Thomas Pirozzi Email & Phone Number

Waxhaw, NC, US

Philadelphia, PA, US

Conshohocken, PA, US

• Lead Major Incident Manager - Lead a global team of 10 Major Incident Analyst, managing daily activities.
• Conducted Quality Assurance checks on team performance, and provided feedback
• Triaged proposed major incidents to determine if impact on system functionality, contractual obligations, revenue generation and regulatory compliance met the criteria for major incidents
• Engaged appropriate technical and business resources to facilitate the resolution of major incidents or the restoration of services
• Composed regular enterprise-wide alerts providing major incident status to stakeholders
• Continuous improvement initiatives of implementing the ServiceNow Major Incident Module and xMatters to automate the process and improve MTTx metrics

US

• Manager of desktop, field support and regional warehouse group that serviced the PC and peripheral equipment for 57 of US Airways’ airport in the Southeastern United States
• Managed 18 technicians in 5 locations that provided the airline’s Southeastern US field support
• Directed Transition Project that replaced 4000 regional PCs and the migration efforts from Lotus Notes to Microsoft Outlook, terminal emulation programs to Citrix client and the upgrade of e-ticket kiosks hardware

• Manager of IT support team of 12 supporting 600 users at the corporate headquarters, 500 desktops, and 25 Windows servers, including Active Directory user account and Group Policy management
• Oversaw a $450,000 budget for managing server, PC, peripheral and software purchases and consultant services
• Reduced service calls 60% via a standard PC image, RIS, Group Policies to lock down desktops and AD for software distribution. Deployed WSUS for Windows patching with a monthly compliance rate of 95%.

• Managed network and desktop support for 150 PCs, including a 20 station trading desk. Provided external client support for the company’s proprietary remote access software.
• Doubled client remote access capacity and speed to company’s internal database by implementing and maintaining a Cisco switch solution.
• Reduced PC expenses by 10% by standardizing vendors and negotiating volume purchases.
• Migrated 7 servers and 150 workstations to new OS with no production downtime.
• Maintained all external data feeds from Bloomberg and ILX for a 20 position in-house trading desk.

Associate Of Science, Business Administration

Bachelor Of Science, General Studies

Diploma, Computer And Electronic Technology