Daniel M. Saccavino

***** ********* *****

Wesley Chapel, FL 33544

Cell 813-***-****

c835v9@r.postjobfree.com

ESTABLISHED LEADER with 20+ years of experience in provisioning technology and service solutions for clients in both the Fortune 100 corporate and medium-sized business environments. Crafted a track record of success in dedicated teamwork, commitment to customer satisfaction and continuous improvement with each progressively higher position. Leads from the front while clearing a path for open communication and mentoring the young while listening to the wise.

COMMITMENT TO CUSTOMER SATISFACTION – I CREATED A MORE POSITIVE CUSTOMER EXPERIENCE BY INTRODUCING CREATIVE AND ADAPTIVE IMPROVEMENTS TO CATALINA MARKETING’S CUSTOMER SUPPORT STRUCTURE, RESULTING IN A 28% INCREASE IN SERVICE RESPONSE AND QUALITY WHILE PROVING A REDUCTION IN COST BY 22%.

DEDICATED TEAMWORK – I INFUSED INTO THE CATALINA MARKING CUSTOMER SUPPORT TEAMS A POWERFUL ESPRIT DE CORPS USING A UNIQUE STYLE OF CROSS-GENERATIONAL LEADERSHIP AND PRODUCTIVITY-BASED REWARD SYSTEMS. THESE TEAMS HAVE RECENTLY BEEN ACKNOWLEDGED COMPANY-WIDE FOR THEIR DEDICATION AND SUCCESS WITH OUR 24,000 CLIENTS.

CONTINUOUS IMPROVEMENT - I DESIGNED AND IMPLEMENTED DESKTOP SUPPORT & HELPDESK TEAMS TO ANSWER THE TECHNOLOGY SUPPORT AND TRAINING NEEDS OF 1350+ GUNNALLEN FINANCIAL MEMBERS WITHIN THE CORPORATE HEADQUARTERS AND REGIONAL OFFICES ACROSS 38 STATES.

Soft Skills

Strong communication, collaboration, process analysis & improvement, project management (Six Sigma methodology), team building, coaching for improvement, mentoring & training skills

Technical Skills

Software

DOS, All versions of MS Windows (high level of proficiency) , Microsoft applications (Excel, Word, PowerPoint, Project, Visio, Outlook) Internet Explorer 5.0-8.0, Firefox, McAfee and Norton anti-virus utilities, Cisco Wireless products, Blackberry devices, AT&T NetClient, NetMeeting, MS Active Directory administrative tools, TCP/IP configuration, Lotus CC:Mail & Notes, Adobe Acrobat, Visual Basic, Rumba and Attachmate 3270

Hardware

Compaq, IBM, HP, Toshiba and Dell desktops and laptops, HP and Epson printers and peripherals, graphics cards, PCI/PCMCIA/AGP cards, Ethernet & token-ring adapters, Wireless adapters/routers/USB devices, Blackberry/Palm devices, KVM switches, modems, scanners, hubs and FiOS, DSL & Broadband technologies.

Professional History

Catalina Marketing Corporation, Nov 2007 – Current Corporate HQ - St Petersburg, FL

National Call Support Center Manager

Leadership/Managerial Functions

• Trained and managed 40+ resources to assess and understand dynamically changing daily priorities

• Created and edited 100+ processes and procedures to properly prioritize and resolve new incoming daily requests from 24,000 clients nationally

• Successfully interviewed, trained and managed an outsourcing company for a departmental transition to an offshore location.

• Created a weekly productivity rating scorecard to assess and acknowledge individual and team contributions for the purposes of productivity, recognition and coaching for improvement

• Designed an executive-level daily analysis summary of team productivity for senior executives

• Hired and managed a 24 person team of local employees and temporary consultants

• Designed and implemented a new production support structure for Walgreens utilizing two full Helpdesk teams and their third-level support groups

• Managed departmental budget and overtime/resource costs

• Supported rollout of software and firmware updates to all workstations in our national locations

• Worked closely with Human Resources to best manage multiple vendor relationships including hiring, contract and price negotiations

• Quarterly presentations to high-level executives and management

• Represented Catalina Marketing at career and job fairs in St Petersburg

Project Management Functions

• Created and refined a tailored service delivery model for 7,000 Walgreens stores including a managed national service onsite support vendors and two managed supply network vendors.

• Created and delivered an easy-to-use Knowledgebase accessed daily by more than 70 support technicians and managers in the Customer Product Services (CPS) department.

• Designed and successfully implemented a new hire training program, resulting in a reduction in training time from six weeks to two weeks

• Drove (as a key stakeholder) a massive project to identify and engage an offshore solution for the overflow of incoming client and consumer requests during regular and off-hours

• Analyzed and identified multiple processes, network resources and FTEs for offshore functionality

GunnAllen Financial/The Revere Group, Jan 2005 – Sep 2007 Corporate HQ - Tampa, FL

GAF Information Technology Manager – A Revere Group employee working at GunnAllen Financial as part of a multi-year contracted outsourcing project.

Leadership/Managerial Functions

• Hired and managed temporary consultants and other external entities and service groups on loan or on temporary assignment for the group.

• Represented the CIO at high-level discussions and meetings with Executive staff members.

• Hired, trained and mentored a team of people comprising two Helpdesks and a team of desktop techs.

• Revamped an antiquated inventory and asset tracking system to curb costs both in time and effort while improving accuracy and timeliness of order and invoice processing.

• Supervised the daily support of 325 internal and 1,000+ external customers with Windows XP networked workstations, printers and other peripherals including Blackberry and HP devices.

• Analyzed, defined and implemented a multi-tier service level agreement (SLA) plan after gaining acceptance from the Executive Committee.

• Assisted in the performance of audits and data collection analysis by the NASD inspection teams.

Client Relationship Management Functions

• Established baseline criteria for client communications, issue resolution and a feedback mechanism for various departments and executive offices.

• Fostered a healthier and synergistic environment for departmental managers and the various elements of the Information Technology teams through team-building exercises and an open door policy.

• Increased clients’ level of confidence in IT by enforcing the timely delivery of projects.

GE/Pfizer Pharmaceuticals, 1995 – 2005 Corporate Headquarters - New York, NY

GE Technical Team Lead – GE Employee at Pfizer Pharmaceuticals - 2/03 to 1/2005

Senior Technician/Manager Desktop Team - contractor at Pfizer Pharmaceuticals - 10/95 to 02/03

Desktop Team Managerial Functions

• Interviewed, hired, managed, trained and mentored a team of nine desktop support specialists including a trouble-ticket queue coordinator.

• Supervised the daily support of same 1,400 clients across ten divisions of Corporate Finance with Windows NT, Windows 2000 and Windows XP networked workstations, printers and other peripherals including Blackberry, Palm Pilot and HP devices.

• Increased the functional service level agreement (SLA) performance of the team from 84% to 96% (on average) across all supported divisions.

• Led the creation and implementation of a centralized second-level desktop support structure which decreased average workstation downtime by more than 40% and increased client productivity for over 1400 workstations.

 Conducted and reported Helpdesk ticket trend analysis to allow for early detection of widespread problems including outages and virus outbreaks.

Managed Desktops – Design, Rollout and Support

 Key participation in the design and implementation of two generations of managed desktops within both the Novell and Microsoft AD environments.

 Participated in the QA testing of 400+ applications and several versions of operating systems and patches

 Worked with other network engineers to provide the best solution given the OS and application constraints of that time.

 Improved IT’s visibility to clients by meeting with business unit representatives (BURs) monthly and assessing their needs. Worked with IT management to identify and improve upon ineffective or imperfect processes.

Active Directory Migration of Pfizer Global Pharmaceutical and Corporate Finance divisions

 Lead a four-man project team in a 15,000 user account migration from NT4 to Active Directory.

 Devised and provided management with a complete logistics plan for the notification, implementation, tracking and follow-up of all 15,000 migrated users and accounts.

 Created content and administered several Documentum eRooms for both the technical and client communities.

 Worked with a third-level ADEWP (Active Directory, Exchange & Windows Project) team of technicians to identify, rectify and monitor known bugs (i.e. Win 2k lost profiles).

 Served as 3rd level support for fifteen lead technicians and tasked with resolving all technical issues experienced on a daily basis.

 Eight month project plan was completed on time (Apr-Nov 2004) with a 98.7% success rate on converted IDs and workstations.

JP Morgan - 1993 to 1995 Corporate Headquarters - New York, NY

Project Leader/Senior Network Administrator - Officer of the Bank

 Responsible for the daily support of 800 networked clients, workstations and peripherals in the various Corporate Finance divisions.

 Managed four full-time consultants (programmers and support personnel) while coordinating network and topology resources to resolve issues quickly.

Dean Witter - 1990 to 1993 World Trade Center - New York, NY

Desktop Support Analyst

 Responsible for the support of over 1200 clients and workstations across three trading floors and four divisions within the World Trade Center.

Education

• Bachelor of Science, Computer Science, Iona College, New Rochelle, NY

Training

• Six Sigma

• MS Office

• Aldus PageMaker

• WordPerfect

• Peregrine & Infra

References furnished upon request

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