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.
• 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.
• 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.
• 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.
• 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.

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..
• 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.
• 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.
• 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.