Manager Service

Mike Pastore

Address: ** * *** ******, **** Park, N.Y. 11729

Phone: 516-***-**** Email: ***********@*****.***

QUALIFICATION PROFILE

Growth Focused. Highly accomplished, performance-focused, and process-oriented professional, offering distinguished career within the IT industry. Skilled in Customer Service and Cost Efficiency. Equipped with project management skills, resource management, and customer support skills; complemented with experience in Operations and Relationship Management. Adept at resolving technical issues and implementing best practice methodologies. Armed with proven track record of success in developing, mentoring, and maintaining strong employee and customer relations, while constantly going the extra mile to achieve set-forth goals and objectives.

PROFESSIONAL EXPERIENCE

AVIS BUDGET GROUP, LLC PARSIPPANY NJ

Senior Manager, Field Service and Support 2011- March 2020

Manager, Field Service and Support 2006- 2011

Supervisor, End User Computing 1999- 2006

Project Management:

oRelationship Manager to Business departments needing IT Projects. Understanding and collecting the Business needs and discuss requirements.

oDeployed Million Dollar IT equipment upgrade projects

oOversee the deployment of 6,000 thin client swap outs at over 3,000 Airport (APO) and Local Market (LM).

oProject Managed field deployments of various computer equipment, Desktops, Laptops, and Printers

oProject Coordinator for equipment upgrade across all field locations for all Avis, Budget, and Payless Local Market and Airport locations.

oHeld weekly status meeting to track project timeline, budgets and risks

oWork with management to identify and specify extremely complex business requirements and processes for diverse development platforms, computing environments (e.g. host based, distributed systems, client server), software, hardware, technologies, and tools.

Senior Manager:

oOversee and function as final technology approver for all departmental requests of IBM for new hardware and software. Ensure compliance with ABG standards.

oProvide expert supervision to 10 employees and 5 consultants. Manage area employees, assign, and review projects and managed department budget to ensure goals are met.

oTake charge of various administrative functions including resource management as well as scheduling and project management while accountable for project financing involving cost savings and forecasting.

oParticipate in setup of process/procedure in the case of major organizational changes such as outsourcing of services, mergers, acquisitions, and relocations.

oResearch and evaluate new technology, alternative solutions and recommend the most efficient and cost effective solution for the integration of this technology within an existing corporate environment.

oDevelop plans and projects to upgrade technology – in large-scale rollouts – to accommodate new business requirements and technology

oMeet with vendors to ensure contractual commitments that have been made as well as discuss how to reduce overall costs as it relates to charges that ABG incurs due to shipping and freight expense. Discuss new idea to reduce product maintenance and support fees.

oAudit vendor bills to ensure validity. Example- Audit of IBM and HP contract bills. After auditing we have seen significant cost savings.

oParticipate in weekly help desk calls to review and suggest new process as it relates to help desk agents, dispatching tickets and problem resolution SLAs. Review and update help desk scripts/documentation.

oLead IT Member of Disaster Recovery team for all locations company wide

Customer Service:

oManaged support for more than 3,000 retail locations, including thin clients, handheld devices (Rovers), laser and dot matrix printers.

oPoint of Contact for Customers handled all calls including troubleshooting, complaints, upgrades

oWorked with Help Desk team for problem resolution. Liaison between various business units, IT support teams, vendors and Licensee/Franchise operators

EDUCATION

A.A Degree in Computer Information Systems

Suffolk Community College, Brentwood NY 2003

PROFESSIONAL DEVELOPMENT

Certificate in Personal Performance Management

Learning Tree, New York NY

Certificate in Network Engineering

Chubb Institute, Westbury NY

TECHNICAL SKILLS

Windows 10 Windows 7 Windows XP MS Office Applications (Word, Excel, PowerPoint, Access, and Outlook SOTI Management WING IT ATT JASPER Clarity & ADP Time systems UPS CampusShip IBM Problem Management System (SCCD) IBM ServiceNow IBM OrderNow IBM ManageNow Wing IT (Zebra Technologies) HPDM (HP) ACS PO System

References available upon request

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