Mark Ross Email & Phone Number

Kennesaw, Georgia, United States

Athens, Ga

Contracts Officer, deployed to Germany/Poland, December 2019 thru August 2020. Project Officer, Detachment 34, Camp Arifjan, Kuwait•Served as a Project Manager that required oversight, coordination, synchronization, documentation and project status for various Information Technology projects that was responsible for.•Working with IT Engineering in ensuring that network diagrams and configurations meet all of the necessary requirements for implementation in Theater. •In managing the IT projects, worked with subordinate units and other support units making sure adequate funding as well manpower is available for implementation of hardware and software.•Reported to Senior Officers that all paperwork (funding documents, engineering documents and scope of project documentation) was identified, completed and submitted prior to deadlines.

Kennesaw, Georgia, United States

• Public Trust Security Clearance required.• Password Resets, Level 1 Triage, identifying common problems: software/hardware malfunctions and document in ServiceNow ticketing system. • Provide first tier customer support for tickets received via multiple channels including telephone, web, and email; and escalate to Tier 2 when advanced trouble shooting is required.

Greater Atlanta Area

•Provides customers with cost estimates of new, refurbished and repaired parts in company products and services, alert prospects to new or improved energy products and services, and use a consistent approach via phone and email to follow-up, nurture, and qualify leads. leads. •Develop and maintain daily work plans to maximize prospect interaction, including pre-call planning, adhering to metrics, and customizing scripts to market segments and prospect type •Listen carefully, manage expectations, overcame objections, and ensured timely follow-up and routing of all leads. •Responsible for order management of $40 million in annual sales •Follow the pre-sales process and used ERP to manage and document prospect interaction and opportunity status •Prepare summary reports and review reports to recap lead generation programs, activities, production, and results (e.g., webinar registrants, email campaign metrics, net new leads, conversion rates, etc.) •Manage and expedites key orders and returns for customer outages and to support on-time deliveries. By working closely with Engineering, Sourcing, Quality and Finance departments. • Exceed weekly performance targets for new contacts, meetings, and product demos in a Six-Sigma manufacturing environment

Greater Atlanta Area

Kept up-to-date with the various GE Energy based rental products and operating systems that were available to customers •Develop an expertise to GE Energy’s product in order to provide expert technical assistance •Answered, evaluated and prioritized incoming telephone calls, voice-mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other related technologies •Interviewed users to collect information about problem and lead users through diagnostic procedures to determine source of error •Handled problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff •Logged and tracked calls using problem management database, and maintained history records andrelated problem.

Certificate, Paralegal

Bs, Marketing