Michael Damico

• Managed and oversaw assignment, scheduling, and completion of service tickets by field technicians and subcontractors, ensuring alignment with customer SLAs.
• Coordinated break-fix and preventive maintenance services, collaborating with Engineering Services for advanced technical support when needed.
• Maintained strong client relationships during service engagements, ensuring customer satisfaction and securing sign-off on completed work.
• Provided periodic service utilization reports to client success managers for performance review and analysis.
• Collaborated with leadership to establish clear escalation paths, workflows, and communication protocols related to service delivery issues.
• Worked closely with delivery teams to ensure consistent achievement of SLAs and timely resolution of customer issues.
• Produced and managed reporting on completed work requests, customer dashboards, and overall service metrics.
• Coordinated with subcontractor resources to align scheduled activities with customer SLAs and project management requests.
• Scheduled post-installation break-fix, preventive maintenance, and quality-of-build repair services.

• Lead 15+ projects to completion resulting in rapid promotion from Tech 1 to Tech Lead with experience as a Tech 2, Foreman, Project Manager and Embedded Managed Services at client sites.

• Embedded at a top-tier American software company for 4 months handling multiple aspects of their day-to-day. AV, IT and network. Break-fix, installing, decommissioning and QA testing equipment while making sure that rooms were running as effectively and efficiently as possible.

• Delivering "White Glove" service for VIP’s at top Life Sciences client for 4 months. Supporting all Zoom Rooms ensuring all AV areas are operating at 100% at all times, rapidly diagnosing and resolving issues by working cross-functionally with internal stakeholders and external vendors.

• Completed an 85 room AV install for Top Tier Social Media Giant client. Directed a cross-disciplinary team of 9 people to achieve goals within tight timelines juggling logistics, internal and external

communications and weekly project updates.

• Inventory management, task flow control, equipment care and handling, outbound and inbound services.

• Managed over $2M worth of assets and accessories.

• Oversaw more than 100 small to large events.

• Provisioned iPhones, iPads, Macbooks and PCs with Facebook specific imaging, iCloud and iTunes accounts.

• Assisted in the developing entire quality control process including re-imaging equipment upon return.

• Created systems to efficiently and effectively manage task system.

• Managed deliveries and returns of equipment both domestically and internationally.

• Ordered, tracked, and deployed, over 4M worth of inventory

• Administered desk-side support, troubleshooting on both Mac and PC devices, and customer service to over 10K employees.

• IT Logistics Lead for a team of up to 21 employees.

• Events Lead coordinator as well as point of contact for VIP, "M-Team" and special request.

• Scheduler, on-boarding lead and training mentor for the IT Logistics department at Facebook.

• Project lead for all FDOB setups.

• Supervised internal audit for the FTC, audited over 5K individual assets.

•Interviewed potential candidates for the IT Logistics team on cultural fit and technical aptitude.

• Streamlined processes across the team that were implicated worldwide leading to increased efficiencies as well as a 33% increase in closed tickets.

• Supported the Hack Finals as well as many other large scale events.

• Analyzed data through task and time studies in collaboration with Facebook to create up-to-date SLA's required for workflow and forecasting.