1. MARC DE COSTA
KEY COMPETENCIES
Leadership & Business Acumen
 6 years of leadership experience in achieving company objectives through alignment and implementation of
strategic initiatives.
 Strong business acumen and adept in exceeding key metrics. Recently appointed as the Manager of Budgets and
Contracts, and lead a team in managing the company’s contract services.
 Responsible for the administration and management of budgets including analysis and recommendations to resolve
budget related issues. Liaise directly with vendors to negotiate terms and address new approvals, invoices,
payments, and contract renewals.
 Supervisory roles overseeing up to 13 people with Human Resources responsibility for the recruitment,
interviewing, staff selection, training, development, and evaluations of the team.
 Serve as the Department Emergency Coordinator and Hawaiian Telcom’s liaison to the State in times of emergency.
Brief the governor and the Department of Emergency Management on network updates and provide information on
restoring communication to the State.
IT / Enterprise Network Support & Outage Management
 As the Enhanced Network Operations Center (eNOC) Manager and IP Services Group Manager, delivered 24/7
monitoring and surveillance of the entire Hawaiian Telcom network and its 500,000 customers and 200 locations.
 Subject matter expert and highly skilled in leading the team in providing Tier 1/2/3 support and executing high
level troubleshooting for large outages and network interruptions affecting the customer base. Deliver company-
wide communication and updates regarding issues.
 Expert in Class 5 switching fields – DMS, GTD 5, 5ESS. Adept at network monitoring and surveillance on the ATM,
MPLS, FRAME, and Virtual Machine Platform.
 Utilize key performance metrics to measure success and drive productivity. Proven track record of implementing
process improvements to increase efficiency, eliminate redundancy, and streamline workflow.
Project Management
• Experienced in leading project-based work inclusive of strategic design and development, planning, budget,
implementation, evaluation, and full project lifecycle management.
• Able to meet goals for established budgets, associated timelines, and project milestones.
• VOIP Upgrade project. Served as project manager overseeing 3 vendors and 2 groups tasked with upgrading the
VOIP provisioning and customer portal tool to a newer version. Completed the project one month ahead of
schedule and $132K under budget.
• FCC 911 Compliance project. Managed 5 groups responsible for ensuring compliance with federal government
regulations for 911 Call Centers. Project completed on-time and $50K under budget.
• Ring and Cable Report project. Led a 3-month project to develop a tool to identify customer details during major
outage situations. Managed a team of 2 vendors and 2 groups and through in-house development, saved over
$100K.
Corporate Security / Cyber Security
 As a Corporate Security Specialist, served as lead for all technical issues referred to Corporate Security.
 Led all Sarbanes-Oxley (SOX) and Payment Card Industry (PCI) compliance audits and inquires.
 Responded to subpoena requests to provide IP information.
 Managed and maintained the port mirroring function used by the FBI and other government agencies.
 Replied to customer and law enforcement inquiries regarding Phishing, IP attacks, and AUP violations.
 Responsible for maintaining system access requests for all of Hawaiian Telcom’s 325 applications.
Relationship Building & Customer Service
 Dynamic customer service provider and service leader with the ability to cultivate leads, build relationships, and
generate business growth.
 As the IPSG Manager, designated as Captain for Customer Service initiatives targeting TV service.
 Able to promptly address customer, vendor, and organizational concerns to reach a positive resolution. Skilled in
implementing process efficiencies and corrective measures to prevent reoccurrence.
 Strong interpersonal savvy in fostering vendor relationships and enjoy working with people of diverse cultures and
backgrounds.