Mark Maceluch
Systems Analyst & Customer Support
Montreal,QC
Summary
Providing over two decades of Support Services, Sales Team Support, Client Online Training, Application Support and IT experience,
Overview
33
33
years of professional experience
Work History
Analyst & Lead Customer Support
Canada Croissance de Ventes (TendersPage)
02.2020 - Current
- Engaged in daily product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Queried databases of over 53,000 sources for information needed by sales team and clients for report processing.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Supported company expansion efforts through careful market research and competitive landscape assessments.
- Assessed data modeling and statistics to integrate high-level business processes with data rules.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided primary customer support to internal and external customers.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Actively participated in team meetings, offering insightful suggestions that led to innovative problem-solving strategies.
- Led educational training seminars and product demonstrations.
- Managed onboarding and training initiatives for clients.
Project Analyst & Senior Advisor / Selection Services
Technology Evaluation Centers (TEC)
08.2011 - 02.2020
- Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times and consistent development quality.
- Contributed to successful project outcomes by providing accurate forecasts and risk assessments.
- Facilitated effective problem-solving sessions, leading to timely resolution of issues impacting project success.
- Collaborated with cross-functional teams to ensure seamless integration of project components.
- Built lasting and collaborative partnerships with individuals both within and outside of company.
- Wrote customized project proposals, taking into account customers' budgets, production schedules and business goals.
- Supported data-driven decision-making with thorough research and analysis of relevant information.
Director of Business Development / IT distributor/services
Consultant
08.2012 - 12.2013
- Increased client base by developing and implementing effective business development strategies.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Enhanced company''s market presence through targeted networking events and relationship building.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Cultivated strong relationships with key stakeholders both internally and externally to optimize collaboration efforts across departments.
- Secured new partnerships by identifying and pursuing potential collaborators within various industries.
Senior Account Executive / Trusted Advisor
Insight Canada
06.2008 - 06.2011
- Utilized CRM tools effectively to manage client information and track progress on accounts, leading to more accurate forecasting and pipeline management.
- Increased account retention by building strong relationships with clients and addressing their needs promptly.
- Consistently met or exceeded monthly sales quotas through diligent prospecting efforts and effective closing techniques.
- Cold called prospects to explain partnership benefits, representing company values.
- Contributed to annual revenue goals by selling new services and developing new accounts.
Lead Systems Administrator
UCC (Ukrainian Credit Union)
06.2007 - 06.2008
- Performed daily operations of primary banking system, amongst all branches and ATMs.
- Audited full financial transactions of banking system daily.
- Monitored cybersecurity and breach attempts
- Ensured seamless communication between departments through the installation, configuration, and maintenance of communication systems such as email servers and banking solutions.
- Supported end-users by troubleshooting issues related to hardware devices, software applications, networking equipment or other technology components that impacted daily work functions.
- Assisted in the creation of IT policies and procedures that provided guidance on various aspects of technology use within the organization.
- Managed vendor relationships for hardware procurement, software licensing renewals, and ongoing support contracts to optimize costs while maintaining quality service levels.
- Conducted regular audits of user access rights to ensure adherence to least privilege principles and compliance with internal security policies.
- Enhanced system performance by implementing and maintaining server infrastructure, ensuring minimal downtime and optimal efficiency.
Senior System Analyst / Senior Systems Engineer
Thomson Learning - Prometric and NETg Product Development Technology (R&D) Dept.
01.2000 - 05.2007
- Collaborated with cross-functional teams to develop and implement effective IT solutions for business needs.
- Conducted thorough systems analysis to identify areas for improvement, leading to increased efficiency across the organization.
- Created all troubleshooting documentation and distributed it to team members and key stakeholders.
- Evaluated emerging technologies and recommended strategic upgrades for increased productivity.
- Worked in datacenter maintaining over 900 physical servers.
- Assisted in the management of server operations in Singapore, Hong Kong, UK, India and other international locations.
Senior System Analyst / Pre & Post Sales / Project Lead
General Physics Learning Technologies Division
11.1995 - 12.1999
- Evaluated emerging technologies and recommended strategic upgrades for increased productivity.
- Boosted trainee performance by implementing follow-up support services, including post-training assessments and ongoing coaching as needed.
- Implemented e-learning platforms that allowed clients to access online resources, increasing flexibility in scheduling and completing coursework at their own pace.
- Evaluated clients'' needs and tailored course content to address their specific requirements, ensuring relevant and effective learning experiences.
- Enhanced IT training programs by incorporating practical, hands-on activities and real-world scenarios.
- Stayed current with industry trends and advancements through regular professional development, maintaining cutting-edge expertise in IT training methodologies.
System Analyst / Courseware Multimedia Author
Info JED Inc.
02.1994 - 10.1995
- Collaborated with publishers and editors to ensure timely delivery of high-quality content for publication.
- Developed customized software solutions for diverse clients, resulting in increased satisfaction and repeat business.
- .Streamlined workflows by creating reusable code libraries for common functions and features across multiple projects.
Associate Software Engineering Technician
Paramax Systems Canada (a UNISYS company)
02.1993 - 02.1994
- Streamlined workflow within the team through effective communication and collaboration with engineers, technicians, and management.
- Developed software for internal use amongst engineers
President, Computer Security Consulting
C.S.P.O.
01.1991 - 12.1992
- Reviewed violations of computer security procedures and developed mitigation plans.
- Safeguarded company assets by maintaining security systems for computer systems.
Education
Symantec Storage Foundation Certification -
IBM DB2 Certificate -
NET+ by Prometric In-house Training Networking -
MCSE - Core Technology Admin by Wave Technologies -
Reston, VASaba certified by Saba -
San Francisco
Canadian Securities Institute -
Montreal, QCCSE Certified - Cisco Sales Expert -
01.2010
D.E.C Programmer Analyst -
Herzing College
Montreal, QC01.1993
BFA transitioned to BCS -
Concordia University
Montreal, QC01.1988
D.E.C. Communications -
Vanier College
Montreal, QC01.1986
Skills
- Analytical Thinking
- Team Collaboration and Leadership
- Documentation And Reporting
- Data Research and Validation
- Onboarding and training
- Customer Support and Services
Recognition
- Introduced lead Enterprise clients: Softchoice, Canadian Tire, Shoppers Drug Mart
- Million Dollar Deal Club – Winning and managing $1+ million projects
- Pride “Peer Award” for outstanding contribution to Thomson
- Nominated “Employee of the Year”
Business Profile
http://www.linkedin.com/in/markmaceluch, mmaceluch@yahoo.com
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Analyst & Lead Customer Support
Canada Croissance de Ventes (TendersPage)
02.2020 - Current
Director of Business Development / IT distributor/services
Consultant
08.2012 - 12.2013
Project Analyst & Senior Advisor / Selection Services
Technology Evaluation Centers (TEC)
08.2011 - 02.2020
Senior Account Executive / Trusted Advisor
Insight Canada
06.2008 - 06.2011
Lead Systems Administrator
UCC (Ukrainian Credit Union)
06.2007 - 06.2008
Senior System Analyst / Senior Systems Engineer
Thomson Learning - Prometric and NETg Product Development Technology (R&D) Dept.
01.2000 - 05.2007
Senior System Analyst / Pre & Post Sales / Project Lead
General Physics Learning Technologies Division
11.1995 - 12.1999
System Analyst / Courseware Multimedia Author
Info JED Inc.
02.1994 - 10.1995
Associate Software Engineering Technician
Paramax Systems Canada (a UNISYS company)
02.1993 - 02.1994
President, Computer Security Consulting
C.S.P.O.
01.1991 - 12.1992
Symantec Storage Foundation Certification -
IBM DB2 Certificate -
NET+ by Prometric In-house Training Networking -
MCSE - Core Technology Admin by Wave Technologies -
Saba certified by Saba -
San Francisco
Canadian Securities Institute -
CSE Certified - Cisco Sales Expert -
D.E.C Programmer Analyst -
Herzing College
BFA transitioned to BCS -
Concordia University
D.E.C. Communications -
Vanier College
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