Mark Carlos is experienced in project management, from small and simple to large and complex, for technology, facilities...
MARK D. CARLOS Sacramento, CA 95831 (916) 870-3154
[email protected]
IT Director – Technology Manager Demonstrated successes: Project management, from small and simple to large and complex, for technology, facilities, and operations. Analysis and engineering of business organizational structure, workflows and processes Strategic planning of IT solutions that align with business strategies & operational constraints Consistent delivery and execution of IT solutions, on time and within budget Expense reduction through vigorous contract analysis and negotiations Proven record of communications, initiative, relationship development and successes with C-level leadership Distilling value, overcoming objections and forging strong, credible relationships with all leadership & staff Motivating, coaching and developing staff to reach peak performance levels Specialties: • Project Management • Program Management • Business Process Engineering & Re-engineering • MS-Project • Strategic Planning • Technology Rightsizing • Upgrades • Migrations • SLA Performance • Health Care • Standards Development • High Availability Planning • Matrix Teams • Budgeting/ Forecasting • MS-Office • Application Portfolio Management • Life Cycle Management • Communications • Contract Management • Data & Network Security • Training & Education • Customer Service & Support • Technical Service & Support Dynamic Innovative Leader, adept at planning, streamlining, delegating, driving productivity, seeking and implementing process efficiencies, and contributing to improved revenues and enhanced profitability Led the strategic planning and tactical efforts for technology transformations & upgrades Selected & managed the implementation of a replacement ERP application, development of integrated custom software applications, with integrated corporate website with Intranet & Extranet applications. Created new and made fundamental modifications to internal policies, processes & procedures. Developed process reviews and re-engineered policies, processes and procedures around new technology solutions. Contributed towards increased revenues and reduced sales administration costs. Authored & delivered content for communications, seminars, workshops, technical presentations, and product demonstrations. Created and improved customer/client relationships and employee satisfaction. Directed the move and expansion of facilities to maximize usable square footage, facilitating exponential growth. Developed teamwork strategies, improving operational efficiencies and employee satisfaction. Resourceful Problem-Solver, who combines technical knowledge with business acumen for results. Coordinated multi-million dollar technology projects, consistently completed on time & on/under budget. Developed and managed RFP development and responses, through scope and schedule definitions, contract negotiations, vendor management, product and GAP analysis, transitional and migration strategies, resource coordination, user acceptance testing, training, project reporting and presentations. Salvaged & furthered customer and account relationships, managed projects and initiatives to consistent on-time and under-budget results. Contributed directly to improved revenues and profit margins. Persuasive Client-Focused Communicator, with proactive approaches to address stakeholder perspectives, to set and manage expectations through strong written, verbal and presentation skills. Developed and delivered core strategies, project plans, and technology initiatives. Managed technical pre-sales, product marketing, and post-sales support teams to increase annual revenues and improve customer satisfaction. Hired, trained, motivated, and managed staff, inducing loyalty in diverse multi-cultural, multi-lingual workforces. Improved both customer and employee satisfaction, while reducing operational costs.
Resume of Mark D. Carlos
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CAREER EXPERIENCES:
Since May, 2011
Project Manager/ Applications Analyst
Sutter Health, Sacramento, CA
Providing application portfolio management and project management, across multiple clinical and business service lines, in addition to providing triage and troubleshooting for specific applications & customers. Provided project management, business and system analysis, design, development, documentation and configuration, as well as testing of clinical & business application upgrades & replacements. Monitoring systems for HIPAA compliance, data security compliance, operational and data integrity. Developed regional and corporate standardization strategies, aligning applications and workflows, and leading network, data, security, and user security standards. Significant interaction re: specifications and configurations of servers, storage, network, and security for data, voice & video. Led the regional migration effort to MS-Windows 7, responsible for ensuring compatibility of 300+ applications, contributing directly to the project leadership for the deployment to over 12,000 PC’s. Contributed to continuous process improvements for regional IS functions, methodology, processes and procedures. 2009 - 2011
President / Owner
MC Solutions, Sacramento, CA
Provided business & operational management and technology consulting services to independent commercial businesses and state/local governments. Retained to optimize operational processes and implement/advance technology initiatives in diverse areas including business operations, contract management, software project management, customer service & support programs, and sales & marketing strategies. Key contracts: 2009-10: Senior Business Analyst - Health Net. For a Federal contract to implement a replacement health care administration & management application, developed business, functional & and technical requirements documentation, requiring extensive research, communications with business & IT staff, and adhering to HIPAA compliance and Health Net's methodologies & systems. 2010-11: Senior Consultant / Project Manager - InTelegy Corporation. Provided consulting services to county governments for MediCal & Welfare programs. Designed, built and implemented technology and workflow solutions for social service programs, including call center strategies and database applications, improving county leadership and staff satisfaction, within budgetary realities of reduced funding. 2007 – 2009 VP of Operations
Freedom Financial Network, Sacramento, CA
Directed operations of three integrated call centers for multiple business units. Managed 140-member staff of call center agents, and Quality Assurance, Accounting, HR, and IT teams. Provided regulatory and ownership reporting, continuous process improvement initiatives, and customer satisfaction surveys. Led the expansion of facilities and infrastructure to support 200% growth. 2002 – 2006 Director of Information Technologies
Sierra Select Distributing, No. Highlands, CA
Created a 3-year technology plan, with a primary focus on replacing the outdated corporate ERP database application. Managed initiatives for data center expansion, network infrastructure enhancements, IP-based telephony, warehouse operations (product fulfillment & distribution), and desktop improvements (security & performance), .Directed IT and business operations staff (warehouse, accounting, sales administration, and HR). Created and managed a culture for continuing process improvements to business operations and technologies. Improved business and customer climates through redesign & re-launch of the corporate website, enabling customer interaction for orders, inventory status, and accounts receivable.
Resume of Mark D. Carlos
2000– 2002
Director of Technology
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Intellalab, Sacramento, CA
Created a pre-configured technology classroom, including relationships with technology manufacturers and service providers, to provide a turnkey solution for schools throughout California, Nevada, and Arizona. Designed & managed the first fully-functional Intellalab showcase, a marketing instrument for demonstrating the turnkey technology classroom solution. Conducted quarterly marketing events to press, government, educational leaders & target customers. Presented proof-of-concept demonstrations to corporate clients and government influencers. Managed all site-specific implementation projects. 1999 – 2000
Director of Government Sales
Special Order Systems, Rocklin, CA
Created and developed the government division; awarded CMAS contract to provide products & services to State of CA. Built a high-impact sales and technical team and designed proactive marketing initiatives, including monthly seminars/workshops in partnership with technology manufacturers. Defined & negotiated contracts and Statements of Work for multiple state agencies & departments, generating $3M in first-year. 1998 – 1999 Senior Consultant
Entex Information Systems, Sacramento, CA
Managed large-scale, state-wide projects (>$50M), employing PMI/PMBOK methodologies. Rescued imperiled contracts and advanced corporate position through improved communications & customer service. Delivered pre-sales presentations for technical services, product positioning, RFP/RFI responses, proposals, scopes of work, and technology project plans. Captured competitive bids for State of California and private businesses. Defined & negotiated product & services contracts and maintenance & support agreements. 1997 - 1998
Network Consulting Manager
3Com Corporation (US Robotics), Santa Clara, CA
Directed pre-sales systems engineering & technical marketing in North America for this F500 manufacturer of networking products & services; responsible for 45+ employees and $1M+ budget. Developed technical & marketing materials and support programs for new products. Administered the transition through the first year following acquisition of US Robotics ($2B+). Managed No. American technical pre-sales support & marketing, increased revenues of remote access products with improved profit margins. 1995 - 1997
Sr. Principal Systems Engineer
Bay Networks (Xylogics), Santa Clara, CA
Delivered technical sales presentations and product demonstrations to corporate clients for this F500 manufacturer of networking products and services. Expanded market share while serving as primary technical liaison for key F500 customer (Sun Microsystems), which generated over $20M in revenues, far exceeding corporate projections. Presented technical training sessions for management, sales & support staff following acquisition of Xylogics by Bay Networks.
1992 – 1995 Director of Technology Services
CommVision Corporation, Mountain View, CA
Created and directed a national support team for pre-sales, post-sales, technical marketing, and marketing communications for this start-up manufacturer of server-based technologies. Developed call center policies and team, and defined technical education courseware. Authored marketing collateral, and co-developed an automated “configurator” software application.
Resume of Mark D. Carlos
1991 – 1992
Senior Business Analyst
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Juvenile Courts - County of Sacramento, CA
Authored product requirements and product specifications documents through interviewing judges, court clerks, attorneys, law enforcement and clerical staff. Managed the prototype development for an automated Juvenile Court database solution. Developed operational manuals and instructional guides for court employees. Managed the implementation of the prototype for the first-ever automated solution. 1990 – 1991
Project Manager, ComputerLand of Hawaii, for a contract with governments of Hawaii
Directed the project for transitioning the Hawaiian state and county governments from mainframe-based computing to the first-ever PC-based LAN/WAN environment. Managed multiple teams, spanning five islands; including installation of over 1,000 desktop PC’s, over 60 servers, inter-island and intra-island network infrastructure, and over 30 software applications, with training for 1,000+ users. Project completed on time and on budget.
1987 – 1989 Sr. (Lead) Systems Engineer
Novell Corporation, Sunnyvale, CA
Led pre-sales technical support & marketing in California for this networking industry leader. Created Novell’s corporate Systems Engineering business plan, which became the standard for all sales regions throughout the world. Primary technical liaison to worldwide technology distributors (Ingram/Micro-D, Gates) and national resellers (ComputerLand and BusinessLand). Conducted product briefings, trainings, and supported national, regional and local trade shows and F500 sales presentations on Novell’s entire product line. Part of the team to create the first industry certification for networking expertise (CNE); achieved CNE designation.
Prior positions: Director of Technical Services, for a manufacturer of UNIX-based minicomputer systems Technical Support Manager, for a UNIX-based manufacturer of small-office systems Software Development & SQA Management, for a UNIX-based manufacturer of small-office systems Division Controller, for a manufacturer of word processing equipment Accounting Manager, for a small HMO
EDUCATION: Russell College, Burlingame, CA – BA Business Administration (Accounting) San Jose State University, San Jose, CA – undergraduate studies in Business Administration
Resume of Mark D. Carlos
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PROFESSIONAL DEVELOPMENT:
American Management Association (AMA) Customer Support Management Interpersonal Communications Managing IT Projects Risk Management
Dale Carnegie Institute Technical Sales & Marketing Presentation Skills Management Performance Building a Sales Team
International Institute of Business Analysis Modeling Business Processes SWOT Analysis Integrating Decision Modeling Into Your Requirements Process
AFFILIATIONS: Toastmasters International, member since 1991: achieved Distinguished Toastmaster (DTM) status in 2005 served in District 39 leadership as Area 54 Governor 2004-2005; Division E Governor 2005-2006 awarded Toastmaster of the Year for District 39 for 2006 multiple awards and recognitions for public speaking (keynotes, seminars, contests) Sacramento Youth Band, board member since 2011. John F. Kennedy High School Marching Band & Color Guard, parents’ committee member since 2012. Sam Brannan Middle School Band & Drum Line, parents’ committee member since 2013 Valley Hi Covenant Church; technology, finance and worship committees since 2002
