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THEVENOT
WWW.LINKEDIN.COM/IN/MARKTHEVENOT
Vista, CA 92084
mark.thevenot@gmail.com
Cell: 760.822.5109
EXECUTIVE MANAGEMENT
Exemplary Customer Service
Accomplished Executive experienced in network operations, data center management, information technology, customer
technical support, sales support, database analytics, and security encryption. Decisive, results oriented leader with proven
success in developing customer service programs and long-term operational leadership. Track record of delighting
customers, mentoring staff, and spearheading operational improvements to increase service, drive productivity and
reduce costs. Excel in fast pace, demanding, dynamic environments while remaining focused and agile.
CORE COMPETENCIES
Visionary Leadership
Process Re-Engineering
Technology Acquisition
B2B Technical Support
Change Management
Customer Satisfaction
Staff Development
CRM Administration
Skillful Negotiator
Data Analytics
CAREER HIGHLIGHTS
Substantially improved productivity through the re-engineering of processes and the introduction of new
technologies resulting in significant cost savings.
Successfully reduced downtime for high-availability systems resulting in 99.7% up-time.
Increased customer satisfaction and confidence through implementation of inverse organizational chart,
placing the customer at the top of the chart and management at the bottom, resulting in a 35% customer
satisfaction increase in 2 years.
Created Start-up departmental staffing plans, operational policies and procedures, escalation procedures,
incident management system and key performance indicators (KPIs) for network operations and call center
in a start-up business, which grew from one pilot customer to over 1000 remote retail locations nationwide.
Creative and flexible manager accepting additional responsibilities and merging departments to continue
providing exceptional customer service through multiple reductions in force.
Engineered several cost reductions resulting in over $500K in annual cost savings.
Successfully developed several employees to management positions.
EMPLOYMENT EXPERIENCE
2014-Present
1999 2014
1986 1999
due to tireless work ethic, unmatched initiative, proficient pursuit of knowledge and thorough
understanding of day-to-day technical details, while not losing sight of the overall big picture.
Maintained large scale environmentally controlled raised floor computer room with highavailability (24/7) computers with quarterly Preventive Maintenance.
Pioneered Disaster Recovery Plan (DRP) and performed annual off-site testing to ensure
availability in the case of major disaster.
Outsourced formal annual customer satisfaction surveys distributed to over 150 senior level
executives to document progress of our customer service and loyalty programs, resulting in a
35% increase in two years. Communicated results in annual executive customer meetings.
Implemented focus groups consisting of key customers at operational and executive level to
evaluate and provide feedback on new products and services, making them a part of the solution.
Analyzed trends for capacity planning and high-availability technologies and proposed capital
expenditures for new technology while staying within budget.
Wrote numerous Cognos and SQL queries to support internal and external customer Business
Intelligence, Data Analytic and Security Analysis.
Education
Skills
Microsoft Windows, Office, Exchange, SQL Server database, Salesforce, Dynamics, Linux,
Cisco, Cloud, Google Apps, ITIL, HTML, CSS, CMS, Writing, ERP, VMWare, Mitel
Honors &
Certificates
Student Vice President, Perfect Attendance, Graduated top ten with honors, Deans List,
Executive Negotiation Certificate, Sybase SQL Certificate, Agile vs Waterfall Certificate