Mark Madson Email & Phone Number

Beaumont, Texas, United States

Prioritizing installation of Telemetry devices in Fixed and Portable GeneratorsWorking with install team on situations and gathering info for equipment needed for different Generator types.Organizing, tracking and reporting install progress and issues to the management team and customerReporting updates on customer calls of weekly progress for installs and any issuesWorking with vendors of the devices to obtain more devices and equipment for the installsTracking issues, scheduling equipment deliveries to the technicians to keep installs progressing

Sunrise, Florida, United States

T-Mobile USA – Business Support Systems (BSS) Engineer (May 2017 – November 2023)Spearheaded cross-functional initiatives, enhancing operational efficiency and elevating customer satisfaction metrics.Orchestrated a centralized project schedule, optimizing team coordination and network reliability.Utilized KPIs to evaluate project impacts, ensuring sustained network performance and superior internal support.Delivered strategic recommendations based on competitive analysis, aligning with organizational objectives.Directed maintenance operations, streamlining project management, communication, and approval processes.Managed the nationwide ServiceNow database, improving procedural and communication efficiency.Facilitated collaboration across business, operations, and technology teams, minimizing system outages and service disruptions.

Miramar, Florida, United States

Market Switch Technician (June 2010 – May 2017)Enhanced team communication protocols, improving responsiveness and coordination with local and regional teams.Led strategic project planning and execution, driving initiatives from conception through to successful completion.Developed pre-maintenance testing processes, ensuring system updates' efficiency and effectiveness.Introduced a shift handover checklist, securing post-maintenance network integrity and information transfer.Served as the primary escalation contact, resolving complex issues to maintain uninterrupted service.

Boca Raton, Florida, United States

Comcast Communications – Installation & Service Maintenance Technician (December 2006 – June 2010)Executed high-quality service installations, achieving outstanding customer satisfaction rates.Demonstrated proficiency in troubleshooting, quickly addressing connectivity issues to ensure service reliability.Educated customers on product features, significantly enhancing user experience and satisfaction.Analyzed service metrics to optimize technician deployment and improve resolution strategies.Rebuilt customer trust with dedicated service visits, resolving concerns to ensure positive experiences.

Boca Raton, Florida, United States

Siemens – Lab Technician (Contract) (June 2006 – November 2006)Supported project needs through meticulous lab equipment installations and relocations.Installed network cabling, facilitating smooth operations for telephone and computer stations.Coordinated lab setups and decommissions for special projects, contributing to successful R&D efforts

Master Of Arts - Ma, Organizational Leadership, 4.0

Activities and Societies: Golden Key National SocietyObtained Master in Arts for Organizational and Project Management

Bachelor Of Science - Bs, Business/Corporate Communications, 3.75

Obtained B.S. in communications