Director of Wingman Marketing
Creator of Helpdesk Habits
Author of the MSP Secrets Revealed book(s)
Speaker, webinar & podcast guest
“Mark has been an invaluable asset –
he has brought the business on leaps and bounds from where it was.”
Dan Benton, Director, Dogsbody Technology
“Mark has been a joy to work with. It was standing room only for his presentation and the co-branded book was a huge hit.
We’ve already invited him back next year.”
– Jim Lippie, SVP, Kaseya
Mark wrote the book in late 2018, based on his experiences of working with 100’s of IT support and customer service businesses during his career at Customer Thermometer. It was published in January 2019, briefly hitting the best-seller #1 slot.
He followed it up a few months later with a Helpdesk Habits customer service video training programme and certification.
To date 3,000+ engineers and technicians around the world have been certified.
His original vision of certifying 10,000 people is moving closer as helpdesk teams embrace the concept of remembering the human beings on the end of the endpoints …
He has followed up his first book with MSP Secrets Revealed, with Episode #2 being published in October 2023.
“Best book ever!
I’ve about 20 pages left to go in this book and I don’t want it to end!
It’s such an eye-opening experience, I would 100% recommend this book to anyone who is starting out on a helpdesk or even experienced professional. ”
– Ben Brown (Amazon Reviewer)
With a career which has involved holding a microphone since the age of 14, Mark is now an established speaker and conference host.
He can be often found hosting conferences and facilitating panel discussions, webinars and podcasts. His specialist area is the IT sector.
As the author of Helpdesk Habits, Mark has been asked to speak around the world on all things customer service, customer experience, website success and habit creation.
His current and past speaking engagements are here.
“I had the privilege of hiring Mark to be our conference host.
Our customers, partners and team complimented him on his ability to come across as authentic and engaging. He had the ability to seamlessly tie every presentation and panel together with ease and true professionalism.”
I highly recommend Mark and will use his services in the future.”
– Rachel Neighbour, Marketing Director, Edenhouse Solutions
Mark has been presenting corporate videos since 2007 when he started his first video agency. You can view his showreel right now.
With a focus around IT and telecoms, he’s worked with the likes of BT, Colt, PWC, Fujitsu, Trend Micro, VMWare and Symantec.
He’s been subtitled in Arabic for internal customer service training around the UAE and he’s travelled the USA interviewing for the pharma industry.
Happiest in front of the camera or with a microphone in his hand, Mark is available for ongoing or one off presenting roles.
Mark enjoys working outside of CX and IT for part of the week.
He has always been passionate about fitness and well being.
In October 2018, he approached his long term pilates teacher and persuaded her to start teaching online (because she’s brilliant!) After 2 initial courses, they launched Jo’s Weekly Workout Club in October 2019.
They release 2 new 30 min workouts each week to their 1,500+ members and have 400+ workouts now in the members’ area, in 19 categories. It’s the most rewarding venture he’s ever been part of – it genuinely changes lives. They know this from the emails they receive each day.
Mark is the video and website producer.
In July 1997, whilst living and working in Australia, Mark had one of those defining moments.
Whilst sat in front of a haemotologist, he asked the specialist (where he’d been rushed to that day), whether he was going to live or die. The specialist answered, “I don’t know”.
At the age of 27, he was diagnosed with the rare, Hairycell Leukaemia, which typically affects 60 year olds and upwards. After being part of a clinical trial, Mark has been in complete remission for 15 years.
The full story he wrote on his 40th birthday, is here.
He chatted about it on a podcast here.
