Thomas Cardillo Email & Phone Number

American Tower Corporation 2011 – 10/2014Service Desk Manager Northborough, MA During my tenure at American Tower my goal is to build an outstanding 24/7/365 support organization. In the last 4 years this was accomplished by hiring 6 talented support personnel, growing the support team from 4 to 10 analysts and implementing effective policies and procedures while meeting or exceeding all of the compliance standards and SLAs goals. Management and Supervision• Supported 3500 employees and contractors at 14 US and 8 International locations.• Supervised technical staff of 10 local and remote analysts. 8 in the US and 2 in South Africa• Developed and implemented over 25 new SOP’s and “How to” documents• Conducted midyear and annual performance appraisals and reviews• Conducted weekly Helpdesk meetings coupled with weekly trainings• Ensured SLA’s where met by generating daily, weekly and monthly metrics reports.• Reported and presented SLA results to upper management and key stake holders• Met all SOX Compliance requirements Technical Support and Administration• Monitored SQL jobs through SQL Server Management Studio• Performed Daily system, network and application checks• Deployed and trained analysts worldwide how to effective use LogMeIn Rescue• Managed Network and Application alert systems. Solarwinds and Alerts site respectively • Shoretel Administration. Provisioning of accounts• VDI administration and trouble shooting• iPad, iPhone and smart phone support• Responsible for all companywide IT support and alert messages• Created and maintained internal and external knowledge baseProject Management• Managed Deployment of 1500 Dell Laptops• Coordinated with project management the support and deployment of Office 365• As part of a team designed, tested and deployed a new IT New Hire Request and termination form.

During my tenure at LoJack, I have helped to build a 24/7/365 support organization. I accomplished this by hiring talented support staff, implementing effective policies and procedures, and meeting or exceeding all of the compliance and SLA metrics we've established. I'm particularly proud of our meeting all Sarbanes Compliance requirements for the past 3 years in a row.Management and SupervisionSupport 250 internal users and 350 external usersSupervise technical staff of 5 local and remote employeesManage day to day work flow of the Helpdesk Conduct annual performance appraisals and reviewsConduct weekly Helpdesk meetings coupled with weekly trainingsHandle all purchasing of Desktops, Laptops, software and accessories to meet company needsAdminister and Manage true-up for Microsoft Enterprise Licensing agreementManage internal Helpdesk Wiki as a knowledge baseManage external Helpdesk Wiki for end user self help sitePlanned and deployed new photo ID security badgesDeveloped new Helpdesk request, tracking and reporting system for the company's Call CentersDeveloped New Hire / Transfer / Term Process in conjunction with Human ResourcesCoordinated 2 office consolidation of our Canadian subsidiary Boomerang TrackingTechnical Support and AdministrationDesigned and deployed Helpdesk Web Site in SharePointConduct internal training for new hires.Managed Deployment of 320 Lenovo ThinkPad Laptops Manage highly secure wireless networkResearch, selected, tested, planned and managed successful deployment of companywide McAfee Encryption SolutionImplemented and supported Laptop tracking and inventory solution for the companyManaged deployment and administration of Iron Mountain laptop backup process in the US, Italy and IrelandManaged company access card security system

Management and SupervisionSupervise daily activities of technical staff in Norwood, Utah and LondonPrioritize and schedule staff workload Maintain physical inventory of hardware and softwareLog all work requests in the tracking software for prioritizing and tracking department workloadTechnical Support and AdministrationRespond to help requests from the tracking software according to the local SLAProvide 24/7 phone support for remote offices; Provide daily 2nd tier support to all PC users including troubleshooting and assistance with their use of all software productsPrimary contact for over 30 remote usersManaged all wiring for local office, including 2 patch panels and punchdownConduct internal training for new hiresAdminister wireless accessAdminister telephone systemTechnical Instruction/TrainingITIL TrainingOrganized and conducted Outlook XP training classes for local and remote usersDeveloped purchasing concept, established solid contact with vendorsTrained helpdesk staff on the telephone systemDeveloped IT web page for entire IT staffProject ManagementAssist other offices with coordination of schedules, sales meeting upgrades, and rolloutsOrganized rollout of Checkpoint SecureClientCoordinated efforts with network services during office-wide domain change

Sole provider of system software and helpdesk for 110 usersInstalled, configured, and maintained hardware and software assetsMaintained all client hardware for laptop and desktopsProvided technical support for seven international officesPurchased hardware and software for national and international officesMaintained SLA with vendors and usersProvided hardware and software support for Fujitsu 9600 and PBX phone systems.

Responsible for hardware and software installationProvided training nationwideResponsible for hardware and software sales and repair

Education record

Education record

Associate Degree, Liberal Arts

Bachelor Of Fine Arts