Brian Pugliese Email and Phone Number
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Brian Pugliese personal email
Brian Pugliese is a Director, Technical Support and Specialty Applications at National Jewish Health. He possess expertise in troubleshooting, vendor management, software documentation, servers, management and 27 more skills. Colleagues describe him as "I had the pleasure of working for Brian at Terumo BCT for nearly a year. His technical expertise was apparent in his day-to-day management activities. His focus on personal growth and training were instrumental in my success at Terumo BCT. Given the chance, I would gladly work for Brian again.", "Brian is hardworking, willing to jump in where he is needed to work with teams and users to resolve issues and get things done. He is highly committed to the company, can mange complicated support issues and work with users to understand their needs. Over this past year he has mentored and provided training for individuals on his staff which has allowed them to move on to better positions and develop a strong career path.", and "It was a pleasure to work under Brian's leadership. As an IT Manager he understands the business needs, he knows the technical details, he communicates clearly with other teams and managers. In the fours years I worked for Brian, he proved efficient time after time in resolving problems. His passion combined with his positive attitude makes him an asset to any IT department. Brian keeps an open door policy, building trust and loyalty within his team. I have gained lots of knowledge and skills under Brian's leadership, which I will carry for the rest of my life."
National Jewish Health
View- Website:
- nationaljewish.org
- Employees:
- 2
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Director, Technical Support And Specialty ApplicationsNational Jewish HealthArvada, Co, Us
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Director, Technical Support & Specialty ApplicationsNational Jewish Health Feb 2022 - PresentDenver, Co - Colorado, Us -
Technical Support ManagerNational Jewish Health Jun 2014 - Feb 2022Denver, Co - Colorado, UsResponsible for managing Service Desk, Desktop Support, and Operator functions for National Jewish Health.
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North American It Support ManagerTerumo Bct Jun 2012 - Jun 2014o Responsible for all Service Desk and Desktop support functions as they relate to North Americao Reduced overall Service Desk ticket processing time from 13days to real-time. Additionally reduced the total number of Service Desk tickets from over 350, to below 100, in first 3 mo of new role.o Implemented ticket processing templates, and additional tools to standardize ticket processing and increase efficiencies.o Modified resource allocation of the Desktop support function by implementing a resource rotation, providing better accountability, prioritization of work, and overall improved ticket processing efficiencies.o Works closely with Global IT Support Supervisors to ensure IT support related solutions and standards are meeting their needs.o Developed metrics and reporting for teams I manage to create a feedback loop regarding performance and ticket processing.o Drives documentation of process, procedures, and work instruction resulting in consistent service delivery
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It ManagerPolicy Studies Inc Aug 2004 - Jun 2012 2009 – Present: Responsibilities expanded - Manager of the ROADS (Remote Office and Deskside Support), IT One Stop (Service Desk, and Application Support) and Production Support (Batch Processing)o Reports to Chief Technical Officer (CTO), and is responsible for managing all Desktop (same responsibilities as listed in 08-09 experience), Service Desk, Application, and Production Support functions. This equates to 22 employees and 2 working supervisors for a total department size of 24, 10 of which are remotely located.o Consolidated our Service Desk, and Application support teams, and implemented an upfront IVR to route calls to a specific subject matter experts. Through increased efficiencies realized a cost savings of over half a million annually, without any negative impact to level of support.o Manages all implementation/refresh, and shutdown projects from desktop support perspective. Coordinates with Network, Telecommunication, and Server resources to schedule installation times, and resource allocation on projects as large as several hundred seats.o Managed SCCM implementation for all MS workstation patching, as well as a structured patching policy.o Responsible for the team that supports and maintains over 50 in house and off the shelf applications as well as approximately 30 web sites.o Responsible for deriving, reporting and analyzing metrics for the Service Desk that processes an average of 4000 incidents a month via email and phone. o Responsible for managing a 1.3 million dollar labor budget, as well as the capital budget for Desktop Support group. -
It ManagerPolicy Studies Inc 2004 - Jun 2012Responsible for managing the Help desk, Desktop support, Application support and Production support groups.
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It Manager (Work History Continued)Policy Studies Inc Aug 2004 - Aug 20092008 - 2009: Promoted to Manager of the ROADS team.Managed 14 technicians, 8 of which were located out of state and provided local onsite support for their respective office. The other 6 were based in Denver and responsible for providing local support to the corporate office, as well as remote support to approximately 50 other offices.Responsible for managing and maintaining 1900 workstations and laptops, over 300 printers, 30 scanners, and 60 home officesManaged over 10 different office start up/shutdowns ranging in size from 30 workstations to 150 workstations. As well as numerous internal department projects. All were delivered on time and on budget. 2007 - 2008: Promoted to supervisor for all field office techniciansMade several changes to ticket queue management processes resulting in more efficient processing of tickets.Established a standard on call rotation for all field offices with techniciansDocumented all state contacts and centralized location for ease of support.Challenged team members to be more proactive and interact with other PSI teams (server, network, etc.) to more effectively resolve issuesWorked with other PSI teams (server, network, etc.) to allow for career development opportunities such as volunteering staff members to work with server admins to complete server builds or troubleshoot problems.2006 - 2007: Became 1 of 2 acting leads for the ROADS Team
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Desktop Support TechnicianPolicy Studies Inc Aug 2004 - Aug 2006Promoted to ROADS team as a Network Engineer. Responsible for supporting all Desktop and Laptop machines enterprise wide. Consistently closed the highest number of tickets weekly compared to peersAsked to be 1 of 2 technicians responsible for executive level support because of excellent customer service track record.2004 - 2005: Tier I/II support for the PSI help desk including new workstation builds, Network troubleshooting, account creations / deletions, and various application troubleshooting yielding timely solutions and escalations for day to day issues
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Technical Support Specialist IiQwest Jan 2001 - Jan 2004Provide first-level technical computer support for 45,000 internal Qwest employees Support over 2,000 applications including ordering, billing, scheduling, time reporting, and payroll systems Dispatch and escalate trouble reports when necessary using Remedy IM. Consistently in the top 20% of my peers for first call resolution Subject matter expert for newly deployed Technician Testing and Access Device (TechTAD). TechTAD is comprised of a hand-held PDA which allows wireless or wire line access to Qwest systems for dispatching, closing jobs, time reporting, as well as a test meter for telephone line diagnostics Created training syllabus, course content, and knowledge transfer presentation to transition TechTAD support to 120 help desk agents
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Sales Associate / Parts ProChecker Auto Parts 1998 - 2003Provide diagnostic evaluation of customer issues leading customers to make educated purchases to resolve automotive needs Set up displays and plan-o-grams, stocked inventory, and cashier work.
Brian Pugliese Skills
Brian Pugliese Education Details
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Metropolitan State CollegeMajor: Aviation Technology (Air Carrier; General Aviation); Minor: Computer Information Systems
Frequently Asked Questions about Brian Pugliese
What company does Brian Pugliese work for?
Brian Pugliese works for National Jewish Health
What is Brian Pugliese's role at the current company?
Brian Pugliese's current role is Director, Technical Support and Specialty Applications.
What is Brian Pugliese's email address?
Brian Pugliese's email address is pu****@****njc.org
What schools did Brian Pugliese attend?
Brian Pugliese attended Metropolitan State College.
What are some of Brian Pugliese's interests?
Brian Pugliese has interest in Children, Electronics, Reading, Sports, The Arts, Travel, Collecting.
What skills is Brian Pugliese known for?
Brian Pugliese has skills like Troubleshooting, Vendor Management, Software Documentation, Servers, Management, Process Improvement, Technical Support, It Management, Testing, Integration, Disaster Recovery, Networking.
Who are Brian Pugliese's colleagues?
Brian Pugliese's colleagues are James O'brien, Diane Banks.
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