MARK B.

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

Creative Problem Solving

Escalation Management
Vendor Relationships
Continuous Process Improvements
Distributed Network Management

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

Indyme Solutions San Diego California

Manufacturer of the Smart Response system, which is used by 22K retail stores to improve
customer service and loss prevention.
Senior Manager Customer Care
Strategic and tactical management of the Customer Service and Sales Support teams.
Developed and implement business plan and service strategy to introduce new services
and revenue streams.
Streamlined processes, policies and procedures to optimize departmental performance
and support the revenue and profitability of the organization.
Negotiated multiple Extended Service Agreements for over $700K, converting them to
evergreen for automatic renewal.
Developed custom workflows and reports using SQL, SSRS and Exact Macola and
Synergy, simplifying daily tasks and provide management metrics.
Expand service and support for international deployments.
Provide technical administration for Saleforce.com, Yesware, Box, and Basecamp.

1999 2014

RedDotNet Kiosks Carlsbad California

Kiosk manufacturer and solutions provider including hardware, software, back-end system
management and service.
Director Network Operations, Technical Support and Information Technology
Hired during start-up to create Network Operations Center department to manage widely

1986 1999

distributed network and providing B2B technical support helpdesk.

Developed call center to handle Customer Service direct to consumers (B2C).
Developed departmental policies and procedures, specified and recruited network operations and
call center staff, and defined requirements for custom built trouble ticket tracking system and
monitoring metrics.
Project manager for software development of Incident Management System used for tracking
trouble tickets and implementing escalation policies.
Negotiated vendor contracts resulting in up to 60% cost reductions per contract.
Spearheaded building relocation, requiring design of new environmentally controlled computer
server room and redundant networking infrastructure (LAN/WAN) for minimal business
disruption during transition, which came in on time and under budget.
Instituted call center metrics to reduce on-hold and talk time, while maintaining exemplary
customer service.
Developed tools and applications for monitoring and managing 1000 remote locations and
25,000 kiosks, without using expensive third-party RMM applications.
Managed vendor relationships for third party field technicians, as a partner rather than a vendor.
Continuously sought new vendors that could provide similar level of service at lower cost,
resulting in over 50% cost reductions.
Drafted Statement of Work (SOW) for third party technicians to properly install and service our
equipment in retail locations with minimal hand holding once on-site.
Handled all Configuration Management and New Release Deployment functions.
Wrote Service Level Agreements (SLA) to formally define internal and external customer and
vendors expectations.

General Instrument Sorrento Valley, California

Cable and satellite equipment manufacturer of conditional access (security encryption)
modules, set-top boxes and cable modems. GI developed digital television.
Senior Manager Computer Operations Center (Access Control Center)
Hired as a part time entry level employee and ascended rapidly to a senior management position

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

Business Information Systems San Diego State University

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