Mark Hildreth Email & Phone Number

Mclean, Va, Us

Frontpoint Security provides innovative, affordable, and easy-to-install DIY Home Security Systems backed by 24/7 professional monitoring and mobile monitoring and control capabilities.• Lead all aspects of the technology function, encompassing the Product, Development, Data/Analysis, and Enterprise IT organizations. As a member of the C-level team, work closely with the CEO and Board of Directors to achieve high-priority strategic objectives. Design and build innovative technology solutions with a core focus on quality, reliability, and flexibility to power enterprise systems and deliver a world-class customer experience. • Manage key IT vendor and strategic partnerships with leading companies that include Microsoft, RingCentral, Alarm.com, various MSPs, and product suppliers.• Led the migration of all IT Infrastructure to Microsoft Azure, which reduced hosting and licensing costs and improved uptime. Reduced ongoing maintenance costs by consolidating servers and services, leveraging Platform as a Service (PaaS) solutions whenever possible. • Outsourced the IT Service Desk and IT Infrastructure functions, replaced in-house staff with vendor support. Delivered a dramatic improvement in Desktop Support, NOC, and SOC SLAs for Time To First Touch (TTFT) and Time To Resolution (TTR), enhanced coverage times, and improved uptime and compliance scores. • Consolidated three competing BI services platforms to a single solution with Domo, improved data consistency and accuracy, and substantially reduced ongoing licensing and maintenance costs. • Overhauled data warehouse functions to accelerate processing and enable near real-time analysis. Optimized recurring processing functions and implemented machine learning and natural language processing.

Mclean, Va, Us

• Led Enterprise IT, Software Development, and Contact Center Systems, with increased responsibility for the Product, Fulfillment, and Supply Chain functions. Served as a member of the executive leadership team, reporting directly to the CEO, and drove strategic initiatives to achieve key operational KPIs. • Oversaw the management of all hardware and software products for the core offering and worked to deliver cutting-edge solutions and a cohesive and consistent customer experience. Managed the product portfolio for home automation, video, and sensors. Oversaw a major project launch that included the Frontpoint Hub and Keypad and led the design and introduction of the Touchscreen. • Participated in the acquisition of Frontpoint by a private equity firm by collaborating with the executive leadership team to provide due diligence materials and operational data to drive the M&A valuation. • Secured leadership buy-in and managed the migration to the NICE InContact CxOne platform, which created additional customer contact channels and streamlined the toolset for contact center staff. Completed the project with minimum downtime, substantially reduced licensing and operational costs, established new customer interaction channels, and dramatically improved reporting capabilities. • Designed and implemented solutions that enabled frontline teams to work remotely. At the onset of the COVID-19 pandemic, this enabled the successful transition to a 100% remote workforce in under a day. • Carried out a comprehensive transformation of the Fulfillment/Supply Chain function, which dramatically improved the customer experience while reducing costs. Managed inventory levels, sourced products and solutions from upstream vendors, and worked with Finance and Accounting on expense forecasting. • Revamped customer-facing packaging to reduce related costs and streamlined fulfillment and returns processes to deliver a reduction in shipping SLAs and reduce personnel requirements.

Mclean, Va, Us

• Led the Software Development and Enterprise IT organizations, with expanded responsibility for contact center systems and solutions. • Developed a formal PCI DSS compliance program and collaborated with consultants to document all controls and processes. Implemented essential technology solutions to support formal program requirements for the Network Operations Center (NOC) and Security Operation Center (SOC) functions. • Carried out an initiative to stabilize contact center solutions and modernize the outdated telephony system, dialer, and reporting process.

Mclean, Va, Us

• Led Software Development and took on expanded responsibility for the Enterprise IT function.• Headed the migration of key IT infrastructure assets from an on-premises configuration to a remote data center. Designed, acquired, and deployed hardware to enable the successful completion of the project. • Designed and developed a new Adobe/Magento-based e-commerce platform, enabling the consolidation of the prior sales portal with the core website, improved SEO, and an enhanced customer experience.• Rebuilt the enterprise network stack leveraging Cisco enterprise solutions throughout. Deployed redundant carrier circuits and a direct, private connection to the new remote data center.

Mclean, Va, Us

• Designed and built all customer-facing solutions for system setup and support, with a core focus on reducing support costs and improving the client experience with a contact-free customer journey. Reengineered the internal software development process, adopted an Agile/Scrum methodology, and employed automated 2-week release cycles. • Enabled a higher throughput business model by standing up an in-house development organization and sunsetting disparate offshore teams. Defined the framework and processes that empowered internal development teams to collaborate on shared system components and deliver domain-oriented solutions.

Vienna, Va, Us

Chainbridge Technologies provides mission-critical software systems and program support services that empower emergency response organizations in the public and private sectors.• Led the development and implementation of the startup organization’s information technology strategy during a period of rapid expansion. Maintained full responsibility for internal operational systems, network and server infrastructure, customer-facing solution architecture, and product management. • Managed all aspects of the product development lifecycle to design, build, and manage Chainbridge’s SQLDBI enterprise platform and T&E Mobile application. Built out the organization’s complete IT infrastructure from scratch leveraging the Microsoft technology stack in a hybrid cloud environment. • Directly managed multiple client relationships in the B2B and government space and provided solution support and strategic guidance. Established and led key strategic partner and vendor relationships, including a partnership with Microsoft that led the first federal solution deployed to Azure for DHS.

Vienna, Va, Us

Vienna, Va, Us

Vienna, Va, Us

Rockville, Md, Us

Newark, Delaware, Us