Information Technology and Customer Success Professional, Implementati

Frank A. DePrisco

Information Technology Professional

adwhk8@r.postjobfree.com • 727-***-****

www.linkedin.com/in/frankdeprisco • Clearwater, FL

Summary

Driven customer experience executive with experience guiding teams and executing innovative strategies, best practice policies, and solutions that improve products and generate customer satisfaction. I possess a comprehensive background in information technologies, information security, business and security operations, product life cycles, customer service, finance, and accounting. Proven ability to forge relationships with new and existing customers and utilize comprehensive expertise to provide consulting services for companies across a broad range of industries. Proficient in several technical applications, including Linux, Oracle, Databases, and SaaS software. Excellent written and oral communication skills, as well as time management and organizational skills.

Areas of Expertise

User Experience Business Development

Customer Satisfaction Team Management

Customer Service SaaS Software

Project Management Data Security/Classification

Process Improvement Written and Verbal Communication

Team Development Information Security Policies and Procedures

Relationship Management Consulting

Finance and Accounting SQL

Information Security Solutions Oriented

Product Marketing Security Frameworks and controls

DR/BC Problem Solver

POC/RFP Account Management

Professional Experience

ConnectWise, LLC, Tampa, FL Nov. 2022 – Apr 2023

Sr. Product Marketing Manager, Cybersecurity

The Product Marketing Manager, Cybersecurity role is responsible for conceiving, developing, and maintaining innovative integrated go-to-market strategies for our Cybersecurity products that drive demand.

ConnectWise, LLC, Tampa, FL Nov. 2021 – Nov. 2022

Director, IT Nation Secure

The Director, IT Nation Secure is obsessed with the customer experience, believes in delivering remarkable support, and is a true leader. Responsible for ensuring that departmental security goals are met; services are provided in an efficient and effective manner; ensuring that staff utilizes appropriate procedures and practices; and ensuring optimal utilization of personnel and other resources.

Responsible for managing the creation and delivery of

Cybersecurity Education (Certify) 12-month education program focusing on a different topic ever month with 3 tracts, vCISO, SecOps, Sales

MSP+ Cybersecurity Framework and Playbooks – based on the NIST CSF but created for SMBs

ITN SECURE Conference premiere cybersecurity conference providing cybersecurity thought leadership for MSPs

ConnectWise Partner Program for Cybersecurity. – create Action Plans and recommend remediation recommendations based on their vulnerability scans.

ConnectWise, LLC, Tampa, FL Nov. 2018 – 2021

Director of Customer Success

Direct daily customer success operations for ConnectWise Identify, a security assessment SaaS application.

Increased the customer retention rate to 88% by leveraging new and existing tools to streamline the onboarding process and product and best practice training policies to improve the overall customer experience.

Improved the overall customer experience by collaborating with cross-functional teams to design best practice policies that lead to greater satisfaction.

Sienna Group, LLC, Tampa, FL Jan 2016 – 2018

Vice President of Customer Success

Oversaw the development and launch of several cybersecurity and data security systems, including the Information Security Program and Risk Assessment Tools (RATS), a SaaS application. Monitored data security systems to ensure user-friendly applications and collaborated with customers on selecting optimal security controls to assure SOC 2 compliance.

Consultant

oConsulted as a vCISO for a company to maintain their SOC 2 Type 2 AICPA certification and CJIS attestation.

oResponsible for

Quarterly Governance and Risk meetings

Maintained the Risk Register and assigned owners and due dates to each recorded

Reported findings back to the board.

Consulted as a Data Protection Officer (DPO) for a global marketing company.

Led the implementation of the Defense Information Systems Agency (DISA) Security Implementation Technical Guides (STIGs) for a tax preparation software company.

Approved Change Control and System Configuration changes

oPerformed 2-week on-site Risk Assessments for Hospital Systems, providing status on controls and recommendations.

FairWarning Inc., Clearwater, FL 2009 – OCT 2015

Vice President of Global Customer Operations

Responsible for all post-sales activities, including customer success, support, implementations, renewals, upsells, training, and information security for a global healthcare company with over 300 healthcare customers worldwide. Facilitated the development and launch of customer-focused software designed to safeguard sensitive and confidential personal information. Guided teams to execute onboarding and implementation processes, end-user training, product development procedures, and customer experience strategies.

Began as an Implementation Manager and the 10th employee of this startup software company and recruited, coached, and supervised a team of over 40 personnel who serviced customers across the globe.

Pioneered a customer training program to provide hands-on product education and instruction for customers.

Assessed product development and user issues to cultivate best practice solutions in collaboration with executives and key stakeholders.

Developed a Team of Customer Success Managers to grow customer satisfaction and increase retention.

Provided pre-sales support to the sales team and created How-To Documentation to share with prospects to prepare them for onboarding once they purchased the software.

Built user/peer groups in Salesforce to share best practices and tips and tricks for using the software more efficiently.

Managed the IT Security department and completed a SOC 2 Type2 AICPA certified assessments.

Utilized excellent organizational skills to execute over 50 simultaneous large Healthcare systems software SaaS implementations.

Salesforce Administrator

Special Data Processing Corp Feb 2003-May 2009

Dir. Of Business Services and Information Technology

Responsibilities:

• Provided strategic direction for the protection of the organization’s information assets as the Information Security Officer

• Payment Card Industry (PCI) Data Compliance. Managed the effort to validate compliance with the data security regulations of the credit card associations. This process included the completion of compliance validation assessments and network vulnerability scans.

• Migrated/Developed systems to Oracle 10g OLTP and OLAP model versus current OLTP only model

• Contributed to the Strategic and “Business As Usual” committees to prioritize IT projects and resources

• Led the Rapid Application Development team using Oracle 10g and J2EE applications

• Worked with vendors in developing RFI’s and RFP’s to evaluate, test, purchase and implement software packages

• Developed JRD’s to outline the requirements based on the initial project scope documents and white papers

• Managed a staff of up to 20 in the development, implementation and launch of new programs and applications built with PL/SQL, Oracle Forms, J2EE and Unix

• Trained department users on new system installations/implementations and software packages

• Supervised marketing partner projects from requirements gathering, program development and project startup

• Responsible for Customer/Partner data validation, security and transmission

• Monitored and evaluated production system processes using reporting metrics and business analysis

Additional Experience

Consultant, Arthur Anderson, Tampa, FL 2003-2005 at Special Data Processing Corp.

Software Developer, Eckerd Corporation/IBM, Clearwater, FL 2001-2003

Education

Bachelor of Science in Business Administration and Management Information Systems

University of West Florida, Pensacola, FL Summa Cum Laude

Awards and Honors

Lessons Learned: Implementing a System-Wide Access Monitoring Program, Speaker, HCCA Compliance Institute, San Diego, CA 2014

Outstanding Undergraduate Student, University of West Florida College of Business

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