Pierre Duhaime
Central Square,NY
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
Software Demand Manager
EBay Inc
San Jose, CA
06.2024 - 10.2024
- • Supported corporate-wide Software Asset Management plan, aligning with organizational objectives.
- • Created and enforced centralized policies for software acquisition, deployment, usage, and retirement.
- • Led budget planning and forecast future software needs. Collaborated with business units and stakeholders to validate enterprise-wide software demand forecasts.
- • Identified opportunities to optimize software costs, including consolidation licenses and negotiating favorable terms.
- • Built and maintained positive relationships with software vendors, negotiated contracts, and managed agreements.
- • Identified and mitigated risks associated with software assets, including overutilization.
Director, Corporate Information Technology
TCGplayer
Syracuse, NY
11.2022 - 06.2024
- Created supportive work environment that promoted innovation, collaboration, and accountability while effectively addressing end-user needs alongside functional and security responsibilities
- Managed T support and engineering team responsible for delivering all technical support, facilitating end-user software and hardware purchases, and providing endpoint engineering and management services for TCGplayer and all other acquired companies
- Establish service level targets for chat and ticket support to align with business needs, implement staffing and support processes, and develop KPI metrics for measuring and improving service delivery
- Oversaw all external vendor relationships concerning products, services, and contracted resources related to support and engineering
- Managed integrating all TCGplayer support and engineering processes into eBay’s while minimizing impact on TCGplayer employees
Manager, Corporate Information Technology
TCGplayer
Syracuse, NY
02.2021 - 11.2022
- Developed and implemented a technical service desk to service 600+ employees
- Developed, implemented, and maintained IT support SLAs
- Manage deployment of IT infrastructure in newly acquired buildings
- Partner with Senior Leadership to establish technical priorities, standards, and procedures
- Manage the development of process automation across different departments
- Vender owner for all corporate applications
- Manage consolidation of end-user hardware/software during mergers and acquisitions
- Responsible for all technology in corporate offices, including conference rooms, network, physical security, and surveillance
Sr. Manager, EUC, Collaboration, and Implementation
Aspen Dental Management Inc.
Syracuse, NY
01.2017 - 02.2021
- Manage implementation team responsible for deploying all IT-related equipment to over 120 new locations per year
- Managed Endpoint Engineering team responsible for managing MECM (SCCM), Citrix, Zoom, Chrome, Intune, Bomgar, and JAMF
- Managed migration of Aspen’s Citrix environment from on-prem to GCP
- Managed a team responsible for our ServiceNow platform
- Managed the Desktop Support team across four corporate offices and over 800 clinics, responsible for all level 2 endpoint support
- Managed an X-Ray Engineering team responsible for all X-Ray implementation and support
- Managed a collaboration team responsible for conference room design, maintenance, and end-user training
- Managed an Identity Management team responsible for all new hire IT account creation and hardware/software requests
- Managed all procurement for end-user devices
- Project management for all end-user software/hardware projects
- Contract and vendor management
Sr. Manager, End User Services
Aspen Dental Management Inc.
Syracuse, NY
01.2012 - 01.2017
- Created a level 1 call center Service Desk for 7,000 employees over 500 remote clinics in addition to 500 cooperate users
- Created all SLAs and SOPs for the Service Desk
- Worked with business owners to evolve procedures to accommodate growth
- Created all internal quality auditing procedures to ensure proper incident handling and customer satisfaction
- Manage the relationship of 3rd party vendors for remote break/fix, major projects, and new office setup
- Managed the creation of a Citrix environment for remote call center agents
- Manage the daily activities of a five-person service desk and eight-person level II and III tech support
- Responsible for researching and implementing new technologies to better assist the offices with their daily needs
- Implemented AirWatch to allow mobile devices to have full access to internal resources utilizing VPN and certificate-based SSO
Manager, Desktop and Server Support
Aspen Dental Management Inc.
Syracuse, NY
01.2010 - 01.2012
- Manage the daily activities of an eight-person staff supporting 5,000 end-users in 370 remote offices
- Upgraded an Exchange 2003 environment to Exchange 2010
- Implemented and Managed BlackBerry Enterprise server, Good Messaging Server, AirWatch, ADSerfService Plus, and SysAid Helpdesk software
- Lifecycle planning for desktop and server equipment
Sr. Desktop Support Technician
Aspen Dental Management Inc.
East Syracuse, NY
01.2008 - 01.2010
- Support VMware ESX 3.5 running on EMC CX3 SAN
- Develop, Implement, and manage Backup procedures for 250 remote offices, SCCM 2007, Server 2008 Remote app, Remote office digital x-ray equipment and storage, RSA SecurID and SSL Explorer, FortiGate web filtering appliance
- Manage procurement of IT-related equipment
Desktop Support Technician
Aspen Dental Management Inc.
East Syracuse, NY
01.2007 - 01.2008
- Hired as the first Desktop Support Technician for Aspen Dental
- Designed and implemented all desktop support procedures
- Facilitated repairing and replacing office computers for 150 remote offices and 175 employees of the corporate support center
- Work directly with all departments, implementing solutions to increase productivity
- Trained Helpdesk staff to efficiently and effectively troubleshoot user issues
Backup operator / Computer Support Technician
Affiliated Computer Services
Utica, NY
01.2006 - 01.2007
- Preformed and managed all systems backups
- Troubleshot and resolved all backup issues, both hardware and software-related
- Resolved severe issues before the start of business
- Managed multiple exchange servers with over 800 recipients
- Worked with end-users to resolve PC/network/server issues
- Created and updated documentation on policies and procedures
- Created and removed active directory users, groups, and permissions
- Managed 3rd party low voltage and technical contractors for new setups and repair of IT equipment
Lab Support Technician
State University of New York Institute of Technology
Marcy, NY
01.2003 - 01.2007
- Responsible for maintaining and troubleshooting 300 PC and 30 MAC lab environment
- Implemented and maintained a Windows 2003 active directory
- Assisted faculty and staff in implementing and configuring required programs
- Assisted students with problems and questions about the lab environment
Education
Associate of Science - Telecommunications Management
DeVry University
New Brunswick, NJ 08.1999 - 03.2002
Skills
Customer Service
Timeline
Software Demand Manager
EBay Inc
06.2024 - 10.2024
Director, Corporate Information Technology
TCGplayer
11.2022 - 06.2024
Manager, Corporate Information Technology
TCGplayer
02.2021 - 11.2022
Sr. Manager, EUC, Collaboration, and Implementation
Aspen Dental Management Inc.
01.2017 - 02.2021
Sr. Manager, End User Services
Aspen Dental Management Inc.
01.2012 - 01.2017
Manager, Desktop and Server Support
Aspen Dental Management Inc.
01.2010 - 01.2012
Sr. Desktop Support Technician
Aspen Dental Management Inc.
01.2008 - 01.2010
Desktop Support Technician
Aspen Dental Management Inc.
01.2007 - 01.2008
Backup operator / Computer Support Technician
Affiliated Computer Services
01.2006 - 01.2007
Lab Support Technician
State University of New York Institute of Technology
01.2003 - 01.2007
Associate of Science - Telecommunications Management
DeVry University
08.1999 - 03.2002