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Manager Service

Rockaway, NJ
February 19, 2020

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Patrick A. Castellano Rockaway, NJ


BS Degree: Business Administration/Marketing

St. John’s University


Focused, dedicated and highly motivated professional offering organization leadership contribute to performance improvement and driven to accept and achieve beyond expectations within the business environment.

Professional Experience

Novartis Pharmaceuticals Corporation 01/19 – Present

Associate Director, SR Service Integration Mergers and Acquisitions/End User Experience

Integrate acquisition into Novartis environment for Service Desk and Desk side Services

Provide guidance and support to with Service Now services and setup

Strategize deployment and rollout of hardware for new organization,

Vendor management for all support services and resources involved of both organizations

Travel to all coordinated sites for assessment and review to created deliverables and timelines

Manage hardware budget and procurement for project

Novartis Pharmaceuticals Corporation 06/17 –12/18

Associate Director, SR Service Integration Americas / End User Experience

Act as a primary point of contact responsible for local and or global infrastructure services for the represented IT function(s) and COE’s to ensure consistency in best practices and adherence to Novartis policies and standards and to meet service levels.

Lead IT teams focusing on infrastructure support both (global and regional teams)

Lead Point of Contact for North America Incident Management Process for Service Now

Collaborate with all Site Infrastructure teams to ensure smooth service operations and execution at site level

Act as primary point of contact to Service Delivery Managers for local and/or global infrastructure services

Ensure the introduction of new/modified infrastructure plans, controlled and timely manner to minimize disruption to the business and maximize benefit for relevant IT function(s)

Support execution of local and/or global infrastructure projects and ensure hand-over into operational support

Coordinate global and/or local input to and adherence with quality, compliance and security standards and delivery of associated corrective infrastructure actions

Monitor technical queries/issues/incidents and manage the escalations with appropriate operational groups and/or vendors

Take accountability to ensure adherence with Security and Compliance policies and procedures in scope of Service Integration Manager role

Deployment Lead for NA and Liaison for Latin America sites for Windows 10 Environment rollout

Global coordinator for Windows 10 environment support for both Service Desk and Desk top support services.

Lead and point of contact for Service Now Project Incident Management module, Incident Manager Coordinator

Novartis Pharmaceuticals Corporation 09/11 – 05/17

Associate Director, SR Service Delivery Manager / VIP Support Service Manager NA

Align IT services with business and infrastructure strategy. Provide the Interface between IT and Business IT on major projects and or services affecting the customer base. Serve as focal point for respective business IT area Oncology and Technical Operations for all service and operational needs

Manage support from service desk to customer

Monitor, manage and improve support processes for the service desk

Point of contact and/or escalation for requests for services, information or direction

Provide input into the Infrastructure planning\budgeting process with the goal of cost reduction

Provide reporting and metrics to the customer on service performance monthly

Novartis Pharmaceuticals Corporation 08/04 - 08/09

Associate Director, Americas Project Lead Global Service Desk/Client Support Services

As the point of contact, my responsibilities are to provide a business case to each business sector and facilitate the transition approach with our vendor to convert and or rollout the Global Service Desk plan.

Manage High Level Transition Plan

Manage Vendor and Staff

Responsible for US, Canada and Latin America Transitions

Provide sequence and priority of deployments

Escalation \ Transition issues and manage major milestones

Chair weekly meetings with current deployment\business teams

Change Management Manager

oProvide guidelines and support to all support areas for Campus Change Management.

oForecast changes in the business environment, charting how those changes will affect the client's requirements for service, and guiding the implementation of the resulting changes.

US Pharma Deployment Manager 08/03 - 07/04, 08/09 -9/11


oManage staff of 36 training and technical staff in day to day operations of deployment

oSchedule 6000 users and maintain changes for deployment from start to finish

oAssisted in PC Life Cycle assessment and procurement for rollout

oMonthly meetings around the country with other deployment managers to educate and update process and strategies

oCoordinated pilot groups and departments before rollout began to test process and technology transfer to desk side support groups

oProject Lead and coordinator North America for migration of Microsoft Outlook 2007 as Phase I and Microsoft Outlook as Phase II for migrating 8000-9000 users.

oManage and Procure Vendor for migration project

Novartis Pharmaceuticals Corporation 06/97 - 08/03

Associate Director of Desktop Services and Field Force Technical Services

Direct Technical Support Department in day-to-day operations of Emerging Technology, Help Desk Support in conjunction with 3rd Party Vendor for 6500 Field Representatives. Manage budget and resources for both Help Desk services and Technical department.

Management\Technical Support\End User Support

oManaged help desk activity and call volume trends to achieve service level agreements between field representatives, technical services and field support departments.

oParticipated in implementation and creation of service level agreements

oProvided supervision and support of monthly rollouts and new sales force add-ons.

oCoordinate and support for escalations of software, email and applications.

oProvide technical evaluation for Management and Field Force Representatives from Vendors

oTroubleshoot 2nd and 3rd level calls escalated from the help desk

oParticipate in End user meetings to advise and consult on emerging technology

oOverall support for Executive Staff up to and including the President of the company

oLiaison for other departments to communicate system upgrades and implementations.

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