7215 Natalie Janae LN NE Albuquerque, NM. 87109

Mobile 505-974-5562mbrooks505@msn.com

Mark Brooks Detailed

35 plus years in the business work force 25 years in Management, Project Management , covering experience across customer service internal or external, supporting technical services, logistics, process and procedures, business requirements, inventory network support , network builds configuration and growth, budget management and risk assessment. Sales negotiation experience covering business solutions for any size business.

March 2015 – Present Independent Consultant

Professional ServicesJune 2015 - Current, Professional Services, Project Management, supporting client’s infrastructure design and requirements, Metro Fiber customer in Houston Texas reviewing process flows from sales and operations to finance. Deliverables of full documented flows and specific documentation for each organization. Configuration and development of CRM for Sage 300 ERP launch and release. Support data integrity and project launch of new network inventory software application.

September 2014 – February 2015 CenturyLink

Acquisition Sales

Supporting, selling business solutions for communications and IT products, for businesses of all sizes. Products covering but not limited to Managed Office, Managed VOIP, Fiber +, CCE, Colocation data center core products.

April 2014 – September 2014 CEI Communications

Business Relations Manager

Support Sales as well as customer project integration in Telecommunications/IT industry. Supporting project management, RFI, RFQ, create bids, quotes, for wireless, wireline low voltage cabling, Wi-Fi communication networks for large commercial carriers as well as commercial business, state and local government. Working with GCs, electrical contractors on Cell towers and commercial facility new and upgraded infrastructure as required by SOW. Site surveys, proposals as well as managing various subcontractors for specific specifications for the success of Q&A on the job sales of ADTRAN line of products as well as other provider’s solutions.

July 2013 – October 2013 Comcast

Direct Sales Consultant Comcast

Comcast, sales, 10 weeks of training on Xifinty products, the theory and

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understanding of the delivering of services to residence and MDU’s as well as commercial customs.

February 2013 – July 2013 Wildflower Intl, Santa Fe NMProject Manager (Contractor)

Supported Project Management of contracts and services for the US Government, delivering of IT hardware and IT services across the United States for specific departments.

October 2003 – July 2012 Cricket Communications, Albuquerque NM

November 2011 - July 2012 Ericsson Services/Cricket Wireless, Albuquerque, NMProgram/Project Manager

Deliver managed services to “Cricket Wireless” supporting the wireless carrier inventory system “Granite” platform. Managed team of 3 software engineers. Support, community users that number over a hundred throughout the company. Daily support and configuration management, support all releases and upgrades, after hour maintenance and full administration services. Worked with network design teams or all network topology integration and ever changing evolution. Supported engineering on back-haul cities to major hubs, and then migrating markets from EVDO to LTE. Coordination with customer resources. Maintaining effective communication with the customer, the Account Executive, the Service Delivery Manager, Transition Manager and impacted parties, as appropriate.

October 2003 – November 2011 Cricket Wireless Albuquerque, NMOctober 2005 – November 2011, Cricket WirelessProject Manager II

Project Service Now, responsible PM for supporting replacing Remedy trouble ticket system with Service Now software ticket system. Communicating, utilizing and enforcing adherence to T-Systems’ and customer expectations, standards and methodologies, including standards and procedures for project reporting, internal processes and procedures.

2005 Project Granite responsible for the coordination and project times lines upgrading system from 6.2 to 7.3. Managing the cost, schedule and scope of the project.

2006 Project Granite responsible for the project to integrate Granite WORX module a work force management module. Assessment of customer requirements for the project. Managing dependencies and integrating activities with other departments and projects. Time-tracking and maintenance of the project database for analysis, statistics and hours reporting.

2006 Project Granite “two way feed” responsible for PM on integrating Granite to the Trouble ticket system Service NOW.

2007Part of PM team to implement with the Service Now team ITIL change management flow into Service Now for all operations. Maintenance of project records, including electronic directory, hard-copy files and project notebook.

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2007 – 2010 Project Managed and team lead on all network operations ARC add remove change, network maintenance and change management support (multiple projects required PM on demand). This included the installation and support of new network configurations including but not limited to new BTS cutovers, Cisco router installations, Fiber cutovers, network re-designs, full office cutovers and back-haul.

2007 – 2010 PM coordinated platform software upgrades with 20+ Lucent CO switches across the US. Coordinating all aspects of the delivery life cycle for the service offering. Building and maintaining positive working relationship with vendors and external/internal customers.

2008 project Granite responsible PM for Cricket integrating Granite with Siterra for Cricket national network BTS workforce management software. Maintaining effective communication with the customer, the Account Executive, the Service Delivery Manager, Transition Manager and impacted parties, as appropriate.

2009 project Granite integration PM adding IPAM module project into Granite to track and home all IPs for the Cricket National network. Identification of issues and risks, developing and implementing corrective actions.

2009 PM work with LTE team and vendor to roll out schedule and implementation plan, design and support roll out, naming convention and standards, power plant changes, router installation or BTS replacements.

2010 Project Granite supported LTE integration teams for all of Cricket network and building standards and implementation rules. Identification and recommendation of training needs for project members.

2010 Network build outs cell tower builds, project design, support implementation of backhaul and LTE network evolution. Developing project resource strategies, allocating budget, staff, tools, and specialized support necessary for cost effective implementation and customer training. Keeping current on internal and external professional development/trends within functional area and relating them to area of responsibility.

2010 PM design and implementation of Cisco cell site routes, procure schedule and track. Time-tracking and maintenance of the project database for analysis, statistics and hours reporting.

3/2005 –11/ 2011 Cricket Communications Albuquerque NM

Project Management coordinates and schedules all Lucent Switch upgrades for the Cricket Wireless networks effecting as many as 1000 cell sites. Building and maintaining positive working relationship with vendors and external/internal customers.

Project Manager over team responsible for all Cricket Wireless circuit inventory database, Granite by Telcordia. Granite Xing core, with modules include WorX, IPAM, Data loader, ASI API, WebXing, Rearrangement Manager. Responsible for budget, roadmaps and driving development of database as well as process and procedures. Standards, modeling and evolution in leased asset management and invoice reconciliation. Responsible for modeling and standards of network architecture of equipment and bandwidth, LTE, Ethernet, Optical down to VT1. Contributing to the creation and maintenance of the detailed project plan including, but not limited to, assignments, dependencies, milestones, tracking, leveling and base-lining. Ensuring the development, planning and accomplishment of Quality

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Assurance testing.

Reported directly to Director of Network Operations Center Technical support. Projects and responsibility include support coordination, vendor management of retrofits across Lucent, Nortel and Huawei vendors. Managing the preparation, authorization, reporting and fulfillment of changes to the project. Prepare and deliver presentations as required to demonstrate project approach, methodology or status. Upon request, provide ad-hoc reports and information in support of the teams, upper management and internal customers.

Availability reporting had one direct report, NOC Analyst responsible for network availability and reporting on LEC and carrier QOS, MTTR as well as equipment vendor failure rates and problem cases. All project reporting, such as regular status reports, lessons learned, periodic special reports and others.

Two technicians’s reporting as direct report responsible for Change Management across Data Operations and Wireless Operations, supporting change management work flows, reports, scheduling and notifications. Acted as conduit between regional managers and network operations center management and the teams across 46 markets. Cross communicated with carriers LECs on performance and MTTR QOS, coordinated LEC regional meetings. Direction, review and planning of daily project activities.

Granite circuit design equipment engineering inventory platform three Engineer’s reporting as direct report responsible for project Granite national inventory system in charge of planning future enhancements, interfaces, work flow process and standard naming conventions, responsibly for company inventory platform, reporting and integrating TEOCO invoice service. Worked directly with vendor on road map and system design forecasting and budgeting future application growth and requirements. Took lead on implementing a process team and standards team.

Trouble ticket system Service Now. Project testing platform. Worked with JDSU integration of NetAnaylst and NetOptimize Performance Management and testing platforms across Crickets network. Work directly with service vendors looking for solutions and platforms that enhance efficiencies save or create capital reviewing SOW presenting justifications to Sr. Management and managing the project integration and roll out process.

October 2003 – October 2005 Cricket Wireless Albuquerque, NMManager/Consultant, Network Manager Operations CenterContracted to take over a national wireless network located in 39 markets and with over 2000 network elements. Oversee 15 employees. Responsibilities include fault management, alarm management, all network reports including availability report and MTTR, trouble reporting and trouble management. Mission includes, but is not limited to, streamlining efficiencies, firming SLA’s, creating a NOC handbook, coordinating with regional operations directors and corporate headquarters, evaluating and raising employee satisfaction. Providing direction and establishing goals for project members. Maintaining accessibility, trust and the confidentiality of potentially sensitive information.NOTE: Came in on contract and hired full time with Cricket Communications in 5/2004 as Manager Network Operations Center. Responsible for Network Operations Control Center serving 39 markets. Offering level of service on a CDMA wireless network across the US.

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June 2003 – Oct 2003Stay at home child care

October 2002 – June 2003 Ionex/Birch Telecom Addison, TXManager, Network Operations CenterResponsible for building a team from 6 to 19 employees to repair, escalate, and manage troubles supporting a CLEC services platform of Voice and Data services. Accountable for QOS and availability KPIs while merger was taking place. Implemented scheduled maintenance process, surveillance and monitoring processes, implemented 24X7 managing approximately 100 tickets a day while taking multiple escalations working with Engineering, Field Operations and Customer Care. Part of a team that reported daily to an executive meeting on network issues and chronic customer issues. Assisted in closing Dallas office and rolling operations to KC facility. Maintaining accessibility, trust and the confidentiality of potentially sensitive information.

January 2001– September 2002 Looking Glass Network Dallas, TXDirector/Manager, Network Operations CenterResponsible for managing the design, building, deployment, implementation and integration of the Looking Glass National Operations Control Center. Responsibilities include: integration and support of workflow process, NMS and OSS architecture team involvement, driving processes between the NOCC and internal and external departments, field operations, vendors, partners and customers, staffing and budget management. The NOCC is responsible for network performance, certification and acceptance of metro SONET fiber rings, alarm surveillance and quality of service, schedule maintenance and repair. Support a team of three managers and six technical staff including the introduction of a Tier II support function. Created over thirty NOCC operational documents for internal and external use defining workflows and daily operation and maintenance. Exemplifying leadership values through personal professional conduct.

December 1998 – January 2001 NextLink/XO Communications Plano, TXSr. Manager, Network Operations CenterResponsible for managing the deployment, implementation and integration of the NextLink national switching and transport platforms (NT DMS 500) and fiber node architecture for the Network Operations Center Network Management System. Responsibilities include integration and support of workflow process and driving processes between the NextLink Technical Service Center in Plano TX and the NextLink affiliates. Responsible for network performance as well as grade of quality and integration of NextLink LAN Wan Data network support in the Network Management Center in preparation of commercial sales of Data services. Also responsible for NOCC management including policies and procedures, network monitoring and personnel management responsibilities. Maintaining accessibility, trust and the confidentiality of potentially sensitive information.

September 1998 – December 1998 Econophone Global ComDallas, TX/NYC, NYDirector, Network Management CenterResponsible for managing Network Control Center in College Station, TX with 15 employees. Responsible for upgrading policy and procedures and managing NCC

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performance. Also responsible for project management of engineering, design, planning, staffing and support of a new Global Network Management Center that was to be placed in Dallas TX. Acted as Sr. project manager on the standards committee to choose tools, and applications. Investigated network management systems, performance and provisioning support tools, network trouble ticket and inventory applications to manage the Global international Network supporting work flow process and procedure of operations. Also responsible for fault management, performance management, configuration management and security management. Maintaining accessibility, trust and the confidentiality of potentially sensitive information.

April 1998– September 1998 Flashnet Communications IP, Fort Worth, TXDirector, OperationsResponsible for delivering Network Engineering, Planning, Provisioning, New Technology Deployment, Service Development, Network Management and Field Operations in 30 cities. Developed $8 Million + budget. Report directly to the President of FlashNet Communications, the world’s largest privately held ISP. Personnel management responsibilities over 3 managers and 20 non-exempt and exempt.

August 1996 - April 1998 Ericsson Richardson, TXManager, Network Operations CenterPlanned and managed turn-up of $15 Million + NOC, based on Bell Core Telecommunications Management Network Architecture. Instrumental in planning and implementing infrastructure, staffing, process flows, procedural documentation, back office support, service proposals and pricing. Assisted with signing $3 Million + contracts in first 6 months of operations. Personnel management responsibilities over 2 supervisors and 14 non-exempt employees.

August 1994 – September 1996 MFS-Global Network Service/WorldCom Dallas, TXManager, Network Operations CenterPlanned and turned-up $20 Million + NMC. Management responsibilities over 6 supervisors and 40+ non-exempt and exempt employees. Including proactive/reactive maintenance of worldwide voice, data and transport networks, initial development and implementation of network management organization, surveillance, coordination of training, scheduling, procedural development, planning and facilitating consolidation of additional National Network Control Centers to the Dallas NMC.

October 1988 – August 1994 WilTel/LDDS/WorldCom Tulsa, OKSupervisor, Network Control CenterResponsible for over 18 non-exempt employees including scheduling, operations maintenance, carrier and customer interface. 10/1994 On loan, as acting area supervisor, October 1994 through February 1995, in Wichita, KS, covering 600 miles of fiber optic route 7 field engineers, including 4 end office terminals.

Technician IV, Network Control Center/ Field Operations11

Responsible for trouble ticket processing, technician tracking, maintenance and repair of fiber optics systems, customer interface, systems testing and turn-up, troubleshooting, disaster recovery, all phases of outside/inside plant regenerators/route and junction activities. Network Operations installation and maintenance.

Past Period 4/1978 - 8/1988Western Electric/ AT&T, ALLNET Communications/Frontier, US Sprint, TTS Telecom Atlanta Ga. Engineering outside plant installation.

Community Groups and Associations

ASAPM American Society for the Advancement of Project Management

KCBS from 2011 member and certified Judge

Frameworx Architecture Steering Team online community, tmforum

U.S. Green Building Counsel NM Chapter 2010

Uptown Lions Club Albuquerque NM from 2009

Training, Certification and Education

Comcast, Direct Sales Academy July 2013

Comcast, Direct Sales Representative Boot Camp July 2013

Comcast, Xfinity Product Training July 2013

Comcast, Selling the Value July 2013

Comcast, Sales Force Automation August 2013

Comcast, Xfinity Home System Training August 2013

Comcast, Xfinity Home Secure and Control Foundation August 2013

ISO 9001 Webinars June 2013, 1-11

1. Getting Started on Your ISO 9001 Certification

2. Overview of ISO 9001 Requirements

3. Document and Records Control

4. Writing Your ISO Documentation

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5. Implementing Document Control

6. Quality Policy and Objectives

7. Root Cause and Corrective Action

8. Measuring Customer Satisfaction & Feedback

9. Management Review

10. Basics of Internal Auditing

11. Preparing for the Registrar’s Audit

University of New Mexico, Project Management Masters Certification spring 1/2011 – 05/2011

University of New Mexico, Project Management Information Systems Certificate spring 2011

University of New Mexico, 21005 RQA Understanding Project Management 1/11 – 3/2011 University of New Mexico, 21025 RCA MS Project Mod 1 Project Plan Definitions 1/2011

University of New Mexico, 21030 RCA MS Project Mod 2 Budgeting and tracking 3/2011

University of New Mexico, 21004 RQA Initiating Projects & Building Teams 4/2011

University of New Mexico, 21010 RQA Integrating Project Management Principles & Practices 3/2011

University of New Mexico, 21030 RCA MS Project Mod 3 Team Communication & Productivity 2/2011

University of Tulsa Advanced Management Institute, MBA 4/1992

ITIL v3 Foundations Certification, by (Global Knowledge)

FQA Discover Real Estate Appraisal 8/2010

Professional and Leadership Development, Cricket WBT 11/2009

Taking Charge of Your Development, Cricket WBT 11/2009 Personal Empowerment Taking Initiative, Cricket WBT 11/2009

Change Management, Cricket WBT 11/2009

Leading Change, Cricket WBT 11/2009

Coaching for Success, WBT 12/2009

Coaching and Counseling Practice Ver. 2, Cricket WBT 12/2009

Communication, Active Listening, Cricket WBT 12/2009

Interaction Skills for Success, Cricket WBT 12/2009

Interpersonal Behavior Patterns 1&2, Cricket WBT 12/2009

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Conflict and Stress Management, Cricket WBT 12/2009

Conflict Resolution, Cricket WBT 12/09

Managing Emotions Under Pressure, 12/2007, 10/2008

How to build a Power Point 07, 10/2007

Professional/Certified Associates in Project Management 9/2006

Coaching For Success, Coaching For Improvement 10/2005

Interpersonal Communication Skills for Business Professionals 3/2005

New Hire Safety Orientation MOD 1, 2/2005

CDMA 2000 RNM System Administration, Ericsson 1/2005

Code of Ethics and Conduct policy overview 11/2004

RF Safety and Awareness Training 10/2004

Driving Safety and Awareness Review 11/2004

CBX 500/GX 550 Installation & Maintenance, 8/1999, Ascend

Performance Management for Managers, 3/2004

Coaching and Counseling

TELLABS TITAN 5500 digital cross connect operations and maintenance 9/1999

NavisCore NMS Fundamentals, 8/1999, Ascend

DMS 500 O & M, 8/1999, Nortel

Cultural Diversity Program, 8/1997, Ericsson

Telecoms 2000 Fundamentals, 4/1997, Ericsson

AXE Surveillance, 11/1996, Ericsson

CMS 40 RBS 2000 O&M, 10/1996, Ericsson

RF Basics EN LZB 119 3390/1, 9/1996, Ericsson

CME 20/CMS 40 System Survey - CBT, 9/1996, Ericsson

AXE Basic Method of Operations - CBT, 9/1996, Ericsson

Expert OJT System Workshop, 9/1995, Brandon Performance Tech., Inc.

MSS TR Handling and Packaging, 8/1995, Ericsson

ATM-10 Installation, Operation & Maintenance, 5/1993, NEC America, Inc.

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Advanced Management Institute, 4/1992, University of Tulsa

ASVAB Certification Project, 9/1991, Department of Defense

Rockwell LTS-21130 Advanced Training, 5/1990, WilTel

Power Plant and Battery Maintenance, 1/1990, WilTel

Fiber Optics Cleaning, 1/1990, WilTel

F & E System Training, 12/1989, WilTel

DMX-3003 Digital Multiplex Maintenance, 10/1989, Rockwell Int’l

ESD Awareness, 6/1989, WilTel

U405 Fiber Optic Transmission Systems, 3/1989, Fujitsu

U405/810 Fiber Optic Transmission System, 3/1989, Fujitsu

560MB FOTS & RC-28D, 11/1988, NEC America, Inc.

Cold Weather Survival Training, 10/1988, Universal Training Systems, Inc.

T Carrier - DS1, 12/1987, U.S. Sprint

BNC Connector Certification, WilTel

Basic Testing/Basic Electricity (160 hours), 8/1980, Western Electric

Specs and Drawings (80 hours), 1/1980, Western Electric

Electronic Switching (80 hours), 5/1979, Western Electric

Tulsa Community College, 1991-1992, Management Courses

Central Missouri State University, 1976-1978, general coursework

Professional and Leadership Development, Cricket WBT 11/2009

Taking Charge of Your Development, Cricket WBT 11/2009

Personal Empowerment Taking Initiative, Cricket WBT 11/2009

Change Management, Cricket WBT 11/09

Leading Change, Cricket WBT 11/2009

Coaching for Success, WBT 12/2009

Coaching and Counseling Practice Ver. 2, Cricket WBT 12/2009

Communication, Active Listening, Cricket WBT 12/2009

Interaction Skills for Success, Cricket WBT 12/2009

Interpersonal Behavior Patterns 1&2, Cricket WBT 12/2009

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Conflict and Stress Management, Cricket WBT 12/2009

Conflict Resolution, Cricket WBT 12/2009

Raytown South High School Graduated 05/1976

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