Mark Perkins Email & Phone Number

Responsible for growth and operations within Mission Critical Partners Lifecycle Managed Services Practice – providing consulting and lifecycle services to the Public Safety marketplace.

• Owner/PrincipalProviding Consulting Services specific to Call Center Operations, Managed Services, Network Operation Centers, Security Operation Centers, Depot Repair, Business Transformation, and other areas of.
• Optimization of Cost and Operational Efficiency
• Capacity and Resource Planning
• “Ground Up” Operation Design and Implementation
• Business System Selection and Implementation
• QMS Certification (ITIL, TL9000, ISO9000)

Westford, MA

• Responsible for “Ground Up” design and on-boarding of Sonus shared Network Operation Center focused on providing services to multiple Telco and Enterprise customers.
• Developed and Managed Operation Budget
• Developed Policy and Procedures
• Responsible for Design and Implementation of Staffing Model, Provided Oversight for all Hiring and Training
• Responsible for Monitoring System Implementation
• Responsible for Customer OnboardingResponsible for Oversight and Management of Sonus Networks Advanced Services Practice

Schaumburg, IL

Oversaw operations, cost, and margin performance for global device and board repair operation, with responsibility for over 2000 employees completing 3.5 million repairs annually in 54 locations across all continents. Managed both internal operations and outsourced vendor.Drove ~$8M annual cost savings by transitioning to majority outsourced model while.

Schaumburg, IL

Directed operations, cost, and margin performance of call centers in NALA and APAC regions, processing over 100K calls monthly across 6 locations providing 24x7x365 service with over 300 FTEs.Grew revenue 20%, moved margin from 5% to 35%, and improved employee satisfaction from 58% to 85% over 3-year period.Led delivery of technical support, technical.

Schaumburg, IL

Drove achievement of revenue and margin goals for: Lifecycle Management, Field Service Operations, Central Services, Managed Services, Repair Services & Depot Support, Rental Services and Repair Parts within North America. Managed relationships with 340 service subcontract entities. Achieved revenue goals of greater than $400M.