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Field Operations Supervisor

Logistics, Shipping & Operations

• Training  census leaders on reporting initiatives through onsite training classes and conference calls
• Monitoring production reports and taking corrective action when needed
• Assuring all census leaders and census takers are performing to the established standards of the Census Bureau.

Mandates:
Assess current environment and recommend Agency improvements including outsourcing options

Complete a process improvement program for Deskside Support & Assistant IT Administrator

Put together security initiatives through purchase of security monitoring program and develop NOC monitoring procedures

• Engaged in developing, enhancing, administering and maintaining Agency-wide network, operating system, data and voice administration and computer operations support that provides an efficient, reliable and robust infrastructure for business operations and sharing of information and applications across the organization including Trapeze, Tyler and Avail.
• Planned, organized and evaluated the work of assigned staff, contractors and consultants
• Planned and evaluated the performance of assigned staff; established performance requirements and personal development targets
• Provided leadership and works with staff to develop and maintain a high performance, customer service-oriented work environment that supports achieving the Agency's mission, strategic goals and core values.
• Managed, integrated, oversaw and participates in the design, development, installation, maintenance and support of an effective, reliable operating infrastructure to promote the sharing of information and operations; develops technology policies, procedures, goals and objectives consistent with the Agency's strategic plan.
• Served as project leader and manages upgrades and conversions; developed and recommended disaster recovery and business continuity plans.

IT Administrator

Mandates:
Put together a support services team and develop specific goals as well as Service Level Agreements for each of the customer accounts.

Mentor, motivate and inspire team to deliver the finest world class support.

• Provided World Class Customer service in the day-to-day operations of a talented and dynamic support team.
• Empowered my team to deliver world class support and services to a rapidly growing global client base.
• Identified process improvement opportunities and implementing top down initiatives using ITIL methodologies to increase team productivity, removing hurdles, and driving success.
• Trained new Employees on various customer service initiatives and retrained existing employees on customer specific software and procedures.
• Supported a large and growing team with excellent time management and superb communication skills needed to facilitate team advancement.

Information Technology Service Delivery Manager

Mandates:
Identify customer business needs and deliver practical solutions expediently by partnering with key members and vendor participation.

Motivate team to resolve issues to solutions and set workable goals to meet or exceed customer expectations.

• Coordinated Project Management activities, resources and information for the Business Intelligence Organization
• Served as liaison between business community and IT organization to provide technical solutions for business needs.
• Created and Maintained Sharepoint Team Sites as well as AWS and Sage 100 administration for application requests.
• Maintained 100% project completion deadlines and project schedules
• Managed and maintained IT relationships with customers in multiple business functions.
• Employed broad, widely applicable technical, analytical and business skills utilizing ITIL foundations in a variety of roles within IT.
• Provided deep functional consulting to business by identifying business needs and translating them into IT solutions.
• Successfully managed various software migration implementations and integrations from Hillshire Brands to Tyson's core Product Lifecycle Management (PLM) systems as well as our WMOS Warehouse Management system..
• Supervised a team of 5 Employees and 3 Consultants troubleshooting a variety of PLM systems such as DevEX, PDM and Accolade and maintained over 95% customer satisfaction.
• Partnered with Support Services area to implement new process support standards.
• Provided technology expertise, consulting and IT project/application management services to the Marketing, Innovation and regulatory functions becoming the linking pin between the Innovation Business Process Owner community and a partially outsourced delivery structure.
• Ensure that all technical solutions fit the organizations overall technology strategy and ERP roadmap and represent the appropriate balance between capabilities and operational efficiency.

Senior IT Process Manager

(Interim role to help keep operations top notch as the core functions moved from the United States to the UK)

• Ensured high level of ongoing customer satisfaction with Original Software products by developing IT service support management standards.
• Successfully managed large scale business implementations for Lands' End and Nokia using both Agile and Waterfall project methodologies.
• Day to day management of Helpdesk and Solution Consultants to establish SLA's resulting in a 70% reduction of open tickets year to year.

Customer Support Manager, Americas (Temp)

• Successful migration of new Content Management system, while enacting support procedures around both existing and new systems.
• Developed and supported the problem management of the ES Softproofing system for merchandising and production teams within OfficeMax.
• Worked to transition company operations from OfficeMax to Office Depot.

Strategic Project Director - Content Management Systems

• Owned and managed relationships with major retailers and e-commerce groups to facilitate online circulars project requests on hosted customer websites and social media Improving customer satisfaction levels over 10%. Maintained 100% on time completion.
• Project Liaison between customers, technology and operations. Improved response times over 10% for project requests.
• Issue resolution for customer accounts using Salesforce to increase in Customer Satisfaction levels.
• Employed Agile Process Methodology to facilitate customer business plans. Translated requests from Customer to Development teams.

Education - Bachelor of Science in Marketing - Western Illinois University - Macomb, IL

Client Services Director

Mark Cosenza is a Field Operations Supervisor at US Census Bureau in Palm Springs, CA.

Mark Cosenza

Mark Cosenza

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