Mark Hudak Email & Phone Number

Provo, Ut, Us

- Implemented 50+ major changes through DevOps and Github by developing, completing QA, and promoting to production - Facilitated a reduction of 80+ weekly work-hours by performing daily updates and change requests for users and managers - Improved user efficiency by 20% through utilizing 3rd Party API Integrations and Salesforce Flows to increase automation- Assisted in the creation and implementation of 3 new Lightning apps and 2 Customer portals- Trained over 150 licensed and guest users related to system changes and new solutions in our Salesforce Instance

United States

- Directly managed 6 premium-supported clients aggregating $1.1mil of annual recurring revenue- Coordinated with Sales and key decision makers to implement additional software solutions, adding $200k in recurring revenue- Conducted bi-weekly meetings with D-level and V-level Executives to dissect pain points and propose solutions- Established trust with clients by consistently delivering on commitments and providing transparent communication leading to 95% SLA compliance- Researched client operations to create solutions to potential problems to reduce billable support hours by 15%- Increased client satisfaction by promptly resolving 25+ weekly support tickets by troubleshooting and debugging issues encountered by dedicated clients- Managed several high-priority projects simultaneously, ensuring timely completion of tasks while maintaining quality standards- Mentored 30+ enterprise support engineers with their knowledge and responsibilities- Collaborated with sales representatives monthly to promote seamless product integration and enhance customer experience- Presented quarterly technical presentations to clients to explain product releases and software changes- Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships- Facilitated collaboration of multiple cross-functional teams to deliver customized solutions that exceeded client expectations- Gathered feedback from clients during quarterly UAT to improve product development and feature enhancement efforts- Authored 30 detailed technical documents for MasterControl products and features

Greater Salt Lake City Area

- Utilized Signature Service techniques to maintain 94% NPS level by providing premium support on all client interactions- Resolved 100+ monthly support tickets by providing timely and effective technical support via phone, email, chat, and remote access tools- Managed 20-30 concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines- Interfaced with backend developers daily to troubleshoot bugs and escalate high priority issues- Maintained 94% SLA compliance by resolving client issues in a timely manner- Improved system performance daily by troubleshooting and resolving complex technical issues for enterprise clients- Met with clients daily to serve as a liaison between clients and dev teams, effectively translating technical requirements into actionable steps for product enhancements and bug fixes- Trained 12 junior engineers in troubleshooting techniques, strengthening the team's overall skill set and problem-solving abilities- Contributed to the implementation and development of 10+ training programs for MasterControl modules

Lehi, Ut

- Mentored a team of 8-13 technicians to help them gain a stronger foundation of knowledge with Solutionreach software- Conducted bi-weekly 1-on-1s to ensure clear communication between technicians and management- Assumed responsibility of interactions with frustrated clients to de-escalate them and assist in resolving their concerns - Evaluated 20+ Software bugs per month, performing root cause before escalating to the software developers- Developed several comprehensive troubleshooting guides for internal use, improving team knowledge and performance- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives- Conducted weekly root cause analysis deep dives into technical issues and implemented preventive measures for future occurrences- Offered assistance in implementing and developing training programs

- Triaged 15+ customer issues daily to provide support via phone, chat, and email- Maintained 92% CSAT level by resolving complex technical issues promptly and effectively- Closed 250+ monthly internal and external customer interactions as Software Subject Matter Expert- Improved PRM usage by 15% by helping clients create patient engagement posts, messages, and newsletters- Setup ODBC connections to allow our software to access thousands of medical and dental databases- Verify API integration from cloud-based databases to our administrative servers- Examine XML export from data transfers to determine the cause of software issues

Provo, Utah Area

Advising on financial and marketing decisions, Discussing the company's social media strategy, Create promotional campaign ideas to generate business, Advise the owners on the direction to move their company

Provo, Utah Area

Answer incoming phone calls from owners of small to medium sized businesses with questions regarding Intuit Quickbooks Online. Troubleshoot a myriad of issues that prevent the normal functionality of the program. Strive to delight our customers.

Orem, Ut

Building the social media campaign for the company. Contacting potential celebrity ambassadors in the surf/skate world. Blog writer for the company.

Provo, Utah Area

Aid in the logistics of conferences and extracurricular camps hosted by Brigham young University during the spring and summer months.

Orem, Ut

Data input, call subcontractors, gather information, assist office staff

Nazareth, Pennsylvania

Helped with television and signage advertising campaigns, met with clients, statistics and demographic research, input data

San Bernardino, California

Share religious views with those investigating my faith, service work of all kinds, training meetings

Made pizzas start to finish, cashier, cleaned the store, and outside advertising, part of a team which made 500 pizzas for a local company every Friday in addition to our normal business rush.