Donald Spinelli Email & Phone Number

Rome, New York, Us

Take the initiative in thought leadership, innovation, and creativity. Lead the strategy for technology platforms, partnerships, and external relationships. Represent the technological agenda in staff meetings and when making hiring decisions. Identify, compare, select, and implement technology solutions to meet current and future needs>. Manage and optimize infrastructure assets to satisfy internal targets and meet customer expectations>. Develop, track, and control the annual operating and capital budgets for purchasing, staffing, and operations. Responsible for our technology platforms and long-term plans for each>. Create overall technology standards and practices and ensure adherence>. Oversee all system design and changes in system architecture>. Keep abreast of new trends and best practices in the technology landscape>. Track record of deploying technology in the field (commercial and or government)>. Ability to manage dynamic, fast-pasted projects with exceptionally difficult technical and/or scheduling objectives and judgement to weigh the trade-off between operational needs and the ideal solutions.Track record of build and growing technology teams Software Development Life Cycle (systems and software) experienceAbility to lead teams through challenging situations remotely Team building and coordinationProven track record of success in organizational leadership, growth, transformationEnergetic, flexible, collaborative, proactive leader with 24/7 availability Entrepreneurial SpiritCustomer-first mindset (internal and external customers)Proactive problem solverDemonstrated competency in strategic planning, project management, and execution of key initiatives Outstanding communication, interpersonal, and leadership skillsExcellent organizational and time-management skillsEffective negotiation and vendor management skillsBuilt out Process and Procedures for IT Department to achieve ISO 9001 QMS Certification

• Working with Butterbrook staff, develop and enhance risk management tools and Information Security training material. • Risk management tools are ISO 27001 compliant and are integral to the Company's standard Information Security Management System (ISMS). Information Security training covers topics including: o Acceptable Use o Data Classification o Incident Response, Passwords o Communication Security o Malware and Social Engineering o HIPAA/HITECH.

Hickory, North Carolina, Us

Duties & Responsibilities: • Provide Site Support which includes site security• Help Desk center support globally to all locations.• Oversee the implementation of a strategic and effective technology plan to support the Business needs mission and to enhance the IT operations.• Provide management support for the IT service support operation, and in other areas where Change / Project Management requirements determine this to be appropriate• Provide management oversight for the service desk operation to ensure incidents and service requests and escalations to IT management are dealt with in a timely fashion• Plan and consult with Business departments regarding future automation needs. • Ensure effective on-going support for all systems in use by the Company, ensuring that the service provided to customers / users is the highest possible within the resources available• Undertake scoping and project management for small/medium improvement projects to improve existing applications and services.• Assess capabilities of current and new systems and prepare annual plan of implementation, recommendations and expenses. • Oversee expenditures to ensure compliance with approved budget. • Maintain research and submit information regarding budget as needed.• Research, evaluate, select and oversee the installation of computer software and hardware.• Administer hardware and software maintenance contracts. • Monitor equipment condition and maintain in working order.• Develop and/or arrange for appropriate user training to meet user needs and various skills levels.• Ensure that quality and satisfaction levels with existing IT services remain high during the implementation of major new IT services and initiatives.• Manage small scale/peripheral projects relating to the improvement of existing Services.• Promote cooperation between Information Support Services and other departments.

New York, Ny, Us

* Prioritize and implement MHE wide initiatives to close gaps between current state and optimum state for MHE Digital Products, affecting change in all customer-related organizational processes – from sales & marketing to customer support.* Develop and drive key initiatives around defining world-class customer experience for MH customers.* Guide and shape sourcing strategy for customer-facing processes and services, and oversee suppliers involved in delivering world-class digital customer experience* Responsible for establishing and developing a new customer experience organization for enterprise-level digital products that is designed to grow the digital customer base, improve customer onboarding, retention, usage and overall customer satisfaction.* Create a complete map of customer experience touch points for strategic products and segments. Identify gaps in high priority touch points with operational and revenue implications.Include tier 3 issue monitoring / resolution through clearly defined processes and interactions with development and content leads.* Initiate and direct research to understand customer needs and customer usage of MHE Digital products to inform customer experience enhancements.* Develop key metrics dashboard and customer experience scorecard that is regularly reported across DPG / business units* Develop and mentor talent* Manage customer experience impacting thousands of instructors and more than half a million students.* Play key role in the overall transformation of digital in the organization, and defining the strategy for growing the business and taking new market share based on the addressable market.* Develop new system to measure customer retention via the use of digital products* Management of internal team, in addition to management of outside vendor and agency relationships.

Hartford, Ct, Us

o Reporting directly to the CIO, the role is to plan, coordinate, direct, and design all operational activities of the IT department, as well as provide direction and support for IT solutions that enhance mission-critical business operations. I collaborate directly with the executive management team and decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. o In addition, my primary goals are to develop and manage application portfolios for each department and to attain all IT service level agreements for the user community within the organization. As well as help to provide vision and leadership for developing and implementing information technology initiatives across all areas of the organization.o Strategy & Planningo Participate in strategic and operational governance processes of the business organization as a member of the senior management team.o Lead IT strategic and operational planning to achieve business goals by fostering innovation, prioritizing IT initiatives, and coordinating the evaluation, deployment, and management of current and future IT systems across the organization.o Develop and maintain an appropriate IT organizational structure that supports the needs of the business.o Establish IT departmental goals, objectives, and operating procedures.o Establish lines of control for current and proposed information systems.o Ensure IT system operation adheres to applicable laws and regulations. o Direct development and execution of an enterprise-wide disaster recovery and business continuity plan.o Establish IT Security Policy and Guidelines

Andover, Ma, Ma, Us

o Responsible for leading the establishment of a Global Service Desk to deliver world-class, end-user experience and IT management programs to Navisit and Time Warner Cable Customers.o Responsibilities include:♣ Lead the technical aspects of the Global Service Desk to maintain the efficiency of all processes and tools to the highest possible level♣ Participate in global projects which affect the end user space to ensure smooth introduction of new technology and software. ♣ Redesign the change management policy and process to address strategic objectives of NaviSite’s global programs and initiatives♣ Work in close cooperation with the Infrastructure group, the Service Desk and Remote sites leadership in support of these projects.♣ Work closely with the Account Management group to ensure we gather business requirements around the end-users space at all time.♣ Manage 3rd party relationships with outsourced vendors contracted to perform work for Navisite Service Desks.♣ Work closely with the senior IT leadership team to determine strategy and approach of the future End-User environment.♣ Monitor recurring Service Desk issues and look at solutions to eradicate as many as possible repetitive issues.♣ Work with Compliance office to ensure our staff met all our customers requirements, specially around:• ISO 27001 • PCI• SOX (Sarbanes Oxley)♣ Develop the Service Desk group structure (taking into account existing staff, if applicable) to deliver the best performance with the best quality.♣ Develop, manage and maintain a group of talented individuals.♣ Review, prioritize and develop a permanent road-map for world-wide Service Desk operations♣ Support other teams in the projects process and roll-out of new technology when applicable.♣ Recommend and develop productivity tools for our service desk to ensure optimum service to end-users.

Waltham, Massachusetts, Us

Responsible for IT security, end user support, IT purchasing, licensing and compliance as well as supporting Lionbridge’s global divisions develop and execute innovative and creative technology solutions for our customers. Driving strategic and tactical solutions through IT infrastructure, security, architecture, support, cloud and computer operations to meet global and local office business needs. Responsibilities:• Ensure security and alignment with Lionbridge’s Standards and Compliance Requirements as well as make sure our global security standards meet our customers’ requirements and standards • Develop and deploy production solutions that meet or exceed customers security requirements• Serve as the Global IT Leader, driving the execution of technology strategy, anticipating and reacting to major technology changes, and establishing technical standards• Oversee development of corporate IT standards, technology architecture, technology evaluation and transfer. • Plan and manage financial and human resources for the global IT operations while ensuring the development of high-quality technology solutions for the business. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders.• Conduct long range planning, develop and oversee implementation of multi-year global IT strategic plans with supporting business cases detailing investment requirements and their impact on the enterprise.• Possess excellent communication skills, ability to influence others, ability to quickly assess the business impact of technical issues and make appropriate decisions.• Manage Lionbridge’s global IT operations team and encourage and support each of our global IT staff members to reach Lionbridge’s as well as their own personal career goals,

Bedford, Nh, Us

The person responsible for the security of a company's communications and other business systems, especially those now exposed to intrusion from outsiders on the Internet. The CSO also has a role, together with the CIO, in planning for and managing disaster recovery. The CSO is involved in both the business (including people) and technical aspects of security. Working for the CSO on developing:• • Developed and Implemented o Information Security Process and procedureso Security Awareness Training• Business Continuity Plan – where it pertains too Identifying Risko Creating the Frameworko Communication Plano Test Plan and Maintenance• Created and implemented 3rd Party Vendor Processo for our ISO 27001 accreditation• Created and implemented the Asset Management Processo for our ISO 27001 accreditation• Worked with Legal and developed the New Corporate Policy Framework• Worked with 3rd Party Vendor on Yearly Risk Assessments and Penetration Testing• Completed work and received ISO 27001 Certification

Bedford, Nh, Us

Built and managed Technical Support Center and Desktop Support team for Health Dialog to support a staff of 1000+ across 7 offices.• Built the Technical support center form the ground upo RFP – for outsourcing Help Desk to support 2000 internal 200k – 300k external customers Built 7/24 hour support infrastructure Created and implemented the P1 Outage process Developed and implemented internal IT operation SLA’s Interviewed and hired all Tier 2 & 3 staff Instituted Change Management Process based on the ITIL framework Customer Satisfaction Rating recently at 95% overall satisfied• Developed OLA’s between all of the Health Dialog Departments• Managed all vendor contracts and negotiated pricing for major IT initiatives.• Initiated training program for end users to reduce calls• Managed the Self Service project to allow customers to submit their own issues via the web as well as look up possible solutions using developed knowledgebase• Instituted IT operation best practices using ITIL framework

Nashville, Tn, Us

Build and managed Technical Support Center and Desktop Support team for Harvard Vanguard Medical Associates to support a staff of 5000+ across 16 Health Centers.• Built the Technical support center form the ground upo Setup Technical Support Center (Help Desk) from scratcho Built 7/24 hour support infrastructureo Created and implemented the P1 Outage processo Managed and met all IT operation SLA’s set in the McKesson/Harvard Vanguard Contracto Interviewed and hired all IT operation Staff – Tier’s 1, 2 , and 3 and all managerso Instituted Change Management Process based on the ITIL framework• Managed all vendor contracts and negotiated pricing for major IT initiatives• Initiated training program for end users to reduce calls• Managed the Self Service project to allow customers to submit their own issues via the web as well as look up possible solutions using developed knowledgebase• Instituted IT operation best practices using ITIL framework

Boston, Massachusetts, Us

Member of the Information Technology management team responsible for management of the Corporate Help Desk and Boston Desktop Support functions for a worldwide organization with a 60+ staff • Directed the selection and implementation of an industry-standard, scalable Help Desk call ticket tracking, infrastructure monitoring and escalation control software suite capable of supporting a global user environment with a 7 x 24 operating window• Increased first call resolution rate from 60% to 75%• Reduced abandonment rate from 14% to under 7%

Boston, Ma, Us

Responsible for managing over 40 Call Center staff supporting 12,000 employees worldwide on a (7X24) schedule and handling a call volume of 170,000 annually. In less than a year’s time, turned around this group, which was perceived as failing in its critical mission of providing level 1 desktop support for John Hancock employees. • Customer satisfaction ratings went from 50% to 92%. This rating had been unable to break 50% for the previous 2-year period • Average response reduced from 1.4 mins to under 30 seconds.• First call resolution rate went from 53% -75%

Oversee, schedule, and direct the daily activities of a team of Tier 1, Tier 2, and Tier 3 Technical Support StaffEnsure compliance with all SOPsIdentify, analyze, and resolve technical and non-technical issues accurately and in a timely manner,Escalate more complex problems to appropriate internal resources or stakeholders,Build cross-functional relationships that support and enable ongoing knowledge transfer for staff,Author, edit, and develop policies and procedures relevant to the section,Participate in the development of troubleshooting guidelines and ensure proper execution,Develop skill programs and ensure excellent customer service excellence by call monitoring or customer feedback (solicited or unsolicited),Establish and monitor key performance indicators for the on-demand support staff such as call center metrics, call and data entry quality monitoring, workforce management, contact touch points, etc. for reporting to upper management,Participate in activities enhancing support technologies such as evaluation of tools, methods, tactics, and other media,Participate in the selection, development, appraisal, and promotion of personnel,Coach, develop, and evaluate personnel performance and provide training where necessary,Assist other sections and section leaders as needed for continuous process and service improvement,Organize meetings for training or communication within the teams

Boston, Ma, Us

Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.Set team goals in alignment with Medical Center objectives. Assist direct reports in the definition and attainment of individual goals.Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.Ensure the delivery of high-quality technical and soft-skills training for direct reports.Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.Manage workflows and schedules for direct reports and ensure adequate workload coverage.Deliver regular reports that provide qualitative and quantitative descriptions of business performance.Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.Develop and maintain Support procedures and policies, OLA's and SLA'sAdvocate for customers and define ways to continually add value to the customer experience.Serve as a manager, mentor, knowledge resource, and escalation point for all tiers of support; Build credibility and trust within the support group.

Boston, Ma, Us