Ozzie Pardilla
Califon,NJ
Summary
Customer support and IT service-delivery leader with experience managing support operations, leading technical teams, and improving service processes. Experienced in overseeing Level 2 technical support and IT operations in both business and education environments. Known for resolving complex issues, improving workflows, and helping business and technical teams work together to deliver reliable service.
Overview
1
1
Language
1
1
Certification
29
29
years of professional experience
Work History
Director of IT Infrastructure
Morris School District
Morristown, NJ
07.2024 - 06.2026
- Led the IT team responsible for district-wide technology operations, end-user support, infrastructure reliability, and delivery of technology initiatives across 10 schools and 3 administrative offices.
- Directed and developed technical staff, establishing priorities, supporting professional growth, conducting performance evaluations, and ensuring consistent service for educators, administrators, students, and families.
- Served as a primary point of contact for complex technology issues, balancing end-user and staff needs, operational demands, and technical requirements.
- Streamlined support processes, escalation paths, documentation, and communication practices, enhancing timely and reliable assistance for users.
- Oversaw vendor relationships, contracts, renewals, and service issues to ensure high service quality and address user problems effectively.
- Coordinated technology deployments, construction projects, upgrades, and lifecycle replacements, ensuring minimal disruption to daily operations through effective change communication.
- Worked with technical staff and vendors to maintain secure, reliable networks, systems, and devices while supporting data-protection and cybersecurity practices.
Assistant Director of Technology / IT Operations
Morris School District
Morristown, NJ
07.2016 - 06.2024
- Provided leadership for daily IT operations and support services, maintaining consistent technology service across district locations.
- Partnered with the Director of Technology to translate district technology priorities into operational plans, coordinate staff and resources, communicate progress and risks, and support timely resolution of high-impact issues.
- Supervised IT personnel for device support, software troubleshooting, classroom technology, networking, and user assistance, ensuring effective service delivery across all areas.
- Managed competing support requests and technology projects, helping the team prioritize work based on urgency, instructional impact, and operational needs.
- Supported major technology initiatives involving endpoint devices, network improvements, security tools, system upgrades, and asset management.
- Collaborated with administrators, teachers, vendors, and technical staff to plan technology changes, resolve service concerns, and facilitate successful adoption.
- Developed and maintained support procedures, technical documentation, and communication materials, enhancing consistency for technicians and end users.
- Helped manage vendor relationships and purchasing decisions, ensuring products and services met instructional, user, and operational needs.
IT Technical Support Specialist
Morris School District
Morristown, New Jersey
12.2000 - 06.2016
- Supported Morris School District staff and students with hardware, software, and network troubleshooting.
- Assisted users with password resets, account access, and email support.
- Resolved classroom technology problems for teachers, students, and administrative offices.
- Managed help desk tickets and monitored technical requests through district support platforms.
- Installed software updates, security patches, and device configurations for school computers.
Customer Service Project Leader / Level 2 Support Lead
Dendrite International- Supporting Johnson & Johnson / Ortho McNeil/Biotech
Morristown, NJ
09.1998 - 12.2000
- Led a Level 2 technical support desk serving Regional Business Directors and District Managers and resolving escalated hardware, software, and application issues.
- Provided phone- and email-based support to field users, handling complex cases with professionalism, patience, and clear communication.
- Recognized by management for customer service, professionalism, and effective handling of difficult or complex support situations.
- Developed customer-service documentation, support protocols, and procedures to promote consistent issue resolution and improve the support experience.
- Coordinated regional and national equipment and software upgrade initiatives, in-field equipment and software rollouts, communicating changes, addressing user concerns, and supporting adoption.
- Worked with customers, field personnel, and software-development teams to capture user feedback, clarify requirements, and help improve products and support processes.
- Assisted with issue tracking, escalation, and follow-through to ensure problems were resolved within SLA requirements.
Customer Support Representative
Dendrite International- Supporting Johnson & Johnson / Ortho McNeil/Biotech
Morristown, NJ
08.1997 - 09.1998
- Delivered Level 1 telephone technical support, diagnosing routine hardware, software, connectivity, and application issues, guiding customers through resolution steps.
- Achieved service-level agreement benchmarks for responsiveness, documentation, escalation, and follow-up, ensuring timely customer support.
- Documented customer interactions, issue details, troubleshooting actions, and resolutions in support systems to maintain accurate records and facilitate future support.
- Escalated complex cases to appropriate teams, ensuring customers were informed of status and next steps for resolution.
Education
Master of Arts - Computing in Education
Columbia University
New York, NY05-2020
Bachelor of Science -
University of Phoenix
Tempe, AZ08-2005
Certificate Data Center Support -
Chubb Institute
Parsippany, NJ08-1997
Skills
- Customer support management
- Team Leadership, Staff Development & Performance Management
- Onboarding, Training & Coaching
- Escalation Management
- Help desk management
- Ticket management
- Support Documentation, Knowledge Resources & Standard Operating Procedures
- Process Improvement & Workflow Development
- Cross-department collaboration
- Customer Communication & Stakeholder Management
- Project coordination
- Deployment support
- Vendor coordination
- IT Operations & Infrastructure Support
Personal Information
Title: Customer Support Manager | IT Service Delivery | Support Operations Leadership
Certification
Google Cybersecurity Certificate – 2024
Languages
Spanish
Native/ Bilingual
Timeline
Director of IT Infrastructure
Morris School District
07.2024 - 06.2026
Assistant Director of Technology / IT Operations
Morris School District
07.2016 - 06.2024
IT Technical Support Specialist
Morris School District
12.2000 - 06.2016
Customer Service Project Leader / Level 2 Support Lead
Dendrite International- Supporting Johnson & Johnson / Ortho McNeil/Biotech
09.1998 - 12.2000
Customer Support Representative
Dendrite International- Supporting Johnson & Johnson / Ortho McNeil/Biotech
08.1997 - 09.1998
Master of Arts - Computing in Education
Columbia University
Bachelor of Science -
University of Phoenix
Certificate Data Center Support -
Chubb Institute