David Ciofalo Email & Phone Number

Baltimore, Md, Us

Baltimore, Maryland, United States

Planning and management of MyRecoverySite software and its associated "CU Recover" brand for Business Continuity Managment. Leverage past experience and strong communication skills to collaborate effectively with business clients. Oversee estimation and execution of project work plans. Direct revisions as appropriate to meet changing needs and requirements. Drive software development across multiple teams and phases to ensure that engineering solutions are aligned with business objectives. Minimize schedule and technical risk by foreseeing and addressing obstacles proactively and aggressively.

Baltimore, Maryland Area

Responsible for Datacenter Infrastructure, CRM, Teneros Support and other aspects of the Teneros business unit for OGO. With the rapid growth of OGO, projected datacenter expansion and the release of Teneros DR for Exchange 2010, the recent shift in this role allowed for greater attention to the success of these key areas of our business.

Provided management oversight for Level 1 and 2 Support Engineers and the Teneros Support team. The combined teams were responsible for providing support and implementation to the Teneros and Replicator business units. Built and improved upon PM processes for DR Solutions, Datacenter infrastructure and other core services. Promoted cross-training between engineers through documented processes. Build hiring strategy, including formal internship program which leveraged newly developed training material and methods. Promoted organic growth for staff and interns.

Providing partner services for building support infrastructure, product deployment strategies, and product training for AppAssure Software partners and resellers. Assist with best practices for product configuration in specific end user environments. Available for contractual engagements.

Responsible for Customer Service in a fast paced environment for backup and disaster recovery software on Windows Platforms.Major Accomplishments• Restructured support staff into a multi-tiered team to scale with an aggressively increasing revenue stream.• Inexpensively doubled the support staff with quality candidates by offering clear career paths and objectives.• Structured and streamlined case escalation process from front door to engineering.• Improved initial response time by 95% while remaining under budget for the department. Major Responsibilities • Produce team-driven delivery of quality customer care while remaining agile to rapidly shift staff to priority tasks.• Manage support relationships with major partners.• Prioritize and assign cases within the team based on impact of issue and revenue.• Provide weekly metrics for executive review on escalated cases, trends and call activity.• Served as escalation engineer for priority cases.

Primary responsibility is to bridge worldwide Technical Support to Engineering for rapid resolution of critical field escalations.Major Accomplishments• As Team Lead and Senior Engineer, defined processes and responsibilities that continually contributed to the evolution of the group as needs change.• Founded the Support/Engineering Escalation Review (SEER) meetings. Created and distributed weekly SEER report providing Time to Resolve (TTR), submit rate, and backlog trend data for field escalations.• Contributed to retention of a one million dollar revenue generating business partner by planning, implementing and hosting a three-day technical training seminar for more than 30 systems engineers. Established course curriculum, scheduling and training/lab facility setup, including leveraging VMware ESX Servers hosting multiple Windows 2003 servers with various EMC product configurations. Presenter for the Disaster Recovery segment.• Member of three-person design team for Rational Clear Quest defect tracking and reporting schema.• Active in product shaping activities, including: piloted Software Reliability study for root cause analysis and corrective action, participated in Program Management Team meetings, Software enhancement tracking/approval, and product requirements, design and functional specification reviews.• Contributed to defining the software patch releases process from code delivery, patch binaries creation, packaging, documentation, and delivery to Test Engineering, Tech Support, and general availability distribution.• Provided certification and training for VMware VMotion support with DiskXtender for Windows.• Participated in Six Sigma project improving product supportability in Europe and worldwide. Participated in the resulting EMC Systems Engineering three-day seminar to improve field knowledge.• Achieve team goal for 50% reduction in Time to Resolve (TTR) for highest severity escalations.

OTG Software was acquired by Legato in May 2002. Legato was later acquired by EMC.

Organized a team of seven Test Engineers to provide a quality release of DiskXtender for Windows storage management software and tools to the market. • Acted as primary gateway from Support into Engineering prior to moving this responsibility into the Sustaining Software Engineering group in 1998.• Planned and tracked test effort for major software releases using Microsoft Project.• Participated fully in the test plan execution for new features and hardware integration.• Reviewed publications for technical accuracy.• Generated Release Notes for the DiskXtender product general availability releases.• Conducted performance appraisals and general managerial duties.• Managed hardware inventory process for evaluation optical, tape, and CD/DVD libraries.