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Customer Service Manager

Howell, New Jersey, United States
January 04, 2017

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Richard J. Giambalvo

* ******** *****, ******, ** 07731 732-***-****


Pomeroy Solutions Jersey City, NJ January 2016 - Present

Pomeroy is a leading provider of comprehensive IT infrastructure services with over thirty years’ experience optimizing infrastructures in three key areas – End User, Network and Data Center Services. Client is Port Authority of NY and NJ

Project Manager

Develop Project plan, heat map and refine scope for the ICS Asset Management Project.

Develop plan and discovery of all Industrial Control Systems throughout the Agency and create methodology to update ALLOY on a consistent basis over a private network, if cyber security measures can be maintained.

Develop and manage staff of four technicians and one analyst.

Project Coordinator January 2016 – August 2016

Develop plans for the deployment of MS Office 2016 across the entire Port Authority Agency of NY and NJ, some 5300 computers.

Employ the use of ALLOY Tool to locate the various computers at the Port Authority offices and develop inventory list to be vetted by the IT Coordinators at each location.

Develop a roll-out plan for each night and establish a schedule for the on-site support the following morning.

Chart all issues that arise as a result of the migration identifying common trends and issues and escalate unusual issues to Microsoft.

Interface with the field team for issue reporting, tracking, knowledge base development and repair times.

Maintain project plan and schedule to be reviewed on a weekly basis with CTO.

ICF International, Inc. Newark, NJ June 2014 – December 2015

Fairfax-based professional services company with 80% of its contracts in the public sector (Federal & State government) and 20% in the private commercial sector.

Staff Associate

Hands-on development, communication and training of best practices for the State of New Jersey, Department of Community Affairs, Sandy Recovery Division.

Created and tracked monthly kickback report for applicant claims that contained processing errors, and recommended corrective action and training for nine (9) housing recovery centers throughout New Jersey.

Developed reports utilizing SIROMS data to track claims through various program steps which eliminated/reduced aging and delays

Maintained compliance with Federal and State regulations.

Ensured ReNewJerseyStronger (RNJS) program ran efficiently by monitoring staff performance and used key metrics to determine success rate.

Managed program contracts including lease agreements, facilities management, office services, shredding, etc.

Contributed to developing and communicating different phases of the RNJS program.

Reviewed and approved/rejected staff expense reports, and subcontractor invoices for payment.

eLoyalty Chicago, IL September 1999 – June 2014

Chicago-based management consulting company primarily focusing on CRM implementation and integrations worldwide providing transformational solutions and allowing clients to revolutionize customer service.

Program Manager (1999-2002) Independent Contractor (2002-2014)

Developed technology plan to spin-off Agilent Technologies, Inc., from Hewlett Packard and forming as a separate unit.

Maintained and integrated work plan for eight tracks involved solution development, testing, integration and deployment.

Modified and installed a CRM system utilized by approximately 4,100 field offices worldwide with the ability to communicate in the local foreign language.

Created and maintained SOWs, budget forecast revisions, expense and capital schedules.

Responsible for change management, PMO meetings, work plan and change order status.

Managed document version control, client invoice reconciliation and proper allocation of billable hours and expenses.

Managed project for Waste Management Corporation consolidating space, combining call centers and reducing overall cost, while improving response time and universal messaging.

Bluestone Software Mt. Laurel, NJ April 1997 – September 1999

A leading software provider developing WEB design software and training for corporate developers to create WEB applications and e-business platforms.

Manager, Software Support

Developed requirements and specifications for the installation of the Clarity Call Center System and managed the installation, testing and training.

Managed team of Field Service Technicians and reduced response rate time by 25% and generated reports tracking initial calls, repeat calls, common problems, individual productivity and delineating issues for escalation.

Increased customer satisfaction 18% in first year and realized 27% increase in revenue.

AT&T Wireless Basking Ridge, NJ March 1996 – April 1997

Wireless carrier providing service and capabilities worldwide serving 120.6 million customers.

System & Network Engineering Manager

Developed key metrics for network and switch capacities which reduced equipment purchases by 20%.

Implemented methodology for “just in time” ordering to meet capacity demands and reduced facility costs by 12% annually and profitability improvement of 18%.

Managed 6 switching centers with a Manager and 4-6 Techs in each center, responsible for 24 x 365 system availability 99% uptime.

Booz Allen Washington, DC January 1993 – March 1996

A leading provider of management and technology consulting services to the US government, commercial and international government agencies.

Telecom Consultant

Managed the upgrade process to replace Motorola Switches to Auto-Plex 2000 Digital Cellular including ATT 5ESS ECP and Software Translations.

Successfully replaced and installed equipment in four data centers and over 300 cell sites while network was live and carrying traffic.


Kaplan University BA Business 2011

New York University BSEE 1969

United States Marine Corps 1962 – 1965, Rank: Sargent E-5

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