CAREER OVERVIEW

• Accomplished Service and Support Leader with Extensive Subject Matter Expertise in Technology Service Management Methods ITSM and ITIL , Processes along with ITIL V2 and V3 Foundations Training. Respected Leadership Skills in Customer-Focused Help Desk and Desktop Environments, Customer
• Service and in the Management of Service Management Teams.

PROFESSIONAL EXPERIENCE

Confidential

Confidential is an information technology services company that focuses solely on computing, networking and application needs predominately in the healthcare space.

Manager, IT Service and Support /Project Manager

• Responsible for organizing the IT service department and in particular, controlling it's resources and utilizing its assets to achieve maximum efficiency.
• Oversee the day-to-day management of the service desk.
• Provide high quality, up-to-date documentation for all service arrangements
• Making sure that all account and contract details are up to date.
• Investigating technical issues
• Escalating operational issues to senior management.
• Collecting and analyzing SLA and KPI metrics and report to external clients.
• Overall accountability of day-to-day technical operations and management of a 24/7/365 technical Helpdesk, and level 2 3 support staff.
• Project Manager for the planning, and implementation of outsourced Helpdesk and PC tech support teams for Hackensack University Hospital supporting over 10 thousand users.
• Developed and enforced policies and procedures.
• Produce and provide monthly performance metrics and ensure we meet and exceed our defined SLAs and KPIs.
• Participate in on-boarding process of new clients.
• Scheduling and coordination of field technician activities.
• Successfully planned and installed new cloud based VOIP phone system for our call center.
• Hands-on, Technical Manager accountable for Microsoft Windows AD, Exchange, Microsoft Dynamics CRM 2011 administration.

Confidential

Confidential is the world's leading independent integrator of communications solutions and services serving over 5,500 clients. Confidential which builds collaborative relationships with strategic technology partners. Confidential specializes in Managed Services, Maintenance, Monitoring, Call Center, Voice applications and Business Communication solutions.

Sr. Manager, Service Desk

• Accomplished service and support manager responsible for recruiting, training, scheduling, coaching, planning, and motivating a team of 26 Level I and II direct reports in two NOCs.
• Worked with CRM developers to redesign the front-end of ticketing system for better efficiency and quicker ticket creation process.
• Management of customer expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.
• Coordination of dispatching field technicians and maintaining working relationships with Business Partners while ensuring that their performance and provision of service and quality is in line with our expectation.
• As Service Delivery Manager accountable for ensuring service expectations are met or exceeded.
• RCA of issues and present results to our business partners.
• Provide data and reporting of KPI's and trends to management and others in ad-hoc, weekly, monthly, and as needed for our external clients.
• Continuous review of workflows and processes improvement opportunities.

Confidential

Confidential is a fund administrator who provides solutions to the investment industry. Confidential delivers a Confidential to over 80 clients and manages over 130 billion in assets.

Manager, IT Service Desk

• Hands-on manager responsible for overseeing the daily operations, incident management and handling, new client provisioning, new systems implementation, change management and general operational support, performance and availability of our production applications architecture.
• Managed team of six support staff and utilized Jira to manage service requests.
• Ability to manage outages with disciplined urgency, coordinating other support engineers and IT groups for quick, pragmatic and accurate problem resolution
• IT Service Management based on ITIL best practices.
• Produce and provide monthly performance metrics and ensure we meet and exceed our defined SLAs and KPIs.
• Established monthly business review meeting with external clients to review IT services and support to show all client expectations were met.
• Service delivery for over 80 external clients providing service and support.
• Directs the technical Service Desk team activities in a high-volume, fast past environment to ensure that client related issues internal / external clients are resolved and communicated in an expedited manner.
• Application support, Windows AD systems administration, Citrix Access Gateway, VMware ESX support, Capacity Management, Release Management administration and Change Management.

Confidential

Confidential is a high end retail business which specializes in jewelry, fragrances, men's and women's apparel with stores world-wide.

Technical Services Manager

• Responsible for overseeing the day-to-day operation of the Systems Account Administration, Desktop Support and the Help Desk for Confidential.
• Provided and maintained vendor management support for Confidential.
• Ongoing process improvement of the current IT Helpdesk to make it more efficient.
• Delivered value added Confidential Service Support areas of Incident, Problem, Change and Service Desk.
• Act as the final escalation point for incident management.
• Implemented a Change Management process to manage the coordination and approval of change request and published change notification to IT and the business community.
• Tracking of hardware and software assets as well as responsibility of Microsoft volume licensing for Confidential.
• Utilization of Confidential Management solution for desktop management and support.
• Participated in annual Confidential audit review.

Confidential

Confidential is a technology-driven health management company that combines proprietary technology and clinical knowledge with locations in Confidential.

Manager, I.T. Service Desk and Desktop Support

• Overall accountability for the management of 13 direct reports and operations of a high-volume IT Service Desk, Desktop Engineering and Systems Administration departments providing technical support for 750 internal users and product support for thousands of external customers.
• Project Manager for establishing a formal IT Service Desk which included deployment of an ITSM solution in HP's Service Center v6.2 including Incident, Problem, Change Management, Self-service portal and Knowledgebase modules.
• Project Manager who delivered the execution of Helpdesk consolidation initiative after company Confidential.
• Implemented Confidential Management based on ITIL best practices.
• Hands on manager with strong problem solving and analytical skills. Served as final escalation point.
• Managed in-depth analysis of HP Service Center incident queue's to ensure team consistency regarding troubleshooting methods, accuracy of support tickets and user profile information.
• Excellent customer service and service delivery skills. Customer focused in addition to solid interpersonal relationship, team building, collaboration and facilitation skills.
• Enforce compliance with all Standard Operating Procedures SOPs and policies.
• Managed weekly Change Management meetings to review scheduled changes and their impact.
• Participated in annual SAS70 Audits and budget reviews.
• Solid Vendor Management and negotiating skills responsible for purchasing computer hardware, software and wireless devices, and maintaining accurate inventory. Maintaining good vendor relationships.

Confidential

Confidential is a major pharmaceutical company that specializes in providing the highest-quality pharmaceuticals and health care products.

IT Site Support Manager

• As Site Manager, I was accountable for the site computing infrastructure, troubleshooting hardware, application deployment, and computer applications and networking incidents. The environment included Novell Netware and Microsoft Windows servers and desktops.
• Managed IT Support department with 17 support technicians supporting over 2,000 end-users.
• Provided project management, ensuring on-time implementation of new technologies. Worked closely with management team to maintain computing standards at each location and provided recommendations on new technologies to enhance the computing infrastructure.
• Implemented quarterly review meetings with senior business management units to review current IT initiatives, review SLA metrics and Q A's.
• Worked with application developers on software deployment, evaluating, testing and distributing applications and updates to clients.
• Performed software updates, patches and application deployment using Novell ZenWorks.
• Managed Novell server consolidation project to reduce server population from 56 to 28, while saving thousands of dollars in reduced hardware and maintenance costs.