Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Awards
Generic

MARK A. JEFFORDS

Ashtabula,OH

Summary

Dynamic professional with over 20 years of experience in technical education, information technology, telecommunications, and project management, dedicated to driving the implementation, maintenance, and continuous development of technology-driven organizations. Expertise in leading projects from conception to execution, ensuring effective communication and resource management to achieve strategic objectives. Detail-oriented with a strong track record of efficiently managing multiple tasks in fast-paced environments. Recognized for a proactive approach to problem-solving, focusing on process optimization and team support to enhance overall performance.

Overview

21
21
years of professional experience

Work History

Senior Network Project Manager

AT&T
01.2019 - Current
  • Currently hold a Department of Justice Public Trust
  • Manage ongoing Cisco and Avaya projects for AT&T Federal Government customers including, but not limited to the Department of Homeland Security, U.S. House of Representatives, U.S. Air Force, U.S. Marine Corp, NASA and Department of Justice.
  • Work with internal account teams and field resources to facilitate scheduling and technician assignments
  • Work with vendors to coordinate technician assignments
  • Address and resolve customer complaints or service issues
  • Ensure that all functions were performed in a timely fashion to meet customer and company specifications
  • Responsible for planning, organizing, and directing all operations with respect to installation support, service and major moves, adds, and changes
  • Create and maintain survey templates, assignment and billing reports
  • Quote installation work based on survey results
  • Order materials based on survey results
  • Generate quotes for purchase orders based on yearly financial forecasts
  • Responsible for manually billing internal account teams
  • Manage 50 - 100+ orders daily

Manager Network Services – Technical Field Services

AT&T
04.2015 - 01.2019
  • Managing day to day activities for 15 direct reports covering Washington, D.C., Virginia, Maryland, Delaware and Pennsylvania for AT&T’s Technical Field Services and Government Solutions
  • Reviews technician performance and provides feedback and coaching to technicians designed to address performance issues
  • Conducts safety and quality inspections to ensure high quality and safe performance
  • Works with Dispatch to ensure that work is effectively assigned
  • Identifies and removes roadblocks to safe and efficient performance by technicians
  • Ensures that technician training is complete
  • Administers discipline to technicians and makes recommendations concerning long term suspensions or terminations of technicians
  • Addresses and resolves customer complaints or service issues
  • Receives technician grievances and resolves them at the step one level as appropriate
  • Handles other issues related to union matters, as necessary
  • Ensures that all functions are performed in a timely fashion to meet customer and company specifications
  • Responsible for planning, organizing, and directing all operations with respect to installation support, service and major moves, adds, and changes
  • Management of technicians includes responsibility for technician time reporting, payroll, and on-call or vacation scheduling
  • Responsible for utilizing Management Systems and Operational Control (MSOC) techniques to manage employee efficiency, performance, and customer service

Network Operations Supervisor/Switch Technician III

CRICKET COMMUNICATIONS, INC/AT&T
08.2008 - 04.2015
  • Held an active role in the build, launch, maintenance and growth of the IAD (Sterling, VA) and BWI (Baltimore, MD) markets
  • Responsible for maintaining all Ericsson CDMA equipment (to include Media Gateways, CSV’S and CPD’S, VSE, MTX, Solaris OS’s), Tellabs, Alcatel-Lucent and Cisco ASR9K equipment, monitoring cell sites, new site builds, T1 additions, carrier adds, trunk builds (SS7 Protocol) and equipment troubleshooting
  • Creating and maintaining accurate documentation pertaining to circuit information, site availability, router configurations, backup procedures, etc. I have assisted other Cricket markets with regards to their integration of Alcatel-Lucent equipment as well as day to day operations with Ericsson and Tellabs equipment
  • Work closely with RF Department to assist with ongoing network optimization which includes the collection and processing of network performance data
  • Maintain Data Center equipment during normal business hours as well as off business hours to include emergency maintenance, planned maintenance, installations, upgrades, system functionality testing, troubleshooting, etc
  • Perform Network Operations Supervisor duties for the Baltimore/Washington, D.C. markets as necessary due to corporate reorganizations and personnel transitions. Duties included but were not exclusive to scheduling day to day switch and field operations, site construction and repair, budgeting and compiling daily/weekly reports with regards to network availability, work performed, areas of concern and capital/operating expenditures

Education

Bachelor Of Applied Science Degree - Business Administration

Western Governors University
Salt Lake City, UT
01-2026

Certificate - You-Lead Business Management

Harvard Business Portal
Atlanta, GA
08-2016

Associate of Applied Science Degree - Network Administration

Remington College
Cleveland, OH
2002

Skills

  • Proficient in written communication
  • Proficient in verbal communication
  • Proficient in organization techniques
  • Organizational time strategies
  • Microsoft Office proficiency
  • Proficient in Microsoft Outlook
  • Excel proficiency
  • Effective visual communication using PowerPoint
  • Experienced in Microsoft Teams collaboration
  • Skilled in PTS-Salesforce management
  • Business Objects analysis
  • Project scheduling
  • Information confidentiality
  • Network administration

Accomplishments

• Chaired educational research paper presentation session, Educational Research Exchange Fifth Annual Conference, March 7, 2008, at Kent State University. Participating universities included: The University of Akron, Central State University, Cleveland State University, Kent State University, and Youngstown State University


• Presented workshop at the Educational Research Exchange Fifth Annual Conference, March 7, 2008, at Kent State University. Participating universities included: The University of Akron, Central State University, Cleveland State University, Kent State University, and Youngstown State University. Workshop presentation entitled Technology and Graphics for Educators. A power-point presentation described cutting-edge graphics technology and implications for practical uses by educators. Practical applications were examined and “de-constructed” for those who often find themselves technologically challenged


• Assisted in the creation of core competency documentation for future employee training.

Timeline

Senior Network Project Manager

AT&T
01.2019 - Current

Manager Network Services – Technical Field Services

AT&T
04.2015 - 01.2019

Network Operations Supervisor/Switch Technician III

CRICKET COMMUNICATIONS, INC/AT&T
08.2008 - 04.2015

Bachelor Of Applied Science Degree - Business Administration

Western Governors University

Certificate - You-Lead Business Management

Harvard Business Portal

Associate of Applied Science Degree - Network Administration

Remington College

Awards

AT&T Connection Award - 2025

AT&T Connection Award - 2024

AT&T Service Excellence Award - 2023

AT&T Connection Award - 2022

Cricket Baltimore/Washington, D.C. Employee of the Year 2009 thru 2011

Revol M.V.R. (Most Valuable Revolutionary) for Engineering Dept Aug 2007

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