Mark is an HDI Certified Help Desk Manager, has been a consultant in the Help
Desk industry since 1995 when he was hired by IHS Helpdesk Service. His first
assignment was as a Level 1 analyst doing phone support at Johnson & Johnson Health
Care Systems. He has since undertaken consulting engagements with such
companies as Bellcore, Dow Jones, CBS, Sony Electronics, William and Mary College,
John Wiley & Sons, and TCS, a subsidiary of Tokyo Power and Light. Most recently he
was partner in the support industry consulting partnership DEMA Education where the
help desk practice focused on training support professionals. He played a key role in
the development of the HDI Support Center Team Lead Standard and courseware.
His expertise includes re-engineering operational processes as well as consulting on physical renovation of support center facilities. Mark also spent several years as Vice President of Operations for Quikteks, a New Jersey start up offering network services to small businesses.
Mark attended Drew University in Madison, NJ with majors in Political Science and Theater. After graduating he spent 13 years working behind the scenes for a variety of theatre and dance companies in the New York metropolitan area.
