Mark Baken

Experience

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  Air Wisconsin Airlines

  Apr 1985 - Apr 1993

  Passenger Service Agent

  Coordinated ground operations at Washing Dulles International and Chicago O hare airports. This included direct communications with Flight Control, arriving and departing aircraft, and maintenance. Responsible for aircraft gate assignments, crew assignments, aircraft weight and balance, and maintaining on-time departures.Certified to perform weight an balance on 7 different aircraft types.National Oceanic and Atmospheric Association certified weather observer.Additional responsible include passenger reservations, ticketing, air freight, priority U.S. Mail shipments, and ground operations. Show less

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  Sato Travel

  Sept 1993 - Feb 1997

  Coordinator

  Supervised team of meeting planning/travel professionals assigned to corporate accounts.Developed and maintained processes for more efficient travel scheduling.VIP Travel Coordinator for high level government officials in FDIC, RTC, HUD, NTSB and several other government agencies.

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  Rosenbluth International

  Feb 1997 - Jun 1998

  Meeting Planner

  Meeting and Convention Planning Specialist for corporate accounts. Responsible for researching possible meeting site locations, planning meeting schedules and activities. Negotiating airfares and accommodations for corporate clients.Developed department processes for meeting planning.

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  Carlson Wagonlit Travel

  Jun 1998 - May 2002

  Automation Analyst

  Scripting / Automation Specialist developing and maintaining in-house scripting programs for the WorldSpan airline reservations system.Standardized travel consultant processes, maximizing efficiency.Implemented and maintained negotiated corporate client discount programs used by travel consultants.Member of team responsible for new client on-boarding.Responsible for troubleshooting and maintaining general Microsoft office applications.

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  VitalWorks Inc,

  Sept 2002 - Jan 2004

  Client Support Specialist

  Software and Hardware Support Engineer for VitalWorks “ISeries” medical management software. Created and maintained support documentation along with customer product training.Supported AS/400 platform.Member of a team that worked with Electronic Data Interchange testing in preparation for HIPAA go live.

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  Carlson Wagonlit Travel

  Jan 2004 - Mar 2008

  Business Analyst / Developer

  Senior developer and system administrator for Peregrine 5.1.3 system modules and HP OpenView ServiceCenter 6.2 upgrade project.Responsible for developing and maintaining current Peregrine 5.1.3 system and corresponding modules including IBM Manage Now. Member of 3-person team on 1-million-dollar project (which came in under budget) to implement Peregrine 5.1.3 in 12 European countries. Managed several Peregrine 5.1.3 system deployments including a SQL database server move.Developed Connect-IT automation solution for database locking issues.Business Analyst responsible for remodeling CWT IT reporting process. Reduced reporting time from 2.5 days to 7 hours. Responsible for creating and maintaining all Crystal Reports and documentation. Developed automated global Crystal Reports package that provides monthly metrics to senior management. Show less

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  HP

  Mar 2008 - Jul 2014

  • Technical Account Manager

    Jan 2012 - Jul 2014

  • Level 2 Technical Support

    Mar 2008 - Jan 2012
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  Hewlett Packard Enterprise

  Jul 2014 - Jan 2017

  Enterprise Services Manager
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  Micro Focus

  Jan 2017 - Feb 2022

  Overall Micro Focus Software customer advocate, partnering with executive level as trusted advisor.Owns overall Micro Focus Software post-sales customer satisfaction.Significant contributor to the development of long-term strategic account plan; leads substantial portions of the strategic account plan.Pro-actively contributes to the customer’s business improvement, planning and budgeting process.Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation, change management and communication.Maintains effective communication with and between all functional areas of the account team, as well as with the company at large including its executive leaders.Establishes and oversees a client governance structure that comprises comprehensive, coherent processes and communications between customer, company, service providers, and partners.Actively involved in the renewal process to increase predictability and success.Directs the planning, assessment and development of new business opportunities in partnership with sales groups.Performs on-boarding of new and existing customers, license adoption and deployment, including enterprise license agreements (ELA’s).Overall responsibility for tracking and managing customer usage of value-add services.Assists with post-sales issues or requests across all Micro Focus Software products.Drives product upgrades and manage business unit campaigns for assigned accounts.Owns or assist with at-risk and/or escalation issues.Partners with sales to identify white space and win-back opportunities.Directs solution, operational service, partner, and sub-contractor teams that deliver services to the customer.Collaborates with support delivery teams, contributing to quarterly reviews, escalations, etc. Show less

  • Customer Success Manager

    Oct 2020 - Feb 2022

  • Account General Support Manager

    Oct 2018 - Feb 2021

  • Customer Advocacy Manager

    Jan 2017 - Oct 2018
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  Cyberark-software

  Feb 2022 - now

  Enterprise Customer Success Manager