Crystal Mack Email & Phone Number

Herndon, Va

✅ SNAPSHOTAligned and oversaw three cross-functional teams while supporting 300+ employees and contractors. Planned, budgeted, and delivered solutions to various departments in four locations and for a virtual workforce. Reported: CFO✅ KEY DELIVERABLES▪️ Delivered an IT restructure program that consolidated the infrastructure footprint, tackled leadership's pain points, established major protocols and communication hub, standardized communication and expanded vendor relations.▪️ Developed an elastic resource model, utilizing service and development partners to adapt quickly to a growing business environment.▪️ Implemented IT Governance model to standardize operations, align activity to business needs, deliver consistent service and provide project and operational transparency.

Herndon, Va

✅ SNAPSHOTRan the day-to-day operations for a newly established Technical Support Center. Reported: VP of Customer Support✅ KEY DELIVERABLES▪️ Established a Technical Support Center to distinguish the enterprise from competitors and as a value-added service.▪️ Expanded the technical specialists' value by placing new product introduction teams to provide a post-production viewpoint and encourage sharing key tactical knowledge.

Greater San Diego Area

✅ SNAPSHOTLed and shaped an 18-person team of various levels. Formulated IT strategic and tactical plans. Partnered cross-functionally on process improvements and system implementations. Reported: Senior Director of IT✅ KEY DELIVERABLES▪️ Delivered a self-assisted partner quoting and configuration portal for channel sales.▪️ Led a successful system evaluation and Salesforce pilot.

Greater San Diego Area

✅ SNAPSHOTHelmed a global support operations function. Served as the IT Business Relationship Lead for IT vendors, consultants, and corporate initiatives. Acted as the key decision-maker for funding IT projects. Reported: SVP of Global Service and Support✅ KEY DELIVERABLES▪️ Instituted a centralized repository of solutions to enable customers and field engineers to solve issues rapidly and access accurate, rich, and relevant content for immediate consumption.▪️ Outsourced technical support to align with the company launching a consumer fixable product with a significant revenue forecast.

San Diego, California, United States

✅ SNAPSHOTOversaw a 7x24x365 Contact Center with a 15-person team that provided first customer contact, field dispatching, parts ordering, and technical problem escalations.

Foreign Languages And Literatures, General

General Studies