JOSEPH M. REPPUCCI

** ******* ****** ****: 978-***-****

Westford, MA 01886 Cell: 978-***-****

Email: ab8n6a@r.postjobfree.com

EXPERIENCED INFORMATION SYSTEMS & CUSTOMER SUPPORT PROFESSIONAL

An accomplished, experienced Information Systems Professional, Customer

Services Manager, and Technical Account Manager with strong leadership

abilities, proven relationship building skills, and excellent problem

resolution skills.

KEY STRENGTHS

Team Leadership and Management Experience leading dispersed team,

responsible for supporting customers 24x7, through weekly Territory

conference calls and updates of technical issues, weekly results for

overtime, operational issues, and recognition of technician's individual

contributions

Performance Management Can effectively manage regular online/remote

meetings with teams of up to 30 people to discuss their issues, and any

performance improvements/challenges, to reward significant achievements and

to ensure availability of scheduled ongoing training throughout the year.

Established team goals and individual career planning and performance

reviews.

Customer Relations Proven ability to establish strong relationships with

customers by demonstrating a complete understanding of their business

needs, continued open communication, providing immediate follow-up on all

requests, and providing a pro-active approach within the relationship by

continued research into their business goals and obstacles.

SIGNIFICANT ACCOMPLISHMENTS

. Technical Account Management - Successfully acted as Migration Manager

directing the client process, internal resources and client teams

involved in major migration effort. Assisted in changing and adapting

the process to the needs and timeframe of the client, included

changing and presentation of kickoff and analysis materials. Provided

clients with the appropriate level of technical skills for analysis of

environment, implementation, and remediation of issues; done by way of

WebEx or conference calls as needed. Coordinated all activity

between internal resources (Migration Team, Account Teams, Product,

Engineering and Support) and the client. Provided resolution

management of all client issues, minimizing all escalations.

. Team Operations - Measured by surveys, technical indicators and direct

customer feedback, led team of technicians in obtaining customer

satisfaction status of Very Satisfied; Ensured all maintenance calls

were resolved within 4 hours, or ensured escalation of all issues not

resolved within that time, communicated progress to customers; Managed

budget and ensured all Territory expenses met budget, including parts

cost, mileage, communications cost, and overtime

. Revenue Generation: Maintenance, Hardware, Services - Identified any

potential revenue and encouraged Sales Reps to drive leads through to

closure; Some successes were Bank of America, purchase of high end

production machines, and purchase of Services to address dedicated

coverage for 2nd and 3rd shifts providing $315K to Eastern Region;

maintenance renewals for Liberty Mutual, Pitney-Bowes, Datamail, Bank

of America; Territory generated highest amount of revenue for the

Eastern Region

. Team Leadership - Encouraged all technicians to participate in revenue

generation through The Leads Program; The Leads Program is the process

for submission of all leads, primarily from the technicians, and

additionally tracks the lead through to closure and if successful,

will generate a monetary award for the technician based on the value

of the sale; influenced all staff to participate and 90% received

monetary awards

. IS Support - Participated in and had responsibility for some aspects

of the largest single vendor trade show (DECWORLD) in the computer

industry at the time ('86, '90, '92): IS Manager, member of Program

Team, responsible for design and implementation of support strategy;

including establishing sponsors, recruitment of technical and customer

support staff, computer systems acquisition, and management of 3

marketing groups

PROFESSIONAL EXPERIENCE

Clearbridge Technologies - contractor at RSA - the Security Division of EMC

2011- present

Technical Account Manager

Responsible for managing RSA Archer clients through the migration of a

major upgrade to Archer. Was the focal point for all activity related to

the migration, from Client Kickoff through implementation, client testing

and acceptance, and transition to Customer Support.

An example of Client Migrations managed are Visa, Cargill, Verizon, Thomson

Reuters, NASA, Sally Mae, AOL, Discover Financial, eBay Inc./PayPal.

JOSEPH M. REPPUCCI

InfoPrint Solutions (Joint Venture - IBM/RICOH)

Customer Services Manager 2008 -

2010

Responsible for delivery of Maintenance and Services for all Printer

Products within New England primarily focused on Production Print machines

for companies such as Bank of America, Liberty Mutual, Citizens Bank,

Pitney Bowes, and Datamail.

IBM Corporation (TSS organization bought by IBM)

Customer Services Manager 1999-

2008

New England Maintenance Services

Responsible for delivery of Maintenance and Services and managed the

following territories and products: Northern NE Territory (Maine, NH, and

VT); Products supported consisted of printers (low & high end), Point of

Sale, low and high end workstations and servers, RISC Servers, and

Mainframes; Eastern MA Territory supporting POS, Printers,

Servers/Workstations/Laptops; Boston Northern Mass. supporting Point of

Sale and Desktop/Workgroup printers

Technology Service Solutions (Joint Venture - IBM/Kodak)

TSS - Customer Services Manager 1994 -

1998

Responsible for delivery of Maintenance and Services to New England based

customers; Managed Eastern Mass. Territory; Products supported consisted of

printers (low & high end), Point of Sale equipment, low and high end

workstations and servers, RISC Servers

Software Consultant

Independent Consultant 1993 -

1994

Designed and implemented MS Office strategy for 20 user Novell Server;

including installation of MS Windows, MS Office products, restructuring of

Novell Workgroups and login scripts, installation of Novell Workstations,

and recommendations for integration of all business functions

Digital Equipment Corporation

1979 - 1993

Progressed through the ranks from Programmer Analyst, Senior Programmer

Analyst, Software Consultant and IS Consultant with experience in

Sales/Marketing, IM&T, managing Worldwide Information Management strategy

for support of customer events and drawing on a wealth of experience from

previous positions in the Internal Product Strategies Group, the Software

Products Group and Software Services

Star Market Corporation Programmer Analyst

1978 - 1979

EDUCATION

IBM Managing in New Blue, Diversity in IBM, Intro. To Sales and

Services

TSS - IBM/Kodak Novell V4.0 Certified Netware Engineer

Clark University LAN Administration, Certified Netware Administrator

University of Mass/Lowell Introduction to Data Processing

US Army Reserve COBOL Programming, Advanced COBOL Programming

Digital Equipment Corporation RSX Operating Systems courses, Effective

Presentation Skills, Effective Executive

Presentations, Project Management,

Effective Communications Skills

ADDITIONAL EXPERIENCE

Taught Microsoft Works to Adult Education Program at Montachusett Regional

Technical High School

VETERAN STATUS

US Air Force September 1965 - June 1969

Vietnam Campaign June 1968 - June 1969

US Army Reserve 1977- 1982

OUTSIDE INTERESTS

Billiards, Darts, Travel, Dining, Assistant Youth Baseball Coach, Volunteer

at the Cameron Center in Westford

REFERENCES - Furnished upon request

Contact this candidate