Mark Dilday Email & Phone Number

Hanover, Maryland, US

San Jose, CA, US

• Lead and develop a high-performing team of Architects, Engineers, Service Managers, Business Analysts, Developers, Program Managers and Project Managers to successfully deliver IT Services.
• Responsible for all Cisco internal Voice Services including Infrastructure, Software, Endpoints, and Voice/Carrier Network covering over 500 Cisco Offices and 130,000 users.
• Manage Architecture, Design, Implementations, Operations, and financial oversight of $32M annual budget.
• Develop and present Collaboration Strategy to IT Leadership and External Cisco Customers.

San Jose, CA, US

• Led team of Engineers to deliver cutting-edge Cisco Collaboration Technology to 10,000 Cisco Sales Professionals prior to product launch.
• Managed End-to-End Services including Architecture, Design, Implementations, and Operations within $12M annual budget.
• Worked with Cisco Engineering Product Management to provide feedback on early release products based on IT Rollouts and Client Experience.

San Jose, CA, US

• Managed Video Infrastructure and Endpoint environment consisting of 25,000 Cisco Video endpoints and 5,000 Audiovisual rooms.
• Led Service Planning, Support, Deployments, Depreciation and Lifecyle refreshes

San Jose, CA, US

• Led team of Service Managers and Service analysts in Service Management Office (SMO)
• Implemented SMO best practices per ITIL framework for Service Level Mgmt., Availability Mgmt., Configuration Mgmt., Release Mgmt., Change Mgmt., Problem/Incident Mgmt.

San Jose, CA, US

• Overall responsibility for Cisco IT’s Contact Center Technology
• Direct management of Project Managers and UCCE Application Consultants
• Collaborated with stakeholders to establish strategic plans and roadmaps
• Managed Service Levels and served as Duty manager for P1/P2 Contact Center issues

San Jose, CA, US

• Managed portfolio of CIAP projects and domain activities
• Led various projects for security initiatives specific to protecting Cisco's intellectual property
• Consulted with clients on security best practices and Infosec policy compliance
• Influenced Cisco business leaders and executives at the VP level to secure information assets

San Jose, CA, US

• Led teams of engineers to achieve project goals and meet timelines. Planned and tracked project deliverables.
• Presented project status to IT Directors throughout project lifecycle
• Worked with service providers for telecommunications provisioning
• Presented to Cisco customers during executive briefings - How Cisco IT uses Cisco Solutions

San Jose, CA, US

• Represented Global TRC in analyzing, designing, communicating, and implementing key projects such as ICM/GeoTel, CTI (Computer Telephony Integration), Knowledge Management, and Acquisition Support

San Jose, CA, US

• Served as escalation point for GTRC frontline analysts.
• Processes P1/P2 cases and coordinated with other support groups to ensure SLAs were being met
• Handled irate and dissatisfied clients to ensure customer service standards were maintained
• Monitored performance and metrics to achieve department MBOs

San Jose, CA, US

• Diagnosed wide variety of hardware, software, and application issues including: PC hardware and IP connectivity, Remote Access issues such as Dial-in, ISDN, DSL, and VPN, Business Applications, Manufacturing.

US