Michael Spizzeri Email & Phone Number

New York, Ny, Us

125 Broad Street

Manage day to day operations of the helpdesk including satellite offices.Manage scheduling of support analysts, phone coverage and projectsContinually update staff on new technology, SOP’s, and various fix’s for applicationsAdministrator of Magic (BMC Service Desk), Accuroute, RSA, AD, Document Management, BESMaintain SOP documentation, DR information, and Quarterly reviews Supply phone coverage on weekends, overnights when necessary to ensure 100% coverage Train newly hired IT staff on procedures and proprietary information for the firms infrastructureIT Liaison for the Library and various other groups within the organizationTraveled to satellite offices to upgrade hardware/software for 2007office rolloutMaintain asset control over loaner equipment (USB, Laptop, Cell phones, Air Cards)

Reported escalated and resolved issues in call-tracking software (Computer Associates), following carefully the priority levels set and document steps established towards resolution for specific problems.Applied detailed documented logs of troubleshooting and/or systems analysis techniques and procedures to determine if problems reported were hardware, software, local, global or user training issues and escalated when necessary.Monitored the Global WAN/LAN status via network monitoring software and escalated critical issue to local IT staff.Escalated new software issues/bugs to management (virus, application changes, service pack updates, issues, etc.)Provide proactive solutions to common issues and developed many SOP's for the desk that have been implemented globally.Exhibited oustanding Total Contact Ownership (TCO) metrics on all issues opened from beginning to end via phone/email/personal updates with the user on a regular basis until issue is completely resolvedHands-on experience in desk side troubleshooting (PCs, Printers, Blackberry).Performed floor support, document/return voice mail calls, or handle e-mail requests sent to the Service DeskMeeting Coordinator for weekly IS meetings with the service desks staff and management.Major contributor to updating and creating new entries into our knowledge base. Created documentation for un-documented fixes with step by step instructions to reach resolutions. To distribute firm wide administrative memoranda and departmental memoranda via the firm’s email system as necessary.

Primary contact and trainer for various client specific proprietary applications.Primary client technical escalation supporting 4500 remote end users. Performed advanced software troubleshooting and hardware triage support for remote users.Windows Configuration and software configuration: email accounts, ip addresses, web browser installation, and local workstation network.Monitored the security and integrity of the help desk Master laptops.Escalated new software issues/bugs to management (virus, application changes, service pack updates, issues, etc.). Reviewed and evaluated new technology enhancements.Participated in IS internal meetings as necessary to be well informed in front of the end users in understanding projects, planned changes, etc. Identified operational risks and set up procedures to counter those issues.Provided recommendations to the training manager on changes to the reference library or training requirements. Responsibilities included the day-to-day call management and operation of the help desk which included a staff of 20 technicians. Ensured techs were informed of new issues & resolutions. Identified techs that needed additional training.Monitored floor at all times to ensure that SLA’s are met accordingly. Observed the queue for new calls and the status of existing calls. Escalated all issues that may affect SLA immediately to the Help Desk Manager and Business Director.Counseled staff on attendance and performance issues as needed both verbally and in writing. Ensured proper coverage for shifts at all times. Managed lunch/break schedules appropriately. Coached, monitored and trained to ensure continued staff growth. Reviewed call logs, performed service observes to review call quality. Addressed issues as needed. Worked with end users and appropriate IS staff in evaluating vendor products.

Bachelors, Technology Systems

Computer Information Systems

Education record

Graduation Regents Diploma