Mark Depollo Email & Phone Number

Ann Arbor, Michigan

Led IT Infrastructure and Platform Services Teams through JSTOR.org Re-architecture: Guided a diverse team of engineers and managers during the re-architecture of JSTOR.org, while balancing responsibilities with leadership over the corporate IT Infrastructure. Provided leadership & mentorship to team of Systems Engineers (Web, Linux, Cisco/Dell, RHEL/CentOS, VMWare, Microsoft Server/M365/Exchange), Network/Security (Cisco), Oracle, and SAN Storage (Hitachi).Fostered a Collaborative Team Culture: Cultivated a culture of teamwork, trust, speed, belonging, and evidence-based decision-making. This culture empowered the team to execute countless projects seamlessly, contributing significantly to ITHAKA's organizational and technical transformation.Reduced IT Costs through Optimization: Achieved a $1.5 million reduction in capital expenses and a $350,000 decrease in operating expenses between 2020 and 2023 by minimizing bare-metal infrastructure, eliminating technical debt, and leveraging virtualization and cloud services.Streamlined Technical Integration: Successfully oversaw the integration of two business acquisitions, consolidation of two NY offices, closure of UK datacenter, and consolidation of two US datacenters over seven years with no adverse impact on business operations.Led SOC2 Compliance Efforts: Spearheaded efforts to prepare for SOC2 compliance, resulting in the successful passing of the initial SOC2 Type-2 audit.Enabled Remote Operations and Enhanced Collaboration: Facilitated the rapid transition to a 100% remote work model, ensuring full operational functionality within one week. Additionally, upgraded the organization's video-conferencing/telephony solution (Webex) to enhance remote collaboration and teamwork.Enhanced Security Posture: Managed and improved the security posture of on-premises and publicly exposed infrastructure. This included activities such as vulnerability scanning, remediation, patch management, and incident response.

Ann Arbor, Michigan

Hired to enhance operational support, administration, data processing, and business continuity for ITHAKA's flagship web service, JSTOR.org. Achieved the following:Collaborated with the Engineering team to transition from bi-/tri-annual releases to incremental monthly platform upgrades.Designed a system and process for data ingest and processing, eliminating a 300TB multi-year backlog within 8 months.Introduced an innovative approach to product testing, leveraging existing infrastructure to avoid the need for a multi-million-dollar investment in a second testing environment.

Farmington Hills, Michigan

Promoted to oversee web-based SaaS/Cloud Enterprise EHR product development.Revamped development and QA processes, introducing robust issue tracking, accurate work-time estimates, streamlined sprint planning, and a comprehensive development dashboard.Accelerated product release schedules by implementing an iterative QA process alongside Agile/SCRUM development, reducing promotion to production timelines from months to days.Simultaneously managed multiple product projects with separate teams to enhance delivery efficiency and product robustness.Provided leadership, guidance, and mentorship to team leads, fostering a more effective, efficient, and cooperative team through creative problem-solving meetings.

Farmington Hills, Michigan

Conducted market research, determined distinctive competence, defined product features, and positioned Enterprise EXR—an electronic health-record repository used by hospitals for enhanced patient care and longitudinal patient information.Created a 12-month product roadmap to enhance the feature set.Produced marketing collateral for the HIMSS 2011 tradeshow in Orlando, Florida.Led internal certification preparedness and audit initiatives, resulting in Enterprise EXR receiving ambulatory and inpatient certifications from ONC-ATCB and inclusion in the US Government's Certified Health IT Products list.

Promoted to oversee and manage customer escalations, addressing product-related issues in intrusion detection, host/network/desktop sensors, and vulnerability assessment. Responsibilities included problem definition, action plans, project/resource planning, customer/account management, and on-site engagements.Introduced and implemented Continuing Engineering and Escalations Management team and practices within the Product Engineering team. This streamlined the resolution process for product and customer issues across all software and hardware security product lines, establishing a unified methodology.Oversaw a team of 17 network/internet security product engineers focused on "customer saves," resulting in retaining millions of dollars in revenue and creating new revenue opportunities.Managed interdepartmental relationships with Customer Support, Product Management, and Product Engineering, facilitating rapid resolution of customer and product issues.Strengthened customer service, loyalty, and staff commitment by mentoring technical teams on effective customer interaction and problem-solving methods.Expanded the Continuing Engineering process globally by placing staff in Brussels and Tokyo offices, enabling quicker issue resolution for international customers.

Directed and coordinated customer escalations requiring engineering efforts to resolve product related issues, including: problem definition, action plans, project/resource planning, customer/account management, and on-site engagements. Expanded the team to provide worldwide coverage.

Product: SiteProtector Relocated to Atlanta, Georgia to implement defect, triage, and resolution process for the Engineering Team and also took charge of Agile development team focusing on unified development across multiple products.

Took leadership of the SAFEsuite MSP Engineering Team (8 Developers, Tech Writer, and 2 QA Engineers) to complete a critical project with multi-million dollar contracts pending, collaborating closely with the President/CEO and VP Product Engineering.Ensured fulfillment of contractual obligations and delivered a robust product to business partners as part of a strategic initiative.

Established product strategy and direction in collaboration with executive management, Product Engineering, Service Delivery, and Offer Management teams, while overseeing two technical product managers.Enhanced operational efficiency and addressed customer requests through comprehensive systems/business analysis conducted with both internal and external organizations.Effectively project-planned acceptance testing, beta testing, implementation, customer upgrades, and software release schedules. This resulted in the successful launch of a fully redeveloped service management system and customer portal.Conducted market research to identify unique strengths within the market space, establishing clear product definition, positioning, and release roadmaps.Evaluated customer issues and market feedback to develop marketing and systems specifications. These specifications provided precise market requirements for product releases, guiding Product Engineering effectively.