Peter M. Cheli, Itil Email & Phone Number

Berkley, MI, US

Southfield, Michigan, United States

• Implement and optimize agile methodologies, resulting in an increase in team efficiency and accelerated product delivery in a technology-driven organization through KPIs and metrics.
• Manage customer success, retention, surveying, monthly meetings, QBRs, creating and managing scorecards and metrics in conjunction with customer retention and satisfaction.
• Design, implement and maintain back-end automation to reduce additional manual labor overhead.
• Manage the company wide implementation of SOC2 Compliance.

Southfield, Michigan, United States

Southfield, Michigan, United States

• Overseeing the business operation and development of MSPs & MSSPs
• Assisting in the creation, development, and growth of additional Managed Offerings to expand the specialty focuses of the business
• Using targeted KPIs and metrics to identify potential weaknesses and areas of improvement
• Bringing efficiency and operational soundness to the departments under my supervision
• Analyzing company wide process, policy and procedure to increase and improve efficiency and profitability

Irvine, California, United States

• Helping to build, grow and maintain multiple MSP offerings
• Promote organizational growth by streamlining service delivery and increasing automation
• Bringing an increased business intelligence focus and utilizing KPIs to drive growth within the departments under my direction
• Analyzing company wide process, policy and procedure to increase and improve efficiency, driving profitability

Novi, Michigan, United States

• Managing the Desktop Services department at Critical Signal Technologies, now part of Best Buy Health
• Lead Project Engineer in the migration of the Desktop Services department from CST SolarWinds to the BBYH ServiceNow environment
• Participate and drive the business-critical LoB application upgrade of Microkey and RDP environment to Ctirix VDI cutover resulting in zero downtime and patients affected
• Develop process, procedure, and workflow around incident submission with process owners and managers at BBYH Corporate
• Manage and maintain the asset management database for BBYH – Novi, lead in the recovery of old assets in the field or track down assets that were not previously documented
• Design KPI’s, metrics and reporting, compose business intelligence data for directors and executives within the BBYH Corporate structure.

Northville, Michigan, United States

• Leading the Professional Service Department in charge of client hardware delivery and escalated on site work.
• Helping to identify room for improvement in process and procedure within the department.
• Assisting clients in achieving their goals in a non-technical fashion without the added pressure of having to work with a technical sales associate.
• Providing an experienced escalation point for the service desk for technical issues that arise.

Northville, MI

• Design, manage and maintain networks for clients based on professional analysis and foresight.
• Gather, audit, and compose business intelligence data to produce individual/team performance metrics for upper management on an ongoing basis
• Manage client relationships and expectations, drive improvement of infrastructure to meet business objectives
• Deliver effective billable time within metrics
• Assess client needs and facilitate sales of equipment and services to provide increase workflow and business functionality

Clinton Township

• Responsible for managing the service team of six members ranging from entry level to senior engineers, incoming ticket queue, assigning tasks, ensuring correct and accurate service delivery in accordance with company.
• Create, develop and maintain performance scorecards on a team and per client basis
• Design and deliver business intelligence reports, leveraging data to drive business efficiency and profitability
• Design and manage to performance metrics laid out by myself and Senior Management team
• Serve as client management escalation point, handling and remediating client satisfaction issues
• Managed client relationships and expectations, drove improvement of infrastructure to meet business objectives

Southfield, MI

• Design, manage and maintain networks for clients based on professional analysis and foresight.
• Gather, audit, and compose business intelligence data to produce individual/team performance metrics for upper management on an ongoing basis
• Manage client relationships and expectations, drive improvement of infrastructure to meet business objectives
• Deliver effective billable time within metrics
• Assess client needs and facilitate sales of equipment and services to provide increase workflow and business functionality

Keego Harbor, MI

• Responsible for managing the service team of twelve employees ranging from entry level help desk to Senior Engineers, incoming ticket queue, level 2 & 3 escalations and purchasing/project requests
• Managed client relationships and expectations, drove improvement of infrastructure to meet business objectives
• Managed client feedback/input during all test phases of application development, including documentation and coordination of test timing, as well as result reporting to development staff and management
• Gathered, audited, and composed business intelligence data to produce individual/team performance metrics for upper management on an ongoing basis
• Assessed client needs and facilitated sales of equipment and services to provide the following: New site infrastructure and equipment installation, current site equipment and infrastructure upgrades, site-wide PC.

• Provided help desk support for H&R Block Tax Pros via online chat and phone, managed client expectations and concerns/complaints
• Assisted H&R Block employees with technical issues in proprietary tax claims management platform as well as general level 1 support for workstation and network issues
• Consistently exceed customer service expectations as set by management

Troy, MI

• Performed desktop support and network support in various client environments
• Deployed workstation, networking, printing, and security technologies in various client environments
• Consistently exceeded expectations in customer satisfaction, completion time and issues resolved across multiple client engagements

Royal Oak, MI

• Assisted with deploying business class networking equipment
• Managed users using Active Directory
• Performed basic Exchange administration functions, managed mailboxes, database files
• Managed client requests, escalations
• Addressed level 1.5 & 2 workstation, network, and server issues
• Consistently exceeded expectations in customer satisfaction, completion time and issues resolved

Royal Oak, MI

• Performed workstation preparation/deployment, hardware diagnostics/maintenance, and malware removal
• Addressed level 1 workstation, network, and server issues

It Management, Computer And Information Sciences And Support Services

Associate Of Science - As, Management Science