Amy Marcucio

Experience

• 

  International Scientific Communications

  Jan 1993 - Jan 1995

  Desktop Publisher

  • Responsibilities included inputting type for technical magazines and books, which involved equations, multicolumn tables, proofing and inserting them onto templates. Page layouts, importing of photos and/or artwork in agreement with text. Cover to cover magazine and book layouts, scanning lineart, color and black & white photos. Experience in ad and page design and color correction. Setting up and maintaining a computer filing system and organizing work within that system. Work closely with the editorial, production and circulation departments.• Environment: Servers – Macintosh; Desktops – Macintosh OS, Windows; Software – Quark, Photoshop, Acrobat, Word, Excel. Show less

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  The Taunton Press

  Jan 1995 - Jan 2000

  • Provide support to all aspects of desktop publishing systems, which includes hardware, software, network components, and technical support of approximately 150 Mac and PC users. Duties include implementing, maintaining, troubleshooting, testing, and provide training for all applications and users of systems; write and create hardware and software manuals, minor web editing, create and maintain all Quark and Word templates and libraries used for the creation of magazines and books for both Mac and PC; troubleshoot problem files; test and troubleshoot all pc to mac and mac to pc file conversions and create stylebooks with the all of the different magazines designs for users to follow.• Environment: Servers – Macintosh, NT; Desktops – Macintosh OS, NT; Software – Quark, Photoshop, GoLive, Acrobat, Filemaker, Lotus Notes, Word, Excel, PowerPoint; Additional Hardware – Scanners, Deskjet and Laserjet printers. Show less • Responsibilities include technical support of all software & hardware for approximately 150 Macintosh users and computers; installations of all software & hardware; printer & scanner repair; server maintenance; nightly backups; handling of fonts; networking computers; answering help desk calls; writing and creating hardware and software manuals; and R&D.• Environment: Servers – Macintosh; Desktops – Macintosh OS; Software – Quark, Photoshop, Acrobat, Filemaker, Lotus Notes, Word, Excel, PowerPoint. Show less

  • Publishing Systems Support Associate

    Jan 1997 - Jan 2000

  • Macintosh Support Assistant

    Jan 1995 - Jan 1997
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  Westchester Book/Rainsford Type

  Jan 2000 - Jan 2001

  Designer/Book Composition

  • Responsibilities include layout, pagination and editing of mass market and trade books, font creation, minor technical support, new user training and implementing new procedures along with supervising 15 employees.• Environment: Desktops – Macintosh; Software – Quark, Photoshop, Fontographer, Acrobat, Word, Excel; Hardware – Scanners, and Laserjet printer.

• 

  Freelance Design/Support

  Jun 2001 - Sept 2003

  Owner

  • Freelance worker providing technical support, graphic design, web design and desktop publishing for customers. Duties include designing logos, creating brochures, flyers, menus, manuals and the layout of books and magazines.• Environment: Desktops – Macintosh; Software – Indesign, Photoshop, Illustrator, GoLive, Acrobat, Quark, Word, Excel, PowerPoint, Access; Additional Hardware – Scanner, Digital Camera, and Deskjet and Laserjet printer.

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  Naugatuck Valley Savings and Loan

  Sept 2003 - Nov 2007

  • Responsible for network administration, end user support for approximately 100 users and graphic/web design and maintenance. Systems support duties include troubleshooting existing LAN/WAN; maintaining, upgrading and troubleshooting servers along with daily server maintenance; testing, upgrading implementing, troubleshooting and maintaining all hardware and software along with maintaining inventory; researching, testing, deploying and the patches for the entire institution, implementing new procedures and writing software and hardware manuals. Help in supervising 2 help desk technicians daily work. Design duties include some photography, designing brochures, flyers, promotional materials, manuals, PowerPoint presentations, website maintenance and other miscellaneous designed materials as required.• Environment: Servers – 2000, 2003, ISA, Exchange; Desktops – 2000, XP, 98; Software – Indesign, Photoshop, Illustrator, GoLive, Acrobat, FrontPage, IPSwitch (ftp), Update Expert, Word, Excel, PowerPoint, Access, Outlook, VIP Suite, LMS Mortgage, miscellaneous Security Software and Internet Apps, IE6. Show less • Responsible for help desk calls for all hardware and software along with graphic design. Help desk duties include maintaining hardware and software inventory; testing, troubleshooting and implementing new hardware and software; and training for approximately 100 end users along with writing hardware and software manuals. Design duties include some photography, designing brochures, flyers, promotional materials, manuals, PowerPoint presentations, website maintenance and other miscellaneous designed materials as required.• Environment: Servers – 2000, ISA, Exchange; Desktops – 2000, XP, 98; Software – Indesign, Photoshop, Illustrator, GoLive, Acrobat, FrontPage, IPSwitch (ftp), Word, Excel, PowerPoint, Access, Outlook, VIP Suite, miscellaneous Security Software and Internet Apps, IE6 Show less

  • Systems Administrator

    Jun 2005 - Nov 2007

  • Help Desk Support Specialist

    Sept 2003 - Jun 2005
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  SureSource

  Nov 2007 - Jan 2009

  Systems Administrator

  • Responsible for network administration and end user support for approximately 100 users. Systems support duties include troubleshooting existing LAN/WAN; building, maintaining and upgrading servers along with daily server maintenance; daily backups; researching, testing, deploying the patches for the entire company; creating and implementing procedures; researching and implementing compliance issue resolutions for the department; adding and maintaining webstores, setting up DNS and IIS; maintaining the intranet; building and maintaining desktop computers; maintaining the helpdesk database; maintaining users in Active Directory; Ecometry administration and other duties as required. • Environment: Servers – 2003, Exchange; Desktops – XP; Software – Vmware, Acrobat, Word, Excel, PowerPoint, Access, Outlook, Ecometry, miscellaneous software and Internet Apps, IE7. Show less

• 

  Microboard Processing, Inc.

  Aug 2009 - May 2010

  Systems Analyst

  • Responsible for network administration and end user support for a 100+ users. Systems support duties include maintaining and troubleshooting existing LAN/WAN; building, maintaining and upgrading servers along with daily server maintenance; researching, testing, deploying patches to servers and workstations; building and maintaining desktop computers; maintaining the helpdesk database; maintaining users in Active Directory; working within ITAR compliance guidelines, database administration, administering ERP software; and other duties as required. • Environment: Servers – 2003, 2008, Exchange; Desktops – XP, Vista; Software – Virtual Iron, Office 2000, 2003 and 2007, BaanLN, SharePoint, WinDSX, WSUS, SMS and other miscellaneous software. Show less

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  DSA Encore, LLC

  Jun 2010 - Nov 2012

  Senior Systems Administrator

  • Responsible for network and server administration as well as support for 100+ users. Systems support duties include maintaining existing LAN/WAN; building, maintaining and upgrading servers along with daily server maintenance; researching, testing, deploying patches to servers and workstations; maintaining Active Directory, Exchange 2010, BES server, CDP Appliance, inventories, SharePoint, SANs, Spiceworks and the alarm system; along with other duties as required. • Environment: Servers – 2003, 2008 virtual and physical, Exchange 2010; Desktops – XP, Vista, Windows 7 as well as MacOS; Software – HyperV, VMWare, Office 2010, SharePoint, WSUS, Sonicwall & Barracuda VPN, HP P4000 Centralized Management Console, and other miscellaneous software. Show less

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  NTT Ltd.

  Jul 2013 - now

  Collaborates and provides strategic and tactical guidance to the Knowledge Management and Compliance team as well as service divisions, regionally and globally. Responsible for all end-to-end process writing and governance, assists in resolving gaps in process from a best practice perspective to ensure they are effective and efficient, performs regional SME role for the ITIL processes, handles Escalation Management, Compliance duties as required (ISO, ISN, PCI, QMS, etc.), Risk Management and Business Continuity/Disaster Recovery. The role provides critical oversight in assuring that the functioning of the services delivered to our clients are in line with industry and corporate service level standards while maintaining relationships with relevant stakeholders. Provides leadership, project coordination, and oversight to the team to ensure all functions are performed with excellence and ensures a seamless experience for all clients. Show less Collaborates and provides strategic and tactical guidance to CFS team, the Global Success Managers, Service Delivery Teams, and other teams as required. The role provides critical oversight in assuring that the functioning of the Americas processes and performance is compliant with Group and industry standards. Provides leadership and oversight to the CFS team to ensure all functions are performed with excellence and with a focus on ensuring a seamless experience for all clients within the SIAM scope. The role oversees all process is in place, measures the process to ensure compliance, fixes gaps and performs continual service improvement to ensure optimal efficiency and effectiveness. Performs Process Owner duties along with the team, process interlocks, and collaborates with global teams to ensure alignment worldwide. Show less Oversees the functioning of the ITIL processes and measures the compliance to the ITIL processes across all clients and vendors/resolver groups within the SIAM landscape. Ensures all processes, procedures and work instructions are efficient and effective and that compliance to standards is withheld. Acts as the SME (Subject Matter Expert) for all ITIL processes in the Cross Functional Services (CFS) portion of SIAM. Identifies risks, CSI, training needs and addresses gaps. Acts as approver for all process and interlock related changes for the Americas region. Builds, maintains, and improves standard procedures. Monitors, tracks, and measures the compliance of all delivery entities to industry/company standards and governance specifications. Completes periodic audits of delivery entities to governance and quality standards. Measures delivery entity compliance to the contracted service level agreements. Show less Responsible for objectively monitoring and reviewing data in compliance with quality standards. Effective communication to peers, upper management and executive level; performs gap analysis with current processes, ensures quality in the processes, systems and technologies; resolves conflicts and escalations; works without supervision; identifies opportunities, drives results, problem solves; coaches across teams and suggest/implement new process/procedure.Duties:- Address escalations – client, entitlement and managerial- Review ticket quality and complete quality scoring- Assist with implementing quality control methodologies- Participate in coaching and providing feedback to agents, leads, and management- Track ticket metrics using dashboards and report on them- Provide feedback for challenges, opportunities, and performance issues for individuals and teams - Understand, evaluate, and execute procedures properly and identify opportunities for improvement- Ensure SLA's and KPI's are met while maintaining quality standards Show less • Responsible for directly supervising a team of IT Service Desk employees under the guidance of the Service Desk Manager. Ensures employees are properly working tickets, following process, optimally allocated according to schedules, fully utilized, trained, and mentored to meet maximum team performance levels. Responsible for managing tickets to completion to ensure client satisfaction, serve as a lead and an escalation point for support issues, create and update support documentation, train, improve services provided by the desk, maintains a positive atmosphere for staff, manages the performance of the staff with reviews and one on ones, and ensure the team met all service level agreements. Show less Responsible for serving as a recognized authority to evaluate, recommend, install, and support all local area network (LAN) hardware and software, testing and deploying software environments and acting as an escalation point for technical troubleshooting. Responsible for ensuring timely restoration of service for Dimension Data internal clients by managing request (Incidents, Service Requests, Events, and Problems) through to successful completion. Major Duties & Responsibilities:Work closely with colleagues to ensure swift resolution of issues. Ensure that user is kept updated on progress through resolution.Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network. Analyze and interpret requests to ensure classification, prioritization and escalation of requests are correct. Identify and escalate issues and exceptions as necessary.Evaluate and define hardware and software network needs for usersAct on requests logged by Associate IT Service Desk Analysts and ensure that the commitments made to client in are met in line with required standardsServe as an authority to evaluate all LAN hardware and software requirements and capabilities and make recommendationsDeliver ticket triage for Level 3 supportInstallation of hardware on the LAN; installation of application software programs on the LAN; provide guidance to users in all LAN administration processes.Develop uniform operating procedures for administering LAN system/infrastructureResolve technical problems with LAN and WAN connectivityWrite training manuals, best practices and troubleshooting scripts for Level 1 engineersInfluence high client satisfaction through professionalism, detail-oriented actions, and proactive client engagement at all timesProvide on-call services as required Show less

  • Senior Manager, Knowledge Management & Compliance

    Feb 2022 - now

  • Cross Functional Services Manager

    Aug 2020 - Feb 2022

  • Process Manager - CFS

    Jun 2019 - Aug 2020

  • Service Level Analyst

    Jan 2019 - Jun 2019

  • Service Assurance Specialist

    Mar 2017 - Jan 2019

  • Service Desk Supervisor

    Sept 2013 - Mar 2017

  • Service Desk Analyst

    Jul 2013 - Sept 2013