Dan De Marco Email & Phone Number

New Brunswick, Nj, Us

Act as the first line of contact for Business Unit IT (BUIT) customers for estimating of ASservices. Demonstrate a broad understanding of all AS services and related technologies. Manage demand intake and estimation activities. This includes review / acknowledgement of service requests, initially identifying the appropriate services, and coordinating with dominant service owners to deliver a comprehensive services estimate to the customer. Lead the creation of formal service orders (SOW and Addendums documents). Thisincludes performing high level requirements assessments, initially identifying the correct services to fulfill the order, determining the order owner, ensuring that pricing models are complete and accurate before delivering them to the customer, and facilitating the review and approval of the order with the customer.Coordinate resource management activities for orders, including formal requests forvendor roles in the vendor management tool, administration of vendor selection, onboarding, and release activities. Prepares the budget-vs-actual dashboard and provides results to order owners.Coordinate financial management activities, including resolution of contracting, billing,and invoice challenges.Ensuring that AS service information is accurately reflected in key systems to enable orderplanning and fulfillment activities, such as the project portfolio management system (for resource and financial planning), order entry system, vendor and financial management systems. Provide supporting information to order owners to maintain information in key systems, ensuring that information is always up-to-date.

Tampa, Fl, Us

Monroe, La, Us

• Manage multiple IT Outsourced Level 1/2 teams of Service Desk professionals in a 24x7 global environment. • Develop and maintain formal operating procedures for consistency and increased productivity.• Identify Service opportunities and implement Continuous Service Improvement techniques and tactics to reduce the impact of change(s) on the business and end users. • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.• Make recommendations on technology applications and personnel resources to maximize Service Desk effectiveness.• Implement innovative staffing and scheduling models for maximum coverage at the lowest possible costs. • Building a qualified Help Desk team through creative hiring and training techniques.• Develop and maintain Service Level and Object Level Agreement's with internal IT escalation groups and vendors.• Analyze Help Desk analyst performance through various statistical and reporting methods.

Baltimore, Maryland, Us

• Develop, Train, Manage, and execute process and procedural documentation for Change, Problem and Incident Management.• Lead assessments, document findings, identify gaps, measured maturity and make recommendations for improvements to IT service processes based on best practices and industry standards.• Lead weekly meetings for Change and Problem Management with Key IT Stakeholders. • Develop and maintain monthly reporting metrics for departmental SLA’s.• Assist in Operations support by organizing resources for Critical Issues affecting the business.

• Manage multiple IT Outsourced Level 1/2 teams of Service Desk professionals in a 24x7 global environment. • Develop and maintain formal operating procedures for consistency and increased productivity.• Identify Service opportunities and implement Continuous Service Improvement techniques and tactics to reduce the impact of change(s) on the business and end users. • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.• Make recommendations on technology applications and personnel resources to maximize Service Desk effectiveness.• Implement innovative staffing and scheduling models for maximum coverage at the lowest possible costs. • Building a qualified Help Desk team through creative hiring and training techniques.• Develop and maintain Service Level and Object Level Agreement's with internal IT escalation groups and vendors.• Analyze Help Desk analyst performance through various statistical and reporting methods.

Orlando, Fl, Us

• Trained military personnel on Alarm Security Systems and software • Designed and conducted classroom and web-based training for the company’s applications • Troubleshoot pc hardware, software, and networking • Administration training of military personnel on Microsoft Active Directory

Bellevue, Wa, Us

• Provided first and second level hardware/software support to 10,000+ users via phone and desktop support • Identified problems and documented resolutions for failures for T-mobile software and applications • Troubleshoot pc hardware, software, VPN and networking

Basking Ridge, Nj, Us

• Acted as the senior trainer on FiOS project responsible for providing support to new trainees through mentoring, observation and feedback • Designed and conducted classroom and web-based training for the company’s application suite of 45 systems consistently meeting objectives by achieving an evaluation score of 8.5 or higher on a 1-10 scale • Instructed classes of 25 students on customer service, optical networking, hardware, software application setup, configuration and functionality of more than 45 Verizon systems • Designed instructional workbook materials that included hands-on experience, worksheets, review games, course objectives and course

Murray, Ut, Us

• Designed and conducted classroom and web-based training on Spheris proprietary software, hardware/software setup, configuration and functionality of all systems• Troubleshoot first and second level hardware and software issues and provided accurate support to clients using a positive and friendly attitude

Us

• Designed curriculum and conducted sales classroom and web-based training for new hires, technicians, sales staff, office clerks and managers; Sales support and training to approximately 400 employees • Researched products and evaluated the product offerings to ensure all clients were satisfied • Communicated with sales team members and management to ensure all sales tasks were completed

Us

• Provided customer training in classroom environment lasting two to five days to systems administrators, managers, supervisors, team leads and trainers utilizing new and existing software suites; Designed instructional workbook materials used in training • Provide second and third level hardware/software support to 3,500+ users via phone and in person • Installed and supported hardware RAM, sound cards, video cards, motherboards, modems (internal & external), DSP cards, buses, drivers, SCSI, USB and power supplies • Ordered PC hardware and software

St Petersburg, Florida, Us

• Trained new and existing helpdesk technicians with software build outs, new software packages, customer contact skills and technical training; Created all training documentation for helpdesk • Provided first, second and third level hardware/software support to 10,000+ users via phone and in person • Identified problems and solutions for failures with SAP, NT and Windows operating systems; Created accounts for SAP, MS Exchange and Microsoft User Manager • Implemented and installed various software programs, introduced applications and provided technical assistance • Installed and supported hardware RAM, sound cards, video cards, motherboards, modems (internal & external), DSP cards, buses, drivers, SCSI, USB and power supplies; Ordered PC hardware and software

New York, Ny, Us

• Trained classes of 25-40 new hires on customer service, call center best practices, AOL software and basic technical training; Designed instructional workbook materials used in training; Administered ongoing coaching of AOL policies and procedures • Handled customer escalations for first and second level hardware/software support • Identified problems and solutions for failures in America Online software • Lead a team of 25 support representatives

• Conducted classes of 15-25 new hires on customer service and Web TV policies and procedures; Developed and designed effective training manuals and materials • Handled escalations for first and second level hardware/software support • Coached 10 call center teams with 20 customer service representatives per team • Identified problems and solutions for failures with WebTV hardware and software • Monitored network operations of WebTV circuits with UUNET and MCI WorldCom