Paul Marasco Email and Phone Number

Provide management consulting to client IT and Business Executives who are responsible formanaging and delivering IT related services to their end user community or external clients. Provide recommendations and implement the IT business management systems required to maintain IT value and service delivery.• Perform network assessments including areas of People, Process and Tools• Develop Findings, perform Gap Analysis and make Recommendations• Perform Process and Procedure… Show more Provide management consulting to client IT and Business Executives who are responsible formanaging and delivering IT related services to their end user community or external clients. Provide recommendations and implement the IT business management systems required to maintain IT value and service delivery.• Perform network assessments including areas of People, Process and Tools• Develop Findings, perform Gap Analysis and make Recommendations• Perform Process and Procedure Assessment, Design and Re-Engineering• Experience working with Energy and Utility (E&U) clients • Interact with client executives in assessments and project planning• ITIL Foundations V3 certified• IBM Certified Consultant Show less

Managed global network operations centers located onshore and offshore supporting 12 high profile accounts with revenues of $5M to $30M annually. Achieved ISO 9001: 2008 certification. Held the highest overall customer satisfaction score across peer teams.• Planned and executed a project to create an operational ITIL compliant service desk and network operations center for a major global banking firm including direct interface with the Program Management Office (PMO) and Service… Show more Managed global network operations centers located onshore and offshore supporting 12 high profile accounts with revenues of $5M to $30M annually. Achieved ISO 9001: 2008 certification. Held the highest overall customer satisfaction score across peer teams.• Planned and executed a project to create an operational ITIL compliant service desk and network operations center for a major global banking firm including direct interface with the Program Management Office (PMO) and Service Assurance, Service Delivery, and Change management processes. • Drove successful implementation of complex, cross-functional projects. • Direct interaction with C-level executives in the initiating, planning, execution, and monitor & control phases of projects and steady state operation support. Show less

Directed technical repair center and call center operations across 6 US locations, with 350 employees and annual operating budget of $6M. Included triage and processing of 100,000 inbound calls, and 30,000 trouble tickets monthly. • Implemented call center automation yielding 35% productivity increase, improvement of inbound call service levels by 13% and $1.25M in annual cost savings.• Responsible for team of dedicated repair managers that achieved a 30% decrease in service… Show more Directed technical repair center and call center operations across 6 US locations, with 350 employees and annual operating budget of $6M. Included triage and processing of 100,000 inbound calls, and 30,000 trouble tickets monthly. • Implemented call center automation yielding 35% productivity increase, improvement of inbound call service levels by 13% and $1.25M in annual cost savings.• Responsible for team of dedicated repair managers that achieved a 30% decrease in service outage time for a select group of high-profile accounts. • Implemented a service differentiation program for large enterprise customers to small business customers resulting in improved customer satisfaction scores • Directed multi-site consolidation resulting in $5M annual cost savings with no significant decrease in customer satisfaction. Show less

Managed a technical repair center with 150 employees and annual operating budget of $3.5M. Processed 12,000 trouble tickets monthly handled by center-based repair technicians responsible for the troubleshooting and repair of voice and data services.• Implemented company’s first center-based repair center for Local Voice telecommunications services• Achieved fourteen-month continuous improvement of the department’s service repair time. • Engineered and implemented a process… Show more Managed a technical repair center with 150 employees and annual operating budget of $3.5M. Processed 12,000 trouble tickets monthly handled by center-based repair technicians responsible for the troubleshooting and repair of voice and data services.• Implemented company’s first center-based repair center for Local Voice telecommunications services• Achieved fourteen-month continuous improvement of the department’s service repair time. • Engineered and implemented a process which reduced chronic customer service outages by 20%. Show less