Mark Lessor Email & Phone Number

Coppell, Texas, United States

I build and maintain relationships with large enterprise corporate clients. I implement and update software products and drive adoption of cloud hosted services. I solicit feedback from client stakeholders to identify product feature and quality shortfalls to identify additional client needs. I team with product developers to refine product strategy and prioritize requirements based on both client and business value. I collaborate with sellers, distributors, and business partners to obtain new clients and expand sales.

Coppell, Texas, United States

Drove automation and client self-assist solutions to minimize service cost. Deployed technology solutions into client data centers including automated machine phone home for service call placement and an asset discovery virtual appliance. Implemented an augmented/virtual reality solution that enables field service technicians to repair products more quickly and with less product level training. Represented US remote support center stakeholder interests in a global project to replace multiple support case management systems with a single consolidated global system.

Dallas-Fort Worth Metroplex

• Manage a team which provides service applications for remote and field technical support, sales, and marketing• Prioritize development projects based on business value and available IT funding• Maintain business controls compliance and audit readiness of applications• Implemented Notes-based communication channel between remote and field support resulting in improved inter-departmental cooperation and improved customer service• Received 100% positive employee survey rating by engaging team and empowering calculated risk taking

Dallas-Fort Worth Metroplex

• Program manager representing US Remote Technical Support interests in strategic IT projects• Leveraged common IT solutions to reduce cost and gain efficiency in areas such as knowledge management• Improved inbound call efficiency by initiating project to clean entitlement data and remove obsolete records• Improved day-to-day operations of 12-person team during 60-day interim management assignment• Worked with business executives to devise collaborative support model• Enhanced and promoted IBM Electronic Services to reduce cost and enhance client satisfaction

Dallas-Fort Worth Metroplex

• Managed team of 30 remote technical support agents who provided software support on the AIX operating system, related applications, and storage• Responsible for balancing contractual obligations with staffing cost to achieve operational metrics• Established and implemented cross-organizational protocols to grow storage support offering from 0 to 475 clients and several million dollars in annual revenue• Other accomplishments included negotiating customized service terms with a user group representing the largest clients, 100% team member technical certification, and building and maintaining a diverse work force

Bachelor Of Science - Bs, Computer Science

Bachelor of Science, Computer Science Magna Cum Laude Mathematics minor

Bachelor'S Degree, Computer Science

Bachelor of Science, Computer Science with minor in mathematics