Mark Wesley Email & Phone Number

Lexington, Kentucky, United States

Oversees creation, coordination, and tracking of learning events for the IBM Security Advanced Threat Support Education Team that builds and maintains the highest skill levels for over 250 people. Executes tasks for onboarding of new team members and the ongoing development of team members. Acts as champion and instructor for soft skills courses. Creates and maintains reports for the education budget and communicates status for all team activities.• Led big operational and project tasks including Red Hat Certification Tracking for all of Security, overseeing bi-monthly Operations Leadership calls, and building the monthly Education MOR presentations.

Primary single point of contact for six of the largest IBM Security accounts (AT&T, Citi, CIGNA, Kaiser Permanente, Pepsi, and Delta) driving all client relationship management, issues management, and communications. Oversaw the entire security portfolio deployed for each account ensuring client satisfaction with all aspects of IBM including services, deployments, and daily interactions. Engaged with all teams and created upsell and cross-sell opportunities for IBM.• Received nickname the "Chief Happiness Officer" from a major client due to my passion to make the customer successful in every way.

Lexington, Kentucky Area

Served as key project manager executing project activities including management of delivery for i2 Enablement Services supplying training services for internal employees, customers, and Business Partners. Performed requirements analysis, contract management, logistics, financial management, scheduling, managed resources, and event planning.Expertly oversaw delivery of training services for Safer Planet Technical Enablement Services that serviced IBM internal employees, as well as customers and Business Partners. Performed requirements analysis, contract management, logistics, financial management, scheduling, managed resources, and event planning.

I served as a customer advocate for IBM's large Software-as-a-Service (SaaS) customers utilizing IBM's Smarter Cities and Emptoris software products hosted in the cloud.- I worked with customers to in law enforcement, transportation, insurance and the public sector to make sure they were using best practices to maximize the utilization of their investment in IBM software and services.- I worked with devops, support, and development teams to deliver best of class service to our customers- I maintained excellent rapport with key account stakeholders including CxO level managers. - I worked with customers as they were adopting new technologies in the cloud.- I focused on client retention and growth of services. - I was responsible for contract management with customers using SaaS services including extensions and renewals.- I communicated information about upcoming changes including environment status and product enhancements.- I worked to receive feedback from customers to pass along to IBM stakeholders to better enhance the services provided.

Lexington, Kentucky, United States

Provided world-class support for Safer Planet i2, Smarter Cities Cloud, and on-premise customers making sure the IBM services, content, contacts, and community delivered maximum benefits. Facilitated user adoption, expanded solution footprint and add-on products or services, point of escalation on any roadblocks to success, drove customer upgrades, and ensured customer satisfaction and reference-ability.Fulfilled Education Delivery manager role for i2 learning services. Planned and reported on Revenue and Resource Utilization, scheduled courses, communicated with customers, and executed document management (SOWs/DOUs).

Lexington, Kentucky, United States

Acted as customer advocate for IBM's Industry Cloud Solutions' Emptoris and Smarter Cities clients. Collaborated with multiple internal teams including engineering, support, services, and sales to ensure client received the best quality services, content, contacts, and community to deliver a superior customer experience from IBM.

Served as the single point of contact for major corporate clients acting as a trusted adviser ensuring complete satisfaction, while maintaining and advancing the relationship. Drove the Accelerated Value Program (AVP) for clients by supplying personalized and prioritized account management, assistance with issues by engaging senior IBM Support experts, as well as with activities like proactive management, skills-sharing sessions, problem resolution advice and assistance, and access to product engineering.

Lexington, Kentucky, United States

Middletown, Ohio, United States

Lexington, Kentucky, United States

Lexington, Kentucky, United States

Bachelor Of Science, Computer Science - Business Specialization

Master'S Degree Of Business Administration (Mba), General Management