John Cutillo Email & Phone Number

Chesterbrook

Serve as the primary point of contact for Deskside team and provide day to day account interaction with client. • Support of an international pharma client with over 13 thousand employees with diverse divisions within their company. • Played an active role in the outsourcing due diligence and win of this outsourcing engagement.• Oversee 34 technicians working at 12 sites across the USA. • Responsible for performance to aggressive Service Level Agreements. • Project Manager for AR18 project work• Manage any personnel or discipline issues with team.• Responsible for interviewing and hiring new associates. • Continuous focus on service improvement opportunities.• Led program to improve technician productivity. Increased productivity by 20%.• Continually evaluate and refines processes and procedures in an effort to reduce potential errors impacting overall success of functional, division or company operations. • Monitors implementations of technical correctness for the highest level of customer satisfaction. CSAT above 98% on average• Recommends strategies and/or hardware/software enhancements to increase key performance metrics.• Strong collaboration with both the Service Desk and the Cross Functional teams to drive to additional Shift Left opportunities.

Pfizer Pharmaceuticals, Collegeville Pa

Serve as the primary point of contact for Deskside team.. • Responsible for delivery of quality services and SLA's for various another Pharm client with various sites. • Managed up to 36 dedicated and temp resources for both BAU and project work. • Provided Hardware and Software support for all end users.• Responsible for Scheduling and Meeting support.• High contributor to the IT project for this client.• Established trusting and working relationships with client personnel to assist in the growth and development of continued contract renewals and future project work.• Improved Kiosk Support to achieve an improved performance. • Constant improvement focus on performance to Service Level Agreements. • Achieved a decrease in ticket quantities while establishing a self-service portal for this client.

Wyeth Pharmaceuticals, Collegeville Pa

Manage a team of IT contractors to support PCs, printers and networking equipment for another Pharma company. • Served as both a manager and a technical escalation for the technicians.• Heavy client interaction to ensure that the service expectations were met.• Successfully ensure that Service Level agreements were met consistently.

Warminster Pa

Provide IT support to all of another Pharma company including several sites: Collegeville, King of Prussia and Center City sites. Support includes installation, configuration, upgrading and repair of computer systems, telephony and peripheral equipment. Re-image and/or configure user computers and printers for deployment according to client’s policies and procedures. Responsible for supporting workstation security and data restoration issues using Norton’s Ghost and external drives. Support remote users as needed. Communicated effectively and professionally with all clients, translating technical issues into a manner that non-technical clients understand. Resolve the client’s issues in a timely manner. Consistently meet agreed upon SLAs. Escalate issues as needed to appropriate groups. Back up for the IMAC Team Lead and Telecom as needed by assigning and managing call tickets in Service Center. Support applications such as Adobe, Office, Novell, Active Directory, GroupWise and VPN.

Provide IT support to all of another Pharma company including several sites: Collegeville, King of Prussia and Center City sites. Support includes installation, configuration, upgrading and repair of computer systems, telephony and peripheral equipment. Re-image and/or configure user computers and printers for deployment according to client’s policies and procedures. Responsible for supporting workstation security and data restoration issues using Norton’s Ghost and external drives. Support remote users as needed. Communicated effectively and professionally with all clients, translating technical issues into a manner that non-technical clients understand. Resolve the client’s issues in a timely manner. Consistently meet agreed upon SLAs. Escalate issues as needed to appropriate groups. Back up for the IMAC Team Lead and Telecom as needed by assigning and managing call tickets in Service Center. Support applications such as Adobe, Office, Novell, Active Directory, GroupWise and VPN.

Installed, configured, maintained and repaired computers, printers and other computer hardware on the trading floor in a high-pressure atmosphere. • Provided printer maintenance for HP Laser, IBM and Talley printers.• Repaired trackballs and other input devices.• Responsible for moving, installing and configuring desktop computers, printers and other hardware devices such as chalk board monitors to various locations.

Associate'S Degree, Network Engineering

Associate'S Degree, Business, Management, Marketing, And Related Support Services