Rick Macia Email & Phone Number

Greater New York City Area

Current Role: IT Global Service Delivery Manager ITSM/SDM supporting global processes, part of team leading Change, Vulnerability & Risk management. • Work with global service provider-partner on emergency incidents for “follow the sun” support.• Manage CAB & ERB meetings for Change Management for North America.• Metric reporting & accountability reviews with various global teams.• Work closely with InfoSec on global patching vulnerability initiatives. Past Roles:- ITSM/Project Manager for Tapestry (Coach-Kate Spade-Stuart Weitzman) IT Client Services - IS Client Services Manager

Customer focused Manager responsible for wide area of Manhattan providing telecom services to a large customer base. Responsibility included the delegating, coaching, training and mentoring of 22 technicians. Coordinated the techs daily workload of projects & service tickets while maintaining strong customer relations and upholding SLA’s. Administrative tasks were handled such as vacation tracking, payroll validation, performance appraisals, customer feedback surveys and disciplinary measures.

Hands-on Manager involved with providing daily technical support to 300+ local clients. Managed, motivated and mentored a staff of four technicians in the delegation of projects and daily workload. Conducted team meetings, provided feedback to leadership on how to improve on SLA. Worked closely with business lines and vendors to ensure quality service and value-added technical work is being accomplished.