Mark Pacheco Email & Phone Number

Singapore

Singapore

Manages Project Managers & Vendor Managersresponsible for APAC Service DeliveryIn charge of Tier 1/2/3 Technical Specialistsresponsible for Incident & Problem Managementof Customers Global NetworkLeads AT&T Global Network Optimizationresponsible for Engineering, Ordering &ImplementationManages AT&T Global Bill Trigger responsible forensuring accurate billing, disputes & recovery

Singapore

Led Tier 1.5/Tier 2 Technical Support responsiblefor Problem & Incident Management of AT&TGlobal Maintenance Centers, IDC, Hosting, CloudCore Network & Security InfrastructureAPAC Lead for Global Executive EscalationManagement representing Senior VPTransformation Lead for Walk in Take-over Deals

Singapore

Manages a team of Client Service Managers and Operation Implementation Managers. Responsible for customer relationship and requirements from pre-sales to implementation to operations life cycle. Work closely with operations team to proactively prioritize trouble resolution for critical outages in jeopardy of missing service level agreement.

Singapore

Manage process development, performance reporting, quality assurance, operation team management, trainings, project management and service assurance special bids approval. Develop standard operational process, tools and training programs. Work with cross functional teams to ensure that the handover of new services and customers into production are within the specified standards and ensure quality service is provided to the end customers. Oversee the center’s infrastructure, network security and disaster recovery plan. Serve as Center’s Customer Relations for customer visits and presentation.

Singapore

Manages team of Professional Network Engineers Supporting AT&T Managed Services OperationsProvides Tier 1.5 and Tier 2 support for Asia Pacific Managed Customers

Philippines

Manages AT&T Philippines In-Country help desk operations, Customer Service Management, Sales, Pre-sales and Service delivery. Provide expert support for customer requiring International Private Leased line Service to US and inputs on possible international cable system to ensure 100% redundancy in their network. Created goal oriented sales and service management program to increase customer satisfaction

Phillippines

Manages field installation and maintenance for Data Services Nationwide. Ensures quality circuit installation and that provisioning are completed on time and Service Level Agreement (SLA) with the customer is met post installation. This is done through prompt action to immediately address customers’ concerns, preventive maintenance, monitoring of faults and looking for a permanent solution in case of a chronic fault. Also negotiates with “third parties” in cases that installation is beyond company’s network to make certain that the project is completed to the customer’s satisfaction. Nineteen Engineers direct reporting covering the whole of Philippines.

Philippines

Handles the company’s Local Exchange Transmission Network with extensive background on SDH Technology and Access Node Management System. Support the installation and commissioning of all LEC Access nodes under ALCATEL turnkey project. Act as the System Administrator of LEC Transmission Network on matters of provisioning and maintenance.

Philippines

Handles customer site data installation and maintenance. Ensures that all customer faults are resolved and service delivered within the target metrics.