Mark Brown Email & Phone Number

Trenton, Illinois, United States

Act as incident command during emergency calls. Perform accountability during calls, responsible for keeping track of all firefighters on scene to ensure safety during changing conditions. Perform equipment procurement for the fire department. Based on department needs, be in charge of researching equipment, speaking with vendors, evaluating proposals and.

• Project Manager responsible for end-to-end process engineering and operational support across all business functional areas such as sales, order management, service delivery, maintenance, and life cycle management.
• Organized and led discussions with cross-functional teams to define process architecture; built relationships across teams and gained alignment for process and system support.
• Gathered data and metrics to influence prioritization of projects in an Agile work environment. Determined interconnections and interdependencies with all team members and systems involved.
• Identify and solution process improvement opportunities.
• Created Business Process Modeling Notation (BPMN) diagrams in Microsoft Visio that illustrate process steps carried out by users and systems. Developed architectural designs for end-to-end solutions. Subject matter.

• Performed process and systems integration and project management activities associated with new and sustaining product development projects. Developed an intake process for new requests to ensure necessary information.
• Single point of support for Oracle CPQ (BigMachines) for four years supporting over 300 products with annual revenue of $398 million.
• Lead analyst for product migration from Oracle CPQ to SalesForce saving $1 million in annual licensing costs
• Translated customer needs and product features into technical user stories and maintained Jira board to effectively scope new product requirements to determine critical product release commitments to stakeholders.
• Participated in all Agile ceremonies.
• Acted as project manager throughout the product development life-cycle. Delivered timely and relevant updates to all project stakeholders.

Provided technical and procedural assistance to the team based on my knowledge of the Lumen systems and customer environments and policies. Performed hiring process, created and enforced policies, completed performance reviews and metrics. Used metrics to make informed recommendations to the customers to improve customer experience.

Proactively monitored customer environments to troubleshoot and resolve incidents or customer reported issues. Support included Windows and Red Hat Linux servers. Communicated effectively with customers via phone or email and escalated cases to proper teams as necessary.