Mark Phillips Email & Phone Number

Helena, Mt 59601

- Managed, designed, and completed development projects using Agile Project Management process, and its permutations, with the primary goals of increasing product usability, stability, and support-ability.- Created processes to store and manage potential product development projects grouped by project type (bugs, defects, new feature requests, and enhancements to existing functionality).- Analyzed and assessed potential projects; prioritized by frequency of use, value-added to end… Show more - Managed, designed, and completed development projects using Agile Project Management process, and its permutations, with the primary goals of increasing product usability, stability, and support-ability.- Created processes to store and manage potential product development projects grouped by project type (bugs, defects, new feature requests, and enhancements to existing functionality).- Analyzed and assessed potential projects; prioritized by frequency of use, value-added to end customer, complexity, and costs (in terms of dollars and hours) associated with development and support of each project.- Identified inter-dependencies between products, projects, and add-ons seeking opportunities for re-use, over-arching themes, and opportunities to streamline end-user processes.- Completed development projects while maximizing efficient time management, re-use of proven processes, and minimizing work load to Engineering personnel.- Developed products incorporating various forms of Cloud Computing and SaaS while taking into account technological changes, social marketing, and user-friendliness.- Identified and incorporated market trends using mainstream news, state and regional utility publications, national utility organizations, banking publications, as well as internal Sales personnel.- Researched primary competitors to ascertain focuses in systems, main selling points, and development stages in relation to Cloud Computing, SaaS, and market trends. Show less

Helena, Mt 59601

- Planned, designed, and oversaw construction and installation of permanent and temporary exhibits and displays.- Worked with program staff and school district teachers; researched, developed, and directed innovative interpretation solutions and signage for hands-on exhibits.- Maintained exhibits: on a daily basis ensured exhibits on the floor were in good working order; repaired or supervised the repair of exhibits that were not functioning or removed them from the floor if extended… Show more - Planned, designed, and oversaw construction and installation of permanent and temporary exhibits and displays.- Worked with program staff and school district teachers; researched, developed, and directed innovative interpretation solutions and signage for hands-on exhibits.- Maintained exhibits: on a daily basis ensured exhibits on the floor were in good working order; repaired or supervised the repair of exhibits that were not functioning or removed them from the floor if extended maintenance was required.- Worked with volunteers in exhibit development; supervised meaningful and appropriate work for volunteers of varying ages, abilities, and skill levels.- Sought, and involved, outside expertise when development or maintenance of any exhibit required skills I did not personally possess.- Provided oversight of facility maintenance; when facility issues arose I worked with our Executive Director to determine the best resolution; this often included gathering bids from subcontractors and supervising repairs made by the subcontractor, other staff, or volunteers. Show less

Aberdeen, Sd 57401

- Exceeded all minimum requirements of statistical measurements of employees, including efficiency, quality, monitoring, and attendance standards.- Coached Customer Service Representatives (CSRs) to independently seek, and find, answers to customer questions through use of the CSR web (an internal ‘Google’); also, ensured sure there was full understanding so the CSR could effectively handle the situation on their own in the future.- Collaborated with video engineers to develop… Show more - Exceeded all minimum requirements of statistical measurements of employees, including efficiency, quality, monitoring, and attendance standards.- Coached Customer Service Representatives (CSRs) to independently seek, and find, answers to customer questions through use of the CSR web (an internal ‘Google’); also, ensured sure there was full understanding so the CSR could effectively handle the situation on their own in the future.- Collaborated with video engineers to develop reference documents and work instructions to assist CSRs with their day-to-day activities.- Monitored the queue to increase and maximize CSR efficiency.- Successfully assisted complaintive customers.- Empowered to make independent decisions to quell customer complaints, including offering compensation where necessary.- Ably retained customers who wanted to cancel their accounts.- Performed help desk duties such as changing PC hardware, relocating CSR work stations, troubleshooting and repairing various technical issues within the call center. Show less

Livonia, Mi 48154

- Completed New Connect, Re-Connect and Change of Service Installations, Upgrades, Down Grades and Disconnects.- Installed system traps to prevent theft of service and validate customers are only receiving services ordered at time of install.- Installed, and provided customer education for, all issued equipment and services (HDTV configuration, surround sound systems, gaming systems, and wireless networks; including connection of personal computers and other devices utilizing the… Show more - Completed New Connect, Re-Connect and Change of Service Installations, Upgrades, Down Grades and Disconnects.- Installed system traps to prevent theft of service and validate customers are only receiving services ordered at time of install.- Installed, and provided customer education for, all issued equipment and services (HDTV configuration, surround sound systems, gaming systems, and wireless networks; including connection of personal computers and other devices utilizing the internet.- Resolved subscriber service issues from the tap (that fed the subscriber) to customers' television, high speed data modem, as well as any additional devices or telephones.- Installed, repaired, and replaced additional RF outlets in single family homes, multiple dwelling units, apartment complexes, and commercial buildings utilizing standard cable routing techniques such as wall fishes, through-wall drilling, and installation of conduit where necessary.- Utilized instruments such as cable locators, leakage detectors, Volt/Ohm meters, signal level meters, modem analyzers, and other system specific tools.- Calculated RF loss using all available data as it pertained to TV, high speed data, and phone.- Detected, repaired, and recorded signal leakage when located.- Utilized online diagnostic tools and performed whole-house certification checks.- Identified plant damage and, when present, submitted proper paperwork for repair/replacement.- Completed all assigned paperwork in a professional and accurate manner to avoid loss of equipment, ensure proper billing, and properly close out all work-orders. Show less