Marc G. Email & Phone Number

New Haven, Connecticut, Us

Oversee FTE support services staff and executive-level support while managing vendor relationships with Tier 1 MSP. Lead cross-functional collaboration to enhance service delivery and operational efficiency.Led the transformation of ITIL maturity and adoption, reducing Mean Time to Repair (MTTR) by 50%, significantly improving service responsiveness and reducing operational downtime.Managed explosive company growth by deploying PCs to new hires and refreshing laptops across departments, ensuring 100% on-time delivery and minimizing impact on productivity.Developed and delivered customized training materials for Microsoft Teams phone service, achieving a 95% comprehension rate across staff, driving adoption of collaboration tools.Led IT support services for a biotech company, ensuring 99% uptime of IT operations and delivering secure, reliable IT services across all business units.Managed escalations and critical incidents, providing executive-level support with a 98% resolution rate, minimizing business disruption and enhancing C-suite satisfaction.

Tarrytown, Ny, Us

Provided oversight on 9 agile/fall-based supply chain projects from conception, development, integration, and global service delivery in 2019. 13 Web Development projects for 2020. Reported on 42 projects.Delivered 80% of all Agile/Fall projects on-time with full SDLC for an eCommerce platform. Leveraged proficiency in Excel, Jira, Visio, and Microsoft Project to manage tasks, UAT testing, for a partner eCommerce portal.Managed sales operations automation projects that delivered $830K in headcount savings for 2021.Grew the customer-technology digital delivery footprint through onboarding of 5 new vendors into the BlueSky Subscription Web Portal.Lead matrixed project teams of 8-10 people from different countries and cultures.

Hands on driven technologist driven to excel through rapid consumption of new technology capabilities, forming strategic alliances with business stakeholders and IT leaders. As a strategic thinker I have found creative ways to deliver ROI, increased customer satisfaction and the relationship between Information Technology (IT) and the business leaders we support. A strong advocate for using technology to drive business transformation—passionate in driving innovation, building a viable business case's, and fostering teamwork for changes in IT infrastructures and best practices.Accomplished IT professional with over 20 years of experience leading teams, managing projects and supporting Organization’s technology requirements. Record of success creating IT strategies, roadmaps and standards resulting in business efficiencies and streamlining an IT group. I have developed leadership abilities throughout the years by managing various groups ranging from support services to infrastructure teams. Employee development has proven successful along with strong relationship-building skills with internal and external customers and vendors, accompanied by the ability to communicate with all levels of the business. Service Operations consulting for Service Desk using the best in COBIT, ITIL, and PROSCI frameworks.Each position along the way has provided challenging opportunities to learn and grow. Currently working with Finance and CPG companies in the US and always seeking new opportunities.

Stamford, Ct, Us

Business relationship and platform operations manager for the delivery of Purdue Pharma intranet and customer-facing platforms. Managed business partner requests through our PMO delivery process, ensuring project delivery and satisfaction. re-deployed team to fulfill an enhanced digital product with buy-in from across the company. Sought out additional responsibilities; learned and executed AWS server configuration and implementation, resulting in $100k annual reduction in support costs of additional web server resourcing.Used Prosci change management techniques, advancing the adoption of cloud technologies to diverse client demographic; increased collaboration between teams and enabled colleagues to work from anywhere on any device in a seamless fashion that prevented disruption.

Stamford, Ct, Us

Managed the ITIL implementation project of best practices along with a new IT Service management software, including Global support and required working in our UK offices to establish processes for both the US and the UK sites. Developed curriculum for IT orientation and systems training as part of the Stamford onboarding process. Restored IT brand through diligent oversite of quality deliverables that passed through my department. Increased customer satisfaction by overseeing daily operations of the national Service Desk for a $1.7B pharmaceutical company.Increased customer satisfaction 16% and achieved fewer outages through hands-on collaboration with management and IT suppliers to determine root cause and construct an ideal action plan.Generated performance metrics and reports for dashboards and balanced scorecards, identifying areas of improvement, implementing resolutions to improve service delivery, resulting in lower user downtime and faster ticket closure rates.

New York, New York, Us

Passionate about making a difference in this world and found that I can achieve that through people development and leadership by motivating team members to reach untapped potential and over deliver on performance objectives. Led teams through significant change in order to achieve streamlined publishing file delivery to typesetters. Motivated colleagues to work collaboratively increase productivity, and drive cost savings. Global client services manager for publishing company worth $2B+.

White Plains, New York, Us

Acquisition by Reader's Digest in 2007Reported to Senior VP of Weekly Reader division, accountable for delivering cost-efficient solutions utilizing strong analytic, technical, managerial and interpersonal skills. Served as a member of IT steering committee. Collaborated with parent company’s CIO on group level initiatives.Directed and implemented technical aspects for 2 mergers, including the relocation of 2 data centers and staff that established a collaborative culture between IT teams and was instrumental in meeting aggressive management deadlines and resolving customer crises.Developed tactical decision-making capabilities and leadership in the systematic resolution of network and system issues.

White Plains, New York, Us

Us

Education record

Business Major