Thomas C. Pucillo, MCP

*** ******* ***.

Drexel Hill, Pa. 19026

484-***-****

Objective;

100% Client / Customer Satisfaction has always been my objective for any position I obtain.

To gain a position as an Account Service Project Manager / Delivery Manager where I may use my customer

service skills and strong work ethic to support end users and clients with the high level of diligence and expertise

needed to achieve professional as well as personal goals

Technical Skills;

MCP 2000, MCP 4.0, A+ Certification, ITIL V 3

Operating Systems and Networks:

Knowledge of Windows 2008/12 Server, Microsoft Windows 8.1, 7, Vista, 2000, XP,98, 95, 3.1, Nt Server 4.0, Nt

Workstation 4.0 Network designs and technologies. TCP/IP, VoIP

Applications:

Microsoft Office, MS Access, MS Outlook, MS Visio, MS Project. Exchange Server, Lotus Notes, Quick Books,

Quicken, Act, Goldmine, Internet Explorer, Netscape Navigator, Test Director, Win fax Pro, Visio, Pc Duo, Rumba,

Attachmate, Pc Anywhere, Systems Management Server, Crystal Reports, Brio, Hyperion, Open View HP Service

Center, Clarify, Work Flow Management, Argis, GroupWise, Mind Manager, Web X, Inquisite Survey Manager,

Inquisite Survey Administration, Microsoft ODBC Manager, Web Jet Admin, PeopleSoft, WorkDay Management

PCLM Toolsets : SCCM 2007/2012, Altiris 7.1 /7.5, LANDesk 8, Symantec Endpoint Protection, MacAfee EPO,

Trend Micro, Admin Studio, Wise Packaging Studio

Professional Experience:

CompuCom Inc.

Systems Integration Manager

Dec. 2008 to Jan. 2015

CompuCom EUC Department Headquarters Paulsboro NJ.

• Single point of contact for all day-to-day operational issues, Service Level Agreements, Report

development, and measurement processes for multiple CompuCom clients. Responsible to provide and

present daily, weekly, monthly, quarterly and yearly executive level reports for all services delivered.

• Scope of services includes all PCLM areas, MS Security and third party patch management, Application

Packaging, AV Protection, OS Image Maintenance, Application release and distribution.

• Creation of Workflows and Process documents to support day to day activities tasked to our support teams

based on the contractual obligations written in our SOW agreements

• Directly responsible for hiring new employees for End User Computing Services within CompuCom.

• Develop trend analysis reporting that supports continuous improvement to programs for the Desktop

support teams / Desktop Management operations teams

• Responsible for P&L management and Forecasting for the accounts owned

Hewlett Packard Inc.

PMO Billing Analyst

Feb. 2001 to Dec. 2008

Wyeth IS Department Headquarters Great Valley Pa.

• Single point of contact for all issues for day-to-day operational, Service Level Agreement report

development and measurement processes for the CompuCom - Wyeth Agreement. Responsible to provide

daily, weekly, monthly and quarterly executive level reports for all services delivered to Wyeth.

• Single point of contact for all invoicing issues between CompuCom, its subcontractors, and Wyeth.

Responsibilities include the processing invoices from subcontractors and Wyeth, ensuring accuracy, and

submissions of invoices to accounts payable and to accounts receivables.

• Creation and maintenance of multiple Access databases to track Parts Management and Asset Management

compliance and provide executive level weekly / monthly status reports.

• Develop trend analysis reporting that supports continuous improvement to programs for the Wyeth Desktop

support teams

• Responsible for Process Management and Service Level Agreement Management, With duties including

daily Call Flow Management for over 140 Desk Side Support Analysts working within the Wyeth

Environment.

• Conduct weekly End User Customer Satisfaction Surveys, to support and maintain the CompuCom goal of

100% Customer Satisfaction, also including trend analysis reporting to support this goal.

Teknaspan, Inc.

IT Consultant

Mar. 1996 to Jan. 2001

• Build, Configure, and Install Servers running NT4.0

• Network configuration, installation and support, printer installations, network cable installation, patch panel

and wall plate termination

• Installation and configuration of modems, routers, hubs, ups systems

• Configuration of internal and external e-mail systems

• Troubleshoot and repair hardware and software related issues

Speedy Muffler King

District Manager

June 1989 to Mar. 1995

• Responsible for the daily activities for five stores

• Responsible for the hiring and terminating of employees

• Responsible for inventory control as well as daily, quarterly budgets

• Maintaining 100% customer satisfaction level

Education:

Ameritrain Incorporated

Wayne, Pa.

Basic Network Technologies, Microsoft Certified Systems Engineer, Novell NetWare Engineer

West Chester University

West Chester Pa.

Education / Business Administration

Delaware County Community College

Broomall Pa.

Architectural Technologies

Other Activities:

Some Other Place Inc

Tutor – Math, History, Science

• Working with teenaged children, coming out of the juvenile detention system

References furnished upon request

Contact this candidate