IT Manager Resume

SUMMARY

A highly motivated technology leader and coach with extensive experience creating and sustaining enjoyable, high - performance teams. Operates from a viewpoint that prioritizes solving the customer's most pressing business and technical problems. Always striving to challenge and mentor the next generation of leaders.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

IT Manager

Confidential

Responsibilities:

Managed the Help Desk team's Tier 1 support for incoming phone, e-mail, and walk-up service requests. Was responsible for hiring, training, coaching, and mentoring team members to ensure efficient and friendly customer service.
Monitored incident response service levels and inventory management for more than 2000 field and office devices. Performed and fully documented monthly inventory audits.
Expanded the Help Desk service hours by over 100% with one day notice to support Census peak operations. Assisted field staff when able in any manner needed.

Director

Confidential

Responsibilities:

Led an agile software development team in the design, build, and deployment of software applications supporting econometric modeling and other Risk business functions.
The model portfolio included logistic and linear regression fraud and credit risk models, Machine Learning GBM models, Change Management, Model Risk Management, and Basel II compliance models.
Developed and maintained a Change Management application supporting Global Risk Management. Built 200+ custom workflows for New Accounts, Lending, Operational Risk, Model Risk, and five other departments. Worked with Audit group and US and International Compliance teams to implement process controls.
Team achieved a high level of productivity by focusing on agile best practices, robust quality assurance testing, and close cooperation with our business customers.
Implemented strategic uplift for risk models as part of a focused team and delivered results in less than two months. Produced a net benefit to the organization of $100 million per year.

Senior Manager

Confidential

Responsibilities:

Managed International Acquisitions technical team.
Drove re-engineering of critical business systems and processes in collaboration with key business partners.
Facilitated development of 1st generation of Fraud and Credit Decision models.