Mark Marshall Email & Phone Number

Holmdel, New Jersey, United States

Holmdel, Nj

As Executive Director of client Care I oversee the global landscape of client facing day to day operations with keen focus on ensuring best in class service is provided via a developed mesh of ITIL SLA based operational practices, active integration of client NPS awareness, targeted personnel development recognizing the direct influences these, and other key variables, play on the organizations ongoing revenue retention and build opportunities. The organization and my overall responsibilities include but are not limited to:• Member of organizations Brand Strategy Group.• Head portfolio management team, 50+ menbers, who provides direct oversight of client interaction of $400M+ annualized revenue.• Established and manage care CSAT (Client SATisfaction) program directly recognizing and remediating low CSAT/NPS scores when recognized.• Oversee 7X24X365 Call Center operations.• Developed and deployed HR evaluation system utilized in staff reviews and recognition programs• Primary systems development technical lead for the client services organization• Active participant in client QBR’s when/where needed

Greater New York City Area

Head of Operations for two divisions of the firm; Global Telecommunications Engineering and Fulfillment as well as Inventory Management services. Manage all aspects of the businesses included but no limited too:• Defined and structured the various teams and resources to perform the offering.• Created and documented the Operations Guide, Implementation Project Plan, User Acceptance Test Plan, Group Charter, Interdepartmental Interaction, client facing SOW, Workflow Process and associated RACI. • Primary System software development technical lead identifying issues and system enhancements; produce software specification documents, work with development group and validate development results. • Project manage most complex implementations. • Interact with client CIO and senior technical staff to understand need set and provide end solution

Greater New York City Area

Associate Director – Global CommunicationsProvide leadership and vision in developing data and voice information/telecommunication services' strategies that support the business objectives of the organization. Provide guidance and council to executives in the examination and definition of objectives for existing or proposed systems and in the design of improved information systems. Design, implement and maintain systems and services that meet customer needs for access, speed, reliability, accuracy, efficiency and integration across the organization. Contribute expertise and guidance for development of the annual information/telecommunications technology capital budget with input from department directors, finance and senior management. Establish standards for information telecommunication system location, type, size and equipment installation(s) including applicable software. Develop and maintain a highly motivated, technically skilled and customer-oriented service team to support existing and emerging technologies. The team must assist customer users in analyzing their information needs, designing solutions, timely resolution of technical problems and maximizing the organization's investment in technology. Prepare, administer and manage operational budgets for the information/telecommunications systems department and to ensure that budgeted goals are achieved and cost and quality objectives are met. Keep abreast of technological changes and innovations in the information and telecommunication systems field.

Greater New York City Area

Manage staffing, budgeting, development, design and integration of Information Technology and network software/hardware systems/solution for 260 multi-site operations and administrative centers for 6,700+ users nationwide. P&L responsibility with approximately 20 million dollar IT budget responsibility. Oversee IT Operational infrastructure and deliver technology resources/solutions to development projects. Perform technology assessments to enhance operations and standardize services. Work with cross functional teams to ensure the systems provide the most effective and comprehensive services possible to both the end users and corporate needs. Serve as manager of ERP process. Negotiate all hardware, software, and service agreements soliciting involvement and participation of other management team members as appropriate. Act as principal vendor liaison for all system negotiations, implementations, maintenance and contract renewals. Direct report to CIO first five years of employment with Prime; acting CIO since May 2004. Several Accomplishments During My Tenure with Prime Hospitality• Designed and deployed a 650 seat reservations center.• Designed and executed layer 3 MPLS data network.• Designed and deployed Wireless High Speed Internet Access (HSIA) system for 30,000 guest rooms.• Decreased monthly recurring cost of voice network by 47% • Decreased monthly recurring expense of data network by 37.5% • Decreased cost of acquisition for PC’s & servers by 35%.• Created and led the IT User Group Committee.• Designed & deployed a Shared Services Organization (SSO).

Greater New York City Area

Assistant Vice President of Information Systems & Communication DevicesManaged all aspects of communications equipment, services, and network for Metropolitan Region (35 locations 1,000+ brokers) encompassing voice, data, and market data services. Responsibilities include Project management, Financial Analysis, Network/Cable Engineering, Troubleshooting, as well as coordinating day-to-day move add change activity. Mange vendors ensuring support, service, product release, and billing is provided in a professional and accurate fashion.

Greater New York City Area

Assistant Vice President of Information Systems Managed all aspects of Information Technology systems, expenditures, troubles, MAC, projects for the brokerage arm in the CO/AZ/UT metropolitan areas.Project ManagerSupported and implemented telecommunications LAN, WAN, voice, data, market data, turret, hoot n holler project plans for the northeast region. Projects included but were not limited too roll-out of new market data system, branch re-locations or new openings, implementation of new voice telecommunication services.Network Engineer Performed voice/data network engineering services for company’s 200+ brokerage offices. Manage nationwide projects, new hardware releases, and implement new platforms.Communications Financial AnalystReview voice/data communications expenses seeking opportunities of cost reduction and or improved service. Manage relationships with LEC, IXC, and Market Data service providers. Present opportunities to senior management team and if accepted implement recommendation.

Greater New York City Area

Managed a base of 500 clients providing recommendations and project implementation plans for improved voice telecommunications services oriented around cost savings as well as increased productivity.

Greater New York City Area

Union electrician

Bachelor Of Business Administration (B.B.A.), Business/Marketing, 3.45

Education record