SUMMARY:

Utilize my skills, knowledge, and experience within the IT Operations environment for improving processes related to Incidents / Problems / Knowledge / Service Request Management, and Root Cause Corrective Analysis.

TECHNICAL SKILLS:

Applications: ConnectWise, ServiceNow, BMC Service Desk Express v, BMC Remedy ARS v5.5, DP Umbrella, Onyx, Siebel Call Center 98/99, PeopleSoft, JD Edwards, Crystal Reports 8, MS Office Professional, MS Projects, MS Visio, SharePoint, OneDrive, Lotus Notes R7 to R4, Outlook/Exchange, MS Mail, WP Mail, MCi Mail, PC Docs, LawBill, Equitrac, Citrix Receiver, and a multitude of Enterprise, COTS, and customized programs and applications.

Hardware: VMWare, iPhones/iPad/Blackberry enterprise solutions, Intel CPUs for Compaq, Dell, & Gateway computer’s; Confidential AS - 400, Mainframe, & System-36 experience; Multiple bus architectures for VMWare, EISA, PCI, PCMCIA, S Confidential, SCSI, IDE, etc.

LAN/WAN: Windows 2012 to NT 4.0, Net IQ, Tivoli, Novell 3.x and 4.11, Citrix, Citrix VPN, iiS servers, TCP/IP, & MPLS. Frame Relays, Synoptic Hubs, Intrusion Protection Systems, Firewalls, Cisco Routers, Enterasys switches, and CSU/DSU Modems.

O/S: Windows 10 and below; Confidential OS/2, XENIX, iRMX I and II.

D Confidential bases: SQL ; familiar with Oracle, and various proprietary d Confidential bases for numerous applications I have directly supported.

Phone System: Genesys phone system and Interactive Workspace, Administrator for AT&T System 75 with Audix, Geotel, and Terranova ACD systems. Very familiar with Nortel and Avaya switches and their programming.

Printers: Certified on Confidential - Confidential LaserJet, DeskJet, and ColorJet printers. Very familiar with a large variety of printers.

Programming: Source & object programming, op-codes and machine cycle coding skills for several micro-processors, SQL scripting, DOS, and several Windows based macros.

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Manager

Responsibilities:

• Responsible for 24x7x365 Tier I & II teams for Service Desk and Field Service Support within the Baltimore/DC area;
• Managed a team of 15 Analysts and a Field Service Manager;
• Responsible for managing critical customer issues: ensuring appropriate resources are working to resolve the issues, communicating with our internal Account Management team and key customer stakeholders (typically executive level and/or business owners).

Confidential

Director of Operations

Responsibilities:

• Responsible for 24x7x365 Tier I, II, & III teams related to Helpdesk, Infrastructure and Cloud Services support;
• Managed a team of 25 analysts and engineers working remotely;
• Responsible for managing day - today and ad-hoc critical issues: ensuring appropriate resources are working to resolve the issues, and communicating with my Sr. Management.

Confidential

Service Desk Manager

Responsibilities:

• Managed a team of 25 Tier I & II Service Desk analysts 24x7x365 with a mix of contractors working in multiple locations and capable of working from remotely from home;
• The Service Desk supported:
• 5,000 internal associates throughout Maryland, DC, and West Virginia; as well as supporting Managed Services teams located onshore and overseas;
• We also supported Members (3M+), Doctors (30K), Sales Brokers (6K), Employer Groups (1K), Vendors, and Partners accessing Confidential web portals;
• Re-engineered the team following ITIL Service Operations focused on a proactive support model and highly integrated with all business teams;
• Promoted increased services and quality improvements throughout Confidential ; developed Service and Operational Level Agreements, and Root Cause Analysis processes designed to ensure large business impacts were not repeated;
• Improved the Service Operations for Incidents, Problems, and Service Request Management processes, procedures, and workflows;
• Vastly improved communications between IT and business teams for awareness of critical events and to ensure a speedy restoration of services was reached;
• Key stakeholder in the Change Management processes to review changes/deployments and a member of the team for ‘go/no-go’ decisions;
• Implemented Knowledge Management (following KCS methodologies) and improved the internal Self-Service web site;
• Improved metrics and KPI tracking, trending, and reporting;
• Key stakeholder supporting bi-annual 24x4 Disaster Recovery Exercises - setup the team to work remotely for any full or partial outage enabling us to work during a real 'disaster' event;
• Member of a small team which selected the ServiceNow ITSM tool.

Confidential

Sr. Business Analyst

Responsibilities:

• Worked with IT and Business teams to create all production support processes for a new tool connecting legacy and mainframe systems with various infrastructure components such as the Voice Response System used by customers;
• Recommended and ran a 'Command Center' support model utilizing Project leaders, Programmers, Developers, numerous IT infrastructure teams, Managed Services team, and the Help Desk to ensure a smooth transition to the production support model.

Confidential

IT Manager / Deputy Program Manager

Responsibilities:

• Successfully managed a fixed price, performance based, contract for Help Desk, Server, & Network teams, and the associated infrastructure;
• Responsible for directly supporting the Bank Officers & VIPs;
• Project Manager for successfully developing and deploying a new Remedy Incident Management system;
• Managed support of existing legacy & proprietary systems; Managed all escalated issues and created SOP’s to improve overall support and quality of service;
• Worked daily with CIO on various issues and strategic initiatives for improving server monitoring, improving change management, and creation of an inventory system for applications and systems.

Confidential

Sr. Business Analyst

Responsibilities:

• Prepared documentation for processes and workflows, and delivered in preparation for Confidential to handle and escalate issues related to a new HIPAA system;
• Designed and created a Command Center support model for handling go-live, production support activities. Pull together Project leaders, Developers, IT infrastructure, Managed Services team, and the Help Desk to ensure a smooth transition to the production support model.

Confidential

Director of North America Support

Responsibilities:

• P&L responsibility for $3.3M in revenue associated with maintenance contracts, Time & Material work, and critical 24x7x365 support, as well as account management responsibilities;
• Grew revenue and margins consecutively, achieving 25% increase in Q2, along with a 10% increase in Q3 (sold to Witness Systems in Q4);
• Led the support organization for North America, hiring,, coaching, and managing a team of 5 level 2 & 3 software and hardware engineers, 1 manager, 3 field engineers, 1 depot repair technician, and the inventory for the parts related to the systems and software we manufactured;
• Converted 97% of critical accounts into revenue producing and able status;
• Improved relationships and customer service by meeting with senior management at customer sites throughout the U.S., listening to concerns, setting expectations, and worked to exceed expectations;
• Improved collaboration, escalation, and support processes with the development team in England & India;
• Improved Incident, Problem, & Change Management SOPs to mitigate impacts at customer systems;
• Handled skills assessment and developmental needs of the team (increased knowledge for Avaya, Lucent, & Nortel switches, and VOIP technology);
• Implemented proactive monitoring tools on customer systems;
• Responsible for team building and mentoring for improved customer service and morale.

Confidential

Helpdesk Manager

Responsibilities:

• Led a team of 6 analyst comprising Helpdesk/Desktop/Apple professionals for Tier 1 & 2 support of 2,000 Confidential users in Bethesda and throughout Maryland;
• Assisted Program Manager by co-managing the Server and Networking teams, and co-managed the Confidential D Confidential Center and infrastructure components (Servers, Racks, Routers, Switches, PDUs, UPS, CRAH, cabling, cleaning, etc.);
• Responsible for managing the Help Desk, improving customer satisfaction, and improving metrics reporting;
• Instituted team and individual metrics, systems availability metrics, as well as team building and mentoring activities;
• Assisted Confidential branch in defining their strategic and tactical support objectives;
• Created SLA/OLA documentation;
• Responsible for collapsing 6 Confidential 'shadow' Help Desks and moving all systems and applications to be directly supported by my team;
• Identified and selected ACD & IVR phone systems;
• Responsible for the Confidential Remedy Incident Management system - grew this tool for improved automation and connection to Palm handheld devices;
• Managed 5 domain and Windows 2000 desktop migration projects, completing them several months earlier than any previous IT project for Confidential branch.

Confidential

Account Manager

Responsibilities:

• Managed the technical and client relationship for 10 clients utilizing USi Web and Application Hosted systems;
• Provided 24x7x365 technical leadership for managing, leading, guiding, and/or assisting in resolving OS, DNS, VPN, networking/infrastructure, iiS servers, firewalls, routers, load balanced architecture, applications, and d Confidential bases (Oracle & SQL) issues;
• Managed and led projects to implement new systems, upgrades, and customized network architecture to meet client needs;
• Delivered a level of ‘customer delight’ which was highlighted in the book, The Nordstrom Way (recognized for achieving a high level of support and customer service).

Call Center Manager

Confidential

Responsibilities:

• Supervised 18 associates supporting 114 Clients in a complex 24x7x365 E-Commerce, Web and Application Hosted environment with a total contract value in excess of $200M;
• Responsible for a $2M operational budget in a complex matrix organization;
• Defined best practices related to strategic support initiatives & objectives, while attaining industry leading client retention rates;
• Utilized Siebel ticket tracking system and AT&T ACD phone system to monitor and manage metrics for the team, individuals, and our clients support experience;
• Set the goals, objectives, roles and responsibilities for individuals and the teams;
• Performed annual performance assessments and bonus reviews
• Worked with team for scheduling, career and skills development,, coaching, team building, and mentoring;