Manager Service

Mark J. Koistinen

*** ****** ***** ******* ****, MD 21146

410-***-**** (mobile) ********@*****.***

CORE COMPETENCIES

Client Consulting/Account Management

Microsoft Office 365 Platform & Products

Creative Team Building

Training/Coaching/Mentoring

Business Productivity and Efficiency

Product Management and Branding

Service Delivery and Operations

Web Strategy and Project Management

Customer Experience Design and Delivery

Startup / Turnaround /Change Management

PROFESSIONAL EXPERIENCE

Independent Contractor February 2016 to Present

Business Productivity Consultant and Trainer

Consulting services for business productivity and operations management, customer experience, change management and the implementation of cloud technology services and end user training for the Office 365 platform including Exchange Online, Office Online, SharePoint, OneDrive for Business, Yammer, and Skype for Business.

Cloudbearing / ComparexUSA October 2015 to February 2016

Technical Account Manager (TAM)

Role as a post sales consultant responsible for the overall growth, quality, and satisfaction of the customer’s Unified Cloud Management relationship. Internally the Technical Account Manager is committed to Comparex’s internal sales forecast and achievement of objectives for continuing development.

Lead customer adoption of Microsoft Cloud technologies and related services while maintaining high customer service standards and excellent customer satisfaction.

Act as a technology analyst to plan Cloud based solutions for customer environments with concrete ROIs.

Document customer requirements and business objectives for sharing and team understanding.

Established proficiency in understanding the Comparex Cloud Complete/Unified Cloud Management and be able to articulate the value of these services to our customers.

Partner with our customers to ascertain their IT priorities in order to set a long-term strategy for service delivery that aligns to their business objectives.

Create strategic relationships with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals.

Responsible for sustainable growth through routinely partnering with sales to strategize on ways to create new opportunities within the accounts they service.

Manage client portfolio including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent with Comparex’s legal, fiscal and personnel policies.

Cloudbearing / ComparexUSA February 2013 to October 2015

Director, Training Solutions and Business Productivity

Lead Knowledge and Business Productivity services for cloud-based technology and migration solutions specializing in Microsoft Office 365. Manage the training and enabling of end users and power users for effectiveness and productivity, carry out detailed client business model assessments for process mapping and development of complex SharePoint environments, consult with client leadership on enhancements and solutions to business productivity of staff, tools, and processes. Consistently deliver on-site and webinar-based training and create instructional videos on Office 365 products and methods to maximize and optimize staff utilization of these tools in the modern work environment. Built and run the department as a new revenue center and continually building and maintaining an online client facing knowledge portal.

Led and owned the development of the Training Solutions and Business Productivity Department’s roadmap including the development of training and consulting solutions as an independent revenue stream.

Managed and delivered training endeavors including plan development, needs assessments and training delivery

Led business analysis projects with C-level clients to identify and build business productivity and performance

Directed online webinar training programs and session delivery for training clients on Office365 productivity

The SEEP Network April 2011 to February 2013

Sr. Manager of IT, Operations & Web Services

Director of Technology role creating and leading all organizational technology requirements, ensuring optimal use of information technologies and web services contributing to meaningful improvements to our online presence/engagement, staff productivity, network infrastructure and member/client facing services. Responsible for office operations and logistical and technological requirements for the local staff, globally located consultant/facilitators, and association members

Led and owned the development of SEEP’s Technology Roadmap including our web presence, the development and maintenance of all other web resources and community environments, and Information Technology. Reporting directly to the Executive Director.

Managed and designed SEEP’s new website, web platform and member portal resulting in the winning of the prestigious 18th Annual Communicator Award of Excellence for best website in the non-profit category for 2012.

Improved the utilization of mission critical web services and productivity tools for increased efficiencies, collaboration, and lower operating costs. Optimized collaboration for staff, facilitators and members by facilitating the effective use of virtual tools and cloud-based SaaS applications leading to anytime, anywhere, any device access and work capabilities. Reduced operating costs and IT budget by more than 60% within 18 months.

Directed technology and operational requirements for SEEP’s annual conference with over 1,000 attendees.

Built SEEP’s capacity for the effective use of social media platforms, technologies and strategies through the evaluation, development and design of systems, quality measures and standard operating procedures. Spearheaded our engagement strategy and plan.

Managed and maintained all of SEEP’s Information Technology needs including the management of major projects such as our entire office relocation, closing our outsourced data center, retooling network resources for efficiencies, and moving our network to the cloud.

FIRST ACH / NDF MERCHANT SERVICES March 2007 to April 2011

Columbia, MD

Project Manager / Manager, Product & Marketing

Member of executive management team with a broad scope of responsibility overseeing core business and operational objectives for the First ACH product and client facing functions including business development, sales, marketing, service delivery & support and product development. Trained cross-functional teams, which often included assignments and ownership in other organizational areas. Guided a focused team as well as multi-functional teams in the design, development, launch and support of cutting edge solutions and processes. Managed the full lifecycle of the First ACH Product Suite and associated services.

Spearheaded and managed the start-up and development of First ACH, a new DBA identity and brand offering best of breed ACH and Credit Card merchant accounts, payments technology, products, and services. Reported directly to CEO and owner.

Developed our online marketing presence, designing and implementing all SEO and PPC campaigns leading to online merchant enrollment averages of 100 merchants per month.

Led web development and content strategy producing and managing copy, content, and design elements, leading the in-house development team to create and implement the framework and final product for FirstACH.com and associated payment platform in 14 weeks.

Established and built the Product Group to support, market, sell, and grow the First ACH brand. Hired, fired, trained, coached, and managed all team personnel from 0 employees to 7, plus supporting personnel.

Developed and nurtured a strong group culture from the bottom up devoted to the Customer Experience leading to a 98% customer satisfaction rate.

Implemented project manager/supervisory positions to monitor and maintain group standards, reporting to me and providing assigned deliverables in their areas of expertise.

Developed operational practices using economy of scale methodology for overlapping roles, functionality, and maintaining effective preparedness and resulting in reduced staff requirements and increased work capacity.

Identified and presented the case for and led the development of the First ACH CORE project - delivering a new, high impact, and revolutionary payment processing interface. Managed from inception to alpha in 6 months.

Chase Paymentech, Inc. T/A Merchant Link, LLC May 1997 – January 2007

Held progressively responsible positions within the organization as follows:

Training Specialist II March 2003 – January 2007

Managed and coordinated all Learning & Development efforts for the organization. Designed, developed, and conducted specialized training programs addressing quality, departmental, and employee-identified needs. Evaluated customer needs, providing proposed plans for meeting these needs. Authored all required documentation. Conducted training programs and coordinated learning needs for all levels and departments. Developed and maintained company knowledge, including providing for and managing the intranet and knowledge base. Prepared and distributed all training material. Provided company-wide internal consults promoting and managing projects to improve and maintain quality assurance.

Designed and implemented a revised and focused training curriculum leading to a 39% completion improvement.

Introduced enhanced training culture, methodology, and quality agenda improving service quality by 15%, year 1.

Identified need and spearheaded team successfully developing the first company intranet and knowledge base.

Call Center Database Administrator March 2001 – March 2003

Project-based role created to develop a comprehensive data and statistics system for Merchant Link. Acted as internal consultant promoting and managing projects to improve and maintain quality assurance for the service delivery group and other cross-functional teams. Created, maintained and distributed highly relevant service delivery data and reports directly to the CEO for use in remodeling the organization. Coordinated and delivered training and coaching efforts for improving call center performance.

Designed full data and statistics system and reports package leading to developing a first class call center.

Produced immediate 3.5% drop in and an annual average of 0.46%. Reduced ticket backlog by 33%.

Manager of Technical Support November 1999 – May 2001

Supervised a staff of 30 - 40 Technical Support Specialists and Shift Supervisors providing 24X7 technical support to Merchant Link customers processing, authorizing, and settling their credit card transactions. Direct all day-to-day operations of the group, responsible for maintain and improving upon standard service level expectations. Created and delivered group Operational Guidelines and enhanced service delivery practices reducing staff by 33% while improving abandons by 5%. Served as escalation Technical Support Specialist I & II from 05/97 – 11/99.

MILITARY EXPERIENCE & EDUCATION

United States Marine Corps Reserves August 1987 – July 1990

Certified Communication Center Operator, Awarded E-3 rank in Boot Camp, Field Radio Operator/Forward Air Control, Promoted Lance Corporal, Awarded Company High Shooter.

University of Maryland, College Park September 1995 – May 1997

Double Major, History & Anthropology

University of New Orleans September 1991 – December 1993

Completed coursework in core classes

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