Mark Mogge
Six Mile,SC
Summary
Dedicated IT service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced team organizer and team lead with over 20 years of experience in IT management and collaboration. Excellent reputation for resolving problems and improving customer satisfaction. Recognized consistently for performance excellence and contributions to success at Microsoft Corporation. Strengths in team leading, collaboration and onboarding new employees.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Client Account Manager
Cass Information Systems
Greenville, SC
06.2020 - Current
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Created and implemented new business opportunities by utilizing strategic networking strategies.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Facilitated business by implementing practical networking techniques.
- Trained clients in AI portal management and delivered PBI (Power Business Intelligence ) reporting for clients
Business Owner Hobbies South LLC
Self-employed
Pendleton, SC
12.2018 - 05.2020
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Consulted with customers to assess needs and propose optimal solutions.
- Input income and expense details into database to track business finances and address variances.
- Studied market to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Business start up, 100% of funding and start up costs were personal savings. Sold business for 200% profit in 2 years.
Senior Technical Account Manager
Microsoft
Charlotte, NC
02.2006 - 09.2018
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
- Resolved malfunctions with systems and programs through troubleshooting.
- Planned and conceived computer systems using information engineering, data modeling and structured analysis.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Maintained over 98% Customer Satisfaction rating (CSAT) for Fortune 500 companies in portfolio
- Maintained 10% YOY growth per customer in portfolio
Senior Technical Support Engineer
Microsoft
Charlotte, NC
12.2000 - 03.2006
- Served as primary point of contact for support relating to owned solutions and products.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Performed root cause analysis of reported issues to decisively discern and enact corrections.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.
- Maintained response times in compliance with internal policies to support business continuity.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained over 95% customer satisfaction rating via survey results
Education
Bachelor of Science - Accounting And Finance
Clemson University
Clemson, SC12.1994
Associate of Applied Science - Electrical Engineering
South Suburban College of Cook County
South Holland, IL03.1986
Skills
- Customer Service
- Decision Making
- Customer Communication
- Conflict Resolution
- Problem Solving
- Customer Technical Support
- Delivery Management
Affiliations
- Academy of Model Aeronautics (member 656623)
- National Association of Rocketry (NAR# 96132)
- Part 107 Commercial Drone Pilot (FAA)
- Veterans of Foreign Wars (VFW)
Certification
Part 107 FAA Commercial Drone Pilot
National Association of Rocketry Level 2 High Power Rocketry
Microsoft Certified Systems Engineer (MCSE)
Additional Information
I have been in the IT profession as a system engineer, team lead and customer service manager over the last 30 years. I am passionate about customer service and satisfaction. I am a demonstrated leader, forged in the military and practiced over my customer service focused career.
Languages
English
Full Professional
Spanish
Limited Working
Russian
Elementary
Timeline
Senior Client Account Manager
Cass Information Systems
06.2020 - Current
Business Owner Hobbies South LLC
Self-employed
12.2018 - 05.2020
Senior Technical Account Manager
Microsoft
02.2006 - 09.2018
Senior Technical Support Engineer
Microsoft
12.2000 - 03.2006
Bachelor of Science - Accounting And Finance
Clemson University
Associate of Applied Science - Electrical Engineering
South Suburban College of Cook County
Part 107 FAA Commercial Drone Pilot
National Association of Rocketry Level 2 High Power Rocketry
Microsoft Certified Systems Engineer (MCSE)
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