Frank Demaio

About Frank Demaio

I’m a passionate IT Service & Operations Leader with 20+ years of experience helping organizations resolve high-severity incidents, eliminate root causes, and elevate service performance through ITIL-aligned practices and smart automation. From stabilizing enterprise environments to building high-performing incident and problem management functions from scratch, I bring a strategic, hands-on approach to service excellence.Throughout my career, I’ve led global IT support operations spanning over users and locations, cutting P1 resolution time from 7+ hours to 2.3 hours, increasing first-call resolution to over 90%, and driving a 256% surge in knowledge article creation. Certified in ITIL and Six Sigma, and a ServiceNow System Administrator, I specialize in aligning ITSM programs with business outcomes while developing and coaching teams to consistently outperform expectations.In addition to my work in IT, I’m a published author of \"Loss to Boss: How to Turn Job Loss into a Comeback\"(Great Point Publishing, 2025), a motivational and practical guide for professionals navigating career setbacks and reinvention. It’s part of my broader mission to empower people—technically, professionally, and personally.Let’s connect if you\'re passionate about elevating service delivery, leading through change, or creating operational resilience that drives business growth.

Experience

1. Senior Information Technology Manager

   Insource Services, Inc.

   Jan 2026 — Present

   Advise client organizations on IT operations, systems, and strategy, acting as a trusted partner to senior leaders while delivering complex consulting engagements aligned to business goals. Lead consulting teams and oversee project execution, staffing, budgets, and performance, ensuring consistent delivery, strong margins, and exceptional client experience. Collaborate with executive leadership to strengthen the IT consulting practice through process improvement, staff development, vendor management, and strategic planning initiatives.

Education

• Rensselaer Polytechnic Institute

  Bachelor of Science, Management; Management Information Systems

  1995 — 2001

• New Paltz Senior High School

  Regents Diploma

  1991 — 1995

Skills

• Application Performance Management
• Compuware Vantage
• Troubleshooting
• IT Management
• Performance Management
• Process Improvement
• Network Administration
• Itil
• Itil V3 Foundations
• Itil V3 Service Operations
• Six Sigma Green Belt
• Cisco Certified Network Associate
• Monitoring Performance
• Business Analysis
• Ccna
• Cisco Technologies
• Disaster Recovery
• IT Service Management
• Incident Management
• Leadership
• Management
• Networking
• Unix
• Vendor Management
• Dns
• Information Technology
• Business Process Improvement
• Problem Management