Senior technical support engineer/application support manager

Joseph Pettorino, MCSE/ITIL V*

Application Support Analyst Tempe, AZ 85288 201-***-**** ***************@*****.***

Clearances: FedRamp and CGIS Certified; cleared for Federal and Criminal Justice issues.

PROFESSIONAL SUMMARY

Certified Application Support Analyst with 20+ years of experience in high-stakes enterprise environments. Expert in 3rd-level application support, cloud-based SaaS triage, and global system administration. Proven ability to reduce service intervals via automation, manage complex SDLC upgrades, and lead high-performing technical teams.

CORE COMPETENCIES

Support & Triage: L3 Application Support, Google Workspace (Classroom, Docs, Sheets, Drive APIs), Cloud/SaaS Support.

Technical Tools: Service-Now, Active Directory, SQL Querying, PowerShell Scripting, System Log Analysis.

Operational Excellence: ITIL V3 Framework, SLA & KPI Management, Change Management, SDLC.

Leadership: Team Training, SOP Creation, Resource Planning, Global Follow-the-Sun Support.

PROFESSIONAL EXPERIENCE

Infosys @ Google Tempe, AZ Senior Technical Support Engineer Feb. 2021 – Present

Provide 3rd-level support for Google Workspace cloud products to a global enterprise base of 6 million users.

Perform deep-dive backend log analysis to resolve complex technical issues for C-Level executives and Enterprise-grade clients.

Triage the full Google Workspace suite, including Google Classroom, Docs, Sheets, Drive APIs, and Cloud products.

Serve on a Swat Team to provide high-urgency priority support for business-critical needs.

Mentor and train new hires on technical processes, knowledge transfer, and triage methodologies.

Entrusted with FedRamp low and moderate CUI access.

KPMG LLP Montvale, NJ L3 Application Support Analyst Jan. 2011 – July 2020

Provided L3 and L3.5 application support for eAudIT, a .NET framework supporting 60,000 professionals globally.

Executed PowerShell scripts that reduced application backup intervals from 8 hours to under 1 hour.

Led the internal team training for the migration from Remedy to ServiceNow ITSM.

Managed support through 9 major version upgrades and completed 25 SDLCs.

Utilized SQL queries to resolve user-specific application issues and reported weekly KPIs to senior management.

Stepped in for a Senior Associate during a 6-month leave, improving group performance by 20%.

Pomeroy I.T. Solutions @ Bayer Healthcare Morristown, NJ Desktop Support Manager Jan. 2008 – Dec. 2009

Supervised desktop support operations for 2,000 users across two site locations and field sales forces.

Reduced payroll expenses by 40% while maintaining all Quality of Service (QOS) standards, saving $100,000 annually.

Automated system staging using batch files, reducing staging time by 75%.

Managed the hardware/software inventory (CMDB), maintaining 99.9% data accuracy.

Compucom @ Pfizer Pharmaceuticals Parsippany, NJ Global CRM Application Administrator May 2005 – Jan. 2008

Provided administration and L3 support for a global CRM system serving 5,900 users across the US, Europe, and Asia.

Managed the Change Management process and created SOPs for a SOX-compliant environment.

Trained 200 users for a major system upgrade, minimizing downtime and user confusion.

Created high-volume ticket templates during the Zotob virus crisis, allowing for 3x regular logging volume.

Responsible for a global groups migration in the ServiceNow System, creating new group hierarchy and naming convention.

EDUCATION & CERTIFICATIONS

B.A., Geology, Earlham College, Richmond, IN

Data Center Support Certificate (Honors), The CHUBB Institute

Microsoft MCSE

ITIL Foundation Service Management Certified (V2 and V3) (v4 in progress)

Dell & Lenovo Certified (Desktop/Laptop)

Associate Google Workspace Administrator Certification (Jan 2026)

ServiceNow Certified Administrator (In Progress)

Additional Experience: Samsung, Merck Pharmaceuticals, AT&T.

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