Customer Service Manager
Resume:
Joel Russo
Staten Island, New York 10314
917-***-**** Cell
718-***-**** Home
**********@*****.***
DMS Technology
IT Manager
• Maintain in-depth knowledge of the client*s strategic business plans.
• Provide architectural consulting expertise, direction, and assistance to Business Analysts, Systems Engineers, and support positions.
• Document and develop in-depth knowledge of client*s existing IT architecture/ infrastructure, and technology portfolio.
• Develop and manage an infrastructure capacity plan.
• Develop, document, communicate, and enforce a technology standards policy.
• Conduct research on emerging technologies in support of infrastructure development efforts, and recommend technologies that will increase cost effectiveness and infrastructure flexibility.
• Develop, document, make recommendations, and communicate plans for investing in IT infrastructure, including analysis of cost reduction opportunities.
• Design, develop, and oversee implementation of end-to-end integrated systems.
• Develop and execute test plans to check infrastructure and systems technical performance. Report on findings and make recommendations for improvement.
Institute of Family Health, NY 2010 - 2011
IT Manager
• Downstate It Manager responsible for managing, maintaining, and supporting all computer technology for all Institute sites within the region, and work in coordination with my counterparts in other regions.
• Provide computer support both hardware and software.
• Problem Resolution Management – keep users apprised of open tickets or services requests spanning multiple days.
• Datacenter Management – primary support for the downstate datacenter and its entire working environment.
• Hardware Purchases –Ensure ample amount of stocked supplies are maintained.
• User Training – provide on the spot training to users and staff as needed.
• Special Projects – work on any projects assigned by the IT Director.
TekSystems – Consultant for the Fire Department of the City of New York, NY 2008 – 2009
Help Desk Manager
• Manage and oversee the day-to-day operation of a 17x5x365 service desk; share overall supervisory responsibility of the service desk operations.
• Problem intake, troubleshooting and escalation through full problem lifecycle.
• Coaching service desk analysts to provide proper phone etiquette and efficiency
• Insure that appropriate escalation procedures are followed.
• Develop and track general service desk procedures; streamlining and improve customer service/technical support tools including online help, management FAQ’s.
• Analyzing performance metrics to ensure that performance and customer service standards are being met or exceeded.
• Provided appropriate best practices implemented around hardware/software development/deployment and support.
Consulting Positions 2005 – 2008
Puerto Rican Family Institute, NY
Chief Technology Officer
• Installed, configured and maintained all network hardware, software and monitoring tools.
• Performed routine network related activities including OS upgrades, switch port activation, firewall rule changes etc.
• Maintained technical documentation as required, incident and problem resolutions.
• Implemented change requests in an accurate and timely manner.
• Worked with managerial, administrative and technical staff to determine information needs data flows and systems definitions.
• Checked systems in order to optimize performance and initiated recovery action after system failures.
• Prepared systems cost estimates and cost-benefit analyses.
Staten Island Mental Health Society, NY
Project Manager
• In charge of all end user support.
• Responsible for overseeing the entire network of computer and related systems at the agency’s 22 program sites.
• Managed the Society's Medicaid/Medicare billing system.
• Identified, tested and implemented workflow improvement applications.
• Provided high quality information services to internal and external customers.
• Managed and directed the MIS staff to meet the demands and needs of all user departments.
• Advised senior management and Board members in evaluating, recommending and implementing hardware and software applications.
• Analyzed the technology needs of each department and formulated strategies to effectively allocate resources to meet budgetary requirements.
-Staten Island University Hospital, NY
Manager for IMAC (Image, Move, Add, Change).
• Responsible for onsite HP/Compaq desktop installation.
• Break-Fix, Repair, and Maintenance.
• Ghosting/Imaging PC’s with up to date images.
• Very detail oriented and excellent customer service skills.
• Installation and configuration of Microsoft Windows 2000/XP, Microsoft Office and other commonly used applications. Assist users with various application issues (including, Windows NT/2000, Internet Explorer, Lotus Notes, MS Office XP suite).
• Identified and resolved computer system malfunctions and operational problems.
JP Morgan Chase, NY 1987 – 2005
Manager of Desktop Support 2001–2005
• Managed the professional staff that provides desktop support for faculty, administrative users and various departmental desktop computing staff at 95 Wall Street.
• Desktop technical support included consultation for the procurement of desktop equipment, configuration, installation and upgrades of hardware, software, operating systems and various software packages.
• Managed the deployment, maintenance, support and upgrade of desktop PC hardware, software, operating systems, printers, and related hardware/software systems.
Technology Officer 1997–2001
• Installed, configured, maintained and troubleshoot new and existing system/network environment.
• Supported internal and representative offices in resolving HW, SW, LAN/WAN related issues.
• Detail and quality oriented, organized, disciplined, and able to work on multiple projects simultaneously.
• Strong inter-personnel skills, including excellent oral and written communication skills.
• Defined, developed and conducted project activities to address Y2000 issues for hardware and software, desktop and network.
Senior Programmer Analyst- Data Security 1994-1997
• Managed corporate wide focus on LAN security, including conducting connectivity certifications in accordance with corporate policy.
• Developed and published LAN security standards and technical guidelines.
• Managed departmental LAN, including administration, troubleshooting, planning and implementation, upgrades, equipment inventory.
• Other responsibilities included remaining current on LAN vendor operating systems, security products and communication products. Administer Lotus Notes email throughout the department.
LAN Manager 1989–1994
• Installed, maintained and upgraded Novell LANs throughout the Financial Services Division.
• Planned and designed network connectivity to mainframe and other networks. Installation and training of Microsoft Windows and Office Suite.
Senior Programmer Analyst 1987–1989
• Managed staff of two programmers.
• Analyzed and designed PC based business applications.
• Automated department’s daily process.
• Supported and enhanced LAN production systems.
• Evaluated new PC products, installed and customized PC software and hardware.
Education:
College of Staten Island
Bachelor of Computer Science
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