Peter Manzelli Email & Phone Number

Boston, Massachusetts, United States

Boston, Ma

Perform hybrid role delivering white glove IT support to senior leadership, C-suite, and executives in development office; provide remote support to 100K+ employees across global company. Concurrently serve as application administrator and support desk SME for Citrix.Educate and communicate with users on technical issues and concepts in accessible, non-technical language. • Promptly resolve incident tickets; communicate issues and resolution with end user and escalate tickets, as needed. • As enterprise Slack admin, helped migrate 2000+ users to new application tenant: delivered timely and detailed project updates to senior leadership throughout process. • Recognized by senior executive leadership for providing onsite communication and support while leading project to domain join a development office. • Created new workflow for a software application access request and simplified several steps into single form within ServiceNow.

Somerville, Ma

Worked directly with users; identified needs, reviewed requests for hardware/applications, made recommendations, and directed users to proper resources for provisioning while providing guidance that enhanced workflow. • Organized meetings and liaised between IT consultants and cross-functional teams to discuss user implementation plan. • Played integral role on project team on varying system upgrades and enhancements while deploying hardware utilizing standard project lifecycle tools and activities. • Setup business process design that enabled internal customers and interdepartmental entities to implement process within ServiceNow and across MGH. • Designed process for setup, installation, and implementation of Emergency Room clocks throughout MGH system. • Helped administer Salesforce; initiated contact and onboarding of prospective groups; identified customer’s needs and provided outreach, support, and solutions.

Auburndale, Ma

Provided frontline internal/external technical support remotely and by telephone for 2000+ end users across North America; promptly diagnosed, troubleshot and resolved issues within Windows and macOS environments. • Wrote and documented device setup process that was easily comprehended by end user and distributed to employees across North America. • Re-wrote and documented VPN setup instructions for North America; implementation reduced intake call volume by 20%.

Information Technology

Communications

Associate Of Science - As, Computer Information Sciences - Computer Programming And Web Develo