Mark Xiao Email & Phone Number

United States

Greater New York City Area

Managed 6 lead technicians and multiple vendor companies. Delivered over 750 install activities per week and provided cable services to business and residential customers. VIP and special escalations resolution expert. Integration lead for training and process improvement. Achieved the highest number of indoor Optimum WIFIs Access Points installs in the Tri-State area on the first three years of initial launch.  Reduced 6% on vendor companies’ repeat go backs and increased network reliability by process improvement and implementing best practices. Increased vendor companies’ customers satisfaction surveys by over 10%. Developed new processes from performing alpha test and beta test on new business products. Migrate these knowledge and processes to vendor companies and internal service groups.  Managed special projects such as hospitals, nursing homes and hotels installations. Also, projects such as bandwidth contention, vendor test equipment, commercial technicians training, indoor WIFI AP upgrades, MDU rewires and FTTP PON.

Greater New York City Area

Evaluated technical documentations, policies, and procedures. Provided guidelines towards standardization of preventive maintenance policies and procedures across the company. Performed spot tests of all telecommunication equipment from Head End to the subscribers’ termination to adhere specifications and ensure network plant reliability.  Performed hands on analysis and coordinate with multiple departments on investigations and resolutions. Reviewed analysis tools that help point out networks that exhibited repetitive failures to plant maintenance groups. Performed training and up training on test equipment setup and troubleshooting technics and developed new digital proof of performance process. Ensured company adhere all to FCC regulatory specifications and requirements upon FCC inspectors’ inspections.

Ronkonkoma, New York

Managed seven to twenty plant engineers. Completed four major network rebuilt projects from Head Ends to customer terminations. Projects include Cablevision Westchester Cross River Yorktown system, Cablevision Rockland County New York system and Oakland New Jersey North systems, and Cablevision of New York City Bronx systems. Overcame and resolved any engineering issues from Head Ends to terminations included overseeing all redesigns needed from plant engineers in the field. Optimized optical transports from Head Ends to Hub sites, and optimized optical transmitters and receiver and fiber nodes. Troubleshoot optical link issues from Head End/Hub sites to fiber nodes. Performed Network Proof of Performance on all optical links from Head End to fiber nodes, and to termination.

Ronkonkoma, New York

Computer Science

Pre-Engineering

Education record