Michael D'Amico Email & Phone Number

San Jose, Ca, Us

Pune, Maharashtra, In

• Managed and oversaw assignment, scheduling, and completion of service tickets by field technicians and subcontractors, ensuring alignment with customer SLAs.• Coordinated break-fix and preventive maintenance services, collaborating with Engineering Services foradvanced technical support when needed.• Maintained strong client relationships during service engagements, ensuring customer satisfaction andsecuring sign-off on completed work.• Provided periodic service utilization reports to client success managers for performance review and analysis.• Collaborated with leadership to establish clear escalation paths, workflows, and communication protocols related to service delivery issues.• Worked closely with delivery teams to ensure consistent achievement of SLAs and timely resolution ofcustomer issues.• Produced and managed reporting on completed work requests, customer dashboards, and overall service metrics.• Coordinated with subcontractor resources to align scheduled activities with customer SLAs and projectmanagement requests.• Scheduled post-installation break-fix, preventive maintenance, and quality-of-build repair services.• Worked with respective teams to ensure timely resolution of all customer issues. • Produced and manage reporting of completed work requests and customer dashboarddata.• Coordinated with subcontractor resources as required to scheduled activities in line withcustomer SLAs.• Scheduled post-install break fix and preventive maintenance services.• Scheduled quality of build repair services as requested by project management.

Pune, Maharashtra, In

RAHI Technician. Lead 10+ projects to completion resulting in rapid promotion from Tech 1 to Tech Lead then to Break/fix Managed Services with experience as Field Engineer, Foreman, and Project Manager. Accomplishments and major projects include:• Delivering managed service for VIP’s at top Life Sciences client for 8 months. Supporting all Zoom Rooms ensuring all AV areas are operating at 100% at all times, rapidly diagnosing and resolving issues by working cross-functionally with internal stakeholders and external vendors.• Completed a 85 room AV install for Top Tier Social Media Giant client over 3 months - including programming or resolving issues with Crestron devices. Lead and directed a cross-disciplinary team of 9 people to achieve goals within tight timelines juggling logistics and internal and external communications and weekly project updates. Worked nights or weekends when required due to client change orders. • Deployed multiple rooms at a major ride-sharing company from blank shell to client move-in. Rooms include large company All Hands, Small to Large Conference rooms, Executive Meeting rooms, Huddle Rooms. Equipment included configuring and deploying Crestron, Extron, Shure, Bose and more.• Brought in to troubleshoot and resolve issues with Crestron devices running BlueJeans at a large streaming company. Resolved the issue to client’s satisfaction and quickly concluded engagement.

• Inventory management, task flow control, equipment care and handling andoutbound and inbound services.• Managed over $2M worth of assets and accessories.• Oversaw over 100 small to large events.• Provisioned iPhones, iPads, and Macbooks with Facebook specific image, iCloudand iTunes account.• Assisted in the developing entire quality control process including re-imagingequipment upon return• Created systems to efficiently and effectively manage task system• Managed deliveries and returns of equipment both domestically and internationally

• IT Logistics lead of 21 employees.• Events Lead coordinator as well as point of contact for VIP, "M-Team" andspecial requests.• Scheduler, on-boarding lead and training mentor for the IT Logisticsdepartment at Facebook.• Project lead for all FDOB setups.• Supervised internal audit for the FTC, audited over 5K individual assets.• Interviewed potential candidates for the IT Logistics team on cultural fit andtechnical aptitude.• Streamlined processes across our team that were implicated worldwideleading to increased efficiencies as well as a 33% increase in closed tickets.• Ordered, tracked, and deployed, over 4M worth of inventory• Administered desk-side support, trouble shooting, and customer service toover 10K employees• Supported the Hack Finals as well as many other large scale events.• Analyze data through task and time studies in collaboration with Facebook tocreate up-to-date SLA's required for workflow and forecasting.

Seattle, Washington, Us

• Provide customer service by greeting, assisting customers, responding tocustomer inquiries and complaints.• Monitor sales activities to ensure customers receive satisfactory service andquality goods.• Enforce safety, health, and security rules.• Listen to and resolve customer complaints regarding services, products, orpersonnel.• Provide staff with assistance in performing difficult or complicated duties.• Perform work activities of subordinates, such as cleaning and organizingshelves and displays and selling merchandise.

Seattle, Washington, Us

• Preventing shoplifts and shrinkage, ensuring customer and employee safetyas well as responding accordingly and hastily to accident or injury.

Us

• Managed a store of 50+ employees 2 nights a week before the age of 21.Scheduling, auditing and problem solving were a necessity on the regular.