John Mucciolo

Experience

• 

  Chase Home Mortgage

  Jan 1987 - Jan 1988

  Accountant

  Reconciliation of various bank accounts related to the Mortgage business.

• 

  PaineWebber

  Oct 1988 - Jan 1996

  Accountant / Business Analyst
• 

  UBS Financial Services Inc

  Jan 1996 - Apr 2009

  Program Manager of the Branch Secure Laptop Program utilized by 550+ Financial Advisors. Ensured complete life cycle management of 12,000 workstations and displays in branch offices. Directed multiple Municipal Security Trading Group's technical projects concurrently, including relocating regional trading offices. Led deployment of desktop PCs to 500+ employees, including migration to new e-mail platform and SCCM based application deployment platform.

  • Work Bench Svcs - Branch Services Manager

    Jan 2007 - Apr 2009

  • Associate Director, Client Relationship Mangement

    Jan 1996 - Jan 2007
• 

  Medco Health Solutions

  Jan 2010 - Jul 2010

  Project Lead / Project Manager

  Directed work sessions with Market Group Leads, product and functional areas to provide accurate process from tracking and completing daily tasks. Gathered content, organized and produced data needed for account management SOPs, training and communications. Prepared documentation for project meetings and Account Management use with clients. Managed HIPAA Q&A mailbox, including reviewing questions/requests and documenting responses.

• 

  Express Scripts

  Sept 2010 - Sept 2011

  Project Manager - Healthcare Reform

  Managed integrated HCR project plan and sub-project plans to ensure client and company compliance. Oversaw project plans, focusing on HCR strategic opportunities.

• 

  Wyndham Worldwide

  Sept 2011 - Feb 2017

  Business Relationship Manager / Service Delivery Relationship Manager

  - Service Delivery Manager:Built relationships as a trusted advisor to the Business Unit (BU), and operates as a single point of contact, representing both client’s needs and CSIT capabilities. Collaborated with the Business Unit to develop road map and portfolio strategy and manage the portfolio of projects that require support. Focused on alignment of high-level business and application strategy to shared infrastructure strategies and projects.- ITSM Process Analyst / ITIL Focus:Operated as Subject Matter Expert (SME) in ITSM and ITIL methods and processes to meet organizational objectives. Managed and reviewed documentation, design and implementation of incident, problem, change and service request management within ServiceNow including user acceptance strategy. Developed business case, proposal and SOW and ensured delivery of services according to agreed upon SLAs. Show less

• 

  QBE North America

  Jul 2017 - now

  Service Delivery Manager

  Served as point of contact for customer base and Application Development team to address operational issues. Managed GIS NA’s Service Improvement Plan process including bi-weekly status meetings and reporting. Conducted periodic visits of field offices to meet with senior leadership to obtain feedback regarding GIS services. Identified and assisted in adding new service offerings for IT Self-Service Portal.

• 

  Barclays Bank US

  Jul 2019 - now

  Service Delivery Manager
• 

  Barclays Investment Bank

  Jul 2019 - now

  Service Transformation Specialist

  Service Manager accountable for the delivery of end user support services (Service Desk, Onsite Desktop support, Desk Side Asset Management and other downstream services) for the Americas. Provide operational oversight in conjunction with managed service providers and internal technical teams to ensure smooth delivery of services. Primary escalation point of contact for end user issues.Responsibilities Include: - Building relationships as a trusted advisor to the Business Units, and operate as a single point of contact, representing both client needs and Corporate Systems and Information Technology (CSIT) capabilities. - Identify “gaps” in existing support services and enact improvement plans to address areas where our contractual support commitments are not meeting user expectations or requirements. - Engage Communications and Knowledge Management teams to improve user awareness related to our support services and to increase usage of available self-service options and tools resulting in decreased volumes of incident tickets raised with the Service Desk due to colleagues “self-resolving” incident tickets. - Streamlined asset management practice across all US sites to include proper disposal of end of life assets resulting from office refurbishments and upgrades. - The coordination of the unified pandemic response in Mar 2020 through the stand-up of a “mirror” Trading Floor at our Whippany campus and subsequent support for Work From Home enablement for Traders and colleagues. Show less