Michael Cunanan
Principal Problem Manager, Global Service Operations at Pegasystems | Everett, Washington, United States
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Michael Cunanan is a seasoned IT Service Management (ITSM) professional currently serving as the Principal Problem Manager within Global Service Operations at Pegasystems. With a robust background in Problem Management, Michael excels in leading cross-functional teams to conduct comprehensive Root Cause Analysis (RCA) investigations on major incidents that disrupt application, service, and infrastructure deliveries. His expertise lies not only in identifying the underlying causes of issues but also in implementing effective solutions that enhance service reliability and operational efficiency.
At Pegasystems, Michael is instrumental in maturing the Problem Management service, ensuring that best practices are adopted and continuously improved. One of his key projects involves the development and implementation of a Known Error Database, which serves as a vital resource for the organization to track and manage known issues efficiently. By maximizing learnings from each incident, both locally and systemically, he fosters a culture of continuous improvement across the organization.
Michael's strategic approach to problem management includes meticulous tracking of all remediation efforts to closure, thereby preventing future incidents and minimizing operational disruptions. His skills in IT management, system administration, and service delivery enable him to navigate complex challenges effectively, making him a valuable asset to Pegasystems. With a commitment to excellence and a passion for driving operational success, Michael Cunanan continues to elevate the standards of Problem Management within the ITSM landscape. Feel free to reach out to him at [email protected] for insights or collaboration opportunities.
Principal Problem Manager, Global Service Operations at Pegasystems in August 2022 to Present
Principal Problem Manager, Service Delivery at Dell Technologies in April 2021 to April 2022
Problem Management Quality Lead, Enterprise IT Operations at Boeing in January 2019 to April 2021
Problem Management Team Lead, IT Product Systems at Boeing in July 2017 to January 2019
Problem Manager, Production Operations at Boeing in November 2014 to July 2017
Problem Manager, IT Operations at Boeing in April 2011 to November 2014
Service Integrator & Knowledge Manager, IT Operations at Boeing in February 2006 to April 2011
Enterprise Help Desk Analyst, IT Operations at Comforce Recruitment in November 2004 to January 2006
Outage Technician, IT Help Desk at AT&T in June 1999 to March 2004
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Root Cause Analysis
Problem Management
Problem Solving
IT Service Management
IT Operations
ITIL
Process Improvement
Software Documentation
Incident Management
Troubleshooting
Integration
BMC Remedy
Service Desk
Configuration Management
Technical Writing
Visio
SharePoint
Testing
Systems Thinking
Knowledge Management
Technical Support
Windows 7
Networking
Cross-functional Team Leadership
Service Integration
System Deployment
Analysis
Help Desk Support
Disaster Recovery
XP
Computer Hardware
Vendor Management
Requirements Analysis
Information Technology
Software Installation
SDLC
Documentation
Call Center
Security
Blackberry Enterprise Server
Leadership
Active Directory
Servers
IT Management
System Administration
Call Centers
VPN
Service Delivery
Microsoft Exchange
Operating Systems
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Discover more about PegasystemsWhat is Michael Cunanan email address?
Email Michael Cunanan at [email protected]. This email is the most updated Michael Cunanan email found in 2026.
How to contact Michael Cunanan?
To contact Michael Cunanan send an email to [email protected].
What company does Michael Cunanan work for?
Michael Cunanan works for Pegasystems
What is Michael Cunanan's role at Pegasystems?
Michael Cunanan is Principal Problem Manager, Global Service Operations
What is Michael Cunanan's Phone Number?
Michael Cunanan's phone (206) ***-*253
What industry does Michael Cunanan work in?
Michael Cunanan works in the Software Development industry.
Michael Cunanan Email Addresses
Michael Cunanan Phone Numbers
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