Gary Tedesco Email & Phone Number

Atlanta, 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.

Austin, 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

Promoted 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.

Responsible 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.

Managed 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.

Developed 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.

Solved 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.

Provided 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.

Associate'S Degree, Aeronautics/Aviation/Aerospace Science And Technology

Education record