Mark Paragi

Background

About Mark Paragi

A technical support leader with more than 10 years of experience in the B2B space for technical implementation and support. Team builder who focuses on the customer outcomes and the guidance to grow individuals in critical thinking and problem solving. Collaborator and clear communicator who drives teamwork with the customer, other departments, and relevant third parties to drive the best solution.A tech enthusiast since grade school, I taught myself the fundamentals of programming and was captivated by the rapid advancement of PC technology. This passion for technology, combined with my love for leadership and personal growth, has shaped my career and allowed me to assist customers in resolving their technical challenges.As a leader, I've found that technical professionals often need guidance on how to maximize their efforts, advance their careers, and see the big picture. I thrive on providing this guidance, coordinating efforts with customers, and allowing my team to focus on applying their talents.With over 9 years of experience at Dell Technologies, I've managed a team of up to 18 enterprise support engineers for data center storage. I've facilitated customer and account team escalations, developed my team through supporting metrics, and obtained meaningful training to optimize their career paths.In my role as a Project Manager at Digital River, I managed multiple customer-facing SaaS implementation projects, adhering closely to budget and delivery expectations. I simplified and standardized processes to reduce start to launch times by 50%, bringing revenue back to the organization more quickly.I love working with a team to increase productivity, devise efficiencies, and untangle stubborn or vexing challenges. I enjoy partnering with customers to find elegant solutions that meet their set of needs. My favorite days are when team members achieve the next step in their journey and when customers thank us for making their work easier.With a Master's degree in Business Administration and certifications in ITIL Foundation Level, Certified Manager, and Generative AI Fundamentals, I am well-equipped to lead teams and drive positive customer experiences.