Paul Prata Email & Phone Number

Washington Township, Nj, Us

Greater New York City Area

As the ITIL Incident/Problem Manager I am currently responsible for all aspects of the Incident/ProblemManagement processes for the client’s IT Service Management tool (HP ServiceCenter). The Business Systems Specialist will interface with all functional areas as wellas the Major Incident Managers, Incident, Change and Configuration Managers.-Major Contributor of the migration of ITIL processes to a new ITSM tool over a 3-year program that improved efficiencies and modernized the IT service management (Service Manager) processes-Led the Problem Management and Continuous Improvement practice to address and improve issues across the Business Technology Infrastructure footprint-Developed a proactive problem management process to anticipate issues and implement improvements to avoid future outages-Established clear ownership for project tasks and a clear schedule for when each task will be performed through various team around the world-SME leading various teams to reduce categorizations (ticket types) from ~750K to under ~90K-Collaborated with business users, IT staff, and other stakeholders to elicit, analyze, and document business requirements, ensuring alignment with project goals and objectives-Monitored project progress and provided regular status updates to stakeholders, ensuring transparency and visibility into project status

As a Hardware Break/Fix Process Analyst, I would assist the Desktop Support Ipad deployment team to review and understand how to have an iPad deployed out in the Pfizer environment. Also, I would assist the team with understanding the daily issues being reported from a Break/Fix report on all iPad related issues. -Assisted the Desktop Support iPad deployment team to review and understand how to have an iPad deployed out in the Pfizer environment-Collaborated with various members of the team to review and discuss the break/fix report on all iPad related issues which resulted in better productivity throughout the company

United States

As an Information Technology Analyst (ITA), I provide a variety of IT-related services, including vendor relationship oversight and guidance of day to day operations of business processes. I am also the liaison between the IT Department and the outsourced vendor. In this capacity, I am tasked with ensuring that the offices and users in their region are receiving the products and services provided by the IT Department in a manner consistent throughout the Firm.-Provided a variety of IT-related services, including vendor relationship oversight and guidance of day to day operations of business processes-Ensured that the offices and users in their region are receiving the products and services provided by the IT Department in a manner consistent throughout the Firm

As a consultant for Pfizer, I am a Business Analyst for the Incident and Problem Management Process Integration between Pfizer & Wyeth.

Working for Wilentz, Goldman & Spitzer we in the IT department are known as Helpdesk Analyst's but our responsibilities are beyond the regular Help desk role. I was responsible for Help desk, desktop support and administration related issues.Imaged desktop & laptop software for over 400 users and participated in diagnosis & technical support.• Corrected network connectivity problems and configured BlackBerrys, iPhones, iPads & Androids.• Diagnosed, configured, repaired and preventively maintained multifunction printers and scanners.• Skillfully utilized Citrix to administer Remote Security Access tokens and deployed desktop software, applications, upgrades, patches & service packs.• Critical participant in inventory management & recovery and provided technical support for Help Desk staff.• Knowledgeably resolved customer problems and supervised Desktop Support problem ticket queues.• Expertly maintained backups, executed network configurations for new users and trained personnel in various technologies.

Computer Technical Support, Information Technology

High School Diploma