Mark Brooks has over 35 years of experience in business management, project management, customer service, and technical services. He has held various leadership roles such as Director, Manager, and Project Manager. His experience spans industries including telecommunications, information technology, wireless networks, and cable television. He has a strong background in network operations, project management, and customer support.

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7215 Natalie Janae LN NE
Albuquerque, NM. 87109
Mobile 505-974-5562
mbrooks505@msn.com
MarkBrooks Detailed
35 plus years in the business work force 25 years in Management, Project
Management , covering experience across customer service internal or external,
supporting technical services, logistics, process and procedures, business
requirements, inventory network support , network builds configuration and growth,
budget management and risk assessment. Sales negotiation experience covering
business solutions for any size business.
March 2015 – Present Independent Consultant
Professional Services
June 2015 - Current, Professional Services, Project Management, supporting client’s
infrastructure design and requirements, Metro Fiber customer in Houston Texas reviewing
process flows from sales and operations to finance. Deliverables of full documented flows
and specific documentation for each organization. Configuration and development of CRM
for Sage 300 ERP launch and release. Support data integrity and project launch of new
network inventory software application.
September 2014 – February 2015 CenturyLink
Acquisition Sales
Supporting,selling business solutions for communications and ITproducts,for businesses of
all sizes.Products covering but not limited to Managed Office, Managed VOIP, Fiber +, CCE,
Colocation data center core products.
April 2014 – September 2014 CEI Communications
Business Relations Manager
SupportSales as well as customer projectintegration in Telecommunications/ITindustry.
Supporting projectmanagement,RFI, RFQ, create bids,quotes,for wireless,wireline low
voltage cabling,Wi-Fi communication networks for large commercial carriers as well as
commercial business,state and local government.Working with GCs,electrical contractors
on Cell towers and commercial facilitynew and upgraded infrastructure as required bySOW.
Site surveys, proposals as well as managing various subcontractors for specific
specifications for the success ofQ&A on the job sales ofADTRAN line of products as well as
other provider’s solutions.
July 2013 – October 2013 Comcast
Direct Sales Consultant Comcast
Comcast, sales, 10 weeks of training on Xifinty products, the theory and

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understanding of the delivering of services to residence and MDU’s as well as
commercial customs.
February 2013 – July 2013 Wildflower Intl, Santa Fe NM
Project Manager (Contractor)
Supported Project Management of contracts and services for the US Government,
delivering of IT hardware and IT services across the United States for specific
departments.
October 2003 – July 2012 Cricket Communications, Albuquerque NM
November 2011 - July 2012 Ericsson Services/Cricket Wireless, Albuquerque,
NM
Program/Project Manager
Deliver managed services to “Cricket Wireless” supporting the wireless carrier
inventory system “Granite” platform. Managed team of 3 software engineers.
Support, community users that number over a hundred throughout the company.
Daily support and configuration management, support all releases and upgrades,
after hour maintenance and full administration services. Worked with network
design teams or all network topology integration and ever changing evolution.
Supported engineering on back-haul cities to major hubs, and then migrating
markets from EVDO to LTE. Coordination with customer resources. Maintaining
effective communication with the customer, the Account Executive, the Service
Delivery Manager, Transition Manager and impacted parties, as appropriate.
October 2003 – November 2011 Cricket Wireless Albuquerque, NM
October 2005 – November 2011, Cricket Wireless
Project Manager II
Project Service Now, responsible PM for supporting replacing Remedy trouble
ticket system with Service Now software ticket system. Communicating, utilizing
and enforcing adherence to T-Systems’ and customer expectations, standards and
methodologies, including standards and procedures for project reporting, internal
processes and procedures.
2005 Project Granite responsible for the coordination and project times lines
upgrading system from 6.2 to 7.3. Managing the cost, schedule and scope of the
project.
2006 Project Granite responsible for the project to integrate Granite WORX module
a work force management module. Assessment of customer requirements for the
project. Managing dependencies and integrating activities with other departments
and projects. Time-tracking and maintenance of the project database for analysis,
statistics and hours reporting.
2006 Project Granite “two way feed” responsible for PM on integrating Granite to
the Trouble ticket system Service NOW.
2007Part of PM team to implement with the Service Now team ITIL change
management flow into Service Now for all operations. Maintenance of project
records, including electronic directory, hard-copy files and project notebook.

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2007 – 2010 Project Managed and team lead on all network operations ARC add
remove change, network maintenance and change management support (multiple
projects required PM on demand). This included the installation and support of new
network configurations including but not limited to new BTS cutovers, Cisco router
installations, Fiber cutovers, network re-designs, full office cutovers and back-haul.
2007 – 2010 PM coordinated platform software upgrades with 20+ Lucent CO
switches across the US. Coordinating all aspects of the delivery life cycle for the
service offering. Building and maintaining positive working relationship with vendors
and external/internal customers.
2008 project Granite responsible PM for Cricket integrating Granite with Siterra for
Cricket national network BTS workforce management software. Maintaining
effective communication with the customer, the Account Executive, the Service
Delivery Manager, Transition Manager and impacted parties, as appropriate.
2009 project Granite integration PM adding IPAM module project into Granite to
track and home all IPs for the Cricket National network. Identification of issues and
risks, developing and implementing corrective actions.
2009 PM work with LTE team and vendor to roll out schedule and implementation
plan, design and support roll out, naming convention and standards, power plant
changes, router installation or BTS replacements.
2010 Project Granite supported LTE integration teams for all of Cricket network and
building standards and implementation rules. Identification and recommendation of
training needs for project members.
2010 Network build outs cell tower builds, project design, support implementation of
backhaul and LTE network evolution. Developing project resource strategies,
allocating budget, staff, tools, and specialized support necessary for cost effective
implementation and customer training. Keeping current on internal and external
professional development/trends within functional area and relating them to area of
responsibility.
2010 PM design and implementation of Cisco cell site routes, procure schedule and
track. Time-tracking and maintenance of the project database for analysis, statistics
and hours reporting.
3/2005 –11/ 2011 Cricket Communications Albuquerque NM
Project Management coordinates and schedules all Lucent Switch upgrades for the
Cricket Wireless networks effecting as many as 1000 cell sites. Building and
maintaining positive working relationship with vendors and external/internal
customers.
Project Manager over team responsible for all Cricket Wireless circuit inventory
database, Granite by Telcordia. Granite Xing core, with modules include WorX,
IPAM, Data loader, ASI API, WebXing, Rearrangement Manager. Responsible for
budget, roadmaps and driving development of database as well as process and
procedures. Standards, modeling and evolution in leased asset management and
invoice reconciliation. Responsible for modeling and standards of network
architecture of equipment and bandwidth, LTE, Ethernet, Optical down to VT1.
Contributing to the creation and maintenance of the detailed project plan including,
but not limited to, assignments, dependencies, milestones, tracking, leveling and
base-lining. Ensuring the development, planning and accomplishment of Quality

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Assurance testing.
Reported directly to Director of Network Operations Center Technical support.
Projects and responsibility include support coordination, vendor management of
retrofits across Lucent, Nortel and Huawei vendors. Managing the preparation,
authorization, reporting and fulfillment of changes to the project. Prepare and
deliver presentations as required to demonstrate project approach, methodology or
status. Upon request, provide ad-hoc reports and information in support of the
teams, upper management and internal customers.
Availability reporting had one direct report, NOC Analyst responsible for network
availability and reporting on LEC and carrier QOS, MTTR as well as equipment
vendor failure rates and problem cases. All project reporting, such as regular status
reports, lessons learned, periodic special reports and others.
Two technicians’s reporting as direct report responsible for Change Management
across Data Operations and Wireless Operations, supporting change management
work flows, reports, scheduling and notifications. Acted as conduit between
regional managers and network operations center management and the teams
across 46 markets. Cross communicated with carriers LECs on performance and
MTTR QOS, coordinated LEC regional meetings. Direction, review and planning of
daily project activities.
Granite circuit design equipment engineering inventory platform three Engineer’s
reporting as direct report responsible for project Granite national inventory system
in charge of planning future enhancements, interfaces, work flow process and
standard naming conventions, responsibly for company inventory platform,
reporting and integrating TEOCO invoice service. Worked directly with vendor on
road map and system design forecasting and budgeting future application growth
and requirements. Took lead on implementing a process team and standards team.
Trouble ticket system Service Now. Project testing platform. Worked with JDSU
integration of NetAnaylst and NetOptimize Performance Management and testing
platforms across Crickets network. Work directly with service vendors looking for
solutions and platforms that enhance efficiencies save or create capital reviewing
SOW presenting justifications to Sr. Management and managing the project
integration and roll out process.
October 2003 – October 2005 Cricket Wireless Albuquerque, NM
Manager/Consultant, Network Manager Operations Center
Contracted to take over a national wireless network located in 39 markets and with over
2000 network elements. Oversee 15 employees. Responsibilities include fault
management, alarm management, all network reports including availability report and
MTTR, trouble reporting and trouble management. Mission includes, but is not limited to,
streamlining efficiencies, firming SLA’s, creating a NOC handbook, coordinating with
regional operations directors and corporate headquarters, evaluating and raising
employee satisfaction. Providing direction and establishing goals for project members.
Maintaining accessibility, trust and the confidentiality of potentially sensitive information.
NOTE: Came in on contract and hired full time with Cricket Communications in 5/2004
as Manager Network Operations Center. Responsible for Network Operations Control
Center serving 39 markets. Offering level of service on a CDMA wireless network across
the US.

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June 2003 – Oct 2003
Stay at home child care
October 2002 – June 2003 Ionex/Birch Telecom Addison, TX
Manager, Network Operations Center
Responsible for building a team from 6 to 19 employees to repair, escalate, and manage
troubles supporting a CLEC services platform of Voice and Data services. Accountable
for QOS and availability KPIs while merger was taking place. Implemented scheduled
maintenance process, surveillance and monitoring processes, implemented 24X7
managing approximately 100 tickets a day while taking multiple escalations working with
Engineering, Field Operations and Customer Care. Part of a team that reported daily to
an executive meeting on network issues and chronic customer issues. Assisted in
closing Dallas office and rolling operations to KC facility. Maintaining accessibility, trust
and the confidentiality of potentially sensitive information.
January 2001– September 2002 Looking Glass Network Dallas, TX
Director/Manager, Network Operations Center
Responsible for managing the design, building, deployment, implementation and
integration of the Looking Glass National Operations Control Center. Responsibilities
include: integration and support of workflow process, NMS and OSS architecture team
involvement, driving processes between the NOCC and internal and external
departments, field operations, vendors, partners and customers, staffing and budget
management. The NOCC is responsible for network performance, certification and
acceptance of metro SONET fiber rings, alarm surveillance and quality of service,
schedule maintenance and repair. Support a team of three managers and six technical
staff including the introduction of a Tier II support function. Created over thirty NOCC
operational documents for internal and external use defining workflows and daily
operation and maintenance. Exemplifying leadership values through personal
professional conduct.
December 1998 – January 2001 NextLink/XO Communications Plano, TX
Sr. Manager, Network Operations Center
Responsible for managing the deployment, implementation and integration of the
NextLink national switching and transport platforms (NT DMS 500) and fiber node
architecture for the Network Operations Center Network Management System.
Responsibilities include integration and support of workflow process and driving
processes between the NextLink Technical Service Center in Plano TX and the
NextLink affiliates. Responsible for network performance as well as grade of quality and
integration of NextLink LAN Wan Data network support in the Network Management
Center in preparation of commercial sales of Data services. Also responsible for NOCC
management including policies and procedures, network monitoring and personnel
management responsibilities. Maintaining accessibility, trust and the confidentiality of
potentially sensitive information.
September 1998 – December 1998 Econophone Global ComDallas, TX/NYC, NY
Director, Network Management Center

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Responsible for managing Network Control Center in College Station, TX with 15
employees. Responsible for upgrading policy and procedures and managing NCC
performance. Also responsible for project management of engineering, design, planning,
staffing and support of a new Global Network Management Center that was to be placed
in Dallas TX. Acted as Sr. project manager on the standards committee to choose tools,
and applications. Investigated network management systems, performance and
provisioning support tools, network trouble ticket and inventory applications to manage
the Global international Network supporting work flow process and procedure of
operations. Also responsible for fault management, performance management,
configuration management and security management. Maintaining accessibility, trust
and the confidentiality of potentially sensitive information.
April 1998– September 1998 Flashnet Communications IP, Fort Worth, TX
Director, Operations
Responsible for delivering Network Engineering, Planning, Provisioning, New
Technology Deployment, Service Development, Network Management and Field
Operations in 30 cities. Developed $8 Million + budget. Report directly to the President
of FlashNet Communications, the world’s largest privately held ISP. Personnel
management responsibilities over 3 managers and 20 non-exempt and exempt.
August 1996 - April 1998 Ericsson Richardson, TX
Manager, Network Operations Center
Planned and managed turn-up of $15 Million + NOC, based on Bell Core
Telecommunications Management Network Architecture. Instrumental in planning and
implementing infrastructure, staffing, process flows, procedural documentation, back
office support, service proposals and pricing. Assisted with signing $3 Million +
contracts in first 6 months of operations. Personnel management responsibilities over 2
supervisors and 14 non-exempt employees.
August 1994 – September 1996 MFS-Global Network Service/WorldCom Dallas,
TX
Manager, Network Operations Center
Planned and turned-up $20 Million + NMC. Management responsibilities over 6
supervisors and 40+ non-exempt and exempt employees. Including proactive/reactive
maintenance of worldwide voice, data and transport networks, initial development and
implementation of network management organization, surveillance, coordination of
training, scheduling, procedural development, planning and facilitating consolidation of
additional National Network Control Centers to the Dallas NMC.
October 1988 – August 1994 WilTel/LDDS/WorldCom Tulsa, OK
Supervisor, Network Control Center
Responsible for over 18 non-exempt employees including scheduling, operations
maintenance, carrier and customer interface. 10/1994 On loan, as acting area
supervisor, October 1994 through February 1995, in Wichita, KS, covering 600 miles of
fiber optic route 7 field engineers, including 4 end office terminals.

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Technician IV, Network Control Center/ Field Operations
Responsible for trouble ticket processing, technician tracking, maintenance and repair of
fiber optics systems, customer interface, systems testing and turn-up, troubleshooting,
disaster recovery, all phases of outside/inside plant regenerators/route and junction
activities. Network Operations installation and maintenance.
Past Period 4/1978 - 8/1988
Western Electric/ AT&T, ALLNET Communications/Frontier, US Sprint, TTS Telecom
Atlanta Ga. Engineering outside plant installation.
Community Groups and Associations
ASAPM American Society for the Advancement of Project Management
KCBS from 2011 member and certified Judge
Frameworx Architecture Steering Team online community, tmforum
U.S. Green Building Counsel NM Chapter 2010
Uptown Lions Club Albuquerque NM from 2009
Training, Certification and Education
Comcast, Direct Sales Academy July 2013
Comcast, Direct Sales Representative Boot Camp July 2013
Comcast, Xfinity Product Training July 2013
Comcast, Selling the Value July 2013
Comcast, Sales Force Automation August 2013
Comcast, Xfinity Home System Training August 2013
Comcast, Xfinity Home Secure and Control Foundation August 2013
ISO 9001 Webinars June 2013, 1-11
1. Getting Started on Your ISO 9001 Certification

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2. Overview of ISO 9001 Requirements
3. Document and Records Control
4. Writing Your ISO Documentation
5. Implementing Document Control
6. Quality Policy and Objectives
7. Root Cause and Corrective Action
8. Measuring Customer Satisfaction & Feedback
9. Management Review
10. Basics of Internal Auditing
11. Preparing for the Registrar’s Audit
University of New Mexico, Project Management Masters Certification spring 1/2011 – 05/2011
University of New Mexico, Project Management Information Systems Certificate spring 2011
University of New Mexico, 21005 RQA Understanding Project Management 1/11 – 3/2011
University of New Mexico, 21025 RCA MS Project Mod 1 Project Plan Definitions 1/2011
University of New Mexico, 21030 RCA MS Project Mod 2 Budgeting and tracking 3/2011
University of New Mexico, 21004 RQA Initiating Projects & Building Teams 4/2011
University of New Mexico, 21010 RQA Integrating Project Management Principles & Practices
3/2011
University of New Mexico, 21030 RCA MS Project Mod 3 Team Communication & Productivity
2/2011
University of Tulsa Advanced Management Institute, MBA 4/1992
ITIL v3 Foundations Certification, by (Global Knowledge)
FQA Discover Real Estate Appraisal 8/2010
Professional and Leadership Development, Cricket WBT 11/2009
Taking Charge of Your Development, Cricket WBT 11/2009
Personal Empowerment Taking Initiative, Cricket WBT 11/2009
Change Management, Cricket WBT 11/2009
Leading Change, Cricket WBT 11/2009
Coaching for Success, WBT 12/2009
Coaching and Counseling Practice Ver. 2, Cricket WBT 12/2009

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Communication, Active Listening, Cricket WBT 12/2009
Interaction Skills for Success, Cricket WBT 12/2009
Interpersonal Behavior Patterns 1&2, Cricket WBT 12/2009
Conflict and Stress Management, Cricket WBT 12/2009
Conflict Resolution, Cricket WBT 12/09
Managing Emotions Under Pressure, 12/2007, 10/2008
How to build a Power Point 07, 10/2007
Professional/Certified Associates in Project Management 9/2006
Coaching For Success, Coaching For Improvement 10/2005
Interpersonal Communication Skills for Business Professionals 3/2005
New Hire Safety Orientation MOD 1, 2/2005
CDMA 2000 RNM System Administration, Ericsson 1/2005
Code of Ethics and Conduct policy overview 11/2004
RF Safety and Awareness Training 10/2004
Driving Safety and Awareness Review 11/2004
CBX 500/GX 550 Installation & Maintenance, 8/1999, Ascend
Performance Management for Managers, 3/2004
Coaching and Counseling
TELLABS TITAN 5500 digital cross connect operations and maintenance 9/1999
NavisCore NMS Fundamentals, 8/1999, Ascend
DMS 500 O & M, 8/1999, Nortel
Cultural Diversity Program, 8/1997, Ericsson
Telecoms 2000 Fundamentals, 4/1997, Ericsson
AXE Surveillance, 11/1996, Ericsson
CMS 40 RBS 2000 O&M, 10/1996, Ericsson
RF Basics EN LZB 119 3390/1, 9/1996, Ericsson
CME 20/CMS 40 System Survey - CBT, 9/1996, Ericsson
AXE Basic Method of Operations - CBT, 9/1996, Ericsson

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Expert OJT System Workshop, 9/1995, Brandon Performance Tech., Inc.
MSS TR Handling and Packaging, 8/1995, Ericsson
ATM-10 Installation, Operation & Maintenance, 5/1993, NEC America, Inc.
Advanced Management Institute, 4/1992, University of Tulsa
ASVAB Certification Project, 9/1991, Department of Defense
Rockwell LTS-21130 Advanced Training, 5/1990, WilTel
Power Plant and Battery Maintenance, 1/1990, WilTel
Fiber Optics Cleaning, 1/1990, WilTel
F & E System Training, 12/1989, WilTel
DMX-3003 Digital Multiplex Maintenance, 10/1989, Rockwell Int’l
ESD Awareness, 6/1989, WilTel
U405 Fiber Optic Transmission Systems, 3/1989, Fujitsu
U405/810 Fiber Optic Transmission System, 3/1989, Fujitsu
560MB FOTS & RC-28D, 11/1988, NEC America, Inc.
Cold Weather Survival Training, 10/1988, Universal Training Systems, Inc.
T Carrier - DS1, 12/1987, U.S. Sprint
BNC Connector Certification, WilTel
Basic Testing/Basic Electricity (160 hours), 8/1980, Western Electric
Specs and Drawings (80 hours), 1/1980, Western Electric
Electronic Switching (80 hours), 5/1979, Western Electric
Tulsa Community College, 1991-1992, Management Courses
Central Missouri State University, 1976-1978, general coursework
Professional and Leadership Development, Cricket WBT 11/2009
Taking Charge of Your Development, Cricket WBT 11/2009
Personal Empowerment Taking Initiative, Cricket WBT 11/2009
Change Management, Cricket WBT 11/09
Leading Change, Cricket WBT 11/2009
Coaching for Success, WBT 12/2009
Coaching and Counseling Practice Ver. 2, Cricket WBT 12/2009

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Communication, Active Listening, Cricket WBT 12/2009
Interaction Skills for Success, Cricket WBT 12/2009
Interpersonal Behavior Patterns 1&2, Cricket WBT 12/2009
Conflict and Stress Management, Cricket WBT 12/2009
Conflict Resolution, Cricket WBT 12/2009
Raytown South High School Graduated 05/1976