DeNigris - Experience
Silver Lake – Technology Management, 2021 – Current Senior Manager, Global Service Desk • Lead global support team responsible for providing exceptional level of support to C-suite executives and down • Created processes around offboarding/offboarding, global support (hardware ordering, stock, ticketing, response SLA’s, On Call, scheduling etc.) • Built out VIP Support Team and processes to provide ongoing support to Managing Directors and above • Consistently reviewing ticket queues to ensure timely responses and act as an escalation point for issues • Conduct weekly 1 v 1 meetings with global support techs to ensure performance / career development and goals are being met and to address any issues • Conduct live training sessions to give in-depth knowledge of services • Provide proactive coaching and mentorship for the team to ensure support goals are being met • Conduct round table discussions with various teams around the firm to provide training for products, announce new services, get feedback on support, and gather other ways that could help them work better/more efficiently • Act as lead on several global projects: Avaya to Zoom Phone, building out Knowledge Base, New Hire / End User Training area TPG Capital, LLC – New York, NY, 2011 – 2021 Senior Manager, Global Service Desk • Lead a team of successful, high functioning L1/L2/L3 technology engineers responsible for providing high level of support to C-suite executives and down • Serve as Support Engineering lead and act as a single point of escalation for all aspects of support • Provide local and remote support to offices across the U.S., Asia, Europe and Australia • Head of global desktop team responsible for initiatives to improve the end user computing experience as well as testing and maintaining technology hardware and software • Led major global migrations: Windows 10, Office 2016/365, WatchDox to Box • Completion of WatchDox migration will save the firm $190K in the first year and $550K in the next 3 years • Worked with Compliance and HR teams to develop and streamline company-wide on-boarding and off-boarding processes • Responsible for creation of internal-IT and end user facing Knowledge Base and Runbooks • Lead system administrator for cloud content management sites: Box and WatchDox • Responsible for maintaining IT procurement and relationships with hardware, software and security vendors • Mentor, advise and develop a team of highly focused professionals while promoting a sense of urgency to ensure end user requests are handled according to Service Level Agreements • Worked with HR and Compliance to overhaul training agenda and documentation for IT staff and new hires • Oversee team scheduling, hold weekly meetings to discuss ticketing and SLA expectations and conduct performance reviews • Ensure all issues are correctly logged and tracked (analysis,