Mark Spain Email & Phone Number

Littleton, Co

• Develop reports from various data sources using the Cyberquery Business Intelligence tool• Siebel administration of routine setup tasks including rule configuration; new user setup; pick list, template, and predefined query maintenance; and new version upgrades.• Provide ongoing assistance and training to support the needs of Siebel end users.• Translating business requirements into configuration modifications for the continued enhancement and development of the system.• Accomplish related project outcomes.

Denver, Co

TECHNICAL CONSULTING: Supported the sales cycle of Cyberscience business intelligence software products, testing and delivering software, performing installations, providing training, presenting at user forums, publishing technical papers (Business Intelligence Best Practices), leading IT department, and general support tasks.PROGRAM MANAGEMENT: Led the Application Control Service (ACS) usage account program for the U.S. This program measured customer software usage. I acted as the single point of contact for all strategic accounts. Developed time-line gap reporting, which identified accounts at risk, and remediation plans based on technical and account management needs. Responsible to report results to executive management.IT LEADER: Performed system and network administration (DHCP, DNS, TCP/IP, Samba, top, strace, Asterisk), IT security (VPN, firewall, access control via ssh, tcpdump, traceroute, mtr, Wireshark, PKI keys), and backup architecture design (BackupPC) for all Linux, AIX, Sun, VMware, Windows Server: 2000, 2003, 2008 and Windows clients: XP, Vista, 7 for the U.S. offices.

Broomfield, Co

FINANCIAL MODELING: Created complex financial models for global line of business gross margin, profit and loss, and mid-range planning (MRP). This established financial guidance and baselines for over 240 managed teams worldwide.OPERATIONAL LEADERSHIP: Led the global development and management of executive C-level finance profit and loss reporting packs for the Learning Services line of business that resulted in more accurate MRP. I also pioneered the effort to initiate targets for Gross Margin, Net Margin, and goals against head count, e.g. Revenue per Head, Net Margin per Head, and Costs per Head (less corporate burdening).PERFORMANCE MEASURING: Produced detailed financial performance reporting, including trends against historical thresholds, as well as pro forma financial analysis for Learning Services and Managed Services.SUBJECT MATTER EXPERT: Actively participated as a subject matter expert on a corporate mergers and acquisition team to compare corporate educational performance metrics to industry e-learning delivery forecasts. I also developed and implemented a business process map framework (copyright granted), which acted as the requirements and development document for a consultative time recording system.SALES SUPPORT: Achieved aggressive year to year sales increase of 36% by providing critical business intelligence and specific sales gap analysis for Managed Services delivery.PARTNER MANAGEMENT: Strengthened strategic corporate partnering, generating a $100 million in new sales pipeline, by leading negotiation of a complicated software level agreement with a strategic corporate partner.

Broomfield, Co

CUSTOMER SERVICE: Provided back line support of complex enterprise systems consisting of High Availability/Parallel Database (HA/PDB) and Fault Tolerance systems for the largest mission critical customers.UTILITY DEVELOPMENT: The Mission Critical Support team lacked a way to automatically test remote tape libraries. I developed an automated tape library auditing diagnostic. This software program became part of the portfolio of test applications used by support personnel to isolate hardware and firmware problems. The tool is now maintained by a centralized tools development group. US copyright granted.SOFTWARE DEVELOPMENT: Took initiative to develop a Java-based software tracking system to streamline access to the team software library.SUBJECT MATTER EXPERT: The Learning Services line of business needed technical subject matter experts to author test questions for custom and industry standard operating system certification exams. I supported revenue growth by authoring a range of more rigorous Unix certification exams for customer delivery while participating in an IT Workforce Development project. These questions were mostly adopted by Learning Services for delivery to their customer base. Revenue from certification exams exceeded $4 million.

Louisville, Co

CUSTOMER SUPPORT: Contracted in a senior role at StorageTek, Inc. as a Software Engineer to perform level two support of the Unix-based REELS Backup and Librarian product line.SOFTWARE SPECIFICATIONS: Participated as a consultative member of a Software Verification Steering Team for the initial release of the REELS backup solution on the Microsoft NT platform. Responsible for test criteria, test suite inventory, establishing baseline parameters, and final report generation.

Englewood, Co

CUSTOMER SUPPORT: Trained and supported 200+ worldwide post-sales Unix system administrator clients.EXECUTIVE MANAGEMENT LIAISON: Revitalized customer relationships by acting as the lead support design strategist and implementation consultant for numerous high profile mass storage accounts. Engaged senior management and delivered escalation briefings for the board of directors.SUPPORT MANAGEMENT: Authored 80% of all escalated delivery action plans which were designed to minimize legal and financial risk and address customer satisfaction problems outside the account support contract.LEAD TESTER: Streamlined test lab procedures which positively affected customer satisfaction through better product quality and selection. Reduced service escalations and related costs by developing and delivering proprietary hardware and software training of mass storage offerings.LEAD INTEGRATOR: Ensured field installation integrity by configuring, tuning, and integrating 80% of worldwide installations and upgrades.SECURITY CLEARANCE: Possessed an active Single-Scope Background Investigation (SSBI) with "access" and TS/SCI security clearance.

Rota, Spain

CUSTOMER SUPPORT: Performed hardware and software support of 100+ Unix and PC workstations.TECHNICAL REPRESENTATIVE: Ensured contractual compliance by successfully designing and delivering network topologies, system-wide security strategies, and standardized testing methods to the on-site DoD customer.SPECIAL ASSIGNMENT: Worked in direct support of Operation Desert Storm.SECURITY CLEARANCE: DoD TS/SCI security clearance.

B.A., Management Studies

Mba, Finance And Accounting