Proficient & Practical IT Leadership
Mark Pankoski
resume@pankoski.com
- Skills:(Years) Leadership-Management(15+), Technical(20+)
- Preferred Employment Type: contract, contract to permanent, permanent, corp-to-corp
- Preferred Job Locations: (Any)
- Road Warrior: Definitely
- Experience: Greater Than 20 Years
- Visa Status: Not needed (US Citizen)
- Security Clearance: Not at this time
Monster Technologies, Inc. – The Leading Brand in Career Services for Employers and Job Seekers – Maynard, MA 1/06-03/06
Director, CRM Data
Provided leadership and management expertise around Monster’s Siebel Data Operation:
Accomplishments include:
- Establishing the organizational infrastructure to monitor and measure work effort and provide excellence in customer service
- Move toward standardization of data offerings to facilitate off-shoring and unattended data loads
- Developed “first-ever” measurements of Lead-to-Cash by measuring Lead Utilization
- Prepared presentations, and developed strategy with management for global re-organization, operational-readiness, and CRM off-shoring efforts
UDTprotia, Inc. – A Reseller and IT Services Provider of Hardware and Software Solutions – Miami, FL 9/04-06/05
SVP, Strategic Business Development, CIO
Provided in-depth business analysis and leadership in Sales, Operations, Services, Financial, and Technology domains:
Accomplishments include:
- Establishing the organizational infrastructure to deliver services on a profitable basis, across technological platforms and customer engagements
- Developed means and mechanisms to measure sales performance across all segments and sectors by establishing metrics for volume, margin, diversity and account penetration
- Established administrative management layer to facilitate the implementation and execution of standardized business processes across Engineering, Sales, Finance and Service domains
- Forwarded and developed various business proposals, methods and mechanisms toward fruition
- Established a budgeted approach to growth and expansion
- Authored numerous documents, presentations, and engagements designed to re-engineer processes and educate key employees on process and service methodologies such as Lean and Six Sigma
- Developed key metrics for mission critical processes
- Developed a corporate roadmap for growth and penetration within the Southeast by identifying key functions, support systems, and appropriate loss-leader services
- Engaged with Sales and clients in strategically important circumstances, in order to support revenue growth and strategic positioning
- Participated in planning sessions, and contributed various proposals across all organizational functions including Marketing, Finance, Engineering, and Administration
- Designated as CIO
Mission Metrics – A local provider of Technology and Management Service, – Boca Raton, FL 12/02-09/04
Senior Management Consultant
Founder and President of a local advisory consulting concern. The basis of the business is to establish mechanisms to bring Six Sigma and other metric-based management methodologies to smaller concerns, especially where the performance in IT-related processes are a major component of success, or represent a significant overall cost to the business. Additionally, to elevate the ?level of play? for business owners and managers who seek to re-invent their businesses based on web-based relationship and content management, and managed workflows.
Analysis and methods included engagement which:
- Developed models for extrapolating brick-and-mortar business propositions to the web, for such business concerns such as training and educational services, documentation and media production, advertising, mortgage offerings, and health and fitness, in order to explore the profitability of unique value propositions for local businesses
- Developed methods for effectively managing existing workflows in coordination with upstream and downstream service providers through the use of the web, in decentralized and global business scenarios
- Assisted in the implementation of corporate identity, logos, web sites or other promotional materials to establish branding and direction for content inclusion
- Developed documentation for existing business processes for training and revision
- Developed business plans, budgets and projections
- Recommended and specified vendors and technologies
- Developed profitability and performance models for newly envisioned business processes and additional collateral materials for coordination with upstream providers (Service-Level Agreements) and downstream agents and affiliates
- Other locally motivated business propositions (Center for Collaborative Communication, Consortium, etc.) where combinations of not-for-profit and educational value propositions establish an overall sustainable and profitable business model
Jacobs Engineering – A provider of Engineering Services worldwide – Pasadena, CA 2/00-10/02
Senior Management Consultant
Assisted the Sr. VP of Technology in his efforts to functionally reorganize and globalize the IT Organization worldwide, by providing assistance to his senior staff. Worked on various projects and initiatives with Global Services, Advanced Technologies and Standards, Management Advisory Services, and other functionaries to define charters, establish business processes and procedures to ensure re-alignment and adherence to prescribed principles and practices.
In conjunction with Global Services, provided solution delivery models predicated on driving toward SLA (Service Level Agreements) implementation. This included refocusing on measurable performance in the areas of engagement, deployment, and support, as well as instituting a view of the technology infrastructure as a service-delivery framework, rather than an aggregation of technical functionalities. Assisted in the development of metrics to support refinement and standardization of the principle solution implementation mechanisms to improve failure and repair rates, thereby establishing a rationale for asserting effective Return-On-Investment. Moved organization toward a two-stage technology selection process, reducing production environment complexity and improving pertinent metrics. Created rationale for standardization of major IT business processes across functional and regional lines. Defined models and strategies to support implementation of Global Help Desk, and habitual collection and dissemination of policies, procedures, and reporting, by instituting Management-by-Directive scheme to supplant Management-by-Exception, thus laying the groundwork for measurable consistency in service delivery and policy implementation across IT functions.
In conjunction with Management Advisory Services, realigned staff functionalities to support departmental mission. Assisted in redefining roles and responsibilities to deliver on primary objectives. Established Audit and Compliance function to meet external audit requirements as well as drive internal effort to further rationalize and measure compliance and performance with self-published standards, processes, and procedures. Developed strategies to drive Global-Leveraged Procurement, Asset Management, Audit Compliance, and cross-functional coordination. Defined departmental engagement policies to maximize effectiveness of Management Advisory organization. Instituted departmental workflow management. Leveraged vendor relationships to provide, in-scope, tactical support systems. Facilitated re-thinking of security, business continuity and system recovery functions. Provided strategic thinking to effect rapid implementation using prescribed principles.
In conjunction with Advanced Technologies and Standards, assisted Senior IT management in developing a migration toward a global, knowledge-based repository with cross-functional procedural implications. Untangled dictatorial and technically-fixated standards and moved toward a self-publishing, best practices approach by which technology-based solutions are derived on a best-fit, least cost, best performance basis, supported by operational metrics. Developed awareness, in conjunction with Senior IT management to establish a base line for operational performance for production-based solutions.
Precision Response Corporation – A leader in customer service and CRM solutions – Plantation, FL 9/99-10/00
Senior Management Consultant
Provided IT Management consulting services to senior IT Management. Reported to CIO. Provided analysis and assisted in the development of the IT organization from a custom applications development shop, to a product and service-oriented service bureau.
Worked closely with IT Operations to provide significant improvement in critical deployment processes to support the Production-readiness of platform technology, specifically, the “Infinite Access” platform that facilitated PRC?s entry into the Internet. Developed and deployed revisions in major IT business process to improve overall financial and operational performance.
Impacted areas included: Change Management, Configuration Management, Production-readiness, Testing, Software Quality Assurance, Standards, Engagement, Deployment, Disaster Recovery, Point-of-Presence implementation, Call Center performance (GENESYS), Strategic Data (CRM), and other forward-focused, and mission critical processes. Acted as advocate for rationalization of technology acquisition and developmental philosophies.
Worked closely with Advanced Technologies Group to rationalize and tier product offerings and associated and platform development methodologies. Assisted in defining and implementing key interactions with Sales and Marketing organization as well as IT Operations. Coordinated implementation of CRM with infrastructural planning.
Line-managed various CIO initiatives and provided support for all first and second tier IT management. Established Business Solution Architectures as fundament basis to integrate product and service within a single metaphor, thus facilitating offerings with supportive business processes. Advocated and supported implementation across departmental lines.
Total Tec Systems – A leader VAR for HP/Compaq and Digital enterprise solutions – Edison, NJ 8/96-4/99
Senior Consulting Engineer – Infrastructure
Providing various technical and project management resources for this well established VAR on both a retainer and fixed-price basis. Projects included pre-sale support and post-sale service delivery of CISCO-based network solutions, OpenVMS fault-tolerant Clusters, Digital Unix upgrades, etc. Coordination of activity with Director of Field Service and VP of Services. Projects routinely required discovery and re-engineering elements, vendor coordination, contract negotiation.. Interface to clientele at strategic and tactical levels.
IQI – Aegis Communications – A leader in Call Center solutions – Los Angeles, CA Edison 1/97-11/98
Senior Consulting Engineer – Infrastructure
IQI is a highly distributed organization currently ranked among the largest Tele-services providers with over 2,800 positions and 14 call centers across the United States and Canada. The company offers complete, integrated marketing services including customer acquisition, customer care and marketing research to leading corporations. IQI was created as a result of a merger between Edward Blank Associates, Inc., Lexi International and InterServ.
Provided strategic leadership for CIO?s mission. Projects included Call-Center and client acquisition, application development, infrastructure development, workflow, data flow, CRM, and data warehouse efforts. Architect of network infrastructure and migration/implementation strategies. Business continuity and fault-tolerant design and implementation. Operational support.
Bloomberg Financial Markets – A worldwide provider of financial information – New York, NY Edison 8/92-12/97
Senior Consulting Engineer – Infrastructure
I provided technical and operational leadership in migration, capacity planning, fault-tolerant system development for the Mortgage group. Developed bulletproof installation and associated service model based on Digital VAX/Alpha technology, in conjunction with broader corporate mission and vendors. Implemented same.
Other consulting engagements:
Barclays Bank, PLC / Barclays de Zoete Wedd, New York, NY
I served as principle designer and lead analyst in a platform re-engineering effort (DELTA) designed to integrate new and old VMS-based products and services into flexible client-server architecture. This effort was part of a reorganization effort to open and integrate the organization’s many applications and platforms.
In addition to these responsibilities I was involved in providing solution input into a variety of Trading floor issues.
Powerstation Technologies, Inc. (Network Engines), Randolph, MA
Serving in the capacity of Consulting Engineer in the development of a comprehensive hardware and software architecture for a new high-performance, multi-platform workstation offering MS-DOS and UNIX compatibility targeted for Engineering and Trading applications. My involvement has included both technological and organizational aspects, including the development of a comprehensive business plan for the corporation designed to attract investors
Chemical Banking Corporation, New York, NY
Lead the development of a distributed Global Custody system for the Bank. The System provides customers of the bank with a suite of services related to their holdings of both domestic and global securities.
NYNEX Information Solutions Group, United Nations, New York, NY
Lead the development a portable software package for use by NYNEX at the United Nations and other high-profile NYNEX clients. This package, RECONCILE, supports the reconciliation process between long-distance suppliers and various Call-Costing software packages (such as TELCO Research) which are associated with a wide variety of PBX platforms.
The scope of my activities included Project Management, Product Design, Developing Promotional materials, Product Sales Presentations, Product Enhancement and Customization, Training, as well as the usual Programming and Documentation associated with development work
Citibank, N. A., New York, NY
I served on the team of Developers within the corporation whose mission it was to create a high-performance Trader Workstation for use by the North American International Banking Division within the Bank.
Bantam Doubleday and Dell, New York, NY
Served as the Project Leader for several mission critical projects within the Order Processing Systems area: PUBNET, Telemarketing, and Unclassified Order Processing Systems. In addition, I provided leadership, training, and focus within the department as required, and as requested by the staff Project Manager.
Bankers Trust, New York, NY
Designed, developed, implemented, documented and managed the Subsidiary Ledger Project for the Money Transfer Division of Bankers Trust. This system is responsible for tracking all money transfers within internal accounts for the purpose of compensation and problem resolution.
- Developed Project Plan, and Strategic Integration Plan within the BTrics environment
- Wrote Functional and Design Specifications in coordination with Users, Auditors, Trainers, and Documentation personnel within the Bank
- Oversaw the development of a low-level application development kernel, using the DEC layered products so that in-house personnel could develop consistent and cohesive modules; developed modular subsystem tools for generating functions, menus, and administrative controls
- Trained and directed staff in the use of these tools, as well as structured programming methods required to complete this project
Additional Consulting Engagements:
- Citicorp Credit Services, New York, NY
- Bell Communications Research, Piscataway, NJ
- Empire Blue Cross, Blue Shield, New York, NY
- Digital Equipment Corporation, Salem, NH
- AMAX Copper – U.S. Metals, Carteret, NJ
- Howard Kaplan Fabrics, New York, NY
- Edward Blank Associates, New York, NY
- Pandick Press, Inc., New York, NY
- Digital Equipment Corporation, Marlboro, MA
- Chase Manhattan Bank, New York, NY
- American Society of Civil Engineers, New York, NY
- Datability Software Systems, New York, NY
- Citibank of NA, New York, NY
- Applied Logic Corporation, Boston, MA
- Interactive Systems Incorporated, Boston, MA
Education:
Worcester Polytechnic Institute, BS Computer Science, 1979 (Honors)