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Mark Riedo

Mark Riedo

Project Manager, Service Delivery and Customer Care

Followers of Mark Riedo577 followers
location of Mark RiedoEnglewood, Colorado, United States

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  • Timeline

  • About me

    Project Manager, Technical Writer, and Trainer

  • Education

    • Colorado State University

      -
      Bachelor of Arts - BA Technical Journalism

    • The George Washington University - School of Business

      -
      Master's Certificate Project Management

  • Experience

    • AT&T Technology Operations

      Aug 1996 - Sept 2017
      Project Manager, Service Delivery and Customer Care

      Project manager for new hardware-software installations, retrofits and upgrades, and equipment decommissioning.Service Delivery, vendor management and customer escalation resolution. Technical writer for hardware and software process and maintenance technical documentation.

    • Charter Communications

      Oct 2017 - Jun 2018
      Senior Technical Writer

      Analyzed, developed and documented business process improvements for the Charter Communications, Core Backbone Operations Deployment Process Procedures for the merger of Charter Communications, Time Warner Cable, and Bright House Cable Networks. Reduced deployment delivery process from 294 to under 160 process steps increasing productivity, reducing redundancy and defining organizational responsibilities. Defined process standards in Program and Project Management, Network Traffic Analysis, Operations Engineering, and Implementation and Operations. Show less

    • Zayo Group

      Oct 2018 - Dec 2019
      Service Delivery Specialist/Project Manager

      Project Manager/Service Delivery Coordinator Zayo Group October 2018 to December 2019- Project Manager/Service Delivery Coordinator for end to service delivery of wavelengths type circuits. Analyzed and accepted orders for new, changes and disconnects using Salesforce CRM service.- Interfaced with account managers, customers, engineers, designers, OSP and ISP project managers on a daily basis resolving issues related to scheduling, service, and installation- Monitored status of OSP projects including permits, building access, construction and fiber buildsMonitored status of ISP projects verifying completion of wiring work orders and testing.Prepared work orders for end to end testing and scheduled testing. Resolved access issues and delivered completion documentation.- Provided customers with project status including order acceptance, requests for information, FOC, LOA/CFA, and completion documents. Provided post installation support. Results: Activated more than 150 service orders including diversity, protected, and change orders. Show less

  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Mark Riedo
      The Presidents Volunteer Service Award, Silver Corporation for National & Community Service 2014 The National and Community Service Silver Award is in recogniton of more than 250 hours of volunteer service in one year.
    • Awarded to Mark Riedo
      The President's Volunteer Service Award, Bronze Corporation for National & Community Service 2013 The National and Community Service Bronze Award is in recogniton of more than 100 hours of volunteer service in one year.
    • Awarded to Mark Riedo
      Eagle Scout Boy Scouts of America Mar 1972 Completed the requirements for Eagle Scout including being active in my troop, live by the principles of the Scout Oath and Scout Law, earned 21 merit badges, completed an Eagle Scout Leadership and Service project, and completed an Eagle Scout board of review.

  • Volunteer Experience

    • Advancement Committee Chair and Assistant Scout Master Troop 345 the Bushwackers

      Issued by Boy Scouts of America, Denver Area Council on Jan 1997
      Boy Scouts of America, Denver Area CouncilAssociated with Mark Riedo

    • Blood Drive Coordinator and Donor

      Issued by Bonfils Blood Center on Jan 1977
      Bonfils Blood CenterAssociated with Mark Riedo

    • Treats for Troops Project Coordinator

      Issued by AT&T Pioneers, Mile High Frontier Club on Jul 1998
      AT&T Pioneers, Mile High Frontier ClubAssociated with Mark Riedo