SUMMARY:

• Results - driven technology leader offering over 20 years of extensive experience in managing IT support and operations. Possesses a passion for exceptional customer service and has a proven record for improving efficiencies focused on people, process and technology. Valuable depth of leadership and organizational skills to successfully manage shifting priorities with agility.

PROFESSIONAL EXPERIENCE:

ITSM Configuration Management / Architect

Confidential, NJ

Responsibilities:

• Project Leader on Implementation, Configuration, & Reconfiguration of multiple ServiceNow Modules; SNow Discovery, SCCM integration, Procurement, CMDB, Hardware Asset Management, (ITAM), Service Catalog, Portal, MID-Server rollout, and more. Customization and design of workflows, forms, processes and abilities both native OOB and company specific within consideration of ITIL guidelines. Oversite of all projects from evaluation, resource identification, environmental planning, to implementation including dashboard monitoring, reporting and automation.

IT Knowledge Management (contract)

Confidential, NJ

Responsibilities:

• Management of a complete reconfiguration of the ServiceNow Knowledgebase for a Global Insurance Company. Leading a team of Knowledge Writers, and ServiceNow Developers to construct a self-sustaining ITIL based knowledge system to be utilized by both the infrastructure team and global employees. Project included creating the approval workflow, and identification of SMEs in each department, for inclusion and editing of existing and needed documentation. When ready for production, KM dashboard metrics where built and used for gap analysis to identify where authoring was required resulting in creating a base of over 700+ Articles with detail on business need and accuracy with the successful goal of a measurable 40% support resolution improvement.
• Management of a Technical Support Division of a POS Software provider. Team consisting of Tier 1-3 Database Analysts, Leads, and Advanced Escalated Support personnel across multiple offices in the US.
• Successful reorganization of base team tier structure to provide an efficient and organized standard for the employees to follow to build on the improvement of customer support and improve on a long standing retention concern. This includes setting roles, priorities and expectations for each team member. Also creating the documentation and procedures needed to standardize the overall support structure. Creation of a program to expedite learning across support. Set reoccurring reporting to analyze both team performance and insight into patterns providing a path to continual improvement of customer service issues.

IT Services Delivery Manager

Confidential - Edison, NJ

Responsibilities:

• Responsible for EUC management and operations of the North American IT Support division of an international financial services provider. Organizational responsibility for the Telecommunications team, Service Desk, and Network Administrators.
• Providing functional and technical guidance with consistent improvement to the IT teams to achieve successful delivery of services to both employees and company clients alike. Evaluation of the current support functions to include call flows, problem management, change management, staffing models and skill sets, and management models with the goal of providing customers the best service possible.
• Develop and enforce standards and procedures with regard to hardware, software levels, telecommunications, data communications, and operation system levels, as well as the proactive methods for maintaining their currency.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, triaged, and corrected. Creation of standardized reporting to ensure metrics are met in accordance of set SLO, SLAs.
• Consultation with upper management to determine hardware, data communications, telecommunications and operations needs and requirements associated with development of projects to deliver a coordinated service offering. Build credibility and trust by developing and maintaining customer relationships.
• Effectively delegate to staff so they may assume the responsibility and authority to carry out tasks. Teach prioritization, time management, and customer relationship skills to provide effective and efficient service to the customer. Maintain accountability to ensure all work is accomplished in a timely manner. Tools utilized: Avaya CMS, LANDesk, OTRS, Airwatch MDM, SmartOffice...

Service Desk Manager

Confidential - Princeton, NJ

Responsibilities:

• Experienced proven team leader of the North American IT Operations regional technical support staff of a global market research company. Support team of 18 consisting of local IT Site Administrators, across 30 offices and a full array of Service Desk personal providing complete infrastructure IT support to a base of over 1300 employees.
• Specializing in transforming previously unorganized IT personnel by consistently monitoring and guiding the ever changing needs of the organization and driving team members to work in conjunction to a common goal. Able to provide clear and focused results to a very complex set of needs of the employees.
• Successful organizational strategy achieved by setting standards and improving communication between both the employees and the internal infrastructure team members. Ability to assess and document current procedures and while improving on overlooked or inefficient practices.
• Customer satisfaction achieved by providing the proper measurement and analysis tools to provide indications of where improvements are needed most. Combination of analysis of performance, survey, SLA, SLO, metric results and monitoring and standardizing procedures, following ITIL best practices, while improving on team’s soft skills to build up the reputation of the service desk as a desired asset.
• Project management prioritization and planning. Auditing of all existing systems. Complete overhaul of CMDB, tracking and inventory asset process, including integration of discovery, procurement improvements, depot management, and procedural changes across infrastructure to ensure compliance and accuracy. With attention to business benefit and budget concerns.
• Sampling of software rollouts: WDS, SCCM, Snow, McAfee ePo, WSUS, HP ServiceManager, Active Roles, Active Directory, BES, MDM, HP Connected, SPSS. SAP, ServiceNow ITSM upgrade

IT Help Desk Manager

Confidential - Morristown, NJ

Responsibilities:

• Providing leadership and established expertise to ensure complete technical support of a global engineering and consulting firm. Oversees highly trained professional IT staff, consisting of 5 territorial teams of technicians across 20 States and 27+ offices. Establish Policies and Procedures by analyzing the ever changing wants and needs of the company employees resulting in a high satisfaction rate.
• Configuration of tracking and ticketing software (Alloy Navigator), including inventory management on company procured electronics and computer equipment assigned to multi divisional employees, with all collected data centralized at the company headquarters. Reporting of trends and analyzing of data to improve results at every level. Defining and setting SOP’s, customer service guidelines, (ITIL based) scheduling staff hours and, for ultimate performance levels. Creation and maintaining an up-to-date knowledge base to aid in quicker resolution times.
• Consistent monitoring of all staff and their responsibilities, by providing guidance,, and discipline when appropriate. Identifying permanent solutions to reoccurring problems to proactively set a high quality of service. Setting goals and objectives for performance reviews to help in staff development.
• Responsibilities of helpdesk support include:
• Computer imaging, software installation and configuration. Software includes Windows 7 with MS Office, Full Adobe CS Suites, Engineering products, such as Autodesk/ AutoCAD; Bentley Microstation; ArcGiS. Hosted websites, SharePoint, Etc. Dell Certified hardware technician trained.
• Troubleshooting and resolving all IT related issues with hardware, software, and network related requests, and providing information on other company related inquires. Log all support calls and emails, with all steps taken to resolution into the ticketing system.
• Maintain inventory and assignment of all IT equipment (laptops, monitors, blackberries, etc) into the database. Off hour On-Call Support duties.
• Active Directory Administration. Creation of new accounts, s, permissions, resets, etc. Exchange Mailbox creation and administration: rights, distribution groups, GAL updates, etc. BES server administration: resets, assignments, etc. SharePoint administration.
• IP phone (Cisco) setup and troubleshooting: assignment, how-to, meeting requests, etc.
• Network requests: File server permissions; file restore from backup (disaster recovery), router & switch setup, & VPN requests. Video Teleconference (AV, Polycom) configuration and maintenance..
• Online support (KnowledgeWire) and virus software support (Symantec, Trend Micro)

Help Desk Manager

Confidential - Somerset, NJ

Responsibilities:

• Supervision of technical help desk support services. Maintained a dedicated call center facility supporting various pharmaceutical and biotech account’s field sales representatives. Ensured Service Level Agreements were met and exceeded by monitoring a team of trained technicians resolving issues with computer hardware and software and web support.
• Responsible for Client satisfaction of technical services, including; interviewing, staffing and of technicians with quarterly performance reviews, detailed reporting of SLA analytics, and tracking of inventory hardware assets while adhering to budget constraints (Hardcat). Maintaining and updating of technical knowledge base, development and delivery of procedures, and improvement of daily operating procedures. Provided full operational support of Total Data Solutions service, including hardware hosting and management, and field sales activity analytics to track, analyze, and manage the field sales force. Constant availability and awareness of all issues to improve results and resolutions to any problem that may arise by monitoring all calls and through Track-It ticket logging software, and Siemens HiPath Call Tracking-Routing Software.
• Proprietary software support of the Call and Sample Tracking (CAST) system as the back-end SQL database with our Sales Force Automation (SFA) Suite for front-end data collection (Target Mobile). Complete support and distribution of handheld devices, Ghost imaging of field laptops, and all software loaded and maintained to keep the sales force performing efficiently with the ability to record call information, collect field data, inventory drug samples, and obtain physician signatures electronically.
• Maintained interaction and coordination between Information Systems and the Project Managers, to ensure client satisfaction has been met. Point of contact for reporting requests for all contracts. As a Project Team member though departmental coordination, held virtual and physical meetings to provide information required to keep all aspects of contractual obligations current and in harmony with the entire team.

Technical Account Supervisor

Confidential - Morristown, NJ

Responsibilities:

• Provided technical supervision to the call center staff as it related to the Johnson & Johnson field sales accounts; (Ethicon Inc., Mitek & Ortho Biotech). As the TAS, was the Subject Matter Expert and primary resource on all supported technology as well as procedural issues as it related to the accounts. Developed and monitored performance of a support team assigned to each specific J&J account.
• Daily call center management and mentoring of technical customer service team of 20 providing end user support for a sales staff of 900. Monitored trouble ticket escalations within call tracking system (Siebel & Remedy) to maintain effective resolution times. Assigned team leads to distribute and monitor call queues. Hiring and scheduling of staff to maintain proper coverage depending on call volume analysis.
• Created and developed documentation to provide support and analysis including: procedures (SOP’s), technical resolution of issues and other administrative documentation to keep an up-to-date ServiceWare knowledgebase, as well as providing reporting and data analysis of services performed to ensure satisfactory service levels. Also created and delivered sessions on client’s proprietary apps as well as business procedures to all support staff covering the account in addition to conducting sessions for the J&J sales staff new hires.
• Maintained account relationships, as the main client contact to supported J&J accounts. Liaison between company and client, resolving all required issues and concerns to completion. In consideration of conforming to GMP guidelines and support of members following Agile SDLC. National support covering clients and vendors in the U.S. as well as Canada and Puerto Rico. Managed contract service level agreements, and detailed support requirements with company staff. Presented reports on performance metrics to ensure proper standards were achieved.