Project Manager
Greater Boston Area
- Past
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- Project Manager at MediaFriends
- Senior Project Manager- Program Management Office at Comverse
- Assistant Director In-Service Support, Comverse Americas Services at Comverse
- Technical Lead at Comverse Wakefield, MA
- Senior UNIX Systems Engineer at Harte-Hanks Data Technologies
- UNIX and Desktop Administrator at Workgroup Solutions
- Systems Analyst at Computer Sciences Company (CSC)
- Noncommissioned Officer In Charge Desktop Support at Information Management Group USAF
- Education
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- Western New England College
- Recommended
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1 person has recommended Mark - Connections
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- Industry
- Telecommunications
- Websites
Mark Nassal’s Summary
Senior Level Program Manager with 22 years of Information Technology (IT), Telecommunications, Broadband, Social Media, and business management experience with emphasis on complex deliveries, customer relationship management, and program management. Proven ability to manage in dynamic, fast-paced highly technical environments. Able to hit the ground running with new products and technologies. Experienced in creating and leading teams in a strong matrix organization creating vision, strategies, and plans in midst of rapid growth and change. Strong communication and team building skills.
Mark Nassal’s Specialties:
Technical Project Management
Mark Nassal’s Experience
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Project Manager
MediaFriends
(Telecommunications industry)
October 2007 — July 2009 (1 year 10 months)
Brought onboard to build structure around the product specification and delivery process, while assisting senior management in the transition from a “Startup” organization to a sustaining organization.
Created the Program Management Office (PMO) from the ground up including implementation of processes, procedures, and forms based on Project Management Institute (PMI) guidelines. Successfully managed product deliveries into Cable Multiple System Operators (MSO) and Telephony Carriers in Canada, US, and Latin America. Customers included Comcast, Comcast Media Center, Videotron, VTR, Onelink, Liberty Puerto Rico, Telmex, and Sprint.
- Consistently received exemplary ratings in customer satisfaction surveys in spite of the challenges associated with new product deliveries.
- Maintained continuous alignment of program scope with strategic business objectives, making recommendations to modify the program to enhance effectiveness toward the business result or strategic goals.
- Prepared detailed project plans using MS Project, Omni Plan, and Quickbase adhering to PMI guidance. Monitored and reported progress and changes against agreed baseline to stakeholders and senior management.
- Managed scope definition and closure, preparing Statements of Work (SOW), and Effort Estimations in cooperation with the Sales team.
- Supported the Operations team in the preparation and processing of Method of Procedures (MOP’s), Site Surveys, and Acceptance Testing Plans (ATP’s).
- Anticipated issues associated with project implementation and worked to reduce or eliminate risks.
- In-house Social Media Guru advising the Product and Marketing teams with product definitions and promotional methodology.
- Interim Product Management for MediFriends Enhanced TV Binary Interchange Format (EBIF) client and the Device to Device (D2D) SMS social media product.
- Coached, mentored and led personnel within a technical team environment. -
Senior Project Manager- Program Management Office
Comverse
(Public Company; CMVT.PK; Telecommunications industry)
2004 — 2007 (3 years )
Managed large-scale, complex deployments of Comverse value-added telephony products into US and Canadian tier 1 telephony carriers such as ATT, Rogers, Bell South, Verizon, Sprint, and T-Mobile.
Was key player in the implementation of Profit and Loss (P&L) methodologies and tracking mechanisms in the US Program Management Office. Developed a web-based data collection application for tracking cross departmental P&L data using PHP, Pearl, CSS, Javascript, and MySQL.
Managed Comverse’s largest deployment of the Ring Back Tones platform (2M + subscribers) throughout the geographically diversified ATT wireless and Ericsson networks. One of the greatest challenges in this project was the management of the unusually layered customer relationship. Ericsson was the Comverse direct customer hosting the solution for AT&T, while Motricity was managing the content assets. Through daily customer calls and on-site planning sessions I was able to build a highly collaborative relationship based on cooperation and trust ensuring a successful delivery in spite of incredibly short deadlines.
- Created and managed to detailed project plans using MS Project and project database/dashboard.
- Managed scope definition and closure, preparing Statements of Work (SOW), and Effort Estimations in cooperation with the Sales team.
- Provided customer management for the Field Services teams during delivery maintenance windows allowing the technical teams to focus on their activities.
- Assisted senior department management with overall resource scheduling and administration.
- Supported the Operations team in the preparation and processing of Method of Procedures (MOP’s), Site Surveys, and Acceptance Testing Plans (ATP’s).
- Coached and mentored new project managers and engineers assigned to my projects.
- Consistently received near perfect scores in customer satisfaction surveys. -
Assistant Director In-Service Support, Comverse Americas Services
Comverse
(Public Company; CMVT.PK; Telecommunications industry)
March 2001 — October 2004 (3 years 8 months)
Accountable for the day-to-day operations of the Technical Assistance and Call Centers. Managed activities of 34 direct reports in 3 countries (US, Mexico, and Brazil). The team was comprised of tier 2, and 3 support engineers, Call Center administrators, and technical leads.
Was the primary facilitator of After Action Reviews (formal “lessons learned”) following critical customer incidents throughout the organization. These reviews were non-confrontational, cross-departmental examinations of the actions throughout the life cycle of a given event with the intention of preventing future occurrences. Upon completion of the review I provided a formal presentation to senior management, the team, and to the customer as appropriate.
Performed a complete update and rewrite/creation as applicable to all formal process and procedures used by the Technical Assistance Center. Worked with document control to assure such documents were published on the corporate intranet.
Spearheaded a taskforce to review and assure integration of processes between the Project Management Office and the Customer Support organization.
- Provided coaching and mentoring to the team leaders and engineers to ensure achievement of the department’s revenue objectives.
- Built solid, productive relationships with senior management, cross functional organizations such as Operations, Logistics, R&D, Field Service, QA, Program Management, and Sales. These cross functional relationships allowed me to pull resources together at a moment’s notice in resolution of customer issues.
- Communicated business strategies, goals, and results to the Customer Service team.
- Responsible for compliance of Service Level Agreements with customers by monitoring data produced by Customer Relationship Management software. Assuring timely escalations, case closures, and customer call backs. Maintenance review meetings were held with team leaders on a weekly basis to assume compliance with their accounts. -
Technical Lead
Comverse Wakefield, MA
(Telecommunications industry)
March 1999 — 2001 (2 years )
Customer interface into the Comverse Technical Assistance Center Wakefield for assigned clients. Customers included BellSouth, Southwestern Bell, AT&T, and several smaller CLEC’s. Responsible for the day-to-day activities of three senior lead engineers assigned to my accounts, driving reliability into the Product Divisions, compliance of Service Level Agreement (SLA) turnaround times, customer satisfaction, and project management of software updates into the customer networks.
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Senior UNIX Systems Engineer
Harte-Hanks Data Technologies
(Public Company; Computer Software industry)
1996 — 1999 (3 years )
Provided senior level engineering support of hardware and OS for Harte Hanks hosted and on-site database solutions.
Responsibilities included: providing Unix support to internal users under the IT umbrella, deployment and support of Harte Hanks products to US customers in the field and hosted environment, managed network security and Checkpoint Firewalls for hosted customers; developing and maintained in-house MySQL/Java data base solutions used by the IT team, Managed some sixty Unix servers (SUN, IBM, HP, DEC, Linux), and scripting in Perl, AWK, and Javascript as part of the Unix IT team. Was formally certified on all SUN hardware up to their mainframe equivalent. -
UNIX and Desktop Administrator
Workgroup Solutions
(Computer Networking industry)
1994 — 1996 (2 years )
Provided day-to-day admin support for the company's UNIX, NT, and network infrastructure. Responsible for desktop support of UNIX, Windows, and MAC desktop systems to 25 corporate users. Supervised two part-time engineers.
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Systems Analyst
Computer Sciences Company (CSC)
(Computer Software industry)
1993 — 1994 (1 year )
Project liaison between US Air Force Information Management and CSC for technical solutions to be delivered into the Air Force network at Hanscom Air Force Base by CSC.
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Noncommissioned Officer In Charge Desktop Support
Information Management Group USAF
(Military industry)
1990 — 1993 (3 years )
Responsible for day-to-day IT and desktop support for Hanscom Air Force Base Information Management. Provided technical support for the creation and implementation of the USAF Freedom of Information Web sites. Supervised two enlisted engineers.
Mark Nassal’s Education
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Western New England College
1990 — 1993
Additional Information
Mark Nassal’s Websites:
Mark Nassal’s Interests:
Project management, GTD (Getting Things Done), Productivity, Social Media, Photography, Music, Red Sox
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