Michael Pistone Email & Phone Number

Boston, MA, US

- Lead technical strategy and operational processes to swiftly diagnose and resolve critical customer scenarios.- Own customer engagement programs that address their ongoing technical needs.- Partner with cross-functional organizations to enhance processes for capturing customer issues and delivering customer solutions.- Oversee and manage key departmental.

Pittsburgh, Pennsylvania, US

- Stakeholder Relationship Management for key accounts with strategic direction & roadmap.- Drove CSAT, adoption, growth, & retention through value creation. Created $2m in new business from existing customers in 2023- Ensured best in class Delivery Performance & Excellence via hybrid deployment methodology: waterfall / agile, 4.9/5 star average CSAT.

Boston, MA, US

- Directing Global Operations for Logistics, Provisioning, and Solution Architecture & Engineering, with 3 manager level direct reports and 20 indirect reports.- Implemented Time Tracking and Work Type Analysis to identify People, Process, and Tool Improvements. Automated 560 work hours per month across services and support in 2020.- Mentoring emerging.

Boston, MA, US

- Directed Global Operations for 11 Solution Architects & Solution Engineers.- Delivered best in class custom solutions and integrations enabling sales and customer retention.- Built service deployment optimization tools for provisioning, hub porting, and project management with continuous improvement cycle. - Optimized request and case management.

Boston, MA, US

- Created process mapping from initial sales engagement through transition to support for the entire organization.- Measured, analyzed, and delivered individual and organizational performance metrics, created Operations Dashboard.- Delivered Training and Coaching on Business Process Improvement within and outside of the GTS organization to drive cost.

Boston, MA, US

- Provided management of services to key accounts including case prioritization, weekly, monthly, and quarterly business reviews, incident and escalation management, and service recovery. - Contributed to the creation, branding, pricing, sales collateral and support of the Premier Care Offering.- Executed account recovery on three strategic accounts.

Lowell, MA, US

- Led value discovery, strategic roadmap, and product implementation discussions with regard to the full suite of Kronos products and services, including software, hardware, cloud, SaaS, software implementation, and education to key accounts. - Defined professional services scope of work for new implementations, upgrades and services. - Delivered budgetary.

Burlington, MA, US

- Lead pre-sales workshops to identify operational pain points that align to the customer's return on investment and value from the ClickSoftware product line. - Drove business intelligence effort to measure workforce management performance across multiple industries.- Conducted business performance analysis on existing customers including performance.

Burlington, MA, US

- Created collateral and tools for use during sales engagements as well as internal education of the sales organization.- Conducted PreSales and Post Sales operational business and data analysis for high level targets and existing customers, demonstrating product value through metrics.- Presentation and Delivery of analysis results, return on investment.

Burlington, MA, US

- Led Requirements Gathering Workshops and Documentation efforts on four large accounts.- Developed Methodology, Requirements Gathering Documents, and Training Materials.- Conducted Data Analysis for three large accounts, one of which solidified a sales engagement.- Facilitated both Project Manager and Business Analyst roles during a POC engagement..

London, GB

- Delivered reporting packages, performance analysis, and data driven process improvement to Top 100 customers within ITIL environment.- Identified key areas of operational improvement based on analysis of customer ticket data to ultimately deliver 20% increase in customer satisfaction and 75% reduction in outage duration.- Drove automation of base.

London, GB

- Managed five Global Service Managers and over twenty F500 accounts.- Designed and launched customer reporting suite, providing Service Managers time to analyze customer metrics instead of creating reports. Suite included performance metrics, user behavior, service levels, issue tracking, quality control, change management, as well as opportunities for.

London, GB

- Provided executive level management of services to four F500 customers with two regional reports.- Implemented service recovery efforts and improvement plans for five major F500 customers and delivered a 100% customer retention record.- Presented audio conferencing disaster recovery and redundancy strategies to the CTO at Merrill Lynch. - Led a ten month.

London, GB

- Provided management of services to four F500 customers within startup environment.- Client initiated promotion to Global Service Manager based on professionalism, knowledge, and proactive nature.- Delivered a 100% customer retention record by improving customer relationships through regularly scheduled communications.- Revised operational process to meet.

- Delivered executive level support for forty dotcom customers within startup environment.- Designed and implemented support procedures including bid process, service requests, change management, quality control, crisis management, issue mitigation, customer outages, escalations, and report delivery. Documented process and provided staff training. - Built.

Havertown, Pennsylvania, US

- Managed sixteen field engineers, servicing over one hundred computer hardware clients.- Applied (pre-training) Six Sigma logic and revised ticket distribution process to reduce ticket backlog from 1 month to 1 day, even under applied staff reductions.n

US

- Provided dispatch support for over one hundred F500 computer networking customers, addressing customer escalations, outages, and coordinating work flow for 75 pre-sale and post-sale field engineers.

- Produced Karaoke music via MIDI Interface with applied sound design skills.

Field Service, Business Analyst

Bachelors, Composition And Performance

Music Theory And Composition