Mark Hyde Email & Phone Number

Georgia, United States

● Leader of Cloud Professional Services group supporting four cloud-based product lines with 45 staff members distributed throughout North America and the Asia Pacific region.● Revamped the SOW process to clearly define the project scope and allow for clear project expectations and milestones resulting in increased customer satisfaction and more profitable projects● Responsible for contracting and negotiation with customers for both multiyear (ARR) contracts as well as for specific projects● Forecast and own the Professional Services revenue across four cloud product lines of 7 million a year. Including the regular reporting to management of expected revenue each month as well as projections for the year.● Reduced project backlog from 7 months to 30 days for starting a new project within 10 months of joining● Streamlined Project Management of new implementations to focus on detailed scoping, project deliverables and a standard installation timeframe along with increased customer communication● Collaborated with Development on product enhancements to speed up implementation timelines and increase customer satisfaction● Rapidly grew project team and incorporated new members for roles in Project Management, Business Consulting and Technical Consulting ● Led the performance review process, hiring, firing and assigning bonus and benefits based on staff performance● Worked across the departments of Account Management, Support and Product Development to facilitate clear project handovers and milestones, ensuring a positive customer experience ● Improved staff compliance with time recording and accuracy of time entered with a focus on billable time and increased utilization, achieving an average utilization between 65-70% across the teams● PS leader on the Go To Market (GTM) for new products and significant enhancements, ensuring that PS was ready and able to implement and support them at the time of release

New Brunswick, Nj

● Management of Professional Services group supporting a combination of hosting, change requests, projects and support for multiple product lines utilizing my current team, R&D, QA and Account Management to meet both internal and customer objectives● Managed negotiations, budgeting, sales, development, QA and support with a team of 30 supporting 50+ customers with a combined revenue of over 6 million a year.● Secured sale of managed service offering for hosting and support valued at over $5 Million over 5 years. Directly responsible for presales, budgeting, implementation, project planning, customer facing presentations and all contractual elements● Directly responsible for creating new services and offerings, documentation to describe them and liaise with Marketing and Account Management to assist with upsells● Achieved SOC2 Type 2 compliance against a large scale, multi-site, IT Hosting engagement ● Utilize ITIL based framework with a focus on continuous improvement of service and support● Proven ability to manage a diverse group of resources across demanding projects and products, utilizing complex technical architectures while meeting budgets and exceeding revenue targets● Provide cradle-to-grave oversight of software project management, leading the research, design, development, documentation, testing and rollout of enterprise applications for large fulfilment systems supporting multiple customer sites across the world● Responsible for strategic planning, hiring, resource allocation and project assignment● Manage support teams providing 24/7 support to ensure critical applications are available within agreed upon SLA’s● Demonstrated ability to repair customer relationships and get problem projects back on track● Technically articulate and driven to provide best in class solutions for internal and external stakeholders

New Brunswick, Nj

• Advanced through several promotions, culminating in Customer Site Manager role where I managed a team of 6 at multiple client sites• Worked closely with offshore QA team supporting all aspects of testing prior to promotion to production • Planned, managed and communicated project and budget status, both internally and externally to ensure that project timeline matched expectations and that agreed service levels were met• Managed multiple moves of physical hardware to VM’s and cloud-based servers for a variety of products

Somerset, Nj

• Supported all aspects of large fulfillment systems that manage Order Entry, A/R, A/P, Costing, GL, Warehouse, EDI, Royalties, Web services, Inquiry and Reporting.• Performed business analysis of new projects, wrote technical specifications and reviewed directly with the business to ensure all requirements are met• Designed dozens of software solutions driving continuous improvements to processes and systems to enable enhanced customer engagement • Extensive webservice experience with a focus on XML/SOAP based interfaces between front end websites, vendors and internal applications to enable real time order entry, customer self-service, warehouse interfaces and interfaces to internal systems

Master Of Science In Computer Information Systems, Computer Science

B.S., Environmental Science, 3.108

Activities and Societies: Environmental Science Club