Innovative, results-oriented individual with a comprehensive background in Service Delivery. Creative and highly motivated with strong problem-solving skills, communications skills, and Executive-Level customer service skills. Successful track record in driving process improvement initiatives that positively impact business growth and improve customer satisfaction. Possess a proven ability to design and implement strategies and tactics to drive significant improvements
Innovative, results-oriented individual with a comprehensive background in Service Delivery. Creative and highly motivated with strong problem-solving skills, communications skills, and Executive-Level customer service skills. Successful track record in driving process improvement initiatives that positively impact business growth and improve customer satisfaction. Possess a proven ability to design and implement strategies and tactics to drive significant improvements in operational performance, and employee satisfaction.
IT Client Services Manager @ * Coach, mentor and lead a team of 16 Freedom FTE’s. * Instrumental in integration of newly acquired companies and new branches, from planning thru execution. * Work with IT Director to define the company's KPIs, processes and procedures. * Develop new and maintained vendor relationships, instrumental in contract negotiation process,relationships that resulted in over half a million dollar savings so far. * Develop and optimize essential processes and workflows with a metrics driven approach to efficiently support operations such as: timely communication, escalation, prioritization of tickets, SLAs etc. * Manage designated projects including development of project documentation, coordination and execution of project plans. * Ensure staff meets all regulatory requirements, comprehends and complies with best practices, professional standards, internal policies and procedures. * Identify opportunities to simplify, enhance and improve current systems and processes. * Review existing vendor partnerships; convene with prospective business partners for better solutions and cost savings. * Responsible for the setup and management of remote offices. * Plan and execute large projects such as companywide laptop encryption, Windows7 upgrade, Printer security etc. * Monitor ticketing system; perform (RCA) root cause analysis on SLA failures and repetitive requests. * Identify opportunities to simplify, enhance and improve current systems and processes. From January 2013 to Present (2 years 8 months) MT Laurel NJTechnical Services Manager @ * Coach, mentor and lead a team of 65 DELL FTE’s nationwide. * Accountable for setting up and managing a newly added Dell account (NASDAQ) resulting in hiring 7 dell FTEs and 3 contractors in 6 nationwide locations. * Responsible and Accountable for staffing requirements by acting as liaison between Agency partners and Clients’ Management in presenting of qualified candidate(s); assist with the on boarding process. * Identified problematic trends and developed corrective action. * Perform (RCA) root cause analysis on SLA failures and repetitive requests. * Conduct regular meetings with Citi and NASDAQ management regarding environment and operational concerns and possible business opportunities. * Conduct monthly 1 on 1 discussion to address possible issues and ensure technician is on track to reach long/short term goals. * Accountable for Annual completion of all Dell Ethics and Compliance courses and Exam reimbursement. * Accountable for projects - i.e. printer OEM project that consisted of hiring 4 OEM certified technicians. * Point of contact for complex technical issues. * Initiated and managed Citibank and NASDAQ SharePoint and DOSD accounts. From 2010 to 2012 (2 years) RemoteLead Technical Support Specialist @ * Plan the work, delegate effectively and follow up with staff, providing support and guidance. * Accountable for executive level support for senior level users. (CFO,CTO,CEO) * Delivered unparalleled technical support, coached and mentored staff members. * Managed a team who consistently maintained SLA above 99%, conducted ticketing system workflow and provided report to management along with process improvement steps as necessary to meet and exceed SOW. * Monitor and perform ticket quality checks of daily ticket activity and technician’s workload. * Managed escalations; utilized customer satisfaction surveys to identify and improve customer experience. * Worked with Dell PMO and Citi Management to identify gaps in service; developed corrective action plans that improved process efficiency. * Project manager on projects such as Pointsec Encryption, Thin Clients and DSI. * Instrumental in the development and execution of the INSOURCE Tiger Team for the Assumption of Service for Citigroup nationwide, conducting over 1300 interviews and resulted in the hiring of 251 new employees. From 2008 to 2010 (2 years) long Island City NYLead Technical Support Specialist @ * Lead Tech accountable for 9 Citibank sites nationwide and support to over 1500 users. * Travelled to sites to manage projects; i.e. E-mail migrations, PC refresh, and site lockdown. * Assessed sites, and recommended changes or additions to network. * Monitor and perform ticket quality checks of daily ticket activity and technician’s workload. * Point of contact for complex technical issues. * Perform (RCA) root cause analysis on SLA failures and repetitive requests. From 2006 to 2008 (2 years) Englewood Cliffs NJRemote Technical Support Specialist @ * Provided remote technical assistance to technicians and 5000+ end users nationwide using Remedy Software utilizing Ultra VNC, remote desktop and Dame Ware. * Provided local and remote support for Executives. * Defined and managed projects such as McAfee migration, Ghost Imaging, site conversions, COB, Blackberry, inventory and asset discovery. * Responsible and accountable for testing new proprietary software, schedule deployment and training. * Ensured hardware/software compliance with internal policies and procedures. From 2005 to 2006 (1 year) Englewood Cliffs NJAssist. Manager/Sr. Network Admin @ * Supervised and mentor a team of 10 employees who provided exceptional service and meet personal goals. * Provided technical assistance to technicians and 3000+ end users. * Established logical and sequential methods for accomplishing affirmed goals and tasks. * Defined and managed projects such as AD migration, Netscape and Ghost Imaging. From 2004 to 2005 (1 year) Long Island City NYSr. Network Administrator @ * Administered account rights and policies for users in a NT, 2000 and Novell setting. * Expedited new computer installations by utilizing Symantec Ghost software. * Installed, troubleshot and maintained all hardware, peripherals and software issues. * Provided training for new hires; assisted users with application use and network assets. * Tested/upgraded policies and evaluated emerging hardware and software products. * Responsible for successful daily server backups. From 2003 to 2004 (1 year) Long Island City NYHelp Desk/Technical Support Specialist @ * Installed, configured and troubleshot Laser, Inkjet, Thermal, Embossers and Dot Matrix printers. * Provided Dealer and end user phone support and troubleshooting. * Responsible for all bilingual clientele. * Provided on-site hardware and software training to dealers and clientele. * Installed and configured proprietary software packages and drivers. * Installed company's products onto client's systems using custom protocols. * Installed and configured Windows NT, 2000 Workstations. From 1998 to 2003 (5 years) Paramus NJ
PMP, Information Technology Project Management @ BTII Institute From 2012 to 2012 Systems Engineering, Systems Engineering @ Aptech Computer Center From 2000 to 2001 Electronics and Computer Technology, Electronics and Computer Technology @ Cittone Institute From 1995 to 1997 Paul Pereira is skilled in: Hardware, Service Delivery, Process Improvement, Technical Support, SharePoint, ITIL, Project Management, Troubleshooting, Active Directory, Virtualization, Management, Dell Computers, Operating Systems, Storage, CompTIA A+ Certification, DNS, Vendor Management, Vendor Relationships, Project Delivery, Project Planning, Project Coordination, Team Management, Security, Networking, Windows 7, Business Process..., Team Leadership, Software Installation, Desktop Support..., Account Management, Desktop Administration, System Deployment, Disaster Recovery, IT Management, SDLC, Data Center, IT Service Management, IT Operations, Leadership, System Administration, Information Technology, PMO, Integration, IT Strategy, Business Analysis, Cloud Computing, BMC Remedy, Enterprise Architecture, Change Management, Business Development
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