Project/Program Manager

Mario Alessandrini

N**** Bass Lake Rd. Iron Mountain, MI 49801 906-***-**** *******@*****.*** www.linkedin.com/in/drini Summary

Experienced Technical Program Manager with excellent leadership and communication skills and a history of creating long- term customer relationships. Collaborative leadership style with comprehensive experience in cross functional project management, field service requests, financial management and budgeting, scheduling, and risk management. Experience in leading distributed cross-functional technology teams delivering consistent results that exceed customer expectations. Proven track record in managing complex cross functional distributed organizations of technical professionals delivering results on-time, on budget. Responsible for all facets of the customer experience including; level of effort scoping, risk management, resource management on-boarding.

10 years of experience in Cross Functional IT Program and Service Management

Highly effective in working in distributed working environments

Proficient in IT Service Delivery Platforms and Processes

Deliver on-time, on-budget, IT outcomes resulting in customer and organization loyalty

Focused on deliver the Total Customer Experience Education

Northern Michigan University - Marquette, MI May 2006 Bachelor of Science in Business Computer Information Systems, Networking Experience

DiverseNet Inc, Indianapolis, IN (Remote)

Field Services Director December 2016 – November 2019

Managed client service requests/projects including quoting, scheduling, field engineer/client billing, resolving issues, and providing solutions.

Collaborated with clients to identify and define scope and requirements

Created SOWs and templates for projects and break/fix requests

Analyzed and tracked project expenses, margin, progress, and resource allocation

Ensured projects were completed on time and within budget

Established long-term and lasting customer relationships

Responsibilities included:

o Primary customer interface including day to day management o Provide field leadership with service/project solutioning and quoting o Coordination and sourcing of field service engineers o Customer milestone and billing management

o Production service management and support

Project/Dispatch Manager January 2013 – December 2016

Helped build the business from 2 employees to over 12

Developed and updated company processes utilized by company employees

Supported projects with budgets ranging from $50k to $3 million

Supported Field Engineers to make sure work was completed fully and to customers expectations

Focused on several positions within the company

o Client management

o Sales - Involving service/project quotes and solutions o Coordination of field service engineers which included staffing, billing, service/project overview, and support o Service and team management

o Client and Field Engineer billing

Recruitment of Field Engineers nationwide and Canada

Worked on several types of projects and service requests: o DSL troubleshoots/extensions, Cat5/6 cabling, Telco, Hosted PBXs, VoIP, Satellite and Cable TV, Self-service kiosks (large and small), digital signage, APs, New store installs, POSs, Time clocks, PC and Printer installs, CCTV, T1 troubleshoots/extensions, electrical, and more Onsite Technology Services, Minneapolis, MN (Remote) Field Services Coordinator September 2011 – November 2012

Staffed qualified technicians and electricians for depot and projects

Coordinated service/project calls for various companies

Coordinated projects and managed 20+ IT technicians per day

Negotiated pay with technicians to meet margin targets

Managed overall scheduled and deliverables

Notable Accounts: Staple's, Best Buy, Bed Bath & Beyond, Dick's Sporting Goods Hardsoft Technology Center, Houston, TX (Remote)

Field Services Coordinator/Platform Director November 2010 – August 2011

Director in the development of Hardsoft’s Web-based Tech Panel, Admin Panel, and Work Order management. o Directed and designed the web-based portal with the developers o Worked on testing to report any bugs

Managed field service request and coordinated on-site technicians. o Staffing and Scheduling Field Engineers for service requests for our clients o Provided support with Field Engineers in the field o Provided detailed resolutions of the jobs completed to the client Self Employed, Iron Mountain, MI/Lansing, MI

IT Field Engineer November 2008 – November 2010

Custom built PCs to customer specifications

Configured wireless network issues, security, and remote sharing

Installation and configuration of LAN/Wireless printers

Formatted, configured, and troubleshot PCs (software and hardware)

Data/Voice cabling

Wall mount TV installations

Website Design

Retail Deployment Solutions, Sturgeon Bay, WI

IT Field Services Coordinator May 2008 – November 2008

Managed projects from 50 to 500 locations, developed scope of work, schedules, pricing, assigned field engineers to deliver, and delivered margin goals.

Managed Field Engineer’s pay, scheduling, work orders, deliverables, issues, and closeouts.

Staffed qualified Field Engineers for nationwide depot and projects - 10 site to 800 site projects.

Managed 20+ IT engineers per day

Coordinated service/project work orders for various companies nationwide

In-house IT technician – involved in setting up PCs, email clients, troubleshooting and working with web developer for improvements to the business website.

Teksource, Sister Bay, WI

IT Project Coordinator January 2007 – May 2008

Managed several projects including a Rite Aid 1500 site project o Negotiated, Staffed, Scheduled Field Engineers

o Collaborated with Project Manager to identify and define scope, requirements, and objectives along with margin goals

o Reviewed and confirmed deliverables

o Maintained margin and provided Project Manager daily updates and reports

Dispatched break/fix services requests from clients

Notable Accounts: Rite Aid, Disney Stores, The Sports Authority, Crate and Barrel

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