Mark Perfetti Email & Phone Number

Greater Minneapolis-St. Paul Area

- Provided leadership to cross functional teams - Implemented web applications and software solutions- Responsible for implementation of software and related hardware systems - Provided in depth technical knowledge of system implementation methodologies, organizational policies and project management tools- Developed detailed documentation including request for proposal, vendor selection process, and statement of work documentation- Monitored and reported on project progress; provide status reports to executive sponsors and communicate project information across the enterprise- Ensured the project work follows county standards and processes and meets state, federal and local statutes and guidelines.- Created, implemented and communicated improved project processes, guidelines and metrics- Supervised and mentored junior project managers

Greater Minneapolis-St. Paul Area

Managed medium to large-scale IT/IS projects - Managed and develop all aspects of Information Technology projects including requirements definition, system documentation, testing and quality assurance plans, system maintenance plans, training and user documentation, change management, and project documentation- Acted as liaison between all IT/IS related departments/offices within the Minnesota State Government, including contract management responsibilities - Advised senior office management on development path for applications - Provided direction and assistance for project management to other employees - Assisted in the development and implementation of shared information resources by consulting and advising stakeholders on department/group/office information resource management issues, helping the stakeholders remain consistent with models, plans, and standards

Greater Minneapolis-St. Paul Area

Designed and implemented an e-Service strategy for a local dot-com. Managed a customer support department for over 650,000 members. Customer Service Management - Designed and staffed a customer support department. - Developed customer service policies based on industry standards - Worked with upper management to develop internal communication processes - Developed intranet-based tools to assist with internal support chain - Conducted employee performance reviews and developed training plans - Acted as liaison between techies.com and privacy advocate groups to promote the proper handling of personal information - Participated in product development meetings to ensure proper steps were being taken to accommodate customer support and to ensure customer requirements were being metCRM Product Implementation - Created requirements and process flow diagrams for Customer Relationship Management (CRM) and Automatic Call Distributor / Interactive Voice Response (ACD/IVR) implementation - Coordinated end user training and product roll-out

Greater Minneapolis-St. Paul Area

- Performed primary role as technical contact for field sales and pre-sales technical planning- Coordinated special proposals, gathered technical specs, configured hardware, and assisted with pricing and packaging options- Maintained sales documentation including pricing manuals, release calendars, hardware specs, customer reference files, and competitor information- Worked with technical support and professional services staff to provide pre-sales evaluations of client hardware and software

Hopkins, Minnesota, United States

Production Test Technician- Used digital and analog test equipment to inspect and calibrate high-resolution monitors for the medical imaging industry Component QA Test Technician- Maintained quality standards for electronic components - Interfaced with subcontractors and vendors regarding QA testing

Philadelphia, Pennsylvania, United States

Fleet Services Supervisor - Coordinated loading and unloading of aircraft - Reported weight and balance information to ramp ops - Ensured proper handling of dangerous goods - Evaluated team member performance - Coordinated ground crews during flight irregularities and gate changes Customer Service Agent - Performed various airport passenger handling functions, including ticketing, boarding, and baggage claim.

Ba, Information Technology Management

Digital Technology Certificate