Information Technology Technical Support
Resume:
Michael Pignone
Springfield, PA 19064
Email: **********@*****.*** Mobile: 215-***-****
Information Technology Professional
IT Service Management * IT Vendor Management * IT Optimization
Accomplished technical professional combines extensive technical, business, and software development knowledge with background managing IT infrastructure change and technical support initiatives to produce positive results that ensure client satisfaction and increase efficiency and productivity. Strategic problem solver; can diagnose and resolve complex technical/business operations issues. Skilled team leader; can direct multiple tasks effectively and master innovative software and tools. Proven record of completing projects on time and within budget. Top-notch customer interfacing experience, managing multi-level global accounts, and communicating with internal business leaders.
Core Competencies
●Strategic Planning
●Downtime Reductions
●Change Control Plans
●IT Asset Management
●Troubleshooting
●Relationship Management
●Project Analysis
●Risk Mitigation
●Performance Improvement
●Problem Resolution
●Release Management
●Service Delivery
Professional Experience
Desktop Support Technician
MPS Communications – Lansdale, PA 08/2024 – Present
Providing Level 1- Level 2 Desktop Technology Support, Microsoft 365 Admin account management, Active Directory Account Creation, Citrix Cloud DaaS Administration. Single point of contact for SOC compliance. Manage SOC compliance, audit preparation and support.
*Took time to care for ill family member - 09/2023 – 08/2024 *
Change Control Oversight Manager
Johnson & Johnson (via Kelly Science, Engineering, Technology & Telecom Services) – West Chester, PA 10/2021 – 09/2023
Provided oversight of vendor documented changes to ensure FDA regulatory compliance for Johnson & Johnson/Ethicon/US Hospital MedTech family of companies. Ensured Jabil (vendor) documentation captured detailed alterations to company owned medical durable goods within the PLM, Product Lifecycle Management, system. Managed a team of Change Control Oversight Managers to provide process training and day to day leadership. Championed constant improvement to processes and communications.
Recovery Support Specialist
Recovery Centers of America – Devon, PA – 05/2020 – 02/2021
Assisted in the treatment and recovery of patients suffering from addiction. Performed nighttime rounding. Lead group meetings. Counseled patients on proven methods of lasting recovery. Ensured and enforced HIPPA law adherence. Safeguarded security of all patients by regularly performing safety training and assessment.
Release Manager
Merck Pharmaceuticals (via Cognizant Technology Solutions) – West Point, PA – 12/2017 -12/2019
Collaborate with Project teams, Development team, DevOps (Continuous Integration and Delivery), Support vendors, and Business partners in the introduction of new or upgraded applications and systems. Identify and document SLAs, support scenarios, support workbooks, CIs for CMDB, and communication and escalation plans. This ensured the smooth transition of projects into the production environment.
Release Manager
Freedom Mortgage Corporation – Cherry Hill, NJ – 01/2016 –12/2017
Acted as the single point of contact for all Software and Hardware Releases into the production environment. Managed all “Major” changes. Managed the relationship between Project Management and Change Management teams. Created and updated Release Management SOP. Helped implement DevOps (Continuous Integration and Delivery).
Project Coordinator II
BDP International – Philadelphia, PA – 05/2015 – 07/2015
Temporary project to upgrade two major Project Management software systems. Create or update Project Management SOPs. Assist Project Managers in completing projects on time and within budget.
Release Manager
Barclaycard US via AETEA Information Technology – Wilmington, DE - 01/2013-12/2014
Worked within a team of Release Managers supporting business projects. Managed releases for customer web sites to allow for the promotion of credit offers and web content. Assisted Project Management teams to ensure successful application releases while making certain best practices were adhered to. Attended SCRUM standup meetings to provide support to Project Management teams.
Business Relationship Manager
AstraZeneca Pharmaceuticals – Wilmington, DE - 12/2009-12/2012
Single point of contact for IT service issues impacting the Global Drug Development unit. Served as service delivery manager on key projects. Escalated outstanding IT service issues to Outsourced Service Providers (IBM, Cognizant) key contacts for fast resolution. Managed the relationship on behalf of the Business unit with Corporate IS; OSPs and other various vendors. Promote interaction with key contacts within OSP partner teams to allow for a mutually rewarding working relationship.
Reduced the number of outstanding escalated tickets from 59 to 7 in fewer than two months through perseverance and diligently working with key OSP team members.
Spearheaded a project to install video conference equipment that allowed a hearing-impaired customer to speak with colleagues and vendors via sign language interpreter. Fostered relationships with upper-level executives to ensure SLAs were met or exceeded.
Sr. Service Introduction Manager
AstraZeneca Pharmaceuticals – Wilmington, DE – 12/2008-11/2009
Managed the introduction of new IT applications, services and infrastructure from development and design into the production environment. Ensured that all projects released into the production environment had comprehensive artifacts for handover to application management teams and that any changes to infrastructure were documented through the proper change management systems.
Developed a comprehensive set of documentation for hand over to Application Maintenance OSP teams to support newly released services into the production environment.
Drove productivity of Application Development OSP teams by ensuring they provided correct artifacts to Application Maintenance OSP teams during transition to production.
Partnered with Project Management teams to ensure process adherence while still allowing for the on-time delivery of projects.
Regional Change Control Manager/Service Performance Analyst/Release Manager
AstraZeneca Pharmaceuticals – Wilmington, DE – 12/2005-11/2008
Directed all aspects of IT change request approval and implementation for North American research operations. Analyzed, prioritized, and scheduled all Requests for Change (RfCs) to ensure seamless solution deployment and maintenance of service level standards. Functioned as primary release manager for initiatives such as, OS service packs and application/software upgrades/improvements. Performed software asset management to track licensing and versioning within the CMDB. Negotiated service level agreements and licensing costs with vendors to ensure best ROI. Primary contact for North American research divisions with over 1500 customers located at research hubs in Wilmington, DE; Boston, MA; and Montreal, Canada. As Release Manager, collaborated with key contacts in research department and outsourced IT partners to ensure service packs implementation without issue on an ongoing basis. Served as Service Performance Manager in key situations to remedy service issues directly for research users. Devised and instituted robust standard operating procedures for application packaging to facilitate standards compliance among outsourced partners.
Technical Specialist
AstraZeneca Pharmaceuticals – Wilmington, DE – 12/2000-12/2005
Supported 1200-user network with application packaging, scripting, and certification. Evaluated software solutions to fulfill FDA compliance mandates and to ensure interoperability with internal core operating systems. Administered application certification details in web-based database solution. Coordinated final application deployment through SMS pushes.
Leveraged WISE Installer and VBS to design automated application installation code and packages.
Facilitated on-time implementation of diverse application solutions to fulfill stringent FDA submission and software licensing deadlines. Performed software asset management to track licensing and versioning within the CMDB.
Engaged global teams to package and launch scientific and laboratory applications enterprise-wide.
Acted as Project Coordinator to allow for the successful testing of all applications by outsourced vendors during a companywide Windows OS upgrade.
Software Support Specialist II
AstraZeneca Pharmaceuticals – Wilmington, DE – 12/1999-12/2000
Provided on-call, face-to-face technical support for users of various software solutions. Configured and installed applications using desktop and remote tools. Led basic and advanced applications training. Performed strategic troubleshooting and problem solving on escalated support calls.
Formulated comprehensive training regimen, manuals, tip guides, and tools for scanner and OCR software products.
Helpdesk Analyst
AstraZeneca Pharmaceuticals – Wilmington, DE – 10/1997-12/1999
Interfaced with users via telephone to identify and remedy hardware/software-related technology issues. Fulfilled basic system administration functions, such as password resets. Flagged calls for advanced-level technical support. Improved personal productivity to surpass 25-call-per-day average with 65% first-call resolution rate.
Education
ITIL Foundation Certification in IT Service Management – EXIN Wilmington DE Certificate Number: 833341.638848
Diploma in Computer Technical Support - The Chubb Institute, Springfield, PA
**Earned Excellent Achievement Award in Computer Technical Support**
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