Customer Service Information Technology

MICHAEL A. PAGLAICCETTI

Warrington, PA ***** 215-***-**** *************@*****.*** linkedin.com/in/michaelpago PROFILE

Multi-faceted, highly motivated professional exhibiting an entrepreneurial spirit with effective communication skills driven by successful completion of projects in Information Technology and Business operations. Adept at assessing needs, generating options, and implementing solutions in collaboration with clients and stakeholders. Team leader who orchestrates results through ability to communicate and work with highly diverse professionals. Unique ability to manage from a technical and leadership perspective. Knowledgeable in all phases of project management from needs ideation through closeout.

COMPETENCIES

Communications Relationship Building Decision-making Problem Resolution Team Management Project Management Team Building Strategic Planning Critical Thinking Acquisition Convergence & Integration Corporate Infrastructure Divisional Budget Management Facility Management Mentoring TECHNOLOGY SKILLS

ITSM Framework ITIL Certified Microsoft Office Suite Visio OneNote SharePoint Teams Microsoft Exchange Azure Cloud Services Project Mind Manager At Task Project Management Software JIRA Fresh Service Wireless Switching Load Balancing Domain Management QoS IDS & IPS Systems Nessus and Acunetix Penetration Testing Tools WAN LAN VPN OTV Cisco Routing VPN Client & Tunneling NetBrain Net App & EMC Infrastructure VOIP Communication Design

PROFESSIONAL EXPERIENCE

AMERCAREROYAL, Exton, PA 04/2021 – 10/2024

Senior Director of Solution Support (01/2024 – 10/2024)

• Implemented a comprehensive customer service enhancement strategy incorporating capacity planning strategies by applying quality engineering principles to support tickets, projects and new platform implementations that improved customer satisfaction scores by 65%, reduced response times by 40%, and increased resolution rates by 30% while standardizing procurement and distribution processes for all end-user technologies reducing technology procurement costs 20% that resulted in a significant boost in overall customer experience, service delivery, and retention for 1000+ employees.

• Reorganized and rebuilt the support organization into Front Line Support, End User Technology, and Application Support teams, resulting in a 35% improvement in response times, a 25% increase in customer satisfaction, and a 20% reduction in operational costs through streamlined processes and enhanced team collaboration.

• Renovated IT Service Management (ITSM) system to incorporate self-service, call center support, online chat support, and generative AI integration; Simplified user experience through dynamic automation, resulting in a 25% reduction in support ticket resolution times and a 30% increase in user satisfaction. Expanded software tools to include change management, project management, bugs and enhancements workflows, onboarding and offboarding workflows, and a knowledge base repository, leading to a 70% improvement in overall process efficiency and a 35% increase in team productivity.

• Leveraged extensive experience in mergers and acquisitions to design, budget, plan, and integrate the infrastructure, telephony, and support services of five companies, resulting in a 25% reduction in overall operational costs, a 30% improvement in system performance, and seamless service continuity, significantly enhancing organizational efficiency and productivity. Director of Infrastructure & Support Services (06/2021 – 12/2023)

• Transformed organizational culture by exemplifying a leadership style centered on work ethic, passion, pride, and empowerment. Fostered a team-oriented environment that emphasized work-life balance and continuous support for team members. Led through example and promoted collaboration, trust, and integrity; improved team cohesion by 35%, increased employee satisfaction by 30%, and enhanced overall productivity by 25% through real-time constructive feedback and professional development initiatives.

• Researched, drafted, and instituted multiple policies and procedures to standardize hardware and technology procurement, cybersecurity posture, service interruption and outage procedures, incident response, business continuity and cybersecurity response plans. Reduced procurement cycle times by 30%, a 70% improvement in cybersecurity incident response efficiency, and an 80% decrease in service interruptions, significantly enhancing overall operational stability and security.

Michael A. Paglaiccetti *************@*****.*** 215-***-**** Page Two

• Served as Principal Project Manager on 30+ priority business projects resulting in notably enhancing customer satisfaction, business operations workflow and supply chain performance. Coordinated multiple third-party contracts leading to a 35% improvement in support service levels, a 20% reduction in license pricing, the waiving of professional service fees, and the conversion of existing vendor relationships into strategic partnerships.

• Managed all project responsibilities for IT division in establishing an international office, and a fully operational infrastructure. Configured new end-user technology workspaces, integrating existing email exchange platforms, managing domains, ensuring access to file shares, setting up conference room audio-video services, installing power and cabling, and building a new Enterprise Resource Planning (ERP) system. Overhaul and import of SQL database led to a 90% improvement in report generation within 4 months, enhancing local user experience and productivity.

PAGO CONSULTING GROUP - SELF-EMPLOYED 04/2021 – 06/2021 Information Technology Consultant (Hired by AmerCareRoyal 06/2021)

• Evaluated the company's IT systems to align with business objectives by analyzing and diagnosing the IT infrastructure, understanding client business needs, and designing and implementing a tailored technology solution.

• Assessed the network infrastructure architecture to identify areas of improvement, focusing on increasing the proficiency of network traffic routing and enhancing network management support efficiencies. This initiative resulted in an improvement in network traffic routing efficiency, a reduction in network latency, and an increase in overall network performance, significantly boosting operational productivity and reliability.

• Conducted a comprehensive audit of existing network hardware and developed an upgrade plan aimed at minimizing and eliminating downtime for the organization and customers.

• Assessed internal user authentication tools and incorporated leadership team requirements to implement an integrated 2 Factor Authentication (2FA) platform for Single Sign-On (SSO) across all company applications significantly enhancing the overall security posture and user experience. 3M, Minneapolis, MN 02/2019 – 03/2021

Director of Network Engineering

• Managed, coached, and motivated a team of 15 to achieve professional goals and improve productivity by 40% with a 30% improvement in goal achievement rates, and a 25% boost in overall employee satisfaction and engagement.

• Developed and created, in collaboration with Senior Leadership, the division's 2-year Strategic Vision & Planning objectives. This initiative led to a 40% increase in strategic alignment across the division, a 35% improvement in the execution of key strategic project initiatives, and a 30% boost in overall organizational performance and efficiency contributing to the organization’s strategic goals.

• Oversaw, coordinated, and implemented projects of upgrading multiple datacenter network infrastructures to 10G throughput; identified network hardware, managed procurement, project management, implementation, and deployment, all with no downtime experienced, resulting in a 50% increase in network performance, a 40% improvement in data transfer speeds, and a 30% enhancement in overall operational efficiency.

• Participated heavily in planning and execution of closing five international datacenters and migrating them to AWS Cloud Services infrastructure. Installed high-speed, low-latency AWS Direct Connect links and contributed to design and process for automated deployment of network architecture, generating a 50% reduction in operational costs, a 40% improvement in data transfer speeds, and a 78% increase in overall system reliability and performance.

MMODAL SERVICES, LTD., Franklin, TN 12/2001 – 02/2019 Director of Network Operations (10/2008 – 02/2019)

• Planned, scheduled, and directed the development, production, and administrative processing of the organization's corporate & datacenter network infrastructure, telecommunications, and PBX Services departments.

• Managed four datacenter location moves and seven closures requiring contract negotiations, design, budget forecasting, hardware procurement, project management and implementation of voice and network infrastructure resulting in annual support costs decreasing by $525k through the elimination of aged network and phone system hardware.

• Responsible for ~$9.2M of recognized savings through proposed strategic cost savings projects and negotiating carrier contract renewals.

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• Designed, promoted, and managed an ITSM platform that supported project management, change management, and ticketing system in JIRA for the IT Division to track and manage workflow based on priority of the business and internal customers resulting in a 40% increase in workflow efficiency, a 35% reduction in change-related errors, and a 30% improvement in overall team productivity and response times. National Telecommunication Manager – Operations Services (06/2005 – 09/2008)

• Technologically enhanced the Voice & Data Sonet Ring Platform by implementing a fully redundant disaster recovery solution based on super trunk routing of voices services to a geographical diverse datacenter increasing production platform uptime by 85%.

• Managed a 46% transfer of all voice services out of individual customer service center locations to the data center facility maximizing an interstate rate savings of 50% on the voice & LD/8xx services.

• Architected the design and implementation of a Multi-Protocol Layer Switching (MPLS) network nationwide by routing voice and data traffic across a privatized network for more secure dataflow of confidential company information decreasing production downtime by 35% and network latency by 20%. Regional Telecommunication Manager – Eastern Region (10/2004 – 06/2005)

• Analyzed, proposed, developed, and implemented telecommunications strategic planning models in line with overall corporate business strategies.

• Negotiated custom contracts to reduce overall savings to the Corporation.

• Project management responsibilities included cost benefit analysis, RFP processes, ROI, training, scheduling, and implementation.

Senior Regional Telecommunication Analyst (12/2002 – 10/2004)

• Architected and implemented a Voice and Data Sonet Ring Platform providing clients with security and multiple access points to the corporate dictation platform with multiple Redundancy Plans to provide a 99.9999% uptime for Client access.

• Managed, designed, and executed newly constructed corporate office’s telephony and infrastructure connectivity.

• Coordinated multiple vendors for the implementation of services and delivery of hardware for installation. Regional Telecommunication Analyst (12/2001 – 12/2002)

• Accountable for PBX telephone systems, telecommunications and voice network installation, repairs, and upgrades for 13 offices in the South-Eastern states.

• Planned, evaluated, installed, and monitored the performance of the telecommunications equipment and infrastructure networks at responsible corporate offices.

• Reported and documented equipment / network problems and track response time to resolution while drafting operational instructions for future occurrences.

EDUCATION

B.S. Business Administration, Bloomsburg University, Bloomsburg, PA Major: Marketing Concentration: Italian Collegiate Soccer Athlete CERTIFICATIONS

AWS Security Fundamentals (Second Edition) AWS Certified Cloud Practitioner AWS Certified Solutions Architect – Associate Next Generation Leadership Diversity, Equity, & Inclusion in the Workplace

Pursuing Project Management Certificate

Actively Expanding Knowledge on Generative AI through Online Courses

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