Mark Flicker Email & Phone Number

Basking Ridge, NJ, US

Manage Repair vendor relations and performance for FiOS products.

West Chester, PA, US

• Manage teams of development and maintenance engineers supporting Verizon FiOS, DSL and Gateway product lines with automated testers and applications. Testers interface into a high volume production and logistics.
• Develop/Manage cable Headend, RF and Data network infrastructure at multiple facilities.
• Develop for preventative maintenance. Monitor for compliance and adherence.
• Establish standards, processes, procedures and acceptance criteria for testers qualification and ongoing monitoring, predictive maintenance, and Gage R&R studies/analysis. Perform data analysis on test results.
• Technical liaison between Verizon Quality/Engineering and CTDI Account Management teams

West Chester, PA, US

• Successfully coordinated efforts of cross-functional teams to design, build, commission, and certify repair centers for ARRIS video set-top products. Achieved 2nd highest repair certification score in CTDI/ARRIS history.
• Managed New Product Introductions for ARRIS products integrating multiple telephony, data, and video products at repair facilities for Verizon, Comcast, Time Warner, and Charter

Suwanee, Georgia, US

• Managed four cross-functional teams of SW Solutions Developers, Technical Procedure Development and Validation Testing, and Service Solutions Developers. Primary focus was to develop software tools and procedures for.
• Conceptualized, developed, presented and implemented landmark $6M Services Validation Lab stemming from undergraduate thesis published in 2004. Lab was 1st of its kind and continues to be a vital source of revenue and.
• Maintained/expanded third party remote access infrastructure for 300+ customer locations. Reduced support costs by 15% yearly through vendor negotiations, increased product coverage, improved system reliability, and.
• Collaborated with Systems Engineering Team driving change into the new product introduction process to standardize support/diagnostic interfaces across new products.
• Coordinated network/system design/consulting services for Professional Services Teams.
• Devised, championed, and implemented infrastructure chosen by business units as their “plumbing” system for advanced data harvesting and analytics solutions under development.

Chicago, Illinois, US

• Manage Team responsible for developing custom installation and integration procedures for Motorola Digital Video Deployment teams
• Established software tools and procedures utilized for deployment of Verizon FIOS features and products. Expanded standards into LATAM resulting in increased customer satisfaction.

Chicago, Illinois, US

• Manage system integration lab responsible for testing generic and customer specific field deployment documentation in customer specific environment
• Conceptualized, developed, presented and implemented landmark $6M Services Validation Lab stemming from undergraduate thesis published in 2004. Lab was 1st of its kind and continues to be a vital source of revenue and.

Chicago, Illinois, US

Technical/Political liaison between customer and Sales/Engineering teams. Managed strategic account initiatives worth $20M yearly for Comcast Digital Video support. Established trusted, collaborative relationship with largest, most complex cable customer.

Chicago, Illinois, US

• Progressed from Technical Project lead to supervising Project Management team
• Supervised team of project managers responsible for 300+ digital CATV field deployment sites.
• Assigned as PM for Comcast and successfully managed the conversion of 1.75 million set-tops from national control to local control. Launched 1st VOD system and subsequent corporate-wide deployment.
• Received BRAVO Award for onsite technical management and integration of 1st Cable IP Telephony implementation at AT&T Broadband (now Comcast).

Chicago, Illinois, US

• Senior test lead and supervisor responsible for all settop box and headend systems testing including Y2K responsibilities
• Analyzed requirements for cable TV systems and generated test specifications and procedures that validated the E2E functionality, reliability, and performance.
• Managed project teams, developed and tracked project schedules, and generated test plans for all Y2K testing of analog addressable cable systems. Zero field defects reported.

Chicago, Illinois, US

• Advanced from front-line support to senior technical support liaison with engineering
• Interfaced with engineering to pursue closure of open issues and recommended/prioritized future enhancements, diagnostic tools, and bug fixes. Trained all deployment and support staff.
• Provided launch support for beta test sites and new product introduction. Published and reviewed technical bulletins, customer documentation, and bug-fix solutions database.

• Debugged, installed, supported, and provided training on equipment used for calibration, final test, and QC of electronic assemblies for Ford vehicles. Projects ranged from $30k to $500k.
• Improved equipment reliability through FMEA and closed-loop feedback into engineering.
• Supervised building of equipment to insure continuous improvement of product maintainability.
• Developed procedures for equipment installation, acceptance, and training.

• Integrated, debugged, and supported 1st automated tape library management system.
• Performed CAD layout, PLA design, prototype build, test, and debug of printed circuits.
• Researched and approved new vendors, parts, and contract manufacturing facilities.

Bachelors, Business/Organizational Management

Computer Science

Associates, Electrical Engineering