Customer Service Manager
Resume:
WILLIAM A. DI MAGGIO
Old Bridge, NJ 08857 *******.********@*****.***
http://www.linkedin.com/pub/12/9b4/509
Professional Services Solutions Sales
Solution Selling Strategic Planning Customer Service & Support Cost Control P&L
Financial Services Automation Operations & Project Management Process Automation
Product Design & Development Business Development Risk Mitigation Vendor Relations
ITIL Foundation-Certified, customer focused IT professional valued for leading professional teams that
build technology solutions to mitigate risk and enable bottom line growth. I am recognized for a unique
combination of technological and business acumen that includes, consulting sales, operations, IT
management, programming, help desk, and the ability to identify complex issues, and strategize their
solutions for improved ROI.
PROFESSIONAL HISTORY
SYMANTEC CORPORATION, New York 2008
Public Software Company, 7000 employees’. 2007 Revenue $5,199 mil (25%), Founded 1982.
Sell Symantec Consulting Services to customers. As a Professional Services Solutions Account
Manager, I Focus on business development initiatives while establishing customer relationships and
creation of new business opportunities.
• Sold $1.2M of Professional Services and managed the contract development between Symantec and
Microsoft for a major end user Bank.
• Successfully led $1.3M of Professional Services contract negotiations between Symantec and
Financial Services customers.
• Generated $658K of incremental revenue by identifying new opportunities on existing projects.
• Negotiated pricing model on Services deals and presented customer facing pricing for approval.
• Conducted pre sales technical customers/Symantec SME’s “workshops” that led to Services deals.
• Won the Top Services Sales Rep award for Q4 /2009
SUN MICROSYSTEMS, New York 2000 – 2008
Public Information and Technology Services, 30,000 employees’ 2007 Revenue $13,873 mil (6%), Founded 1982.
Professional Services Engagement Manager, 2001 - 2008
Sold Consulting Services to Sun customers. Maintained the SUN PS sales and delivery relationship with
Financial Services and Communications Media customers, partners and other SUN organizations.
Developed new business opportunities that included extensions of existing projects and development of
new opportunities.
• Exceeded $4M revenue targets by 25% in 2006 and 2007
• Generated incremental revenue by identifying new up-sell opportunities.
• Managed diverse teams in pre sales and delivery of engagements focused on customer satisfaction.
• Developed bundled hardware/services solutions for customers that provided them with ROI value
propositions in re-hosting efforts.
• Conduced financial analysis and deal review of more complex PS engagements.
• Lead several Benchmarks for customers to help facilitate their technology strategy decisions.
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• Engaged and managed Sun's strategic Partners during sales and project delivery.
Technical Manager, 2000 - 2001
Northeast area manager for mission critical PS engagements to ensure that methodologies were being
delivered according to Sun specification. Conducted customer datacenter assessments using SUN’S
methodology for assessing people, processes and products to up sell remediation services.
• Identified third party tool use to customers that resulted in more than $60k of additional Sun revenue.
• Reviewed all risk analysis reporting for potential hardware/PS opportunities and presented a
Recommendation(s) Report highlighting those risks and financial exposure.
• Identified cross training opportunities; reduced the need for new hires.
CHASE MANHATTAN BANK (CHEMICAL BANK MERGER IN 1995) New York, NY 1980 - 2000
Retail banking leader with ’00 revenues of over $60B. Merged with J.P. Morgan in 2001.
Vice President of Technical Services 1994 - 2000
Vice President of Telecommunications Services 1990 - 1994
Technical Manager of Branch Services 1987 - 1990
Programmer of Retail Operations 1980 - 1987
• Developed and managed the Solaris / AIX UNIX Engineering group consisting of 8 engineers
focusing on new business project implementations that spanned multiple internal business units.
• Provided technical resources to engineer, build and implement UNIX platform solutions on Sun and
IBM hardware to meet customer business needs.
• Pioneered new technology by engineering and implementing CHASE's first SUN Enterprise (multi-
domained) platform for server consolidation.
• Engineered and implemented an Image Archive platform in support of check and customer statement
image archiving; allowed both internal and customer viewing, replacing outdated technology.
• Migrated Private Bank systems environment to a new data center while maintaining uptime consistent
with customer Service Level Agreements.
• Ensured that all activities met target goals and customer satisfaction; managed the project
implementation plan.
• Created funding documentation for all hardware/software purchases for financial review and
approval; insured adequate funding for purchasing project system components.
• Forecasted merged data volumes and their impact on the systems environment; provided added CPU
power and disk storage to absorb the new volumes.
• Implemented management platforms to proactively manage the Trading Floor network using third
party tools as the baseline for creating the monitoring and reporting functions.
• Managed Network Services groups consisting of 12 -14 technicians doing break fix analysis, trending
of network issues, software distribution to Branches and Help Desk support.
• Provided trending and reporting of critical LAN segments for Service Level management reporting to
business units.
• Implemented network management tools to proactively monitor/alert on branch issues using third
Party products.
• Centralized the Branch Help Desk into a single one-stop function. Created shift Support schedules to
cover operations staff as second level support.
EDUCATION B.B.A., Business/Statistics, CUNY – Bernard Baruch College, New York, NY
CERTIFICATION
Foundation Certification, IT Service Management, Information Systems Exam Board
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