Information Technology Customer Service
Resume:
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DAN DIPIETRO
Pleasantville, New York 10570
***.********@*****.***
www.linkedin.com/in/dipietro1
S U M M A R Y
An innovative and exceptionally talented INFORMATION TECHNOLOGY EXECUTIVE with comprehensive expertise in delivery of contractual commitments, program and process improvements, project management, operations, vendor relations, incident & problem management, service level governance, and change leadership. Demonstrated success solving diverse technical and business problems. Excels at defining and deploying systems that implement operational strategies, align organizational goals with technology investments, and enhance customer service. Proven aptitude for integrating programs, unifying processes, and introducing best practices to optimize efficiency.
• Program Management
• Cross Functional Team Building
• Project Portfolio Management
• Continual Process Improvement
• Customer Relationship Management (CRM)
• Contract Negotiation
• IT & Business Transformation
• Vendor Management
• Strategic Planning / Development
• Account Management
• Resource Planning
• Product Development & Delivery
• Change Management
• Data Governance/Reporting
E X P E R I E N C E
INSIGHT ENTERPRISES, INC. New York, NY
Senior Client Services Executive, 2021- Present
Serving as the Single Point of Management for one of Insight’s largest clients (+$15M revenue/yr.), earning the role of a valued and trusted advisor. Responsible for the overall health and renewability of this enterprise account while focusing on client satisfaction, growth, and profitability
• Strategic account planning, and overseeing of monthly performance reviews and quarterly business reviews
• Lead successful multi-year renewal
• Works with Solution Manager on pre-sales solution opportunities
• Primary interface between Client and our Service Delivery
• Works with BU Points of Contact to coordinate and manage escalation/issue resolution efforts
• Ensures Sales & Delivery leaders are informed of critical escalation issues via established Governance Process COMPUCOM SYSTEMS, INC., New York, NY
Program Director, 2017- 2021
Single Point of Management for multiple large enterprise clients, earning the role of a valued and trusted advisor. Responsible for the overall health and renewability of enterprise accounts while focusing on client satisfaction, growth, and profitability
• Primary interface between Clients and our Service Delivery
• Oversaw of monthly performance reviews and quarterly business reviews
• Ensured business units are in sync with client by providing timely and accurate information regarding contract requirements and changes or other items that are likely to impact volumes.
• Lead renewals, responses to RFI, RFP and unsolicited bids to client
• Coordinated and managed issue resolution efforts in partnership with business units Dan DiPietro, Page 2
WW (WEIGHT WATCHERS) INTERNATIONAL, INC., New York, NY Sr. Director, Retail & Dotcom Technical Support/ Vendor Management, 2012-2017 Administered strategic direction and tactical delivery of multinational technical enablement solutions and support to internal business partners, including corporate, retail, healthcare, and B2B clients. Led ownership and governance of multiple vendor relationships encompassing service desk, procurement, depot, asset management, and ITSM outsourcing.
• Managed $10M operating budget with year over year 12% reduction in operating expenses.
• Directed continuous improvement efforts through metrics reporting and trending analysis resulting in downward trend of service desk call volumes.
• Introduced service desk modernizations, including chat and self-service portal offerings, improving customer relations.
• Achieved significant improvement in customer satisfaction ratings to record-high 94% satisfaction level due to multiple operational efficiencies and technological improvements.
• Served as key stakeholder in establishing strategy for building critical IT deliverables in healthcare client segment. STAPLES INC., Framingham, MA
Senior Manager, Personal Productivity and Global IS Standards, 2008-2012 Managed enterprise mobile device solutions and PC hardware/software standards and support for all North America corporate associates, consisting of over 25,000 clients. Maintained relationships with key business partners and managed multiple vendor relations. Supervised local and remote staff of 15 technical analysts, two managers, and multiple on-site vendors.
• Completed global RFP and oversaw signing of three-year, multi-vendor PC hardware deal capturing cost savings of $4.3M.
• Integrated third-level PC support teams, processes, and policies upon 2008 acquisition of Corporate Express, Inc.
• Supported outsourcing of second level IT support team to offshore vendor, leading to decrease in third level break-fix support incidents and significantly driving down IT operating costs.
• Implemented Microsoft Altiris, Office 2007, Symantec Antivirus, and PGP encryption to all clients under budget and ahead of deadlines.
• Collaborated with vendors, finance, project management, and associate development. IS Manager, IS Technical Support Center, 2002-2008 Provided 24x7x365 technical support for 18,000 internal associates, leveraging Remedy Service Management. Managed staff of 25 call center associates and three managers. Provided computer, network, telephony, and Internet services to US associates and global partners.
• Developed strategies to enhance support across all regions to increase customer satisfaction, resulting in satisfaction ratings improving by 39% through survey measures.
• Created process to enable root cause analysis for incoming support issues, leading to development of strategies to reduce support issues and accelerate continuous improvement.
• Established continuous improvement programs with managers to enhance customer service through responsiveness and training.
A D D I T I O N A L E X P E R I E N C E
RAZORFISH, INC., Cambridge, MA, IS Manager, Corporate Technology Services, 1998-2001. Ensured timely resolution of all customer’s technical requests consistent with customer expectations. Managed staff of nine technicians and two supervisors. Developed new customer service processes to build customer satisfaction, reducing open issues by 50%. Maintained vendor relations for inventory purchasing and oversaw staff development. Served as interim IT director responsible for managing global IT projects, delivering regular global IT updates to executive leadership team. SOUTHWESTERN BELL/CELLULAR ONE, Waltham, MA, Sr. Account Manager, 1992-1997. Oversaw on-site operations, sales, and governance of company’s largest authorized reseller agent in Boston area (Direct Cell, South Boston). Managed staff of 42 sales agents and ten administrative personnel with focus on sales, commissions, and customer retention. Dan DiPietro, Page 3
E D U C A T I O N
MERRIMACK COLLEGE, North Andover, Massachusetts
B.S., Business Administration
C E R T I F I C A T I O N S
ITIL Foundation v3 Certification
Certificate, IT Project Management, George Washington University P R O F E S S I O N A L D E V E L O P M E N T
Network Certification Program, Boston University
Staples Modern Leader Development Program I and II, Boston College Staples Management Certification Program, Staples University A F F I L I A T I O N S
IT Service Management Forum (ITSMF) USA Member, Manhattan Chapter Help Desk Institute (HDI) Member, New England, and Manhattan Chapters Toastmasters International, Club #3555
T E C H N I C A L S K I L L S
Operating System Platforms:
Microsoft Windows Server 2019/16/12, Exchange Server 2019/16/13, Microsoft Windows 10/8/7/XP, Mac OS X (10.5 to 10.15), Google Chrome OS
Cloud Services:
Google Cloud, Microsoft 365, Amazon Web Services, Salesforce.com, IBM Cloud Services, Citrix Cloud Customer relationship Management (CRM):
Salesforce, SAP, Microsoft Dynamics
ITSM Applications:
BMC Remedy, ServiceNow, CA Service Desk Manager, HP Service Desk, ManageEngine, AD SelfService Plus, FrontRange Heat, Jira, Confluence
Data Analytics:
Microsoft Power BI, Microsoft Tableau, Splunk Enterprise, Microsoft Excel, Salesforce.com PC Software:
Microsoft Office Suites (M365/O365/2016/2013/), MS Lynch, Yammer, Project, Visio, SharePoint, SCCM, Google Workspace, Slack
Mac Software:
MS Office 2008/2011/2016 for Mac, JAMF Casper Suite, Adobe Creative Suite VPN Software:
Cisco Systems VPN Client, F5 FirePass, RSA SecureID, Check Point VPN-1, Juniper NetScreen Virus/Security Applications:
Trend Micro OfficeScan, Symantec EndPoint Protection, McAfee EndPoint Protection, FireEye End Point Security, Splunk Cloud, IBM Tivoli, SailPoint (identity management)
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