MARK A.

GOOD
4274 St. Rt. 276 * Batavia, OH 45103 * (513) 403-2516 * mg625c84@westpost
.net
DIRECTOR OF INFORMATION SYSTEMS
* Over twenty years of telecommunications and information systems management exp
erience in multiple industries supporting thousands of users.
* Comprehensive understanding of business technology integration and the roles I
nformation Technology plays in an enterprise.
* Demonstrated success in IT project management, managing teams, coordination of
remote site build out and integration, and vendor relationship management.
* Executive management experience creating and delivering budgets, long-term and
short-term planning, and cross-departmental team building.
CORE COMPETENCIES
* Multiple ACD Platforms
* Personnel Development
* Logistics
* Capacity Planning
* Disaster Recovery * Quality Monitoring Systems
* Large-scale Project Management
* Remote Site Design/Implementation
* Point-of-Sale Management
* Call Center Administration * Scheduling/Forecasting
* WAN/LAN Topology
* Long Term Planning
* Sarbanes-Oxley Compliance
* Vendor Coordination
PROFESSIONAL EXPERIENCE
LCA VISION, INC. Cincinnati, OH
Leading provider of corrective eye surgery solutions for patients.
Director Information Systems, 2007 to April 2009
Manage telecom, server, and network infrastructure and the personnel supporting
the entire enterprise.
Key Results:
* Instrumental in the opening of 65 vision centers across the United States.
* Managed Sarbanes-Oxley 404 Information Technology audit since inception.
* Designed WAN/LAN Topology for entire enterprise.
* Involved in site selection candidacy.
* Managed the creation of two national data centers and call centers.
* Integrated multiple phone platforms.
* Managed key vendors in supporting the corporate infrastructure.
Call Center Director, 2000 to 2003
Responsible for all call center employees and the associated technologies.
Key Results:
* Moved call response level from 65 percent to 93 percent of customers.
* Designed proprietary patient scheduling application.
* Expanded the call center from 12 to 48 seats, improving customer service level
s.
* Developed first score card system for LCA Vision.
* Implemented first emergency response system for patients to reach their doctor
.

NORSTAN COMMUNICATIONS Cincinnati, OH

Telecommunications consulting and services.
Business Application Consultant, 1998 to 2000
Consulted various companies on best practices for business workflow.
Key Results:
* Supported call center applications in ACD environments.
* Custom report generation for call center managers.
* Technical Sales Support.
* Setup IVR systems to reduce overhead and improve customer satisfaction.
PROCTER & GAMBLE Cincinnati, OH
Manufacturer of quality goods and consumables.
Scheduling and Forecasting Specialist, 1996 to 1998
Developed a scheduling and forecasting model for multiple call centers. Predict
ed call volumes with 98 percent accuracy.
Call Center Team Lead, 1994 to 1996
Handled all escalation and training for a team of 30+ representatives.
Food and Beverage Product Specialist, 1993 to 1994
Training for call center representatives for food and beverage products.
Call Center Representative, 1992 to 1993
Handled non-product performance inquiries.

EDUCATION
NORTHERN KENTUCKY UNIVERSITY Highland Heights, KY
Bachelor of Science in Political Science and History (Magna cum Laude), 1991.
Awards:
* Deans List for five semesters.
* Honor Society for two years.
OF NOTE
* End-to-end management of LCA Visions 1600 sq-ft state of the art data center.
* Facilitated the technological growth from 12 to 77 locations for LCA Vision, I
nc.