Matthew Polly, ITIL

Experience

• 

  Advanced Financial Solutions (Acquired by Metavante, 2004)

  Jan 2002 - Jan 2004

  Implementation Team Lead

  Managed team responsible for implementing AFS' archival/research solutions.• Performed project management duties including scheduling (resources and general project timelines), customer and installer level communication, information gathering (including the facilitation of pre-installation questionnaire review and project readiness meetings) and general project planning.• Performance reviews of implementation staff, mentoring/coaching, and creation of employee development plans.• Performed interview tasks related to hiring of new team members.• Served as role of technical specialist for Sales and Account Management teams during remote and on-site sales presentations and demos.• Partnered with training department to develop curriculum for multiple installer education classes. Show less

• 

  Metavante

  Jan 2004 - Jan 2009

  Managed relationships with 30+ Metavante Image Solutions clients, from small to large asset size, providing single-point-of-contact as client advocate.• Interfaced with various levels of client representatives, ranging from system administrators to executive management.• Utilizing knowledge of Metavante product offerings and features, assisted customers with decisions on strategic direction for Item Processing department.• Worked with clients and Metavante departments including Support, Implementations, Development and Executive Management to resolve/address customer-related issues and concerns. • Organized calls and meetings for customers and Metavante personnel regarding a variety of topics including, but not limited to, outstanding issues, product demonstrations and customer’s strategic direction.• Pursued opportunities to provide add-on product sales and services to customers while assisting internal sales team with contract closure Show less Managed team responsible for implementing Metavante’s remote (branch/merchant) check capture and archival/research solutions.• Performed project management duties including scheduling (resources and general project timelines), customer and installer level communication, information gathering (including the facilitation of pre-installation questionnaire review and project readiness meetings) and general project planning.• Performance reviews of implementation staff, mentoring/coaching, and creation of employee development plans.• Performed interview tasks related to hiring of new team members.• Served as role of technical specialist for Sales and Account Management teams during remote and on-site sales presentations and demos.• Partnered with training department to develop curriculum for multiple installer education classes. Show less

  • Client Services Manager

    Jan 2008 - Jan 2009

  • Implementation Team Lead

    Jan 2004 - Jan 2008
• 

  FIS

  Jan 2009 - Jan 2010

  Client Services Manager

  Managed relationships with 30+ FIS clients, from small to large asset size, providing single-point-of-contact as client advocate.• Interfaced with various levels of client representatives, ranging from system administrators to executive management.• Utilizing knowledge of FIS product offerings and features, assisted customers with decisions on strategic direction for Item Processing department.• Worked with clients and FIS departments including Support, Implementations, Development and Executive Management to resolve/address customer-related issues and concerns. • Organized calls and meetings for customers and FIS personnel regarding a variety of topics including, but not limited to, outstanding issues, product demonstrations and customer’s strategic direction.• Pursued opportunities to provide add-on product sales and services to customers while assisting internal sales team with contract closure Show less

• 

  Dell Technologies

  Jan 2011 - Jan 2015

  Customer advocate and single point of contact for Dell customers who have purchased Enterprise devices (Servers, Storage, Switches, etc.) along with Dell’s premium ProSupport Plus warranty entitlement.• Performed ‘on-boarding’ tasks as Customers purchase applicable warranty entitlement, including but not limited to TAM introduction and overview of entitlement benefits.• Ensured applicable system reporting provided to Customer as per entitlement benefit.• Managed Support escalations for entitled Customers, ensuring mission critical and similar issues were directed to proper group and handled/resolved in a timely fashion.• Maintained and facilitated open lines of communication between Customer, Technical Support, Account team and Dell Senior Management during Severity 1 and 2 Customer outages/escalations. • Partnered with Customer Account Team to facilitate ‘upselling’ of warranty entitlements and Enterprise Server equipment.• Delivered Executive Summaries to appropriate members of Senior Management team regarding high profile customer issues and escalations detailing action plan for resolution.• Managed relationships and interactions with various Customer contacts from individual contributors to C-level Management. Show less Utilizing ITIL based methodologies, manage/supervise team of 40+ FTE and contractor-based agents responsible for 24/7 support of Army Knowledge Online (AKO) and Army Enterprise Service Desk (AESD) military intranet systems.• Monitored and compiled various statistics/metrics to quantify agent performance.• Performed coaching of agents to remedy performance/behavioral issues and increase customer service skills, professionalism and productivity.• Partnered with scheduling team to ensure appropriate coverage to maximize customer support and agent availability.• Partnered with local and remote management peers to develop and implement plans for increased agent and coaching staff morale and performance.• Coordinated with Army and DSFG PMO teams to ensure service standards/SLAs are being met on a consistent basis.• Key contributor to agent/employee interview and on-boarding process. Show less

  • Technical Account Manager

    Jan 2013 - Jan 2015

  • Technical Support Manager

    Jan 2011 - Jan 2013
• 

  Sonic Drive-In

  Jan 2015 - Jan 2017

  Manager - Retail Technology Hardware & Audio System Support

  Managed team designated to provide support for in-store technology-related hardware and audio systems including 3rd party field service/support engagement.• Manage comprehensive support for 3500+ Corporate and Franchisee-owned drive-ins' technology hardware, including, but not limited to POS-related equipment, Payment Devices, ‘POPS’ customer engagement units, and audio systems; serving as primary POC for Franchisees, Operators, and Sonic Sr. Management related to issue escalations• Provided leadership roll in RFP and subsequent pilot processes for identifying new Field Service Provider with national presence to reduce field service costs and create more efficient service model for Corporate and Franchisee-owned drive-ins.• Identify and facilitate alternate field service opportunities with vendors resulting in thousands of dollars in cost savings for affected drive-ins.• Work with Help Desk vendors to establish improved processes related to field service engagement and RMA processes.• Assist in vendor management activities with manufacturers and distributors.• Established new programs for support of non-POS equipment including ‘Sonic Radio’ and CCTV technology.• Reduced costs to Sonic Corporate related to equipment storage by establishing relationship with freight and warehousing vendor for consolidation purposes.• Partner with other business unit leaders, providing assistance on new store implementations, store conversions, and technology product roll-outs. Show less

• 

  Devon Energy

  Jan 2018 - Jan 2019

  IT Project Manager

  Responsible for management of multiple simultaneous projects of varying complexity within the Enterprise Portfolio/Operations space, primarily focusing on IT-related ventures for the Business.

• 

  W&W / AFCO Steel

  Apr 2019 - Nov 2019

  Applications, IT Project, & Compliance Manager

  Managed implementation, support, and SOX compliance of Enterprise applications for various departments, including Finance/Accounting and Human Resources.

• 

  Stonebridge Consulting

  Nov 2019 - Jun 2020

  Service Delivery Manager

  As part of the Managed Services team, responsible for ensuring contractually agreed-upon service delivery and quality levels were consistently met/exceeded.

• 

  CoreLogic

  May 2021 - now

  Senior Client Delivery Manager

  As part of the Mortgage business unit, responsible for delivering high levels of support, service, and software solutions to lenders, Government Service Entities, and appraisal management company clients, including CoreLogic’s “Mega Clients”, frequently serving as primary Voice of the Customer.