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.
• 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