Mark Baynes performed duties supporting various goverment and various telecom Fortune 500 companies. His efforts are currently in the Washington, DC area.

SAIC, Washington, DC

Watch Officer

April 2023 to Present

Managed and supported Incident, Problem, Change and Performance staff in a customer facing environment.
Managed network operation center and managed asset timelines.
Provided 24x7 service assurance escalation in support of government customer.
Managed team of technicians and engineers that provide asset lifecycle support (Service Delivery and Service Assurance).
Collaborateed with security representatives to validate security requirements and initiates background investigations.
KPI and SLA/SLO metric tracking with goal of exceeding productivity and performance goals.
Defined custom proactive and predictive incident approach to meet and exceed customer expectation.
Collaborate with system administration to validate configuration management databases and asset management.
Relocated critical equipment and team in support of government facility location initiative.
Coordinated and managed move of network management system (NMS) from government facility.
Successfully piloted and implemented wireless WAN solution in support of government customer.
Developed staff guidelines and productivity metrics for AT&T government dedicated
Executed training program to ensure technical teams were well prepared for new corporate business.

AT&T Inc, Hillsboro, VA
Sr. Technology Solutions Manager, November 2021 to November 2022

Managed and supported Incident, Problem, Change and Performance staff in a customer facing environment.
Isolated customer security incidents. (website access, firewall, VLAN, etc.)
Implemented service level measures to traffic personnel resolution actions.
Created Service NOW performance reports.
Assisted call center phone system implementation.
Implemented and measured KPI data to increase technician productivity.
Worked with various personnel to implement call center phone system.

AT&T Inc, Oakton, VA

Area Manager,

November 2011 to November 2021

AT&T, Oakton, VA

Sr. Network Support Specialist,

May 2008 to October 2011

Execute duties as team lead by responding and resolving escalated conditions involving routers, circuits, modems, service delivery and device management system incidents and
problems.
Advanced by senior management to perform duties as Performance
Managed by analyzing and providing critical performance data to government customer client.
Played vital role in implementing performance device management strategies.

Sprint Corporation,

December 1995 to May 2008

Serve as the primary point of contact for Enterprise Incidents and Changes for the Operations Center

Coordinates support of the Department of State Enterprise-wide systems and services associated with networking, voice services, security operations, email and related collaboration tools, and Enterprise mobility and messaging

Develops and manages ITIL-based services using Service Operations, Service Transition and Continual Service Improvement methodologies.

Reviewed the effectiveness and efficiency of the Incident and Change Management framework and processes.

Interfaces, coordinates, and resolves issues with multiple senior government managers and worldwide embassies and posts.

Managed Cisco routers and Cisco switches.
Provide end-to-end incident, problem, and configuration management support.
Reviewed and completed VoIP dial-peer network change requests.
o Attended and briefed customer senior management during daily network review meetings. o
Conducted customer service offering executive presentations to existing and potential business customers.
Hosted government personel and demonstrated functionality of performance platforms to managed services customers.
Troubleshot and resolved government and commercial customer WAN and LAN service conditions. As lead, provided customer escalation support and maintained incident ownership.
Managed, tracked and resolved government customer WAN and LAN conditions.
Trained and provided lead technical support to team of operation engineers. In addition, acted as point of escalation.
Briefed and provided network (OC48 and DS3) event analysis reports to respective government customers.
Diagnosed nationwide SS7 voice trunk group troubles in domestic switches by assessing call condiotions.
processing, call routing, and trunk measurement data.
Performed administrator duties by maintaining pin updates, billing information, user database and associated equipment in support of emergency phonecard system.

United States Army,

June 1989 - December 1995

Performed duties as a rapid deployment repair technician of mobile multi-channel equipment.
Performed dispatch and repair of microwave and SATCOM communications during global incidents.

Supported worldwide communications infrastructure during Desert Shield/Storm.
Maintained COMSEC and supported Top Secret programs.
Performed transmission troubleshooting on circuits, DS0 to DS1 circuits.
Performed and documented Quality Control Tests (C-Notch, C-Message, Envelope Delay, Impulse Noise) using test equipment such as TC2000, 4935A to ensure validate analog circuit specifications. Utilized Fireberd 6000 and T-Berd test equipment while performing validation installation tests and fault isolation.
As team lead, was responsible for locating fiber breaks using OTDR (optical time domain reflectometer) in support of the Armed Forces Television Network.