Ian Plocharczyk

Experience

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  YMCA

  Feb 2012 - Jun 2014

  Youth Counselor

  Summer camp counselor as well as after school care counselor at the A.E. Finley YMCA. Responsible for managing 20-35 children at a time and ensuring their safety and providing a fun atmosphere for activities and development. Over summers, worked 40 hour weeks and helped run the pick-up process of 400-500 kids all being picked up in an hour-and-a-half timespan. During the school year (high school), worked about 15 hours a week and also was vital in the pick-up process. Was a liaison to the parents of the children as I frequently talked to the majority of them each evening during the pick-up process. Show less

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  Urban Food Group

  May 2014 - May 2016

  Backwait / Barback

  Backwait and Barback for a typical neighborhood bar and restaurant during the summers and also over Winter breaks. Main responsibilities are running food to tables, bussing and cleaning tables in accordance with health code standards, and stocking the restaurants supply of cups and ice. Assist the bartenders by running food to the bar, running drinks from the bar to tables, properly cleaning bar glasses, polishing wine glasses, running dishes to the kitchen, stocking their bar glasses and ice as well as taking out the bar's trash at the end of each shift and monitoring the recycling bins and taking that out as needed as well as at the end of shifts. Other responsibilities vary each shift, but can include: sorting utensils, rolling utensils, seating guests, refilling drinks, relaying orders to servers, food expeditor (organizing meals before they are run out to tables), assisting the kitchen / dishwashers with organizing and washing dirty dishes and running clean dishes to the front of house once organized, setting up trivia host's table / area, cleaning doors and windows, and even weeding the patio to keep its condition looking great. Show less

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  Oracle

  May 2015 - Aug 2015

  Summer Intern

  Ad-hoc Summer 2015 internship directly through an Oracle salesman who was trying to get their technology software into new markets. Responsible for researching and sorting NC, SC, and IN public school districts by student enrollment numbers. Then, for the top 20-40% of school districts in each state, I researched contact information for CEOs, CFOs, CIOs, CTOs, HR managers, Accounts Payable Managers, Technology Managers, etc. Complied all of the contact information in Excel database, as requested. Additionally, researched and recorded budget data for each school district. This includes the district's overall budget, as well as its specific technology budget (related to technology services and software purchases) when available. Also compiled budget data in the Excel database. Show less

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  Virginia Tech

  Aug 2015 - May 2016

  Tutor Virginia Tech Student Athletes in various classes, multiple times each week. Responsible for explaining course content to the students, answering conceptual questions, assisting with homework and other assignments (where allowed by University Honor Code), exam preparation, and more. Complete a tutor report for each student every session that goes directly to, and is reviewed by, the athlete's advisor. Current Semester: (Spring 2016) tutor five student athletes for a total of six hours a week. Courses include Principles of Microeconomics, Principles of Macroeconomics, Quantitate Methods (II), Introduction to Programming in Java, and Introduction to Management Theory and Leadership Practice. Past Semesters: (Fall 2015) tutored five student athletes for a total of eight hours a week. Courses included: Principles of Microeconomics, Quantitate Methods, and Introduction to Programming in Java. Show less TA for Introduction to Business Analytics and Business Information Systems, a core business school class that is required for all business majors. Course enrollment (Fall 2015 Semester) was ~ 1,000 students across two sections. Per Instructor's syllabus, "Introduction to Business Information Systems with emphasis on the role of software applications as a tool to develop Business Intelligence to improve decision making. Design and development of spreadsheet and database solutions employing analytical techniques on large data sets to produce quality information. Ethical considerations of information management." Responsible for preparing for class lectures and hands-on activities, attending class and being able to assist students with said actives (ex. explaining how to import data from web into Excel), answering conceptual questions that students may have, reinforcing concepts via feedback on students' projects throughout the semester in order to prepare for exams. Additionally, assist in administering the class exams. Show less

  • Athletic Department Tutor

    Aug 2015 - May 2016

  • Undergraduate Teaching Assistant

    Aug 2015 - Dec 2015
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  Cisco

  May 2016 - now

  Renewals Manager for Cisco Support Services, Professional Services, and Software Subscriptions in New York City’s Public Sector (State, Local, and Education) region. Responsible for a ~$40M services and ~10M software annual recurring revenue (ARR) quota. Collaborate with Customers to transform their business and meet their objectives through Cisco solutions while protecting and increasing Cisco’s ARR. Strategically work with Customers, Partners, and internal teams to develop a comprehensive view of Customer requirements & objectives and define a strategy to drive renewals to timely closure, as well as minimize renewals risk and financial attrition.Responsible for on-time renewals, forecasting accuracy, Customer experience & relationship, competitor risk mitigation, quote creation & delivery, contract & pricing negotiations, and more, to ensure the continued success of each Customer within my territory, as well as Cisco.Extensive experience with K-12 Public Education, Universities, Government Agencies, Public Transportation, Public Safety, and more.Successfully previously covered the New York State and New England SLED regions. Achieved >100% of plan in all three periods in-role. Show less Customer Service Manager, Americas – Global Enterprise Segment (GES), Global Service Provider (GSP), and Federal. GES is the largest segment for Cisco by both revenue and transactions. As a Customer Service Manager, dedicated to services and renewals, I am directly responsible for the customer service teams that support our internals, Partners, and Customers. As Cisco continues to drive Customer Success and reoccurring revenue, Customer Service is at the heart of the transition and vital to supporting our Partners and Customers in their normal run the business, adoption of change, and continued business and relationship growth with our Sales teams, as well as other internals. Also support Service Provider and Federal as needed.- Customer Service / Operations lead for large/complex deals and critical support escalations- Manage a team of customer service agents; monitor and drive improvement of key metrics (NSS, NPS, SLA, backlog, etc.) - Lead/approver for non-standard renewal orders on complex/critical deals where large revenues would otherwise go unrecognizable for the company - Collaborate cross-functionally with Cisco Sales, Finance, Customer Success, Operations, IT, Engineering, etc. as well as directly with Partners and Customers - Support other segments as needed as services/renewals SME Show less Sr. Install Base Analyst: Team Lead for Public Sector services and subscription renewals. Directly accountable for the operational success of large-dollar and high-complexity service renewal deals from the initial opportunity through booking and entitlement. Work directly with Sales Account Managers, Operations Managers, Customer Success Specialists, Renewal Managers, Finance, and more as well as Cisco’s Partners and end customers, such as the US Federal Government, to ensure all aspects of each service renewal deal are completed smoothly and efficiently and that each Cisco offering is tailored to and valuable for our customers.Deal Manager: State, Local, and Education (SLED) East & West US Lead. Directly accountable for the operational success of large-dollar and high-complexity service renewal deals from the initial opportunity through booking and entitlement. Work directly with Sales Account Managers, Operations Managers, Customer Success Specialists, Renewal Managers, and more from all segments (Enterprise, Global Service Provider, Commercial, State Local and Education, etc.) as well as Cisco’s Partners to ensure all aspects of the service renewal deal for a particular end customer are completed smoothly and efficiently. This supports Cisco’s effort to continue to grow reoccurring revenue and true customer success while maintaining our customers’ Install Bases and ensuring their networks are continuously covered with Cisco services. Show less Product Owner for countless capabilities on Cisco’s next-generation Software and Services Subscription Renewals Platform (CCW-R); from IT-only system enhancements, allowing Distributors and Partners to quote and order services using Enterprise SKUs on products coming to end-of-support, to service contract management functions * collaborated cross-functionally to consolidate initial requests and develop business requirement documents * utilized DMAIC methodology to enhance outdated capabilities * defined MVP and non-MVP requirements * proposed business solutions * developed capabilities with Commerce IT team * presented solution and capability reviews and walkthroughs * obtained sign-off from necessary stakeholders * monitored adoption of delivered capabilities, all in an iterative & agile environment. Support Analyst for Access Management for CCW-R; a platform with hundreds of thousands of users. Program Lead & Project Manager for Service Contract Management, owner of contract management internal adoption metrics * responsible for weekly data refresh, analysis, and status reporting to leadership * dedicated to driving the retirement of MMAT and Portable Solution (CSCC) by pushing the adoption of contract management activities on CCW-R while continuously evaluating, developing, and prioritizing necessary scope items on the roadmap. Lead analyst on Partner Co-Design effort with Cisco’s largest-value Partners; Ingram Micro; Presidio; Tech Data; CDW; etc. * collaborated directly with partners to ensure continued ease of doing business CCW-R, a $12 billion annual revenue source for Cisco * spoke directly with Partners to develop user-stories, capabilities, renewals journey-mapping, quoting & ordering flows, requirements documentation, wireframes, etc.Expert Data Analyst on a Partner Co-Design effort to eliminate non-compliant Cisco Branded Resell service contracts with multiple end users/customers (MEU) to meet audit standards and Cisco compliance. Show less Evaluated and increased new and renew opportunity visibility for Sales by improving account mapping * using the Six-Sigma DMAIC approach, improved data quality for end-customers, driving increased re- occurring revenue * supported scrum team’s efforts to improve Sales account visibility for two-tier transactions through Distributors and Partners * led a data visualization project to provide improvements in end-customer hierarchy data quality issues within Customer Registry (CR) * conducted usability tests on new Sales data lake solution * attended and reported on the 2017 Data Symposium in San Jose. Show less

  • Services & Software Subscription Renewals Manager - NYC Region, Public Sector

    Aug 2021 - now

  • Customer Service Manager

    Mar 2020 - Aug 2021

  • Senior Install Base Analyst / Deal Manager

    Oct 2018 - Mar 2020

  • Product Owner & Program Lead

    Jul 2017 - Oct 2018

  • Business Analyst Intern

    May 2016 - Jun 2017