Marc Sims Email & Phone Number

Greater New York City Area

Primary responsibility of developing customer’s internal roadmap and business cases, becoming a trusted advisor/educator to enable customers to realize their retail media strategy, including challenging customers to think in new and creative ways that enable them to maximize value.• Oversaw and consulted on accounts for Microsoft Premier customers, ensuring the delivery of proactive services, problem management and guidance. • Proactively identify risks to customer’s programs and stated business goals and work with internal/customer teams to build and execute risk mitigation plans.• Analyzed current IT services to identify areas of improve and recommend viable IT solutions focusing on enhancing client’s overall performance. • Leverage data analysis and problem-solving skills to identify solutions and drive resolution of critical issues for customers.• Developed service delivery plans and ensured alignment of workflow and resources to meet the client expectations• Tracks escalate and plan to remediate technical blockers and provide engineering feedback to further our product and solutions as appropriate.

Greater New York City Area

Promoted with full operational responsibility for 80 Technical professionals across 7 teams dispersed throughout the US supporting over 18,555 devices within healthcare facilities. Teams include Lead Technicians, Senior Technicians, Junior Technicians and 50 Contractors. Technology support and management initiatives include installation, implementation, repair, preventative maintenance, and engineering change upgrades. Ensures records and ITSM systems are maintained, personnel scheduling and critical issue resolution. Conducts performance reviews, discipline and career development. Account budget in $2.8M.Business-critical initiatives include developing and implementing policies and procedures, managing process controls and standardization, creating and conducting training and service readiness for new products, sustaining programs, and special projects. Administers ITIL processes. • Ensures compliance to SLAs on all initiatives including national refreshes. Financial P&L, process and procedure improvements and developing and managing relationships with client Stakeholders.• Successfully transitioned 5 new Dell customer accounts within 36 months to Dell Manage Services model. • Collaborates with Dell and client Project Managers for end-to-end design of future operations processes and procedures and operational training materials.• An outsourced consulting group was under-performing and missing SLAs at major client. Created and implemented strategy to bring all services back in-house. Conducted over 1300 interviews, hired over 251 employees and brought SLAs up to 95%.• Collaborated with Executive Leadership to develop new processes for start-up Group handling all Managed Client Services accounts. Created training curriculum, standardized transition model, streamlined interview process and created an automated interview spreadsheet. All initiatives rolled-put through Dell as standardized best-practices.

Greater New York City Area

Promoted with full responsibility for 22 Technology Professionals supporting a global Financial Services client across the Eastern US. Developed process and procedures, maintained ITSM system and prepared daily reports to ensure adherence to processes. • Successfully maintained SLAs above 99% by conducted ticketing system workflow management including quality checks of daily ticket activity and workload monitoring.• Utilized customer satisfaction surveys to identify and improve customer experience.• Collaborated with Dell Project Management Office and Client management to identify gaps in service and develop corrective action plans improving process efficiency• Instrumental in developing and executing Tiger Team for the Assumption of Service for Client. Conducted over 1300 interviews and hired over 251 employees. • Created a project plan to relocate data center to new location 60 miles away. Hired Team and successfully moved data center without impacting services and delivering well under budget.

Long Island City, Ny

Performed on-site installation, configuration, implementation, integration, maintenance, troubleshooting and repair of Company and multi-vendor systems solutions including hardware, software and networking products.• Guided Global Delivery Management team to achieve 100% service performance across 4 sites by communicating priorities, implementing process and procedures and by motivating Team.

Long Island City, Ny

Performed technical support and planning for critical requirements including Network Administration, Computer Builds, Software Loads, Product Testing, End-User Support & Training, and Project Management. • The Technology Point-of-Contact for Citibank North America Executives.• Ensured high-availability of all infrastructure and delivery of all projects including builds, backup, monitoring, security, hardware and application support• Key member EFS Project Team across all supported customer laptops.

Master'S Degree, Information Technology

Bachelor'S Degree, Telecommunications Management