Joe Cistaro

973-***-****

accn66@r.postjobfree.com

Service Desk Manager

A seasoned information technology professional with 10 years of hands on technical management

experience. Key areas of strength include skillfully managing teams to provide consistently high levels of

end user support and customer service, as well as a proven track record of streamlining processes,

improving efficiency and achieving significant cost reductions. Additional attributes include top notch

people management and coaching skills an adept ability to build solid working relationships with internal

and external customers and effectively partnering with stakeholders to align IT objectives with corporate

goals.

Core Competencies

Service Desk Management Cross Functional Team Leadership

Enterprise IT Support Services Infrastructure Design and Management

Systems Integration and Migration Business Process Outsourcing

Vendor Management and Negotiation Budget Management

Workflow Optimization Training and Staff Development

Related Experience

CATS Technology Solutions Group September 2007 June 2013

Senior Manager, Client Services/Business Development

Responsible for management and development of a multi tenant service desk delivering managed IT

service support to over 5,000 end users. Integrated help desk automation system with the

ConnectWise application to track, monitor and report upon all support, project and task activities.

Supervised, developed and coached staff of 15 direct reports.

● “Hands on” day to day management of the service delivery team and all service activities

● Responsible for the staff performance management, reviews, training and development

● Championed ConnectWise Professional Services Automation application for real time service

level monitoring and a 20% gain in service delivery quality metrics

● Named to CRM Top 40 Managed Service Provider Index in 2010

● Developed a complete suite of IT services for an important multi site client including hardware

acquisition, telecommunications, service desk, asset tracking, user training, and disaster

recovery generating an annual client savings of over $60,000.

● Created a Business Continuity Plan for a 100+ site multi national real estate investment firm

required to have a geographically diverse site for failover by their board. Ran drills yearly with

over 30 participants from the firm and CATS

accn66@r.postjobfree.com 973-***-****

PDL BioPharma November 2005 December 2007

Senior Network Technician

● Single point of contact support for national sales team suite of technology, applications and

services

● Onsite support and management of commercial sales division server infrastructure,

telecommunications, and infrastructure servicing 250 users

● Successful projects include: Implementation of Avaya S8700 VoIP system, RightFax Unified

Messaging, GoodLink, Site to site video conferencing, and Medical Training Wiki

Jordache Enterprises May 2002 November 2005

PC/LAN Administrator

● Provide Level 3 desktop support to employees on site and in remote offices

● Maintain, troubleshoot, and deploy desktops, notebooks, and printers to new users, or users

requiring upgrades

● Implement call tracking/work management application in support of management goals

● Manage daily operations of AS/400 and Microsoft servers, including backups and updates

● Implement CITRIX solution for worldwide ERP application delivery

● Implement EDI AS2 for trading with various retailers and partners

Net2000 January 2001 May 2002

Sales Engineer

● Managed day to day network and desktop operations for branch location performed daily

backups and maintenance of local servers

● Responsible for evaluating customer needs and developing strategies in support of the branch

sales force

● Administered comprehensive training of sales force, business development team, and channel

partners

PSEG May 1999 January 2001

IT Professional

● Tested and implemented network security related infrastructure for the Enterprise. Implemented

SandStorm’s PhoneSweep, Firewall Authentication using Cisco Secure AAA, Cisco NetSonar,

Cisco NetRanger

● Maintained CISCO PIX configuration and version control on 3 firewalls

● Assisted in implementing CITRIX MetaFrame at call center with 115 Windows Terminals

● Completed migration from Banyan Vines to NT Domain model for 400 users

IBM September 1998 May 1999

Help Desk Analyst

● Answered Level 2 help desk calls for a client base of 75,000 IBM associates

● Worked in a team environment that fosters agent excellence through cross training

accn66@r.postjobfree.com 973-***-****

● Consistently exceeded target of 80% first call resolution

● Supported entire installation of desktop software, LAN connectivity, dial up accounts, Lotus

Notes 4.5

Other Experience

Certus Technologies June 2013 January 2014

Director of Business Development

Consultative sales responsibilities in support of managed IT programs for small to midsize business

clients. Services include infrastructure as a service (IaaS) based cloud computing, outsourced help

desk, hardware acquisition and maintenance, and outsourced CIO level consulting services.

● Provide pre sales consultation, engineering, and service delivery proposals to prospects to

re engineer their IT systems utilizing Certus’ IaaS platform and/or various Software as a Service

offerings such as Hosted Exchange and VoIP

● Enable reliability, mobility and scalability of the IT infrastructure for a global freight forwarder while

reducing total IT expenses by 12% or $130,000 annually

● Consult for an 11 site physician practice to move IT operations to a private cloud model for their

Electronic Health Records and Practice Management Systems

● Engineer client solutions that enable resilience, disaster recovery and 100% uptime by operating

from a leading SSAE16 (formerly SAS 70) compliant data center

Marist College

Bachelor of Science Business Administration

Minor: Information Systems

Affiliations

Parsippany Troy Hills Board of Education

Knights of Columbus Parsippany Council 3680

Youth Coach for Parsippany Soccer Club and Little League

Certifications

Microsoft Certified Solution Expert, Messaging 2003

VMWare Certified Professional, Cloud

accn66@r.postjobfree.com 973-***-****

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