Marc Ongaro

Accomplishments:

• Created (and crushed) Department KPIs. Achieved 98% CSAT averaged over 90 days while reducing response time, without increasing headcount.
• Grew team from 3 to 12 Cloud Services professionals in 4 months.
• Established first customer-facing Service Level Agreement for Cloud Services.
• Identified and remediated cloud onboarding issue, resulting in $400k savings to company.
• Identified and remediated cloud billing issue, resulting in 15% reduction in COGS.

Responsibilities:

• Managed and Improved Microsoft Direct CSP Partnership.
• Provided leadership, guidance and support to staff members.
• Developed and implemented training and talent development programs for staff.
• Analyzed trends and data to inform decision-making and program development.
• Monitored program performance and outcomes for successful delivery of services.

Accomplishments:

• Led new partnership with Siemens Low-Code platform
• Led all product ownership efforts for customer projects
• Implemented and enforced Scrum Agile for all projects
• Led all pre-sales efforts, including sales engineering and proposal development
• Built and managed global, cross-functional software delivery team of 12 focused on Rapid Application Development (RAD) for Mid-Market and Enterprise

Responsibilities:

• Worked hand-in-hand with CEO on complete rebrand towards UX and Low-Code/Rapid Application Development
• Worked with Enterprise as well as Startup customers

Accomplishments:

• Consistent 100% YoY growth, from $500k to $4MM
• Launched PhishPrevent: turnkey, multi-layer managed service for preventing corporate identity theft, built on Microsoft 365 and Azure.
• Scaled team from two part-timers to five full-time M365 CloudOps Specialists, training up from entry-level
• Led implementation of Dynamics 365 for Service and CRM
• Led roll-out of Microsoft 365 training services

Responsibilities:

• Managed portfolio of dozens of clients from 15 to 10,000 employees
• Managed all customer support operations from L1 to L3
• Responsible for partnership with Microsoft and all other channel vendors
• Responsible for P&L for all Cloud Managed Services (50% of total revenue)

• Promoted to VP within 9 months.
• Revenue doubled during first year.
• Managed all Cloud Support operations from L1 to L3.
• Instrumental in taking company from Startup to Growth stage
• Immediately scaled M365 CloudOps team to support large contract, from two part-timers to three full- time staff.

• Built IT Managed Service Provider practice from scratch
• Managed all sales activity, technology strategy, and vendor relationships
• Services included Remote Monitoring and Management, Strategic Planning, Remote and On-premise support, and Network Design
• Managed entire quote-to-cash process, and coordinated all IT projects
• Developed preferred technology stack consisting of Windows, Office 365, and AWS.