Mark Samuels Email & Phone Number

Dallas, TX, US

Dallas, Texas, United States

 Played a pivotal role in operationalizing and overseeing the various innovative programs dedicated to creating sustainable employment pathways for underserved young adults and veterans. Oversee the outsourced technical and product support wing, empowering our partner companies to focus on their core functionalities. This includes managing both on-site.

Fort Worth, Texas, United States

 Responsible for all Information Technology Service Desk staff and ensure that end users are receiving the appropriate technology assistance, of this 24x7x365 environment and of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. .

Dallas/Fort Worth Area

Technical Account Manager (TAM) trusted business advisor and advocate to Microsoft's Enterprise Customers, providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. By maintaining a long-term relationship with customers a TAM gains an understanding of the customers' overall.

Fort Worth Texas

Ensured customers are satisfied and can be utilized as a positive reference for HCC by ensuring the timely resolutions of problems and ensuring a positive installation experience. Provided guidance to, and oversees Field Support Engineers' efforts to ensure most effective resolution plans are being implemented. Escalates severe or recurring problems within.

Fort Worth Texas

Manage the development and delivery of training and services to business and industry clients. This includes but is not limited to: Facilitating proposal development to meet client needs, including developing pricing, instruction and delivery channels, etc.Overseeing project management activities including curriculum design, titles, instructor.

Leading producer of turnkey pharmacy software solutions, data clearinghouse solutions and web portal solutions for pharmacies nationwide.Providing strategic leadership and maintaining overall responsibility for the Product Support and Training Departments, including recruitment and retention programs, performance management systems, policies and.

Providing strategic leadership and maintaining overall responsibility for the Human Resource department and the Product Support department, including recruitment and retention programs, performance management systems, policies and procedures, new employee orientation and compliance, integrity and ethics training, employee relations, supervisor coaching and.

 Responsible for the recruiting, supervising, administration, mentoring, coaching, training and leading the efforts of Customer Support staff; consulted and guided staff in career development and performance management.  Working closely with customers and staff to identify solutions to meet business needs, and to resolve problems for new software.

 Responsible for supervising and enhancing the performance of 19 to 49 Developer Support Database Engineers; in the areas of customer satisfaction, technical expertise, quality and improved SLA response, as well as addressed escalation for critical and high impact issues. Maintained customer expectations for service coordinating with Premier Technical.

 Liaison between customers, Service Delivery/Contract Managers, and Field Engineers in order to provide customers with phone resolutions, Engineer arrival times, and call status updates.  Worked closely with Service Delivery Managers and Field Managers to insure that contractually bound service levels are met.  Evaluated work orders for prioritization.

Support Analyst for an international manufacturing firm. Provided IS/IT support to over 1500 users in North, Central, and South America. Services included desktop/helpdesk support services for end users with network connectivity issues, troubleshooting hardware issues, upgrading and installing hardware and software. Interacted with users through telephone.

 Responsible for support for Sprint of 40-60 Dell desktop systems, Toshiba and IBM notebook PC's. Administered and managed client accounts for 150+ users on Banyan Vines network. Responsible for hardware and software support of all equipment from client desktop to T1 circuit on Sprint WAN. Diagnosing and correction of software errors with both local and.

Various Locations

Operations Director / Master Trainer / Air Controller

Education record

 Sales  Prof. Selling Skills for Managers  Professional Selling Skills III  Sales Closing  Professional Selling Skills Core .

High School Diploma, General Education

Education record

 Support Center Manager  KCS Principles  HDI Support Center Director