Greg Pascal, Itilv4 Email & Phone Number

Mountain View, California, Us

Manage daily performance of the on-site and virtual service desk technology support teams through proactive and reactive tech care services. These servicesinclude end-to-end endpoint and mobile device asset lifecycle management as well as handling technical issues related to hardware, network, operatingsystems, security, collaboration software and services.Design, create and review real-time, daily, weekly, and monthly metric reports for Technology Care Support Services to ensure that all service level targets arebeing met per department goals and objectives.Identify and implement process, technology and talent resourcing improvements that will enable productivity and drive consistency in how support is providedto all workers.Plan and drive technology support related projects and initiatives with a keen focus on leveraging leading edge machine learning technology, care triage, selfhelp deflection and automated workflow / call deflection BOTS Appropriate daily handling of key stakeholder leaders, responding to urgent escalations ortechnical support or services issues of diverse scope where analysis of situations and/or data requires evaluation of a variety of factors, including anunderstanding of current business trends and technology in use at Intuit.Lead and grow a highly engaged and diverse team of technical talent. Define and regularly review current organizational structure, ensuring alignment todepartmental and business strategies.Manage key suppliers, contracts, and finances as assigned.Drive continuous improvement in all measured areas of responsibility.

Noida, Uttar Pradesh, In

• Manage budget and resource allocation to support business functions, maintain margins (PnL), and operational maintenance. • Provide clear, effective communication and proactive relationship management with and between the Customer and auxiliary support teams. • Ensure the delivery and operational performance of Managed IT Services that meet and/or exceed the quality and service levels specified in the Customer contract. • Define, track and report on status of IT service deliverables and ticket management. • Drive cross regional communication to ensure that overseas counterparts & regional support teams execute on agreed upon project management principles, practices, and delivery in a timely fashion. • Provide overall coordination and data gathering for customer's production environment to maintain their application, hardware, or asset mgmt. requirements and dependencies to establish new or enhanced processes. • Accountable for ensuring operational and training-related documentation for all technology or applications supported by the team is completed and up-to-date. • Point of Contact (POC) on P1/P2 bridges/Major Incident Mgmt. (MIM) meetings, and PIR — Post Incident Report calls as the initial escalation point for the team. Key Achievements:- Enhanced the New Joiner process for customers by procuring elevated access rights to support team for new user accounts, thereby decreasing customer wait times by 67%. - During period of high attrition, improved backlogged ticket volume by 73%. - Managed resources during pandemic using a modified onsite/remote model to continue delivering optimum service to both in-office and remote clients.

New York, Ny, Us

Ownership of IT service reporting (e.g., productivity metrics, KPIs, SLAs) and quality control, including compliance reporting, management escalation, and process auditing for IT operations. Led the ITSM aspects of ITIL processes, including service transition, change management, incident investigations and management, problem management, and service catalog. Served as subject matter expert for ITSM practices, guiding key stakeholders in the utilization of ITSM practices to deliver high quality IT services. Educated and trained employees to encourage the adoption of ITSM practices.Key Achievements:• Championed the improvement of service desk metrics for mean time to repair by 53% in three months’ time, closing previously identified gaps in SLAs.• Established collaborative relationships with cross-functional teams to ensure client needs are met and ongoing tasks are appropriately managed.• Developed and implemented process documentation, and policies, related to process framework, SOPs, roles and responsibilities, tool requirements, performance management plans, communication plans, and training requirements.• Identified areas for improvement, initiating activities to drive process optimization, risk mitigation, and technology utilization.

Boston, Massachusetts, Us

Managerial oversight and direction to a team of field service managers and remote engineers, including the development and refining of the management strategy for department operations, process building, and continuous improvement. Created and managed resolution plans in response to negative or neutral CSAT and NPS results. Performed quality assurance on tickets and flows throughout the service lifecycle. Maintained monthly and quarterly metrics and service tools to ensure high levels of availability for clients. Key Achievements:• Nurtured talent, providing coaching, mentoring, and formal learning opportunities (e.g., training programs) for staff, encouraging skill and knowledge development, as well as the attainment of both individual and organizational goals. • Championed the application of ITIL and industry best practices to support, develop, and improve services, processes, and functions.• Streamlined resource utilization to improve quality by highlighting deficiencies and implementing appropriate tools and methodologies.

Zurich, Ch

Leadership of a team of global cross-functional team members in the reassigning and re-alignment of global customer service management procedures to enhance production despite inefficient workflows.Key Achievements:• Implemented an innovative ticket dispatching solution to decrease response time by 10%, improving overall departmental performance metrics.• Enhanced IT delivery efficiency and increased customer satisfaction by 15% following introduction of high-visibility improvement initiatives.

Zurich, Ch

• Developed strong interpersonal skills and technical expertise as the Executive Services’ Primary Support for the Board of Directors and the Global Executive Board members using a “white glove” approach. • Advanced troubleshooting and resolution of desktop/laptop, server, application, and basic IP Telephony issues.

Bachelor'S Degree, Information Technology With Advanced Information Systems Security Certificate

Mechanical Engineering