1. MARK A JACKSON
(M) 315.604.6846 Complete skills list at
markjacksonemail@gmail.com Operations Executive | General Manager www.linkedin.com/in/jacksonmarkallen
Summary of Skills
 Operations Refinement: Proven ability to deliver best-in-class productivity rates through the
rigorous application of quality assurance programs, with a strong emphasis on effective cross-
functional communication.
 Leadership: Consistently managed teams to elite levels of performance. Achieved results
through lead-from-behind culture development, ambitious goal setting, and highly attuned
individual coaching. Able to establish authentic connection with the employee, provide
motivation, and remove obstacles. Retained employees an average of eight years in a high-
turnover industry.
 Customer Experience Management: Committed to providing an unparalleled service
experience. Maintained customer satisfaction ratings of 97% through daily monitoring of
performance metrics and timely resolution of any and all concerns (expressed or anticipated).
 Change Management: Proven ability to lead through changes in corporate ownership and
culture. Quick to embrace shifts in strategic priorities and adapt to changing directives, while
sustaining staff morale and productivity.
 Computer Skills: MS Word, MS Excel, PeopleSoft (inventory), Kronos (payroll management),
ARRIS Workforce Management System (WorkAssure), Icoms (billing), Unified and Rio (status
monitoring).
PR OFESSION AL EXPER IEN C E
TIME WARNER CABLE
Auburn, NY
Plant Manager August 2006 - June 2014
Directed a broad portfolio of resources and functional groups to deliver cable, high speed internet, phone, fiber
optics, and home security services. Accountable for daily production metrics and customer satisfaction.
Responsible for installation and maintenance teams, fleet maintenance, warehouse functions, contracted labor, and
facilities. Managed a staff of 15 direct reports; an additional 3 indirect reports (customer service representatives);
and a fluctuating pool of contract labor.
 Drove a highly responsive service team to garner exceptional productivity rates. Attained outstanding on-
time arrival rates (98.3% vs. regional average of 94%), rapid delivery of repairs (on average same day - 1
day vs. division average of 1.5 - 3 days) and installations (1-3 days vs. division average of 3 - 7 days), and
low rework/return visit rates (8.1% vs. regional average of 10.1%).
 Calculated manpower resource availability and customer demand, and adjusted capacity to achieve target
days-out (backlog) for service or installation.
 Ensured cable system integrity, maintaining high rates of node health (98.6% vs. division average of 96%)
and low outage repair times (1.68 hrs on average vs. division average of 3.04 hrs) through rigorous
attention to system compliance (97.7% vs. division average of ~95%).
 Supported 25,000+ residential and business customers in multiple service areas and more than 400 miles
of plant.
 Managed every aspect of facility and grounds maintenance for the primary office, plus two remote
locations. Obtained bids and granted contracts for various services ranging from janitorial and landscaping
crews to seasonal plowing contracts.
 Constantly worked to ensure the safety and well-being of the employee, customer and company.
Responsible for education and compliance with OSHA and DOT regulations. Promoted safety awareness,
and made certain that robust practices were in place to protect workers.

2.  Partnered with other functional groups, including Customer Care, Dispatch and Advanced Technical
Services, to achieve common objectives. Collaborated to resolve reoccurring service issues and
scheduling conflicts. Built working relationships to support ongoing communication and alignment between
departments.
Technical Supervisor June 2014 - July 2015
Supported organizational restructuring (anticipated corporate acquisition of TWC) by focusing on operational
efficiency for the Service and Installation department. Achieved top 10% ranking among Northeast Region
supervisors of the company (more than 120 supervisors), and ranked #1 on a regular basis throughout the year.
 Senior supervisor responsible for the seamless integration of a second technical team and the hiring of an
additional supervisor. This effort resulted in the systems area of coverage more than doubling in size and
subscriber count.
 Trained and mentored the junior supervisor and lead technicians in a newly expanded department.
 Coached employees on how to identify barriers to achieving target metrics/quotas. Empowered employees
with the skills to resolve issues and implement operational improvements.
 Supervised 12 direct reports; an additional 15 indirect reports (second technical team and customer service
representatives); and a fluctuating pool of contract labor.
 Maintained a #1 performance ranking in the Western area of the CNY Division for twelve consecutive
months.
ADELPHIA COMMUNICATIONS
Auburn, NY
Technical Operations Manager [Plant Manager] March 2000 - August 2006
Managed the daily operations to provide cable and high speed internet services to residential and commercial
customers. Oversaw all staff including service/installation, dispatch, warehouse, maintenance, construction,
customer support representatives (union and non-union) and a supervisor, totaling 25 direct reports and a fluctuating
contractor pool.
 Maintained appropriate levels of inventory across functional areas using the PeopleSoft management
system; efforts included supply replenishment and distribution, inventory management, forecasting, audits,
and shipping/receiving.
 Managed vendor relationships: negotiated pricing, placed orders and ensured receipt. Resolved
delivery/billing issues. Successfully facilitated custom modifications to various products to better suit the
company's specific needs.
 Communicated and implemented all relevant processes, procedures, and policies, including technical,
customer care and safety instruction, and random audits. Ensured compliance with each.
 Specialized in providing high capacity fiber backbone services to municipalities, businesses, and area
school districts.
MILITARY EXPERIENCE
United States Navy
Aviation Electronics Technician (Petty Officer 3rd Class) Honorable Discharge
ADDITIONAL EXPERIENCE
Plant Maintenance & Fiber Optic Technician – Harron Communication/ Auburn Cablevision
EDUCATION
NAS Memphis, Millington Tennessee – Naval Air Technical Training Center
US Navy Avionics, Electronics, Certified Aviation Electronics Technician
Syracuse University – Time Warner Cable/Syracuse University Foundations of Leadership Certification
Program