Mark Higley Email & Phone Number

$800MM Leading global storage company specializing in file systems, backup, recovery, and archive solutionsDeliver advanced technical support of key clients Fox News, CNN, Disney, QVC, and governmental accounts in implementation, troubleshooting, and optimization of Quantum data storage software products in a variety of technical environments. -- Document problem descriptions in CRM and corporate knowledge database; engage internal resources for speedy resolution of issues, escalating as needed. Partner with engineering and clients to address product design issues.-- Contribute to ongoing product development programs. Support beta and pre-release field evaluations of new products or product enhancements.-- Initiated, designed, and built an in-house storage area network used to analyze and resolve escalated customer issues, improving team productivity and customer satisfaction.-- Selected as recruitment team member, facilitating interview and selection processes for new software product support staff. Provide staff training on advanced technical issues.-- Recognized for performance leadership in decisive resolution of new customer service requests.

$50MM Enterprise Storage Manufacturer | purchased by Silicon Graphics, Longmont office closedInternational Support & Education Manager | Senior Technical Support EngineerHired to create a new global technical support and technical training program for a successful technology startup with key accounts including a diversity of Fortune 500s and top-secret government agencies. Worked productively with a 95% travel schedule.-- Recruited, trained, and motivated a team of 3-12 Technical Trainers and Support Engineers. Planned and implemented all facets of training organization infrastructure (budgets, business plan, facilities and IT, job descriptions, knowledge base, and training program development).-- Frequently consulted with clients in analysis, troubleshooting, and resolution of complex hardware and software implementation issues. Earned recognition as “MVP-Technical Support 2007.”-- Developed the QuickStart program, a revenue-generating customer support program enabling rapid implementation of an enterprise storage solution with average cost of $1-2MM. Program enabled technical training team to be self-sustaining with a budget of $300K/year.-- Created and delivered technical training programs serving customers, VARs, and distributors worldwide. Optimized sales revenues and customer loyalty through structured certification program. Worked with interpreters to ensure accurate localization of training materials.-- Consulted in product development and product marketing, working with engineering and marketing to develop requirements documentation. -- Evaluated call center and technical support performance metrics to drive continual business process improvements. Partnered with Director of Quality to systematically document, investigate, and resolve product performance issues.-- Delivered extensive presentations and training sessions, representing corporate officers at high-level meetings with partners and resellers worldwide.

$60MM Enterprise Storage Solutions CompanyHired to lead rapid resolution of complex, escalated hardware/software issues at client sites worldwide; restored client relationships and retained accounts experiencing major technical issues. -- Maintained 90% travel schedule; performed professional services engagements generating $250K in additional revenues per year. -- Earned multiple letters of appreciation from key customers in telecommunications, healthcare, financial services and federal government accounts

$222 MM Storage CompanyFulfilled multiple roles during tenure with Exabyte and Ecrix, a company acquired by Exabyte in 2001. -- Managed, trained, and motivated a Technical Support Team of 12 providing customer support to enterprise clients nationwide. -- Rapidly developed advanced subject matter expertise in Exabyte’s existing and emerging products; created tools and templates to improve product support across multiple operating platforms and environments. -- Represented company at Comdex and Linux World conferences. -- Conducted Microsoft certification testing for new tape drive (VXA) product line.