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.
• 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.)

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