Mark Deckard Email & Phone Number

Broomfield, Co

Lead a team of technicians to identify and resolve a variety of voice, video, and web conferencing customer-reported issues and disruptions. Coordinate, prioritize, and delegate tasks from a Conferencing Network Operations Center (CNOC) to ensure immediate resolution of service requests and incidents assigned to the team through the CNOC work queue. Serve as a liaison between the customer, account management, vendors, and field teams to provide the customer with working alternatives for the duration of loss in service. Engage software and hardware tools to identify and diagnose network status and customer connection problems.Conduct complex network monitoring and maintenance-related activities on escalated trouble tickets.Synchronize customer interfaces on repair requests related to new equipment installs and overall functionality of data, voice, and telecommunications equipment.Identify capacity and performance issues to ensure continued, uninterrupted operation of the supported network, hardware, and related systems.Deliver to customers and senior management teams real-time updates and resolution details of services that have been impacted during and after service disruptions.Support the creation of and maintain departmental methods of procedure to increase efficiency in resolving repetitive and routine network anomalies.Define standardized tests of systems to ensure interoperability of added features and functions and actively participate in disaster recovery planning to minimize customer downtime.

Thornton, Co

Lead several small businesses through early-stage, start-up business planning, and marketing assessment strategies for restaurant, internet café, transportation, and real estate. Conceptualized and directed the sale process creation involving the strategic vision, branding, and target customer identification to create focused selling approaches. Continually evaluated business models, core processes, and talent within the organizations to determine gaps where they exist and make recommendations towards improvement.Practiced needs assessment to engage and personalize an approach in providing sustainable business strategies for multi-year success.Supported and coached teams through scalable decision-making in order to achieve desired business objectives.Facilitated solution-oriented leadership to turn around underperforming areas within in the business.

Miami, Fl

Provided 24/7 technical support by enabling a team of 12 technicians to meet issue closure goals, serve as the technical point of contact of escalated networking and procedural requests, and aid in minimizing the impact of complex server and network problems. Coordinate day-to-day team operations and complete projects related to rapid growth and maturing of the company’s fiber-optic network. Facilitated the team’s ability to work on customer-related concerns from initial response to resolution and advise teams towards successfully closing more complex, complicated, and high-profile incidents. Supported contract negotiations and conducted on-site customer premise contract review sessions to build and strengthen long-term customer relationships.Identified patterns and obstacles that impact productivity, raised awareness of such issues with management, and implemented solutions.Managed escalations and served as a change agent for the company’s quality improvement initiatives.

Denver, Co

Promoted through several lines of management. Acquired buy-in from corporate leadership the need to shift resources and manpower to build a new team of technicians to quickly respond to customer-related network problems. Supervised a staff of 3 area managers, 6 supervisors, and 50+ network/field operations technicians. Defined areas of responsibilities, forecasted budget requirements, hired/trained staff, and developed policies and procedures. Wrote and instituted service level agreements (SLAs) and dispatched field personnel to resolve network outages, schedule network maintenance activities, and perform remote provisioning, testing, and troubleshooting of centralized remote access points.Assessed and made recommendations on network improvement projects to support customer relations and ensure SLAs were being met.Utilized project management skills to investigate complex system errors and failures to review, plan for, and test new releases and workflow add-ons.Recommended and developed processes and workflow improvements to align with best practices, job standardization, and system requirements.

Education record

Education record