Mark Dugas Email and Phone Number

Basement Technologies designs, manufactures and installs innovative basement waterproofing systems. In addition, we furnish and install dehumidification and crawlspace solutions. Our patented products and solutions are customized on-site to address the unique scenarios that varying forms of construction, wall types and footing configurations inevitably present. Basement Technologies has the industry leading tools and expertise to solve basement waterproofing problems once and for all!

Built geological and structural monitoring equipment including vibration monitors, automated total stations, strain gauge sister bars, shape array accelerators, tilt meters, and hydrostatic systems. Programmed , tested, and installed on site geological and structural monitoring equipment. Trained field reps and customers in the effective use and troubleshooting of the product line.• Improved consistency among the team and increased workflow by creating documentation and flow charts on how to build, program, and test structural monitoring equipment • Developed a personal system to assemble equipment in advance of sales presentations and installs

Met with prospective clients to determine needs and wants for the product and services. Provided layout proposals and cost estimates. Teamed with installation technicians to ensure that customer requirements were met. Followed up after completion of the installation to make certain that the systems were working properly, to explain operation to the customer, and build a pipeline of upsales and prospective referrals.

Coordinated the resolution of client issues from initiation to completion. Effectively diagnosed and troubleshot cases by searching for solutions and educating customers on the effective use of tools. Established and met agreed upon timeframes. Tracked project status using Zen Desk ticketing system and knowledge-based tool. Escalated critical concerns to management and the product team. • Trained two new hires• Assisted clinics including Discovery House, New Horizon, High Point, and Habitat with issues including but not limited to: dispensing, records, medical orders, and treatment plans • Maintained a detailed records database for over 100 clinics related to emergency contact information and work orders for label printers, signature pads, and dispensing pumps• Used Microsoft Active Directory to create digital certificates for electronic signatures• Utilized Citrix and Go to Assist for remote access; administered the remote server

Resolved technical incidents and problems that impacted customers’ service availability, with escalation when appropriate. Provided recommendations to resolve problems based on research and analysis of incidents. Monitored and reported on the performance of services. Partnered with cross-functional teams to meet customer needs for data and telephone services support. • Provided remote desktop support to data customers on Internet and network connectivity, router configurations, email, and Verizon Internet Security Suite anti-virus software• Resolved issues for telephone systems including voice mail, call waiting, caller ID, and video conferencing• Developed, and successfully lobbied for, a streamlined system for the dispatch of field technicians to improve responsiveness• Selected as “floor walker” to improve throughput and call quality from fellow customer support analysts