Michael Mastandrea
St. Petersburg
Summary
PMP-certified professional with 10 years of extensive IT technical experience and 3 years of supervisory leadership. Proven ability to coordinate complex technical initiatives, manage diverse stakeholder relationships, and drive impactful process improvements within dynamic IT environments. Seeking to transition into a dedicated Project Management role, leveraging a strong foundation in IT operations, hands-on team leadership, and PMP methodologies to ensure successful project delivery and strategic objectives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Technician II
Moffitt Cancer Center
Tampa
10.2019 - Current
- Served as primary technical liaison for a satellite campus, managing day-to-day IT needs and acting as a key point of contact for campus-specific IT projects and initiatives.
- Coordinated extensively with internal IT teams and relevant business units to troubleshoot and resolve technical issues before engaging 3rd-party vendors, managing service level agreements (SLAs), and ensuring critical system uptime for campus operations.
- Managed Adobe Pro licenses rollout, leading an initiative to cut costs on 90+ day licenses and determine departmental needs/workarounds, successfully optimizing licensing by confirming customer requirements and implementing a new process.
- Led initiatives to develop and refine operational plans, resulting in improved efficiency and documentation standards across IT processes.
- Managed the hardware lifecycle planning for end-user devices and coordinated printer vendor relations, ensuring timely deployment and support.
- Implemented proactive mitigation strategies by ensuring proper processing of old equipment to maintain the highest level of internal security and prevent potential data breaches.
- Coordinated IP reservations and device configurations across the network, contributing to network infrastructure projects and maintaining system integrity.
Field Services Engineer Supervisor
IT Authorities
Tampa
10.2018 - 02.2020
- Supervised a team of field technicians, providing mentorship and support in complex issue resolution, improving team efficiency by 10% by understanding employee needs and collaboratively developing solutions.
- Managed critical on-site escalations, implementing rapid solutions to ensure minimal client downtime and maintain business continuity, proactively identifying and resolving project impediments.
- Led the IT environment rollout project for a newly acquired location in California, collaborating with the customer success representative to plan, execute, and monitor process goals for successful deployment within 1 month, ensuring seamless integration of our environment.
- Trained end-users on new systems and processes, significantly enhancing user self-sufficiency and overall customer satisfaction.
- Partnered with vendors to troubleshoot equipment and coordinate timely installation rollouts, ensuring adherence to project schedules and specifications.
Help Desk Lead
KWC MSP
Clearwater
07.2018 - 10.2018
- Acted as primary point of contact for all IT support issues, effectively triaging and managing a high volume of client requests.
- Created comprehensive technical documentation and knowledge base articles for recurring issues, standardizing troubleshooting processes.
- Maintained critical vendor relationships, specifically for dental software platforms, and supported successful system upgrades and deployments.
Support Engineer / Case Moderator
Dell ProSupport / EMC
Tampa
08.2016 - 10.2018
- Provided Tier I/II technical support for Windows/Linux systems, resolving complex technical challenges.
- Collaborated with cross-company partners like Microsoft and Adobe to resolve escalated support cases, ensuring timely resolution for critical issues.
- Led internal coaching sessions and quality reviews, resulting in a measurable improvement in team case handling efficiency and customer satisfaction.
Sales Consultant / Technology Expert
Lexus of Tampa Bay
Tampa
09.2015 - 08.2016
- Delivered personalized technology demonstrations tailored to individual client needs and preferences, enhancing product understanding and sales conversion rates.
- Managed follow-ups and meticulously maintained CRM data for leads and current clients, contributing to client retention strategies.
Supervisor of Lot Porters
Pinnacle Automotive
Tampa
03.2013 - 12.2014
- Supervised daily operations and scheduling for multiple locations, demonstrating strong organizational and resource allocation skills.
- Directed and trained a team of lot porters, ensuring adherence to company standards and procedures.
- Maintained stringent quality standards for lot presentation and customer service, contributing to overall customer satisfaction.
Education
B.A.S. - Technology Development And Management, Project Management, Cybersecurity
Saint Petersburg College
Clearwater, FL12-2024
A.S. - Network Systems Administration
ITT Technical Institute
Jacksonville, FL01-2017
Skills
- Strong Organizational & Time Management
- Emotional Intelligence
- Cross-functional Team Collaboration
- Conflict Resolution & Stakeholder Engagement
- Process Improvement & Documentation
- Vendor Coordination & Technical Leadership
- Agile Mindset & Adaptability
- Effective Communicator & Active Listener
- Operating Systems
- Software
- Administrative Tools
- Tools & Platforms
Certification
Project Management Professional (PMP), 07/01/24
References
References available upon request.
Timeline
IT Support Technician II
Moffitt Cancer Center
10.2019 - Current
Field Services Engineer Supervisor
IT Authorities
10.2018 - 02.2020
Help Desk Lead
KWC MSP
07.2018 - 10.2018
Support Engineer / Case Moderator
Dell ProSupport / EMC
08.2016 - 10.2018
Sales Consultant / Technology Expert
Lexus of Tampa Bay
09.2015 - 08.2016
Supervisor of Lot Porters
Pinnacle Automotive
03.2013 - 12.2014
B.A.S. - Technology Development And Management, Project Management, Cybersecurity
Saint Petersburg College
A.S. - Network Systems Administration
ITT Technical Institute
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