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Salesforce.com (SFDC), SAP Business Objects, Cisco Unified Contact Center, Cloud, Premise, ICM, UCCE, CTIOS, CAD, CVP, VXML Gateway, SIP, H.323, MGCP, ISDN, T1, T3, DS1, DS3, RIP, EGIRP, OSPF, Cisco IOS, Cisco Catalyst family, Cisco Router family, VMWare, Citrix, XML, Microsoft Office Suite, Microsoft Excel, Pivot tables, Microsoft Word, Microsoft Project, Microsoft Access, Windows NT, Windows XP, Windows 2000, Windows 2003, Windows 2008, SharePoint, Visio, Website Development, HTML, JavaScript, DreamWeaver, PhotoShop, Wiki, Java, JavaScript, C+, C-shell, Perl, Linux, Unix, VMWare, Oracle, Sybase, Microsoft SQLAdditional areas of expertise include:Customer Relationships • Customer Retention • Product Adoption • Customer Engagement • Resource Allocation • Knowledge Creation • Policy Development • Crisis Management • Process Improvements • Internal New Product Launch • Technology Integration • Partnership Development • Recruiting and Staffing • Problem SolvingGemstone Cutting and Setting
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Senior Data Center Escalation Project ManagerInsight Global May 2016 - Feb 2022Atlanta, Georgia, Us• Provide GPMO Escalation Project Manager responsibilities for Cisco Systems, Inc. on a $450 million dollar 5 year client data center technology refresh project for a client in the financial vertical.• Streamlined and implemented overdue milestone escalation procedures for client, a cost savings effort by reducing headcount.• Developed and provide historical escalation metrics reporting to senior leadership stakeholders on a weekly basis.• Work cross-functionally with client project managers, data center managers, service managers, field technicians, etc.• Developed new conditional formatting and new formulas for the T-Minus schedule Excel spreadsheet highlighting overdue and a 5 day look ahead of upcoming milestones.• Provide bridge support for after hours data center device migrations, hot swaps, and decommissions escalating to Operations and Leadership as needed.• Identify, analyze, and initiate the escalation process in an organization based on the escalation criteria.• Initiate hierarchical escalation process as per the incident management process.• Update and maintain client escalation process records.• Develop trust and respect among client team members.• Mentor junior team members. -
Senior Technical Account ManagerEloyalty, A Teletech Company Mar 2014 - May 2016Austin, Tx, Us• Provide overall leadership in meeting or exceeding client expectations and SLA• Act as incident manager on high severity issues for both premise and cloud clients• Liaison on all commercial issues with the eLoyalty Finance and Project Support staff• Develop, analyze, and present quarterly metrics for Quarterly Business Review (QBR) meetings• Strong collaboration with Cisco Partner Operations to manage all commercial aspects of client• Coordinate and negotiate contract renewals with clients and our internal client support services• Negotiated two multi-year contract renewals with values (TCV) of $2.4 million and $1.8 million• Forecasting client support services using Salesforce.com (SFDC) and Excel spreadsheets• Draft and manage Statements of Work (SOW) and other client documentation to provide additional support services and build revenue• Develop action plans for delinquent account receivable reconciliation with clients• Lead, organize, and manage regular client status reviews and action items• Proactive management of client utilization of entitled/contracted services• Ability to work as part of a team, or independently and manage high pressure situations • Daily interaction with senior-level clients and internal executive team• Strong professional written and verbal communication skills -
Project ManagerCisco Systems, Inc Apr 2013 - Oct 2013Promoted to Project Manager of a global support team of 26. Responsible for generating and delivering monthly and quarterly business operation review metrics to stakeholders, responding to RFQs, developing project plans for team projects, and managing and maintaining staff shift coverage and on-call schedules for local and virtual 7x24 support teams.
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High Touch Technical Support EngineerCisco Systems, Inc Sep 2007 - Apr 2013Responsible for providing premium support of Cisco Unified Contact Center application suite for select enterprise level customers. Developed and implemented customer migrations project plans, developed and maintained the team wiki, websites and internal support forums, customer contract status reviews, and created the team documentation repository.
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Technical WriterCisco Systems, Inc. Jul 2005 - Sep 2007Managed the timely delivery of customer documentation for a large enterprise software project.Collaborated with development engineering, quality assurance, product marketing, projectmarketing, and technical support to design a new task-based documentation set.
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Software Quality Assurance EngineerCisco Systems, Inc. Jun 2004 - Jul 2005Developed solution level test strategies based on understanding of customer deployment needs.Executed test cases per the test plan, collected data for the Cisco Unified Contact Centerapplications. Worked with Engineering, Marketing, and Sales to understand customer issues andrequirements.
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Technical Support EngineerCisco Systems, Inc. Dec 2000 - Jun 2004Solved complex technical issues that encompassed customer hardware, software, and networkissues. Functioned as technical lead for large customer accounts experiencing multiple concurrenttechnical issues. Formulated technical action plans for analyzing and resolving customer issues.
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Applications ConsultantCisco Systems, Inc. Sep 1999 - Dec 2000Provided on site pre-sales and post-sales support. Provided initial support resource duringimplementation, testing, and early deployment phases. Created project plans for customerimplementations. Implemented and customized the Cisco Collaboration web application suite oncustomer site. Delivered agent and application administrator training on customer site.
Gary Tedesco Skills
Gary Tedesco Education Details
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Wentworth Institute Of TechnologyAeronautics/Aviation/Aerospace Science And Technology -
Malden Catholic Hs
Frequently Asked Questions about Gary Tedesco
What is Gary Tedesco's role at the current company?
Gary Tedesco's current role is Senior Data Center Escalation Project Manager at Insight Global.
What is Gary Tedesco's email address?
Gary Tedesco's email address is ga****@****bal.net
What is Gary Tedesco's direct phone number?
Gary Tedesco's direct phone number is +151222*****
What schools did Gary Tedesco attend?
Gary Tedesco attended Wentworth Institute Of Technology, Malden Catholic Hs.
What are some of Gary Tedesco's interests?
Gary Tedesco has interest in Economic Empowerment.
What skills is Gary Tedesco known for?
Gary Tedesco has skills like Testing, Cisco Technologies, Enterprise Software, Networking, Cloud Computing, Technical Support, Linux, Telecommunications, Unified Communications, Data Center, Software Quality Assurance, Sip.
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