Mark Cushman Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, Us

Successfully used data as a key method to drive business decisions in wide areas of the organization, partnering with stakeholders to develop data strategies and deliver analytics products.Transitioned NCR from an on-premise Teradata data warehouse to a cloud-based Azure Data Lake. Established the first Azure cloud-based data lake in 3 months to support NCR’s Digital Connected Services environment and customer-facing analytics, and continued this journey by moving all data workloads to cloud in Q4 2023.Led the data separation strategy for NCR as it split into two distinct companies, partnering with all business units and internal IT application owners to design and execute a methodology consistent with the business goals for the separation.Retired a 25 year old legacy data platform (Teradata), modernizing data management at NCR.Transformed the data and analytics team at NCR (~50 full time employees) from a waterfall based datawarehousing department to a high-performing agile team using the latest cloud technologies.

Atlanta, Georgia, Us

IT business partner for NCR Managed Services, managing a $7.5M IT project portfolio designed to reduce service cost and increase revenue for NCR’s service business.Responsible for operations and development of the NCR Managed Services technology platform, offering 6 primary services: Event Management, Predictive Services, Remote Service, Cash Management, and Software DistributionAchieved $14.3M in business benefits by delivering IT projects on time and on budgetImproved Managed Services application availability from 99.61% to 99.96%Managed a global IT team of 60 people across 4 continents

Atlanta, Georgia, Us

Created the data infrastructure and analytics platform for NCR Predictive Services, increasing the coverage to 100,000 customer devices, processing 9 billion machine messages per year and delivering $5.8M in cost savings using Teradata AsterManaged the NCR field service dispatch solution which processes 7M service requests per year, including a client-server application used to schedule service requests and field technician Blackberry application supporting 6,000 global customer field technicians.Responsible for support of the NCR customer service portal, utilized by 4,000 customers to submit 880,000 service requests on a yearly basis.Managed the introduction of a PCI-DSS 2.0 certified remote service solution to provide remote service to 50,000 customer devices

Atlanta, Georgia, Us

Created and supported NCR’s customer service knowledge base application, providing the capability to create and manage 160,000 knowledge articles. Solution used by over 8,000 NCR users and 4,000 customers to troubleshoot and solve problems with customer devices and networks.Designed, developed and supported NCR’s service request rules engine, applying business rules to 7M service requests per year to automatically route requests to correct teams while adding knowledge to assist in problem resolution. Delivered $4M in savings each year from 2002-2012.Designed and developed the first NCR knowledge management solution for over 800 NCR IT support associates, consolidating support documentation into a workflow-enabled, searchable database of knowledge.Created the first NCR help desk website for 22,000 employees, delivering the capability to submit online service requests to the NCR help desk for problem resolution.