Matthew Perra Email and Phone Number

Oversee all technology operations for the firm. Develop the vision for how technology is used at the firm for both the immediate and long term needs.

Managed all end user support in North America covering 4000+ users over 7 physical sites and including remote users. Utilizing ITIL principles, drive the team towards operational excellence with set SLA’s, continued feedback and coaching, change management as well as driving process automation. Manage all aspects of the day to day support operations such as conference room/collaboration technologies, mobile device support, and end user support. Strive to deliver a superior end user experience via internal communications, trainings, and new technology offerings while moving the company towards operational and technological standards. Build relationships with hardware and software vendors to drive standardization. Own the ITSM tool, FreshService, to enhance the end user interface, drive standardization for the US and EMEA support teams and grow the use of the tool by utilizing the knowledgebase and asset management tools within the system. Grow the use of other tools such as JAMF and Intune to move towards standard management of all end user facing systems.

Created the vision and strategy of the end user support organization in the Americas to drive efficiencies and improve the user experience. Manage a geographically dispersed team across multiple locations which included both onshore and offshore resources. Aligned hiring needs, workload assignments, monitored and evaluated performance and initiated corrective or disciplinary actions as well as career development. Facilitated all aspects of the group’s day to day operations for Client Services, Deskside Support, End User Experience, A/V Services including WebEx, Teams, and Zoom, and Mobility services in the Americas, serving 22 sites and 5000+ users. Fostered vendor relationships for contract renewals, license and hardware agreements. Utilized operational metrics to ensure Service Levels are being met and identify areas for improvement and drive resolution of issues to improve the end user experience. Owned, operated and enhanced the ITSM processes, including ticket management and asset management tools following ITIL best practices. Participate in the implementation of the organizational procedures for Information Technology and other general operational matters. Spearheaded the development and adoption of policies, procedures and standards that will guide the organization. Coordinated the planning and processing of purchases related to IT operations budget as well as capital expenditure budget. Worked closely and proactively with business representatives and all members of IT to meet project and business objectives effectively and efficiently. Managed the cellular hardware and policies as well as the vendor relationships with regional carries in North America.