DAN SACCAVI NO

Wesley Chapel, FL, 33544 | Cell: 813.728.1374 | daniel.saccavino@gmail.com | linkedin.com/in/dansaccavino

PROFI LE
AN EXPERIENCED LEADER delivering technology and service solutions in Fortune 50, healthcare and finance business
environments. A proven record of significant success in continuous process improvement through an unerring
commitment to team leadership and outstanding customer satisfaction.
AREAS OF EXPERTI SE
From- t he- f ront l eadershi p
Communi cati on and col l aborati on
Team bui l di ng
Tal ent- based hi r i ng
Pr ocess anal ysi s and i mpr ovement
Coachi ng
Pr oj ect management
Ment or i ng and t rai ni ng teams


ACCOMPLI SHMENTS
COMMITMENT TO CUSTOMER SATISFACTION Responsible for a best-in-class customer experience by introducing
creative and adaptive improvements to IVANS customer support structure, resulting in a significant increase in
service responsiveness, quality and productivity.

CONTINUOUS IMPROVEMENT Increased team productivity and customer satisfaction through improvements in
efficiency and team ability, overall morale and personal development. Developed and deployed senior-level daily
dashboard reports, KPI and KPM metrics and a quality improvement program.

PROVEN LEADERSHIP Infused customer support teams with a powerful esprit de corps using a unique style of cross-
generational leadership and productivity-based reward systems.


EXPERI ENCE HI GHLI GHTS
AMSCOT FINANCIAL, HEADQUARTERS - Tampa, FL
May 2013 September 2014
IT Helpdesk Manager - Administrator
Successfully developed and led ten resources in the direct and remote support of applications, computers and networks
servicing the needs of 2000 customers in 233 branches across Florida
Created trending tools to measure improved resolution times in inbound service and project requests
Designed weekly analysis summaries and monthly productivity charts using exported BMC Footprints data for senior
management and C-level executives detailing the 99.998% service up time achieved
Managed and completed 30+ projects improving internal processes, end-user productivity, and revenue generation while
raising overall effectiveness within the department
Redesigned and implemented productivity and quality evaluation system, demonstrating improvements in both the teams
efficiency while delivering the highest company customer satisfaction ratings in its history
Improved customer trust relationships by acting quickly to resolve issues and enhancing their success
IVANS, OPERATIONS CENTER - Tampa, FL
August 2010 February 2013
Customer Service Manager
Hired, trained, and orchestrated 25+ resources successfully supporting the computer and network technology needs of
250,000+ national Retail, Insurance and Healthcare customers
Greatly improved average handle time, abandonments and average speed to answer while call volumes increased by 10%
quarter over quarter without increasing headcount
Designed daily analysis summaries and weekly productivity charts using Cisco and Microsoft Dynamics data streams to
demonstrate the successes achieved to senior management and C-level executives
Designed call quality evaluation system, significantly improving customer satisfaction ratings
Created an atmosphere of trust and commitment while increasing productivity and attention to results
Implemented both Help Desk ticket tracking system and Cisco VoIP solution projects to improve performance
Created a weekly productivity rating report to assess and recognize individual and team contributions through visually
appealing charts and narratives
Liaised with multiple Project Management teams, IT and Service Executive staff to deliver best-in-class service improvements
in inter-team communications and collaboration
CATALINA MARKETING CORPORATION, HEADQUARTERS Tampa, FL
November 2007 August 2010
National Call Support Center Manager
Hired, trained and led 40+ technical resources to handle and quickly resolve daily break-fix issues for national customers
Developed weekly productivity rating scorecards with KPI statistics to assess individual contributors
Delivered and/or documented 100+ processes and procedures to properly prioritize & resolve new requests from 24,000
clients nationally in order to improve SLAs and customer satisfaction
Spearheaded and successfully implemented a new hire training program, resulting in a reduction in training time from six
weeks to two weeks with a remarkably high ratio (55%) of promotions to other departments
Authored and implemented a tailored service delivery model for top client (7,000 stores) including a managed national onsite
service vendor and two managed supply network vendors
Created and delivered an easy-to-use Knowledgebase accessed daily by more than 70 support technicians and managers
which helped reduce AHT and positively impacted service levels
Successfully assisted/managed a critical project to identify and engage an offshore solution for this departments transition to
an offshore company and location
GUNNALLEN / THE REVERE GROUP - Tampa, FL January 2005 September 2007
Information Technology Manager
Hired, trained and mentored a team of people comprising two Helpdesks and desktop techs to successfully complete the
three year outsourced contract for GunnAllen Financial
Oversaw 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 which gained acceptance and acclaims
from the Executive Committee
Established baseline criteria for client communications, issue resolution and a feedback mechanism for departments and
executive offices which led to the delivery of best-in-class service


GE/PFIZER PHARMACEUTICALS New York, NY 1995 2005
GE Technical Team Lead / Contractor
Managed, trained and mentored a team of nine desktop support specialists including a trouble-ticket queue coordinator to
engage the Pfizer customers at all levels (including the CFO)
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
Improved the functional Service Level Agreement (SLA) performance of the team from 84% to 96% (on average) across all
supported divisions which increased customer satisfaction and productivity across an entire division
Key participant in the successful design and implementation of two generations of managed desktops within both the Novell
and Microsoft AD environments
Led a four-man project team in a 15,000 user account migration from NT4 to Active Directory while providing management
with a complete logistics plan for the implementation and follow-up (98.7% success)

TECHNI CAL SKI LLS
Software
Microsoft Office suite (Excel, Word, PowerPoint, Project, Visio, Outlook), MS Windows, Footprints, Microsoft Dynamics, browsers,
Collabrio, AT&T NetClient, ProvideSupport Chat system, MS Active Directory administrative tools, TCP/IP configuration, Lotus
Notes, Visual Basic, 3270 emulators
Hardware
Multiple desktop & laptop OEMs, printers and peripherals, Ethernet & Wireless adapters/routers/USB devices, iPhones,
Blackberry/Palm devices, modems, scanners, hubs and FiOS/DSL/Broadband technologies.
EDUCATI ON
IONA COLLEGE NEW ROCHELLE, NY Bachelor of Science in Computer Science