Mark San Agustin
Old Bridge,NJ
Summary
Leader of Managed Services and Technical Programs with 18+ years’ experience in network engineering. Specialties include leading and scaling high-performing teams, driving successful deployments, and delivering innovative solutions for major Service Providers, Public Sector, and Enterprise clients. Strong history of success managing complex technical projects from inception to completion, consistently exceeding performance targets and customer expectations. Seeking a challenging Technical Program Manager role where I can leverage my leadership, technical expertise, and program management skills to drive impactful results and contribute to the growth of a leading organization.
Overview
20
20
years of professional experience
Work History
Sr. Manager, Professional Services
Gigamon, Inc.
Santa Clara (Remote), CA
01.2021 - Current
- Managed a team of 13-18 engineers and managers, overseeing major Service Provider, Public Sector and Enterprise customers
- Provided pre-sales support to account teams, driving new opportunities and business expansion for Service Provider, Public Sector, and Enterprise customers
- Ensured successful solution implementations by approving and guiding project-level efforts, for physical and virtual deployments(AWS, Azure RHEL, and VMWare)
- Conducted weekly one-on-one reviews focused on career development and performance
- Engaged with customers to review service performance, address needs, and provide escalation support
- Maintained budget forecasts to align with business objectives and pipeline needs
- Averaged 7.825 M, 284 projects with rating of 4.8 of 5 CSAT over 4 years
Principal Professional Services Engineer
Gigamon, Inc.
Santa Clara(Remote), CA
02.2019 - 12.2020
- Served as on-site and remote Resident Services Engineer for a major Service Provider, ensuring best practices for deployment and configuration
- Facilitated “bug-scrubs” and reviews for GVOS releases and feature assessments
- Trained and on-boarded offshore support teams to enhance customer engineering
- Acted as a liaison between customers, Gigamon Support, and Engineering to address features and reported issues
- Collaborated with account teams to meet customer requirements for existing and new products, to support physical, AWS and VMWare environments
Distinguished Engineer – DevOps
Verizon Wireless
Basking Ridge, NJ
05.2014 - 01.2019
- Spearheaded proprietary solutions to enhance customer experience through network design, implementation, and maintenance
- Led and managed a team of 10-17 deployment engineers to support the nationwide deployment
- Developed and implemented Methods of Procedures (MOPs) to support software-driven requirements
- Directed development of $30M in annual revenue-generating solutions, including network optimization, video optimization, sponsored data, and mobile-edge computing
- Led nationwide deployments and maintenance with zero downtime accountability
- Achieved 50% faster production timelines and reduced revision rates by 75%
- Decreased upgrade times by 57% through test tools and automation
- Earned national awards for testing philosophies that boosted throughput by 35%
- Conducted training for regional operations teams to support platform integration
Principal Member, Technical Staff
Verizon Wireless
Westlake, TX
08.2012 - 05.2014
- Directed interoperability testing for LTE and IMS vendors in the Verizon Network
- Designed and implemented VPN solutions for lab environments, ensuring isolation from production networks
- Managed a team responsible for testing new applications and services for IMS Core and Verizon network integration
- Integrated SIM-OTA platform within labs to facilitate accurate testing and activation
Member, Technical Staff - Data Services Engineer
Verizon Wireless
Branchburg, NJ
11.2009 - 08.2012
- Supported the Northeast Backbone transport network and regional connectivity for Mobile Switch Centers
- Executed projects to enhance network reliability, including migrations and capacity expansions
Data Services Engineer – Project Manager
Verizon Wireless
Branchburg, NJ
01.2005 - 11.2009
- Led national projects, including LTE implementation and MPLS migration, ensuring zero customer traffic impact
- Coordinated cross-department resources for seamless network enhancements
Education
Bachelor of Science - Technical Management
DeVry University
Chicago, IL01-2006
Associate of Applied Science - Telecommunications Management
DeVry University
North Brunswick, NJ01-1999
Skills
- Project management
- Budget forecasting
- Customer escalation support
- Service performance monitoring
- Pre-sales support
- Solution implementation
- Network optimization
- Cloud computing
- Agile methodologies
- Problem solving
- Organizational development
- Staff management
- Verbal and written communication
- Business development
- Project planning
- Hiring and training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr. Manager, Professional Services
Gigamon, Inc.
01.2021 - Current
Principal Professional Services Engineer
Gigamon, Inc.
02.2019 - 12.2020
Distinguished Engineer – DevOps
Verizon Wireless
05.2014 - 01.2019
Principal Member, Technical Staff
Verizon Wireless
08.2012 - 05.2014
Member, Technical Staff - Data Services Engineer
Verizon Wireless
11.2009 - 08.2012
Data Services Engineer – Project Manager
Verizon Wireless
01.2005 - 11.2009
Bachelor of Science - Technical Management
DeVry University
Associate of Applied Science - Telecommunications Management
DeVry University
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