Mark Honer Email & Phone Number

Mountain View, Ca, Us

Palo Alto, Ca

As Director of Engineering in VMWare's Cloud Infrastructure Business Group, I had multiple responsibilities that included R&D testbed operations, product owner of the VVS Application development team, budget and hardware management and BU tools champion.• Product owner for Agile Scrum software development team.• Program Manager for R&D productivity tools, including Rally, JIRA, Confluence Wiki, bug tracking, and software code repositories. Worked closely with BU leadership to review product strategy, forecast future needs, and align hardware with R&D projects.• Serve as a Business Unit Owner for R&D hardware activities. Plan and manage a $4M annual hardware equipment budget. Design, launch, and operate infrastructure, network, storage, and monitoring systems to support R&D within SDDC product suites.• Reduced test hardware costs 40%, achieving $1.2M annual cost savings. Retired old hardware and migrated workload to cloud-based test solutions to optimize SDDC hardware test beds (proactively measured inventory utilization and removed unused tools). Reduced footprint by 1,432 servers in 1 year.• Decreased team headcount by 50% through using the company’s cloud tools to automate, standardize, and manage the infrastructure, resulting in a 75% reduction in management and support workload.• Contributed to a significant improvement in reliability and customer satisfaction by influencing VVS and VDF product network design. • Created a framework for all functions and activities that ensured complete transparency and accountability, reversing a prior history of inefficiency.• Achieved 99.9% uptime on infra clusters over 2 years with zero outages resulting from the success of the R&D testbed availability improvement.

Santa Clara, Ca

Designed, built, and managed customer service labs worldwide, providing valuable input on IT strategy, tool development, and industry best practices. Created datacenter and lab capacity forecasting and modeling tools. Planned and managed a $1M annual budget.• Reduced network outages by 99% through planning and leading the redesign of the lab network and VMWare environment. Inherited and reversed a prior history of 8-10 daily network crashes by building and migrating a new scalable lab.• Enabled the global sharing of lab equipment through implementing a new lab automation system, as well as developing standards for all company lab build-outs worldwide.

Sunnyvale, Ca

Built and managed skilled software team and managed operations for 17 global customer service lab. Managed a $10M annual budget. Defined consolidation and virtualization strategies and designed lab incident management system. Negotiated purchasing, procurement, and pricing with key vendors. • Created a successful equipment recycling program, resulting in $15M in savings over 3 years.• Consolidated 17 global support labs to 3 automated, virtualized support centers with $10M ROI.• Transformed and turned around under-performing lab, achieving Gold Standard company-wide.• Received Employee Bonus Recognition Award and improved customer satisfaction 3 years in a row.

San Jose, Ca

Managed a full range of customer service / support, telecommunications, and IT networking operations. Built sales demo environment. Developed customer service website, CRM, and call management systems. • Implemented Salesforce.com CRM, Avaya call center, support website, and secure file download.• Managed, upgraded, and transitioned telecommunication equipment to new facility.

Sunnyvale, Ca

Managed development, roll-out and maintenance of Juniper's call center applications; including Clarify CRM, Apropos IVR/Call Routing system, Knowledge Base, Customer Support Website.• Managed infrastructure and tools for Customer Service, including five outsourced service and support partners.• Designed and built Online Video Library for corporation.