Steven G. Email & Phone Number

Exton, PA, US

Lancaster, PA, US

• Spearheaded technical guidance and leadership for NOC, Project, and Service teams, delineating objectives, industry best practices, and cutting-edge technologies to drive revenue.
• Directed a multidisciplinary team of Project Managers, IT Engineers, and technicians, encompassing coaching, recruitment, training, and mentorship initiatives.
• Led coordination and management of team workload, ensuring streamlined and effective service delivery.
• Oversaw day-to-day operations of the company, guaranteeing efficient service delivery and compliance with service level agreements (SLAs) while ensuring successful project completion.

London, Greater London, GB

• Devised and executed strategic plans for Global IT Support Services roadmap, delivering support and services to over 93 office and manufacturing locations worldwide.
• Oversaw global IT financial budget exceeding $6M, managing OpEx/CapEx expenditure related to hardware and software procurement, and IT refresh strategy.
• Implemented global purchasing processes to achieve CapEx targets and established asset tracking procedures to ensure resource stewardship.
• Achieved a reduction of over 400K GBP in the global operating budget within the first 12 months, subsequently driving ongoing efficiency improvements in a 4.7M GBP budget year over year.
• Revamped organizational structure to enhance culture, conducting thorough analysis of the current state and restructuring teams for global efficiency.
• Enhanced team engagement through management of End-user support processes and tracking procedures.

London, Greater London, GB

• Conducted comprehensive analysis of current state end user services, identifying areas for improvement and implementing necessary enhancements.
• Led Major Incident Management efforts, providing executive-level summaries of root cause analyses.
• Spearheaded Strategic IT Projects to align with organizational objectives in the health sector, including OT lab systems, server infrastructure, and SAAS initiatives.
• Fostered a culture of global collaboration, facilitating the exchange of information and expertise across the organization, and managed pharmaceutical relationships to implement new technologies.
• Established a regular reporting framework for internal global customers on service performance, ensuring timely delivery to stakeholders.
• Cultivated strong working relationships with global business stakeholders, serving as the liaison between the business and IT Operations.

Noida, Uttar Pradesh, IN

• Led the implementation of MSP services to support over 2,000 locations for Verizon Corporate, Wireless, and Wireline operations nationwide.
• Managed the screening and interviewing process for over 100 applicants, ensuring the provision of high-quality regional and nationwide support delivery.
• Provided leadership, coaching, and guidance to a team of over 45 employees, including 3 regional leads spanning Florida, the Carolinas, Georgia, and the Chicago area.
• Orchestrated a centralized training program to onboard more than 140 employees efficiently.
• Established and implemented a dedicated tiger team helpdesk to manage SLA and Vendor obligations, ensuring HCL's compliance with underpinning contractual requirements.

New York, US

• Spearheaded strategic initiatives to revitalize an underperforming IT Support organization responsible for servicing 200+ North American Retail Stores, with a strong emphasis on continuous quality improvement.
• Achieved cost reduction of over 60% per call by transitioning organization to US-based Help Desk as part of strategic vendor management for near shore Helpdesk, Product Suppliers, and Support Resources.
• Led program management for a portfolio of IT Retail Integrations for store closings, remodels, and relocations.
• Implemented SLAs with KPIs to effectively measure and manage team and third-party performance.
• Orchestrated migration of Retail environment from POTS services to Hosted VOIP Services while implementing 4G Failover for top-performing retail locations to mitigate lost sales due to data outages.
• Coordinated migration of Retail Server environment from the US to an EMEA based Data Center.

Fort Washington, PA, US

• Enhanced operations and instituted processes and procedures to facilitate growth of the team and company.
• Led program management for company's portfolio of EATON's Foreseer Monitoring Implementation projects.
• Coached, mentored, and developed team of 12, comprised of Integration Specialists, Project Managers, and Quality Control Engineers.
• Deployed Microsoft SharePoint site to effectively track and manage WES's monitoring program portfolio, customer support requests, and team resource utilization.

Boyertown, Pennsylvania, US

• Orchestrated restructuring of underperforming internal IT resources and devised a remediation plan to overhaul the technical strategy for the company, including development of SAAS application for client use.
• Spearheaded introduction of new product solutions for both large enterprise and early-stage customers.
• Offered strategic insights to key executives regarding the technological direction of company products.
• Drove product solutions for company’s Software Solutions to Enterprise accounts and their downstream customers, including mid- to small-sized companies.
• Coached and mentored peers on Leadership and Team Development techniques and strategies.
• Directed Program Management initiatives such as application development and Office 365 implementation.

Denver, CO, US

• Oversaw implementation of multi-million-dollar company initiatives, including physician rounding equipment, clinic and patient management applications, SAAS products, and managed print services.
• Collaborated with Leadership team of newly formed project management office (PMO) to institute processes and procedures and developed SharePoint Portal to standardize practices among IT Project Managers.
• Crafted business case justifications for Steering and Executive project approval.
• Directed projects spanning Infrastructure, Applications, Clinical, and companywide morale-boosting activities.
• Formulated Project financial budgets from L0 to L3, conducted trending analyses to ensure adherence to financial commitments, and consistently completed projects within budget for multi-million-dollar initiatives.
• Provided coaching and development opportunities for Project Team members.

Denver, CO, US

• IT Manager over all IT related Clinical Implementations of Network, Desktop and cabling installations for New Clinic buildouts and Acquisitions. Team goals met all KPI's completing all IT hardware and network.
• Developed SharePoint Project management portal for Management and Tracking of all clinical project initiatives.
• Manage vendor relationships with Enterprise Cabling and Integration Vendors, covering over 2500 Dialysis clinics nationwide.
• Manage and Report on Monthly, Quarterly, and Yearly Budget trends.
• Teammate Hiring, Reviews, Terminations and Development Plans.
• Experienced Manager of Teams such as, IT Purchasing, Network Account Management, Desktop Break\Fix and Project Management

Advanced to increasingly responsible positions, culminating in healthcare project management role. Restructuring IT Operations reducing overall departmental salary and wages for Desktop Support, Break-fix and Asset and Software Management, temporarily directed 15 employees to ensure project goals were met. Deliverables included policy and procedure.

Computer Science

Computer Science

Computer Science