Manager Support
Resume:
JOAO M. PEREIRA
HOLLYWOOD, FL *3020
adaxgd@r.postjobfree.com
SERVICE DELIVERY CONSULTANT
Executive Level Organization and Management - Create, manage and collaborate with executives in order to successfully bridge different parts of the business and IT organization to achieve successful results.
Leadership and Organizational Change - Assess the role of leadership in dealing with culture and to help facilitate and lead the roadmap that effectively leads to positive change within the organization Regionally and Globally.
Business Transformation - Facilitate change driven by mapping business intent to technology capabilities through the assessment of customers, strategies and compliance/regulatory/governance requirements within the cultural framework of an organization.
Developing Strategic Partnerships - Create strategic partnerships from within the organization as well as with vendors in order to build trust and collaboration resulting in positive business and IT results.
Staff Development, Team Leadership - Create and foster a unique 'team spirit' that brings together people into a cohesive group by proactive leadership, demonstrating solid team strategies and positive relations, including training and education.
Productivity Improvements - Realize significant improvements and efficiencies by performing in-depth team management and proactive processes, technology-based analysis and code reviews to maximize productivity.
Technology and Innovation Analysis - Analyze current business objectives and capabilities through the use of proven architectural blueprinting tools then create and lead strategic vision that leverages new and existing technologies through innovative use of implementable in-house or commercially available solutions. KEY ACCOMPLISHMENTS
Finance
Cutting expense by consolidated
multiple high risk data centers into two
saving the company several thousands
of dollars in cost cutting.
Construction
Delivering value by updating service team
technology and systems to modern WAN,
LAN Technologies. Directed all technology
compliance to associate with disaster recovery
policies and procedures.
Hospitality
Responsible for multiple support
teams globally. Accountable for the
leadership of service/infrastructure
teams in the development of new
hotel/ship builds and technologies of
multiple locations.
7/2018 – Present Chestnut Hills Technologies Ft. Lauderdale, FL Helpdesk Project Manager @ Conviva Care Solutions
Created SOW for third party vendor Level 1 triage support
Created policies and procedures documentation related to helpdesk support and roles
Used SCCM for imaging deployment and patch management
Created AD accounts, group policies and access level
Implemented Autotask Helpdesk to support multiple queues within the organization with SLA and priorities per queue
Administered O365 exchange accounts and assigned office software
Created documentation to support Autotask implementation
Assisted with the implementation of IVR for auto routing of queue calls
Inventoried/monitored 750 MFD via PaperCut and reallocated MFD were devices where needed.
Assisted with the cutover of 75 centers to new Meraki LAN/WAN hardware, Polycom VOIP phone system, laptops/desktops and MFD devices
1/2016 - 7/2018 Turnberry Associates Aventura, FL
IT Support Manager
Managed 8 technicians for various support roles
Supported 250 users in Corporate Headquarters, Country Club, and 250 users at various hotels in multiple states
Security administration of Timberline/Sage 300
Administered AD, created users and group policies
O365 created accounts, permissions and office 365 distribution
Used SCCM for about for imaging and patch management
Provided policies and procedures
Disaster Recovery and Business Continuity
Maintained Manage Engine helpdesk servers
Met with vendors to provide cost effective solutions
Datacenter rebuild/cleanup
Supported ownership (White Glove Service)
1/2013 - 12/2015 Silversea Cruises Ft. Lauderdale, FL Global IT Support Manager
Maintained file and backup servers
Supported 250 users in Headquarters and 750 globally
Supervised 4 Helpdesk specialists with day to day tasks
Assisted Network engineering team with projects
Provided best practice policies and procedures
Disaster Recovery and Business Continuity planning
Maintained hardware inventory
Maintained LANDesk Core servers, PXE and Rollup servers
Met with vendors to provide cost effective solutions
Supported shipside issues
Employee of the year 2014
8/2012 - 1/2013 Triumph Group Instrument Ft. Lauderdale, FL Lead Technical Support Specialist
Maintained file servers, backup and terminal servers
Supported 60 users in Headquarters
Supervised 2 Helpdesk specialist with day to day tasks
Assisted engineering with day to day tasks
Provided policies and procedures
Disaster Recovery and Business Continuity
Maintained hardware inventory
Met with vendors to provide cost effective solutions 9/2011 - 7-2012 Commonwealth-Altadis Inc Ft. Lauderdale, FL Lead Support Specialist
Maintained and updated BMC Service Express Helpdesk server
Supported 1000 remote users and 250 users in Headquarters
Supervised 7 helpdesk specialist
Assisted infrastructure engineering team
Provided policies and procedures
Vendor management to provide cost effective solutions
Supervised operations in server data center
Deployed and supported iPhone’s and iPad’s
Inventory management
2/2008 - 1/2011 OPUS-ISM LLC Little Falls, NJ
Field Service & Technical Support Team Lead
Supervised daily field service scheduled both for Break/Fix work, new hardware installs and network upgrades.
Supervised 21 technicians in four locations across the U.S.
Provided hospitals and retail pharmacies with Tier1-Tier3 support related to hardware/software and network connectivity issues
Established point-to-point Cisco VPN tunnels for secure adjudication process to meet HIPAA security guidelines
Vendor Management.
Tested and implement new hardware: desktops, laptops, POS and IVR
Implemented data backup for all clients to an offsite facility
Utilized Kaseya for remote access and software package deliveries
Supported 2500 private and hospital pharmacies with approximately 12500 nodes. 3/2000 – 12/2007 Computer Horizons Corp. Mountain Lakes, NJ Director of Network Services
Coordinated day-to-day operations for 5000 users worldwide
Managed a staff of 21 technicians.
Responsible for all office closures, openings and relocations
Implemented a Helpdesk Support system, including standards, policies and procedures.
Implemented Business Continuity Plans for the corporate office and four major hubs, including planning and testing
Implemented full fail-over-redundancy for corporate office and four major hubs.
Implemented an intern program to allow students from various colleges, and technical schools to be trained, and then placed at clients’ facilities
Designed and implemented a ticketing system to track day-to-day operations, with and service level agreements for the entire organization
Implemented new EMC hardware for CHC’s SAP financial system
Initiated the support of small to medium size business for CHC. This task included sales and implementation of onsite staff support
Implemented Active Directory to all facilities worldwide running a three-tier tree structure
Redesigned network infrastructure to connect all office facilities to corporate center. This included redesigning the Corporate NOC
Provided support for USTA with server build out of Active Directory and Exchange server, created users and applied appropriate folder rights.
Assisted the City of New York and the Fire Department of New York City after 9/11 incident, coordinated recovery procedures at Pier 98 and 94, accomplished server-to-internet connectivity and 1400-workstation setup within 36 hours
Assisted FDNY with policies and procedures for Helpdesk support and assisted with incoming calls. Managed a staff of 10 technicians
Education
2019 AWS Cloud Practitioner Certification Training 2011 LANWAN Professional CCNA
1998ACTech Novell Systems Administrator
1987 CPI Computer Engineering
1982-1984 NJIT Associate Degree Computer Engineering Volunteer Experience
City of NY after 9/11 incident
Honors and Awards
Silversea Employee of the Year 2015
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