IST Management Services:
FM Operations Team
Gerard is an operations manager supporting the DC, Maryland and Virginia area. He has over 10 years of operations and facilities management in legal, corporate and financial markets. He has extensive experience in site operations, project management, client relations, team building and onboarding of outsourcing services. He earned his Bachelor of Science degree in Economics from the College of Staten Island and is currently pursuing an M.B.A. in management at Stayer University.
David comes to IST with over 16 years of facilities management experience including 14 years with IKON Office Solutions. While at IKON, he was a five-time President’s Club Award winner and was also a two-time winner of the Service Excellence Award. David was also the 2010 United Way Champion for the IKON Office Solutions Southern New England Region raising a record $43,000 in a two week period through pledges, fundraisers and donations. David is very active in the community coaching youth football and basketball. David joined IST in March, 2011 as a regional operations manager for the IST Connecticut, New York, western Massachusetts and Pennsylvania market.
Darrin Brennan is the regional operations manager for the Dallas region. He has over 16 years of operation management experience including 13 years in facilities management and office services. Darrin worked 12 years with Oce (formerly Archer Management Services). While with Oce, he was a President’s Club winner for 7 years and received the Highest Client Retention Award in 2007 and 2009. Darrin joined the IST Dallas team in 2010. He received a double degree in business management at the University of North Texas specializing in strategic management and personnel relations.
Quintin is a manager of operations within the Chicago market. He comes to IST with over twenty plus years of experience in FM services. The majority of this tenure was acquired while working in various operational roles with Pitney Bowes Management Services (now known as Novitex Enterprise Solutions). His experience includes both legal and corporate clients of all sizes. Key services managed span from the traditional distribution & document production to other specialty services such as concierge type hospitality, records management and litigation support. During his career he has received many awards for a dedication to client satisfaction and enjoyed positive productive relationships with peers, vendors and staff.
Kimberly DeGrasse is an operations manager for IST in Louisiana. Kimberly started in facilities management industry in 1997. She began her career with IKON, managing a legal account before being promoted to an integrated account manager and expanding her experience with higher education, healthcare and corporate accounts. Kimberly joined IST to continue her career in facilities management with an outsourcing company that focuses on the highest degrees of service available.
Dennis Dougherty joined IST’s Operations Team in January of 2011 bringing with him over 16 years of facilities management experience while spending over 13 years with Canon Business Solutions in a variety of roles including site supervisor, training manager and his current position as regional operations manager overseeing the Mid-Atlantic and Southern regions.
Jose Gomez is a regional operations manager servicing the San Antonio, Austin and Houston, TX markets. He has over 25 years of experience in facilities management operations including 19 years with Pitney Bowes Management Services. While, with Pitney Bowes he was a PB1 Leadership Award winner, National Summit Club award winner, Account Manager of the Year and selected by all Regional Vice Presidents to participate in the National PBMS “Diversity Leadership Development Program”. Jose spent 5 years as an area operations director managing commercial accounts in Dallas/Houston markets. He attended the University of Texas at San Antonio, majored in business administration.
Kimberly Hamamoto is the operations manager for IST Management Services in the Los Angeles area. She started with IST Management Services in August, 2009 as a service specialist. During her time with the company, Kimberly has held several positions with increased responsibility including an implementation manager position for the last two and half years. She earned her bachelor of arts degree in history and business minor from California Polytechnic State University. She also holds an associate of arts degree in hospitality management.
Erik is the operations manager supporting the Denver area in the Rocky Mountain region. He comes to IST with over 20 years of mail and operations management experience. Erik has served as a national speaker for the Mail Systems Management Association (MSMA) and National Postal Forum (NPF) where he presented and promoted industry best practices. Most recently Erik served as General Manager of Rocky Mountain Mail Services (RMMS) where he was responsible for managing daily operations and processing over 15 million mail pieces annually. Prior to RMMS Erik worked as the Area Operations Manager for The Millennium Group where he managed multiple engagements and over 100 associates. Erik also served 4 years with the US Navy as an Operations Specialist where he was deployed in Desert Storm. Erik stays active in the local community where he volunteers his time as a Big Brother and serves as an executive board member for the Hispanic Annual Salute.
Drew has over 28 years of progressive experience in the Operations and Client Services field. He has held positions of increasing responsibility, including senior level management positions within the Retail, Commercial, Legal and Outsourcing markets. Most recent responsibilities included managing two of Novitexs’ industry verticals – State & Local Government and Legal. His core competencies include relationship management, operational effectiveness, strategy and implementation of customer objectives and employee development. Drew brings a wealth of expertise and in-depth knowledge of operations, sales, management and strategy in the Client Services world.
Drew has an extensive professional portfolio that includes serving as an Assistant VP/ Divisional Sales Manager at Edison Brothers Stores Inc., and senior executive roles at PBMS/ Novitex. He holds a Business Administration Degree with a major in accounting from Mohawk Valley Community College and Syracuse University, in Upstate New York.
Mike has over 12 years of experience with IST Management Services, having begun his tenure with the company in 1999 as a service specialist. Since then, Mike has taken advantage of the career advancement opportunities offered to him by IST, and has worked his way up to his current position as operations manager. In this position, he leads the transition of our new accounts, oversees and ensures a smooth transition to our day to day IST operations. As part of the operations team, providing support to a variety of accounts, primarily those based in the New York City area.
David joined IST in July 2011 as a Site Manager. He was quickly promoted to operations manager in January 2012. Prior to joining IST, David worked for Pitney Bowes Management Services for 16 years in a variety of roles. His operations support experience includes servicing clients in the legal, corporate and financial industries. David has extensive experience in legal site operations, litigation support, copy, mail, fleet management and employee training and development. David has been consistently recognized as a top performer with respect to service delivery, operations and customer satisfaction.
Bill is the national director of operations. He comes to IST with over 15 years of facilities management and outsourcing experience with Merrill Corporation. Prior to leaving Merrill as the operations manager for both the Minneapolis and the Chicago markets, he held roles as the national employee recognition program leader and regional account implementation lead. Bill has extensive legal operational experiences supporting records management, on-site litigation support and printer fleet management. Prior to his Merrill tenure, Bill served 4 years with US Navy supporting supply and logistics operations within the European Theater and the Persian Gulf. Bill joined IST in the fall of 2013 and resides in Atlanta, GA with his wife and two daughters.
Mark joins IST with over 18 years of facilities management experience. Mark previously worked at DTI as an operations manager covering 14 accounts in the legal and financial verticals. Mark has managed litigation production, mail services delivery, copier fleet management as well as reception and hospitality services. He brings extensive experience in the legal, fashion, publishing and financial markets to IST. Mark lives in Wayne, NJ with his wife Denise and they have one son, Ryan.
Denise Lott is the operations manager servicing accounts in the Houston, TX market. She started with IST Management Services in January 2011 as a Site Manager. In 2015, Denise increased her role within the company as an On-Site Manager with responsibility for several accounts in the Houston area. Most recently as of 2016, she has taken on additional responsibilities as an Operations Manager. Denise has over 25 years experience in facilities management operations including 19 years with Pitney Bowes Management Services. While at Pitney Bowes, she was awarded Site Manager of the Year, was the 2009 ZAC Safety Committee Chairperson, a Trainer for Train-the-Trainer as well as selected by PB to participate in the National Diversity Leadership Development Program. Denise attended Texas Southern University in Houston with a major in Psychology. Denise and her husband have been married for 31 years. They have two daughters and three grandchildren.
David McElhinney is the regional operations manager with IST covering the Eastern Ohio and Western Pennsylvania markets. David joined IST Management in 2008 as an operations manager in Pittsburgh, PA. David was promoted from operations manager to regional operations manager in September of 2012. David has over 16 years of facility management and legal document services experience. Prior to joining IST, David spent 5 years with IKON (now Ricoh) as an account manager and operations manager supporting the Pittsburgh market. Prior to that, David spent 3 years with Allegheny Technologies (formerly Allegheny Ludlum) as an outside sales representative in Los Angeles, CA and Detroit, MI. David has a bachelor of science degree in marketing from Lehigh University and resides in Pittsburgh, PA with his wife and 3 children.
Charlie Merritt is a National Director of Operations for IST Management Services. Charlie has over 20 years of management experience in legal, finance, corporate, education, government and various other vertical markets. Charlie joined IST in June of 1999 as an entry level service specialist. He rose quickly through the ranks, serving in almost every field FM position. Charlie lives in Atlanta Georgia with his wife, two sons and daughter.
Donna joined IST in March of 2014. Donna has over 20 years of management experience in the medical, legal, insurance, education and financial industries. For the past ten plus years, Donna worked for Ricoh (formerly IKON) as an integrated account manager managing 12-15 accounts at any given time throughout Missouri and Illinois. Prior to Ricoh, Donna worked for GE Financial Services and Southwestern Bell where she was also a customer service trainer. Donna was a recipient of all of the major awards including Employee of the Year, Manager of the Year and IAM of the Year.
During her free time, she enjoys being in the woods, building new trails, leading cave tours, participating in clean steam and/or educating others in conservation. She is a Missouri Master Naturalist and President of the Franklin County Chapter. She lives in Fenton, Mo with her husband, Greg. They have four children and six grandchildren.
Tom O’Hara is a senior implementation manager for IST Management Services based out of the Boston area. Having begun his tenure with the company in 2008 as a service specialist in Atlanta, Tom has since taken advantage of the career advancement opportunities offered to him by IST and worked his way up to his current position as an implementation manager. In his current role Tom leads the transition of new accounts focusing on customer excellence. Tom joined IST to begin a career in facilities management with a company that focuses on the highest degrees of service.
Armen Oozoonian has been in operations, mail, shipping and receiving, and facilities management since 1998 including 11 years with Pitney Bowes Management Services. While at Pitney Bowes, he was responsible for FM operations with Fortune 100 companies in southern California and two national accounts. While at Pitney he was a 4-time PB 1 conference winner and received several awards for sales and operational excellence. In addition, he has a wealth of knowledge in package and delivery operations from his 13 years at FedEx where he was the senior manager of one of the largest express operations in the FedEx system, and 2 years at corporate express same day delivery where he managed California operations. Armen has a bachelor of science degree in political science from Suffolk University.
Juan Ospina is the IST operations manager servicing the Miami area in the South Florida region. He has over 14 years of facilities management and legal document services experience. He started with IST in January 2014 and was promoted to an operations manager position on June 2015. Prior to joining IST, he managed his own litigation support and e-discovery company for over 8 years, where he provided services for most of the large litigations law firms in the Miami-Fort Lauderdale area. Most recently he spent 4 years as part of the onsite management team at The Millennium Group. He resides in Doral, FL with his wife Darlene and their two daughters Juliana and Valeria.
Steven is the operations manager for IST Management Services in the Chicagoland area. Prior to IST, he has had 15 years of facility/operational experience in the industry with Pitney Bowes and ARO. Was responsible for multiple account across the country (legal and Commercial). Steven started in this profession as a site manager and rose through the ranks as an operations manager.
Steve is very conscience of the customers’ needs and know what it takes to make sure his sites are running at a high level. He works well with his employees by bringing out their best. He is dedicated to getting things done right the first time.
Tim Richardson is vice-president, operations for IST Management Services, specializing in project management, systems, procedures and technology enhancements while managing the operations of all IST sites throughout the U.S. He is also responsible for expanding client services, maintaining customer relationships and partnering with IST’s information technology department to enhance products and services. Prior to his promotion to vice-president of operations, Tim was the national director of operations.
He joined IST in 1999 as a service specialist and rapidly rose through the ranks, a true testament to IST’s career advancement opportunities. Tim lives in Atlanta, Georgia with his wife and growing family.
Charlie is the regional operations manager for the DC, MD and VA region. Charlie brings over 30 years of leadership experience in facilities management, mail management, records management, and project management to IST. He most recently served as a director of operations for BrightKey, Inc. where he was responsible the operations management of multiple government and commercial contracts covering seven states and managing over 200 employees. Previously he served as a project manager for HeiTech Services, Inc. focused on several large records management projects for the FDA.
Charlie served in the US Army for over 28 years and retired in 2013. His most recent assignments were as a regional director of operations and training for several US Army recruiting brigades. Charlie earned an MBA from Liberty University and holds a BSBA from Franklin University. Charlie is also a certified Six Sigma Black Belt, ISO 9001 Internal Auditor, NARA Federal Records Manager, member of MSMA, and a speaker at MailCom events.
Nelson is an operations manager for IST Management Services supporting the Washington DC, Maryland, and Virginia areas. Nelson has over 30 years of experience in facilities management services in various size operations in the legal, financial, education, media, and health care industries. He managed and oversaw services in mail and print production centers, fleet and manage print services, hospitality, receptionist, records, and scanning services. Designed floor plans for new and existing mail and reprographic operations, realigned space to create a more efficient workflow and reduce real estate costs.
Prior to joining IST, he worked eight years for Swiss Post Solutions, twenty years for OCE Business Services (formally known as Archer Management Services) and five years for Pandick Technologies Inc. While working at Swiss Post Solutions, in 2012 he relocated to the Mid-Atlantic Region from New York City to oversee operations. Throughout his career he has held various positions as Client Director, Area Manager, Implementation Project Manager, Analyst, and On-site Manager. He is known for building a strong partnership and relationship with clients and on-site employees. He has also earned several awards for providing exceptional managerial and customer service. He resides in Maryland with his wife, son, and daughter.
Andrea Sesma has over 15 years experience in facilities management and legal document services. She has managed on-site services including: copy, mail, fax services, records management, receptionist, as well as many other office support functions. Andrea has experience working for Oce Business Services, Bowne Business Solutions, and Infincom in both operations and management positions. After many proven years of experience, she joined IST Management Services as operations manager in 2010 and resides in Phoenix, Arizona.
Bryan is an Implementation Manager based out of the greater Philadelphia area. He has been with IST since 2011. After 4 years he worked his way to becoming the Site Manager to the largest account in his region. During his tenure as a site manager Bryan assisted in the growth and changes within his account as the client expanded their campus. After 8 years with IST Bryan used his experience and became an Implementation Manager. Using his knowledge from the inner workings of IST, Bryan brings a unique perspective and provides a detailed oriented mindset towards service.
Steven Smith is a regional operations manager servicing the greater bay area and northern California regions. Steven worked for Oce Business Services / Archer Management for 13 years and started as a supervisor working his way to site manager and then account manager. While with Oce he was one of the first to take his account nationally then internationally. Steve excels at working with all levels of staff and bringing out their best. Steve joined IST with the desire to continue this tradition and assist in growing the western region.
Michael Tirri is the Regional Operations Manager for IST Management Services for the New York region. Michael was promoted from an Operations Manager in July 2016 and has managed a wide variety of sites in many different industries including Fashion, Law, Insurance, Internet start ups as well as Advertising and PR firms. He has over 20 years of operations, facilities, and management experience. Michael Tirri lives in the Borough of Haledon, NJ where he served his community for 12 years elected to public office managing everything from million dollar budgets to acting as the Police, Fire and Office of Emergency Management Commissioner. From 1993 - 2005 he worked as an Officer to the JPMorgan Private Bank managing a global graphic design and print production department, he then implemented and personally oversaw a digital print facility for the County of Passaic, NJ. In 2008, Michael began working for DTI managing a staff of 41 in a large NYC law firm encompassing mail, copy, loading dock, records, reception and many other on-site operations before joining IST in April 2013. Michael attended Berkeley College where he established the first ever Alumni Association and served as the first President.
Joe is the Regional Operations Manager for IST in the Greater Boston Area, responsible for IST’s Business Process Outsourcing clients and staff, ensuring the staff in those locations is committed to providing the highest level of service to our clients. Joe has over 20 years of Operations Management experience, most recently spending 4 years as the Operations Manager in New England for DTI/Epiq. Previous to that, Joe worked at a large law firm in Charleston, SC for 7 years, where he was recognized as Site Manager of the Year in 2009. Once in Boston, he managed Sites that were recognized as Site of the Year for DTI/Epiq in 2015 and 2016. Originally from Atlanta, Joe attended The Citadel in Charleston, SC, where he was a member of the Honors Program, and was also a Citadel Scholar.
Robert Vecchia is an Operations Manager for IST in the greater Boston area. Prior to joining IST, Robert spent 21 years at Novitex Enterprise Solutions (formally PBMS) and held various positions during his tenure there including Project Manager, Site Manager and Area Account Manager. Robert was the recipient of the PBMS Exempt Employee of the Year award and was selected to the PBMS Regional All Star Team. He began his career with 18 years of operations experience with Blue Cross & Blue Shield of Massachusetts prior to joining PBMS. Robert was appointed to Blue Cross’s Print to Mail Team that worked closely with the USPS to barcode and presort all outgoing mail resulting in $1,000,000 postage savings annually. Robert resides in his home town of Winthrop, MA. with his wife Christine and has 2 sons.
Ryan Wagner is an Operations Manager for IST in the Twin Cities area of Minneapolis and Saint Paul. Prior to joining IST, Ryan spent 16 years at Novitex Enterprise Solutions (formally PBMS) and held various positions during his tenure there including Regional Manager, Project Manager and Site Manager. Ryan resides in Hudson, WI. with his wife April and two children, Ernie and Zoey.
Susan has over 37 years in facilities management with a background in mail, copy, building services and food service. Susan began her career at Blue Cross and Blue Shield of Florida with 29 years in their facilities management division. Susan worked with both IKON and Oce before joining the IST Team over 6 years ago. Susan began with IST as a site manager and then was promoted to regional operations manager of Florida. During this time Susan has worked in both corporate and legal. In 2010, Susan received the Implementation Excellence Award.
Debbie is the IST regional operations manager for Tennessee, North Carolina and South Carolina. She is a veteran of Facility Management with over 20+ years of operational, real estate, construction and office services experience including several years as an IST Management client. Debbie’s strategic orientation and operation experience provides her with expertise to work within complex, evolving work environments to promote and service client relations.
For over 15 years, she was with Affinion Group, where she advanced from Office Services Manager, to Sr. Manager and ultimately to Director of Office Services, managing multiple North America facilities including liaison for their international sites. She co-chaired the Charitable Contribution Committee granting almost $1MM to charities that benefited children. She received a Standing Ovation award for integrating and collaborating with internal stakeholders and business units on restack efforts and corporate renovations for Member Operations.
Gregg Whitis joins IST as an operations manager in the Chicagoland area. Gregg has over 18 years of Facility Management experience. Gregg joined Pitney Bowes as an assistant site manager and steadily rose through the organization to his final role as area operations manager supporting a wide spectrum customer and services. While at Pitney Bowes, Gregg was a multi-year winner of both the PB 1 award and the All-Star conference.
Gregg currently lives in Lindenhurst Il with his wife Amy and their three children, Andrew, Emily and Ashley.
Mark joined IST in October 2014. He has worked in the facilities management industry for over 25 years. Most recently, he worked with Pitney Bowes Management Services where he served in various capacities including Service Delivery Manager, National Operations Manager and as a member of their Six-Sigma National Quality Team. Although Mark has worked with a very diverse clients list, he has spent the last 17 years focusing on the legal vertical market where he has managed some of the largest law firms in the United States. Mark's scope of coverage included NYC, Long Island, South and Central New Jersey; he also supported a number of his client's national and international offices.
In addition to his many years of experience, Mark brings to IST a great sense of community and a commitment to serve. He has been awarded the Police Athletic League's Volunteer of the Year, and Coach and Mentor of the Year for Positive Direction Inc.