Mike Vanchieri Email & Phone Number

Mahwah, Nj, Us

Lead a global team of Technical Support Engineers of varied skill sets ranging from Level 1 through Level 4.Increased the Return on Investment (ROI) of each engineer by 45% through the assignment of various training courses while tracking their progress to both sharpen and align their skills with clients' needs.Implemented a new web-based Customer Portal (DeskDirector) to provide a more streamlined method for clients to submit service-related issues and requests, resulting in both a 40% increase in engineer productivity along with a 50% reduction in end-user and system downtime.Directly interface with Senior Management-level personnel of each Managed Services client to mediate and remedy any potential service-related issues and/or requests along with ensuring a high-level of customer satisfaction and retention through active listening and prompt calls to action.Conduct weekly conference calls with Middle-level managers of each Managed Services client which include ticket reviews, Service & Operations inquiries, and Service Level Agreement (SLA) compliance.Manage the end-to-end customer relationship by prioritizing Technical Support issues and act as the primary escalation point, thereby removing any potential barriers in order to reach desired resolutions.Authored all documentation defining the Standard Operating Procedures (SOP) of the Service Desk which enables each engineer to adhere to and exceed client expectations by 60%.Developed an Employee Review Process based on specific metrics and Key Performance Indicators (KPI) to determine role advancement.Perform weekly reviews of procedures within the Service Desk to ensure smooth and efficient workflows as well as daily oversight of each engineer's Service & Project tickets to maintain timely resolutions of issues.Manage multiple concurrent projects consisting of scheduling technical resources and perform follow-up to ensure the completion of all client deliverables within the specified SLAs.

Mahwah, Nj, Us

Managed the daily operations of the Technical Service Desk by utilizing a hands-on approach through solid communication skills comprised of Service Delivery, Resource Allocation, and Time Management.Led a local team of Technical Support Engineers ranging from Level through Level 3.Coordinated and managed several simultaneous projects of varied complexity and prepared for client delivery.Authored the Service Desk's technical and onboarding documentation including the Technical Reference Guide and Engineer Setup & Information Guide.Continually researched and implemented new technology tools into the Service Desk ecosystem and authored supporting documentation for distribution to all Technical Support Engineers and Managed Services clients.

Authored Standard Operating Procedures, Business Policies, and Compliance documentation for several start-up companies in varying industries.

Noida, Uttar Pradesh , In

Successfully led a Service Desk team of 16 Technical Support Technicians located both in-house and remote which consistently yielded over a 95% end-user satisfaction rate.Monitored team performance and demonstrated a consistently high level of customer service and top-notch support to the end-user community while having continually met and exceeded established Service Level Agreements (SLA).Established and maintained clear benchmarks which increased team productivity and quality of service by 60%.Authored all Service Desk documentation including Standard Operating Procedures (SOP), work instructions, and training guides which increased output and efficiency by over 50%.

Noida, Uttar Pradesh , In

Managed the day-to-day operations of the Technical Service Desk including weekly & on-call shift scheduling of the technical support staff and escalating issues to the appropriate support groups when necessary.Monitored and responded to Technical Service Desk requests for all internal employees and external clients.Assisted IT management with technical project planning & budget allocation for various product life cycles.

La Défense, Cedex France, Fr

Managed & monitored centralized ticketing system queues and addressed service tickets & tasks accordingly.Researched and identified new, emerging, and cost-reducing technologies and provided findings along with implementation recommendations to upper-management.Closely collaborated with decision-makers in other departments along with business partners and internal stakeholders to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects across the entire organization, leading to a year-over-year reduction in costs by over 40%.Oversaw the offshore call center consisting of 40 Level 1 Technical Support Specialists to ensure both the foreign and domestic support teams worked efficiently as one cohesive unit along with receiving escalations when necessary.Provided training, “how-to” instruction, and supporting documentation for end-user support requests. Closely collaborated with management across the entire IT organization on technical project deployments.Assisted management in technical project planning and budget allocation for desk side product life cycles.Strove to have always been available for immediate assistance while having set the appropriate expectations with end-users.Extensive experience with supporting, configuring, and maintaining the Windows Desktop Platform (Windows 7 & Windows XP) along with the Microsoft Office 2010 & 2007 suites and Microsoft Lync instant messaging application.Utilized and applied a strong working knowledge of managing Active Directory resources along with a wide assortment of resource management, deployment, and support tools to successfully complete required tasks.Built, updated, and maintained Windows OS images via Symantec Ghost for all corporate desktop and laptop models.Implemented and managed the IT department's Network Attached Storage (NAS) device for data backup, redundancy, and disaster recovery.

La Défense, Cedex France, Fr

Monitored centralized ticketing system queues and provided end-user technical support of desktop & laptop hardware, software, and peripheral issues.Responsible for desktop & laptop hardware and software troubleshooting, repair, installation, and upgrades.

Owned, managed and operated a 100% Internet-based e-Commerce website selling aftermarket parts for Harley-Davidson and Special Construction custom motorcycles.

Atlanta, Ga, Us

Assisted with planning operating system migration project of 150+ Dell desktops and laptops from Windows 2000 Professional to Windows XP Professional.Managed a team of 10 Desktop Support Technicians which provided post-migration 3rd level Desktop Support for 200+ end-users at company headquarters throughout a large desktop & laptop rollout project.

Basking Ridge, Nj, Us

Provided Tier 3 wireless data technical support for Verizon Wireless' external customers.

Designed and implemented complete back-end systems including Active Directory and Microsoft Exchange.Managed all elements of a network infrastructure deployment including Cisco routers & switches, Dell desktops & laptops, and Dell PowerEdge servers.Managed 5 independent consultants along with conducting performance reviews.Provided desktop, network, and technical support to upper management, as well as documenting all changes and technical issues & resolutions.

Provided extensive desktop and network support for 500+ end-users which included troubleshooting network and connectivity issues.Managed migrations, upgrades, and computer setups.Streamlined processes by developing customized computer builds and storing them on a network file server for easy download onto individual computers.Imaged, configured, and deployed new PC’s and laptops to end-users for three Microsoft Operating System migration projects.

Created and maintained 500+ domain user accounts and security permissions in Windows 2000 & NT 4.0 Server.Created e-mail boxes and managed distribution lists in Exchange Server 5.5Imaged and deployed 500+ new PC’s and laptops to end-users.Provided extensive network troubleshooting for connectivity-related issues.Developed and implemented test environment for Active Directory migration project.

Morristown, New Jersey, Us

Managed a team of 20 IT technicians for a 150 laptop rollout project and provided technical support as needed.

Bachelor Of Arts (Ba), Business Administration And Management, General

Certificate Of Completion, Network Engineering & Data Communications

Associate Of Arts (Aa), Liberal Arts And Sciences/Liberal Studies

High School Diploma