US IT Operations TechLounge Manager Resume Boston, MA - Hire IT People

SUMMARY:

Senior IT Manager with continued successes in managerial, supervisory, and technical positions. Extensive experience in Support Software Management, within the Financial Services industry, including providing superior customer service. I have established strong relationships across organizations, including customers and vendors across domestic and international organizations.

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

US IT Operations TechLounge Manager

Responsibilities:

Managing a team of US End - User technical resources supporting a customer base of 3,500 users. Primary responsibilities include End-User support of the various hardware (laptops, MACs, mobile devices and assorted peripherals), first level problem and contact support. Responsiblies include; creating operating procedures (ie. KPI and Knowledge based articles), management reporting, onboarding and off boarding of staff. Additionally, coordinate testing and integration of new applications and processes.

Consultant

Responsibilities:

Provided technical support to assist real estate brokers with market research including market trends and pricing research. Provided tool/queries for data collection and compiling comparative market analyses using MS Office products. Maintained client databases and performed general IT functions.

Confidential, Boston, MA

US IT Operations Manager

Responsibilities:

Managing a team of US operational and integration technical resources supporting a global operation in 24x7 environment. Primary responsibilities of the operational resources include providing job scheduling and first level problem and contact support. Integration team is responsible for resolving second level issues and escalating major issues and problems, while documenting procedures for support teams. Additional responsibilities include; disaster recovery management, release management and technical support of the infrastructure.

Confidential

Director

Responsibilities:

Managing a team of technical resources providing specialty support services for a variety of applications, including web, distributed and vendor applications. Using ITIL concepts, my team is responsible for resolving issues and problems, while documenting procedures for level 1 and 2 support teams. Responsibilities include, support of the Infrastructure (Servers/Storage/San) in alignment with the business objectives of the organization. Additionally, my team interacts with Network Services, Service Desk, Mobility, DBA, Security, Applications Development, Architecture Teams, Internal and External Customers and Vendors. I am responsible to coordinate and direct Infrastructure - related activities of the organization, as well as provide administrative direction and support for daily operational activities within Production Support. Manage customer escalations within a 24/7 service delivery model.

Confidential

Technology Services Director - Service Center Division

Responsibilities:

Managed, mentored and provided feedback for a multi - national team of 35 across multiple sites, including Waterford, Ireland and Guargon, India. Team consisted of technical and business analysts using multiple disciplines across geographical locations (both domestically and internationally). Supported Service Desk (help desk) and Problem Management teams using ITIL concepts including incident, problem, integration and release management for administration applications. Experienced in Vendor Management, Project Management and Budget Management. Knowledge of solution delivery lifecycle, created Statement of Works (SOW s) and delivery of technical solutions over a wide variety of platforms including distributed, mainframe, vendor packages and custom development. Managed Application development teams, provide production support (including maintenance and Quality Assurance testing, QA) for client facing customers and sales organizations. Well versed in corporate compliance standards, procedures and guidelines, including Sarbanes Oxley (SOX) requirements. Excellent verbal and written communication skills, able to engage senior management and build consensus among diverse opinions and views. Provided IT metrics to portfolio management office (PMO) and senior management..