Greg Gosselin Email and Phone Number

★ Provide IT service delivery, cybersecurity consultation, and world-class omni-channel customer support for select high-frequency algorithmic trading and financial services firms at the Chicago Board of Trade. • Built a successful practice providing security audits and best-practice configuration validation/remediation for both on-premises and cloud-based (Azure) MS Active Directory Services (ADS), MS Hyper-V, and VMWare vSphere environments.• Incorporated ITIL/ITSM best practices and streamlined processes/documentation to enhance internal efficiencies and productivity, while lowering the clients’ total cost of ownership (TCO).

★ Hired to provide leadership and governance to five global teams (50+ staff and managers), delivering first and second-tier technical and application support for Innovative’s flagship enterprise software (SaaS, On-Premise) for 1000+ public, municipal, and academic libraries across North America, EMEA, and APAC, in a multi-channel, follow-the-sun service model. • Architect and execute the strategic vision. Author scalable roadmaps, create and monitor KPIs, and develop and implement strategic initiatives, consistently improving the quality, effectiveness, and efficiency of services.• Direct daily operations, providing leadership and oversight to direct report managers and support staff. Author and track KPIs, hire, train, and develop team members. Create team and personal success plans.• Serve as “Voice of the Customer,” utilizing customer feedback, competitor intelligence, industry trends, and internal metrics, to create data-driven strategies that improve customer and employee experiences, while reducing cost and increasing response times. • Assess regional needs and challenges. Collaborate with regional leadership and provide strategic advisement to identify root causes of regionally unique problematic areas, troubleshoot bottlenecks, and reengineer processes to create a finely-tuned, global operation.• Led the global migration to Amazon Connect cloud call center solution from legacy ShoreTel On-Premise platforms with measurable impact on phone support KPIs.• Achieved record level KPI performance in CSAT (98%), CSAT response rate, initial quality response time, and aged ticket backlogs over the last 4 quarters. Closed 28,000 tickets in FY 2021.• Built and enhanced new and existing relationships with Customer Success, Sales, Product Management, and Development units that had previously been strained and under-leveraged. These critical partnerships measurably improved the customer experience.

★ Promoted to lead CUNY’s Office of Library Services (OLS), a technology-focused IT service delivery and support organization while concurrently acting as the University Director of Library Systems. Oversaw a $12 million annual budget and 22 professional staff members. Delivered growth and sustainability for the division and the institution, consistently delivering superior customer service and project fulfillment• Directed six centralized units: Enterprise Library Systems and Service Desk Operations; Administration, Budget & Procurement; Collection Management, Scholarly Communications, and Open Education.• Served as a chief customer advocate and an escalation point for customer issues and internal problems. Monitored health scores, and other success metrics, championing proactive continuous improvement and data-driven solutions.• Served as a bridge between cross-functional internal teams, LOBs, and executive leadership, ensuring alignment and successful service delivery. • Cultivated and maintained productive avenues of collaboration with CUNY technology and cross-functional teams, as well as institutional and external stakeholders that had not existed before – with measurable impact on mission-driven initiatives, especially with the State University of New York. CUNY and SUNY partnered to enhance knowledge management, functional support, systems evaluation, and resource sharing. • Implemented a UX-designed customer support portal built on the Drupal CMS, providing an in-depth knowledge base of known issues and resolutions, FAQs, as well as staff documentation and training resources for the OLS application portfolio. Customer Satisfaction Score (CSAT) KPIs exceeded 98% of targets. • Conducted a first-time review of IT controls, Change Management areas, and formalized systems planning, operations, security, and service desk effectiveness. Achieved 99.999 % uptime SLA for 5 consecutive years.

★ Responsible for leadership and management of CUNY Libraries’ Information Technology and service desk operations to all 31 CUNY Libraries, serving the University’s 24 campuses. • Participated in CUNY system-wide strategic planning, resource management, and assessment.• Shortly after joining CUNY, embarked on a consortium-wide onsite “listening” tour of CUNY campus libraries to meet management and front-line staff to gain insight into the support challenges and perceived level of service provided by OLS support personnel. The tour encompassed nearly 40 campus visits and engendered a high level of trust, garnering positive reactions and a spirit of partnership with OLS constituents across all levels, laying a foundation of transparency and open communications.• Successfully managed three high-profile, large scope, and intensely collaborative projects of great complexity including CUNY’s first unified, cloud-based library discovery platform, Primo; a full three-version upgrade of CUNY’s multi-tiered Aleph integrated library system; and a DSpace to Digital Commons cloud migration.

★ Ensured delivery of superior customer service while coordinating product integration and support for flagship enterprise library automation system and institutional digital asset repository platform. • Concurrently, administered key accounts for a North American customer base comprised of 400+ institutions, including twenty-six major research libraries. Led a team of fifteen support staff and IT personnel.• Joined Ex Libris during a period of major transition with unprecedented backlogs of support tickets and low customer expectations and staff morale. Provided proactive leadership, vision, and direction for both support personnel and systems organization. Replaced a relatively ad-hoc process model with a comprehensive set of quality-driven production processes and procedures. • Quickly cultivated effective relationships with members of the global support units, including the overseas development staff and 2nd line support teams to facilitate more rapid and effective response to customer issues, both during initial implementation and following the switch to support.• Enhanced the customer experience with the development of performance measurements and reporting methods that enabled continuous monitoring and analysis of SLA / KPI metrics and customer satisfaction surveys.