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Information Technology Manager
15+ years of success leading IT support operations for major finance industry customers.
Highly competent and accomplished IT professional adept at directing delivery of IT services within large-scale enterprise environments; motivational and performance-driven leader, skilled at building peak-performing teams, maintaining business-critical applications and systems, and implementing best practices in customer service and technical support. Flexible and adaptive; proven to excel under pressure while consistently meeting service level agreements (SLA). Articulate communicator with interpersonal, problem solving, and negotiation skills critical to forming and maintaining strong customer relationships.
Highlights of expertise:

Professional Experience
Confidential,New York, NY                                                                                                                                                                                                                                                                  
Help Desk Manager, 4/2010 – Present
Drive rapid diagnosis and resolution of technical support issues for financial company with $1B+ in capital, ensuring consistent delivery of world-class customer service to 1000 users globally. Prepare, publish, and oversee communications involving IT service, maintaining close contact with users. Accountable for capturing optimal returns from technology purchases and budgets; interface with vendors, and analyze and evaluate new tools for capacity to improve business.
Key Contributions:

• Provided 1st and 2nd level support for offshore locations in Bermuda, London, Dublin, and Australia.
• Promoted environment of continuous customer service improvement; rolled out new methodology for collecting CS performance statistics, providing more accurate results when track service level agreements.
• Directed global upgrade to MS Office 2007; completed project on time and on budget.
• Coordinated migration of Blackberry devices to new carrier (Verizon) for all U.S. users.
• Managed comprehensive IT audit; identified and addressed open issues involving IT security and compliance.

Confidential,New York, NY                                                                                                                                                                                                                                                                  
Desktop Support Manager, 4/2002 – 4/2010
Spearheaded 24x7 help desk operations supporting market data analysis, eTrading services, and 450 users in fast-paced financial trading environment; led 12-member team of employees and consultants, managing multiple workloads, schedules, training, career development, and performance evaluations. Developed standard operating procedures (SOP) for identifying, prioritizing, logging, and monitoring resolution of technical issues; created communication, SLA tracking, and troubleshooting procedures for both help desk and IT department. Prepared and delivered regular performance reports to senior management. Managed department budgets, procurement, purchasing, and vendor relationships.
Key Contributions:

• Project lead for Data Center rewire and Server Rack expansion. Completed over one weekend with no disruption to business.
• Support Manager for disaster recovery desktop environment.
• Led projects that improved IT service capabilities; planned, coordinated, and managed rollout of new helpdesk application, and directed several desktop refresh projects.

Confidential,New York, NY                                                                                                                                                                                                                                                                  
Help Desk Manager, Confidential, 2/2001 – 4/2002
Led four-member help desk in providing phone and onsite support to 1,500 users at major financial client (HSBC), including 300 traders working on the trading floor. Took ownership of escalated technical and customer service issues, working to ensure problems were resolved completely to customer satisfaction.
Key Contributions:

• Planned, coordinated, and monitored performance of helpdesk support, guaranteeing compliance with established service level agreements.
• Actively participated in software implementation projects; conducted checks to ensure new software was deployed seamlessly into existing environments.

Confidential,New York, NY                                                                                                                                                                                                                                                                  
Help Desk Supervisor, Confidential,9/1998 – 9/2000
Provided guidance and leadership to 20-member help desk delivering 24x7 technical support to 3,000 customers across the NY Metro region, including off-site client support for major medical practice with 160 locations. Proposed sound recommendations for strategic decision making, technology purchases and new tool implementation.
Key Contributions:

• Led team to achieve or surpass service level agreements consistently.
• Shared industry knowledge and insight by facilitating weekly National Technologist discussions.

Additional experience with Arthur Andersen, LLP providing IT support for user communities of up to 1,500 at multiple sites across the NY Metro region, and serving as Senior Technologist / Project Manager for region-wide PC upgrades and Windows OS migrations (1994 – 1998)