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

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.
• 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.
• 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

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.

Master Of Science In Computer Information Systems, Computer Science

B.S., Environmental Science, 3.108

Activities and Societies: Environmental Science Club