Qualification Profile
Award-winning and talented leader of IT operations and projects equipped with more than 15 years of accomplishment in developing and managing extremely productive and motivated teams. Possess stellar reputation in reducing costs, improving efficiency, and increasing productivity. Accustomed to working with customers of diverse cultures and organizational backgrounds to satisfy their needs and provide utmost satisfaction. Proven effectiveness to multitask in challenging and stressful situations with dedication to superior service.

Core Competencies

• IT Infrastructure and Operations Leadership
• Senior Project Management (PMP trained)
• IT Service Management (ITIL v3 trained)
• Call Center Management and Leadership
• Outstanding Employee/ Customer / Vendor Relations

Employment History

Confidential Rye, NY Jun 2011 - Present

Executive Director IT, Global Network and Collaborative Services

2011

Lead Avon's network and collaborative services that create a productive, flexible, reliable, secure, cost-effective and optimal user experience with the following areas of global responsibility:

Data Network Services
Voice and Video Services
Messaging and Collaborative Services
DNS, DHCP, directory services, file services, print and backup services, server management, Identity Management
Virtual desktop, workstation management, anti-virus, software distribution, patch management, password synchronization, image creation and maintenance, license management, PC standards
Call Center Adjuncts
Service Management including Remedy applications (Incident, Change, Problem, Asset and Contract Management)
Enterprise Management including Event Management for all systems running in the Global Data Centers
NY Campus Deskside Management including PCs, printers, office phones, mobile support, local desktop applications, local archives, Adds/Moves/Changes

Confidential Montvale, NJ Jan 1999–May 2009

Executive Director IT, Infrastructure

2008-2009

Director IT, Operations

2004-2008

Associate Director IT, Operations

2002-2004

Manager IT, Help Desk

1999-2002

Leader of IT Infrastructure Services consisting of 200 on-site and remote IT directors, managers, and associates responsible for leading the Operations and PMO for the following US and Global services: Help Desk, Desktop, Software Distribution, Identity Management, Active Directory, Infrastructure Architecture, Network Services, Remote Access, Data Center Operations, Email, Wireless Services, Voice, IT Tools and Remedy/ Web Development, Process and Service Management.

• Inherited several distressed departments operating with below average productivity and customer satisfaction results. Greatly surpassed expectations and improved services by defining new goals, restructuring staff and formulating technology roadmaps and strategies.
• Responsible for leading multiple large scale IT projects and implementations which include: MPLS, MS Exchange 2003 and 2007, Tivoli TAM and TIM, Windows XP and Vista, Microsoft Office 2003 and 2007, Instant Messaging, WAN vendor conversion, Blackberry and iPhone deployments, BMC Ticket and ITIL systems, Cisco VPN, Avaya Voicemail
• Re-engineered the end user support process from a fragmented and inconsistent state to an effective enterprise process including a world class US based call center that has a best in class cost per call of $8 and 1st call resolution rate of 87%.
• Increased WAN bandwidth across 100 US locations four times original size at the same cost through RFP and Vendor negotiations.
• Led a Voicemail cleanup initiative which eliminated 18,000 unused mailboxes and distribution lists and resulted in an annual recurring savings of $500,000.
• Transformed enterprise IT infrastructure from being solely tactical and reactive to an appropriate blend of strategic and tactical focused on business needs and staying ahead of the technology curve.
• Establish and implement procedures and strategies for all areas of the Infrastructure Services organization to achieve corporate profitability and efficiency objectives.
• Display unsurpassed leadership in elevating KPMG from its competitors based on superior expertise, service, and responsiveness.
• Train and motivate diverse workforces to foster team unity and ensure the highest level of performance.
• Measure productivity and goal achievement to determine areas needing cost reduction and program improvement.
• Manage $50 million operating budget, large contracts from outside vendors and lead all services to exceed service levels and optimize uptime.

Notable Achievements:

• Obtained the KPMG Women of Influence” award in 2008 and nominated for KPMG Women of Influence” award in 2009
• Consistently nominated for the KPMG Exceptional Mentor” award for years 2007, 2008 and 2009
• Attained the YWCA New Jersey Tribute to Women in Industry” award in 2004
• Honored as the Call Center/ Help Desk Manager of the Year” from STI Knowledge in 2002
• Instrumental in implementing organizational development and communication programs that positioned KPMG IT at #18 in the ComputerWorld Great Places to Work in IT”
• Commended by staff, peers, and customers and achieved the highest possible Upward Feedback” scores
• Received the highest IT department scores in the Great Places to Work” survey which measures KPMG’s position on the Fortune list of 100 Best Places to Work
• Flawlessly earned the KPMG’s highest performance rating for 10 consecutive years

Earlier Career

• Sales and Customer Service Manager ¡ Direct Response Corporation, White Plains, NY: 1997–1998
• Credit and Accounts Receivable Team Leader ¡ ATandT Wireless Services, Paramus, NJ: 1993–1997

Education
Bachelor of Arts in Mathematics

Managed Technology
Cisco switches and routers | Sprint and ATandT Wide Area Networks (MPLS) | Cisco VPN | Remedy Help Desk | BMC Change Management | BMC Asset Management and CMDB modules | BES and GOOD Wireless technologies | Microsoft Office Suite | Windows XP and Vista | Microsoft Exchange | DNS and DHCP | Avaya PBX | Avaya Call Center and Voicemail | Active Directory | IBM Tivoli Access Manager and Identity Manager | Altiris PC Backup and inventory | BMC Patrol and Spectrum Event Management | Ignite software distribution | Microsoft NetMeeting | Verizon Webex Conferencing | Verizon voice conferencing | HP HALO video solutions | Supportsoft self help and chat | TCS and Blue Pumpkin call center scheduling