Plano, TX Mar 00 – May 01

Marketing Proposal Project Manager

• Managed staff of 6 proposal specialists.

• Project Manager for first International DWDM new business deployment opportunity. Lead proposal manager for DWDM business opportunities for European market. Won first international proposal for new market penetration resulting in an award of $50M professional service contract. Responsible for 175,000 billable man hours

• Member of the contract negotiation team

• Co-developed channel partner program

• Responsible for subcontractor management including ensuring that vendors meet target dates, driving vendor participation in project, process and performance related to operational performance, and managed the bid solicitation process.

• Monitors progress of vendor deliverables as well as the vendor’s quality assurance activities.

• Utilize PMO tools and processes recommended by the Program Management Office.

• Manages the technology vendor relationships as they relate to projects.

Technologies: MS Project, MS Office, Visio, and Proprietary Software

MARCONI COMMUNICATIONS NA, IRVING, TX Feb 97 – Mar 00

Senior Marketing Project Manager

• Compiled, analyzed and provided timely intelligence to executive management in support of key strategic initiatives affecting the Access Network Systems Group.

• Conducted primary and secondary research on technology, market trends and forecasts within the telecommunications industry, primarily as they relate to the Local Loop.

• Managed staff of 4 junior level research analysts.

• Managed and negotiated all contracts with outside market research consultants.

• Drive consultants to meet specified targets dates for special projects.

• Lead evaluation team on the recommendation and implementation of division business intelligence system.

Technologies: MS Project, MS Office, Visio, and Proprietary Software

DSC COMMUNICATIONS CORPORATION, Plano, TX Apr 92 – Feb 97

Project Manager / Program Manager

• Program Manager for NYNEX (New York, New England Exchange) account. Account revenue in excess of $50M annually. Direct accountability to Sr. VP of Customer Service for Engineering, Installation and Testing.

• Coordinated the development of comprehensive business and technical requirements and ensures that project scope and business objectives are clearly documented and agreed to.

• Managed 8 direct reports and 17 indirect field installation supervisors.

• Built and Sustained effective communications with outside vendors, subcontractors and all stakeholders within the service division.

• Project Manager for National New Product rollout for engineering, material and installation and customer acceptance on over 2500 digital loop carrier systems. Responsible for ~400,000 billable man hours

• Served as Deputy Program Manager on division’s 1st Central office retirement project. Central Office served over 26,000 lines. Completed ahead of schedule and under budget. Value of project $5M. Responsible for 2,500 billable man hours.

• Managed subcontractors from multiple contracting firms.

• Monitors progress of vendor deliverables as well as the vendor’s quality assurance activities.

• Utilize PMO tools and processes recommended by the Program Management Office.

• Manages the technology vendor relationships as they relate to projects.

• Initiated and maintained a client implementation plan and perform ongoing project assessments

• Prepared issue analysis, status updates, and special reporting to members of Senior Management and client project team on a regular basis.

• Managed all engineering, installation, test & turn-up, material and regional warehouse activities for major Regional Bell Operating Company account. Primary point of contact between sales, headquarters and regional support staff.

• Accountable for meeting all customer required installation test and turn-up dates while ensuring that targeted revenues were met.

• Managed regional subcontract engineering, installation vendors and drove vendors to meet technical specifications and standards as required while measuring performance and quality against standards.

Program Manager, Bids & Proposals

• Managed the preparation of all standard and non-standard EF&I service proposal projects for RBOCs, CLECs and IXCs domestically.

• Managed the pricing and proposal staff to ensure timely and high quality customer responses to RFPs.

• Secured executive management approval consistent with approved policies and procedures.

• Reviewed and approved all pricing for proposals in accordance with specified customer requirements.

Technologies: MS Project, MS Office, Visio, and Proprietary Software

EDUCATION

B.B.A. Business Administration

Amber University, Garland, TX

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