John Marotto Email & Phone Number

Lake Forest, Ca.

Lake Forest, Ca.

As a Tier 3 team member operated in multiple development environments, duplicating, defining application defects and system errors, acted as Problem Management escalation point, provided reports and readable data extracts detailing application performance. In Managers roll, managed a team of 12 Client Support Analysts responsible for first and second tier support of national sales team and external users of newly created e-Mortgage application. Full accountability for teams' staffing, performance, and operations.Select Achievements:Merged 2 independent Help Desk teams for an annual cost savings of 60%.Managed Help Desk teams achieved and maintained 98% FCR within eight weeks of inception.Usability SME for e-mortgage technologies. Teamed with marketing group and Web Development team to create distribution and user training materials.Suggested UI changes that reduced support calls by over 22%.Reduced defect resolution time by 70% after assuming Servicing Application support roll through process and SLA development.

UI SME for e-mortgage application - collaborated with Marketing, and business units to develop 2nd generation design. Participated in planning and launch.

Participated in final rollout and management of Service Center team developed to support an e-mortgage application. System grew to more than 35,000 users.

Small Business start-up provided broad range of planning, installation, upgrade, and troubleshooting of new and existing SOHO systems. Ensured proper functioning of small business information processing systems. Analyzed existing LAN/WAN technologies recommended appropriate updating / configurations. Provided support to a variety of end users on a wide array of issues.

Hired directly to develop, execute, and support all existing IT operations for this million dollar Commercial Insurance organization. Developed curriculum and provided technical training to business associates. Developed and implemented polices on Remote Access, Network security, Hardware and Software Acquisitions, and Disaster Recovery. Planned and executed a series of hardware and application upgrades including obsolete systems. Designed, created and launched corporate Intranet site via IIS.Select Achievements:Increased productivity 20% through process development and associate education.Reduced application down time 40% through technology upgrades and implementation of monitoring.Negotiated new contract for leased equipment reducing costs by $15,000 over shorter lease period.Planned and executed migration of corporate sever - Windows NT > Windows 2000.Implemented Active Directory SSO, created directory structure and security rights.

Provided front line support, on and off site, to corporate clients in 15 states.