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
undefinedTimeline
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
Similar Profiles
MUHAMMAD AKRAMMUHAMMAD AKRAM
Virtual Assistant at EBay IncVirtual Assistant at EBay Inc
Jamaal MercerJamaal Mercer
EBay Premium Services Member at EBay IncEBay Premium Services Member at EBay Inc
ANSHUL MAHAJANANSHUL MAHAJAN
IOS Software Engineer at EBay IncIOS Software Engineer at EBay Inc