Matthew Fennessy
Braintree,MA
Summary
IT leader with over 15 years of progressive experience in steering End User Services within enterprise healthcare settings. Expertise in scaling operations, managing multi-regional teams, and consistently delivering high-quality IT support across the U.S. and Canada. A commitment to optimizing system performance and resolving technical challenges drives the delivery of efficient IT solutions. Recognized for fostering collaborative teamwork and adaptability in fast-paced environments while maintaining a strong focus on achieving results.
Overview
27
27
years of professional experience
1
1
Certification
Work History
IT Associate Director, End User Services – Healthcare US & Canada & MilliporeSigma Great Lakes Region
EMD Serono, Inc.
Boston, MA, USA
09.2024 - 03.2026
- Lead End User Services across 15 sites supporting 4,000+ users with a team of 25+ staff
- Manage $2M annual IT services budget
- Drive standardization and operational consistency across regions
- Partner with business and IT leadership to align support models with organizational goals
- Manage IT projects, including large $3 Billion M&A integration project in 2025
- Mentored junior staff, fostering skill development and knowledge sharing within the team.
- Developed and maintained documentation for IT procedures, ensuring compliance with industry standards.
- Collaborated with cross-functional teams to align IT strategy with organizational goals and initiatives.
IT Associate Director, End User Services – Healthcare US & Canada
EMD Serono, Inc.
Rockland, MA, USA
09.2015 - 09.2024
- Directed End User Services across multiple sites North America, supporting large enterprise user base (2K people)
- Led regional IT team of 12 people, improving service delivery, response times, and user satisfaction
- Standardized processes, tools, and support structures across multiple locations
- Managed vendor relationships and escalations for critical support functions
Manager, End User Services – Northeast US
EMD Serono, Inc.
Rockland, MA, USA
09.2012 - 09.2015
- Managed Rockland based IT Team
- Improved service desk performance and onsite support efficiency
- Developed team structure and workflows to support growing business demands
IT Team Lead – End User Services
EMD Serono, Inc.
01.2009 - 09.2012
- Supervised desktop support team and day-to-day operations
- Provided escalation support for complex technical issues
- Helped implement process improvements and service standards
Desktop Support, Team Lead
State Street
Greater Boston Area, USA
01.2005 - 12.2008
- Led desktop support team in a high-demand financial services environment
- Provided advanced troubleshooting and escalation support
- Coordinated support coverage and ensured SLA adherence
Desktop Support – IT Technician
Visual Networks
Rockville, MD, USA
07.1999 - 07.2003
- Delivered end-user technical support across enterprise environment
- Supported hardware, software, and network troubleshooting
Education
Information Technology
University of Massachusetts Boston
Skills
- IT incident management
- Network troubleshooting
- IT asset management
- IT vendor management
- IT infrastructure
- System administration
- Information security
- IT service management
- Customer service
- Problem-solving abilities
- Microsoft windows and office
- Desktop support
Accomplishments
EMD Serono President's Award Winner - 2018
Certification
- Microsoft Certified Systems Analyst
- ITIL Certified
Timeline
IT Associate Director, End User Services – Healthcare US & Canada & MilliporeSigma Great Lakes Region
EMD Serono, Inc.
09.2024 - 03.2026
IT Associate Director, End User Services – Healthcare US & Canada
EMD Serono, Inc.
09.2015 - 09.2024
Manager, End User Services – Northeast US
EMD Serono, Inc.
09.2012 - 09.2015
IT Team Lead – End User Services
EMD Serono, Inc.
01.2009 - 09.2012
Desktop Support, Team Lead
State Street
01.2005 - 12.2008
Desktop Support – IT Technician
Visual Networks
07.1999 - 07.2003
Information Technology
University of Massachusetts Boston