With over 20 years of leadership and management experience, successfully managed teams ranging from 5 to 25 direct reports across various locations. Consistently exceeded and improved core Key Performance Indicators (KPIs), resulting in recognition for exceptional teamwork, accountability, and excellence. Holds a Six Sigma Green Belt Certification and trained in ITIL Methodology versions 3 & 4. Also certified as a CompTia A+ professional, showcasing expertise in the field.
Hi, I’m
Michael Dirienzo
IT Service Management Professional
Lawrence,MA
Summary
Overview
22
years of professional experience
2
Certification
Work History
Atos Corporation
Service Delivery Manager
01.2023 - 02.2024
Job overview
- Company Overview: @Enel Renewable Energy Andover and Boston offices.
- Host daily huddles with support team to review incidents, tasks and service requests.
- Facilitate bridge calls for major incidents w/ all involved support groups.
- Author and deliver weekly Operations presentation for all Service Requests and Incidents.
- Direct Asset Recovery from remote terminated client employees.
- Managed walk-up service Tech Bar.
- Coach and mentor direct reports.
- Author and deliver monthly SLA's & Volumes Report for client invoicing.
- Ticket analyzation for trending.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Enhanced service delivery by developing and implementing efficient processes.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated new hire recruitment, training and development.
1Path, LLC
Service Delivery Manager
02.2020 - 12.2022
Job overview
- Directed 15 Direct Reports for 1Path's Northeast NOC providing support services for 100+ clients maintaining the highest ticket resolution in the company.
- Reduced ticket backlog by 86%.
- Performed annual employee evaluations.
- Authored numerous outdated support runbooks.
- Investigate low customer satisfaction surveys.
- Authored and delivered monthly KPI presentations.
- On Call scheduling.
- Ownership of customer escalations, support, alerting personnel and facilitating bridge calls for major customer outages.
- Managed clients from varying industries including Law Firms, Medical Facilities, Credit Unions, Real Estate, Global Consulting and Non-Profits.
- Hosted bi-weekly 1 on 1 meetings including career development.
- Root Cause analysis.
- Provided Service Delivery and maintained professional relationships with 100+ MSP clients.
- Collaborated with Technical Advisors and Client Experience Managers to deliver high level support, sales and proactive maintenance.
- Provisioned O365 licensing requests as needed.
- Ticket analyzation for trending.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamlined operations for improved customer satisfaction and retention rates.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Coordinated new hire recruitment, training and development.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
1Path, LLC
Help Desk Manager
04.2019 - 02.2020
Job overview
- Managed a team of technicians, ensuring high-quality service and timely problem resolution.
- Conducted regular reviews of technician performance, identifying strengths and areas requiring further development or coaching.
- Hosted bi-weekly 1 on 1 meetings including career development.
- Authored numerous outdated support runbooks.
- Developed and implemented new processes and procedures.
- Investigate low customer satisfaction survey.
- Ticket analyzation for trending.
- Scheduled staff and delivered training materials and information.
- Collaborated with IT leadership on strategic initiatives aimed at improving overall service quality and user satisfaction levels.
Putnam Investments
Service Desk Manager
02.2014 - 07.2017
Job overview
- Directed Service Desk Support team ensuring continuity of business for 2500 users.
- Increased SLA percentage 3 consecutive years.
- Directed the Desktop Support Level 1 staff of 12 including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
- Authored and delivered data and KPI's to Sr. Management.
- Maintain a central source of standardized documentation, enabling support analysts to recover from outages with minimal disruption to expected service levels. Train, coach and mentor Desktop Support Level 1 analysts including career development.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Hired, trained and supervised team of service staff members to meet business goals.
- Process improvement.
- Facilitate process for communicating outage/emergency activities to the business.
- Analyze survey feedback to improve services, tools and support experience.
BJ's Wholesale Club Headquarters
Technical Project Consultant
01.2013 - 08.2013
Job overview
- Company Overview: (Contractor)
- Re-coordinated POS Device upgrade project that was 1 year behind schedule, successfully completed the project by scheduled date for all BJ's Wholesale Club Fuel Stations
- Coordinated vendor (NCR) activities
- Oversaw vendor hardware installation
- Remote configuration of POS and Skyline images and software
- Issues management, status reporting and data tracking
- Authored standardized documentation procedures
- Conducted End User training
- Directed Battery Upgrade Project for Fuel sites with outdated batteries
- Directed OneAC Surge Protection Project to insure proper wiring of POS and Skyline devices
- (Contractor)
CompuCom
IT Team Leader
08.2002 - 07.2011
Job overview
- Company Overview: (for Cisco Systems).
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Lead and direct Deskside Support team, Remote Technical Support Helpdesk, Executive Support and Dispatching team for 10000+ users ensuring continuity of business.
- Provide leadership for Support Desk operational best practices utilizing ITIL methodology.
- Direct processing for all service and incoming support requests.
- Daily analysis of Remedy 7 incidents assuring policy and standards are met. Management of and reporting on incident analysis information, performance reports, SLA compliance (P2 = 90%, P3 = 93%, P4 = 96%, P5 = 98%, P6 = 100%).
- Ensure client satisfaction by following up on all quality surveys below 3.5 rating and maintain documentation of policies, procedures, and processes.
- Mentor, train, and manage all team members under my geographical jurisdiction.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- First point of escalation between support team members and management.
- Administer performance appraisals for all direct reports.
- Author, implement and monitor policies and procedures regarding how incidents and problems are identified, categorized, documented, and resolved.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Skills
- ITIL v3 & v4 Methodology
- Six Sigma Green Belt
- Data analytics
- Customer satisfaction
- MS Office 365
- MAC Support Environment
- Project Management
- Prioritization
- Verbal & Written Communication
- Incident reporting
- Quality monitoring
- Schedule coordination
Certification
SIX SIGMA GREEN BELT
COMPTIA A+
Languages
English
Native or Bilingual
Accomplishments
Accomplishments
2x Award winner for Excellence
2x Award winner for Accountability
Award winner for Teamwork
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Company CultureHealthcare benefitsPaid time offPaid sick leave401k matchWork-life balanceTimeline
Service Delivery Manager
Atos Corporation
01.2023 - 02.2024
Service Delivery Manager
1Path, LLC
02.2020 - 12.2022
Help Desk Manager
1Path, LLC
04.2019 - 02.2020
Service Desk Manager
Putnam Investments
02.2014 - 07.2017
Technical Project Consultant
BJ's Wholesale Club Headquarters
01.2013 - 08.2013
IT Team Leader
CompuCom
08.2002 - 07.2011
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