Manager Management

Daniel Amato

** ***** *****, ************ ** ****1

***********@*****.***

Cell: 908-***-****

Professional Experience

Integra Life Sciences, Plainsboro, NJ April 2011 – September 2012

Service Desk Manager (contracted for 8 months, then converted to employee status in January

2012)

• Managed team of 8 direct reports utilizing a performance and quality management tool I developed in

MS Access and Excel which aided in determining if technicians were meeting established goals and

what areas they need to develop

• Gathered requirements from the business and implemented best practice solutions within the

services and support team

• Developed KPIs and establish benchmarking standards and reported to senior management

• Leveraged relationships across IT teams and HR to centralize new hire on-boarding and termination

process in North American office locations

• Developed automation solutions within BMC Service Desk Express in order to reduce time spent on

common tasks

• Documented common operational procedures for operational effectiveness across IT

• Managed the Global BMC Service Desk Express ticketing system

• Established and regularly measured SLAs across IT divisions

• Ensured support fulfilled the end-users community’s requests with-in established SLAs

• Created various Work Instructions for more efficient operation and continuity in performance between

IT Operations and support, including escalation procedures

• Conducted performance reviews, disciplinary actions and on the spot coaching and feedback to

support team members

PharmaNet/i3, Princeton, NJ November 2007 – April 2011

Global Manager, IT Call Center

• Based on gathered requirements from senior management and key stakeholders, designed and

implemented the first 24x7 global, single-point-of-contact Call Center that addressed both IT and

Patient support requests

• Established relationships in IVRS, HR, IT, Finance, Drug Safety and Clinical areas who trusted my

business and IT skills allowing me to add additional support areas to my Service Catalog

• Maintained customer satisfaction scores of 97%

• Created over 20 Work Instructions for more efficient operation and continuity in performance between

IT Operations and support, including escalation procedures

• Managed a team of 13 global direct reports utilizing a performance and quality management tool I

developed in MS Access and Excel

• Conducted performance reviews, disciplinary actions and on the spot coaching and feedback to

support team

• Team provided support for laptops, desktops, MS XP and Office 2003/’07, Outlook, network

connectivity, proprietary apps, air cards, printers, orders and AV

• Developed KPIs and team metrics for monthly reporting to senior management

• Created and managed workforce schedules that spanned multiple shifts and locations globally

(including India)

• Built organizational relationships for supporting new technologies and business requirements

• Exceeded senior management’s expectations for Call Center’s KPIs

• Experienced using CA Service Desk, Remedy, Audiolog Call Recorder and Avaya BCMS ACD

systems

NRG Energy, Princeton, NJ December 2005 – November 2007

IT Strategic Planning Manager (March 2007 – November 2007)

• Designed Service Delivery metrics and reporting to track, trend, and adjust staffing levels, and identify

problem management

• Developed Key Performance Indicators and reviewed with Service Delivery Management and VP of

IT to help improve customer service

• Designed strategies for implementing Altiris across the enterprise for software delivery and desktop

security

• Introduced automation for repetitive client service solutions and process improvement

• Identified cost savings solutions that could save NRG IT 200K annually through redistribution of labor

and redefining roles and responsibilities across IT

• Provided career development for direct reports that included SAs and Project Managers

• Managed and balanced budget of $1.5 million

• Researched and reviewed technology including ITSM ticketing systems and knowledge base

solutions

Service Center Manager (December 2005 – March 2007)

• Coordinated support of multiple service desks into a centralized single-point-of-contact for U.S.

• Designed and managed implementation of Cisco ACD system for improved call treatment and

reporting

• Designed and managed implementation of Altiris CMS for more efficient deployment of software,

inventory management, and hardware deployments

• Managed Service Desk which handled 2000 requests monthly, including hardware and software,

breakfix, moves, VPN, Blackberrys, reimaging laptops, LCD panels and network connectivity issues

• Developed and maintained Service Delivery operational budget

• Developed and executed Service Delivery SOPs for continuity in day-to-day operations

• Provided timely coaching and feedback to employees

• Provided Tertiary support for after-hours calls

• Worked with customers, IT service groups, and senior management to identify and resolve recurring

problems

• Provided regular coaching and feedback for technicians through self-designed MS Access and Excel

evaluation tools

• Created metrics and reports for both Tier 1 and Tier 2 desks, and designed the tools to capture better

data

• Created Technology “How To” guides for New Hires for Improving knowledge and assimilation into

NRG’s environment

• Maintained 96% customer satisfaction ratings for over a year while staffing was reduced and call

volume doubled

Abbott Laboratories, East Windsor, NJ November 2004 – December 2005

Call Center Manager

• Managed staff of 20 support specialists though weekly/monthly coaching and feedback

• Organized support desk which handled inbound issues and ordering from external customers

• Worked with Field Support for escalated issues, improved communications between teams and

created a cross-training plan that provided career development of help desk staff

• Created and monitored call stats and adjusted staffing, scheduling, and training to meet demands

• Identified call trends and issues which lead to reduction of abandoned rate by 25%

• Designed and implemented escalation procedures between several departments and divisions

• Designed and implemented processes with manufacturing and vendors

• Created process that communicates product issues, trends and open customer issues to upper

management, and engineering for faster time to resolution.

• Led team in establishing website for centralizing tools and communication between support groups

• Led team in developing an online knowledgebase with KCS methodology

• Developed metrics for measuring support Specialist’s on-going performance

• Created SOPs for daily operations and improved process work flow as a result

Sanofi (formerly Aventis Pharmaceuticals) Bridgewater, NJ August 2002 – October 2004

Helpdesk Manager

• Managed Level 2 Help Desk of 4 analysts and transitioned to a First Point of Contact help desk with

30 analysts

• Planned, organized and transitioned Sales Force help desk from an outsourced to an In-House help

desk

• Provided daily reports using Lucent CentreVue ACD tool, Remedy Call Tracking software, and Crystal

Reports

• Designed and implemented Audiolog call recorder for improving quality control in customer contacts

• Implemented Event Based web survey that measured the Sales Force “perception” of the Aventis

help desk performance vs. previous outsourced service. Aventis help desk had 95% of customer

satisfaction as a result of the transition

• Conducted weekly staff meetings with help desk analysts and service partners to discuss open tickets

and issues

• Managed interviewing, hiring, training, and provided on-going coaching and feedback

• Oversaw daily operations and communicate trends and issues that affected the Sales Force to upper

management

Bristol-Myers Squibb, Skillman, NJ April 1999 – January 2002

Helpdesk Associate Manager

• Assisted in supervising sales force help desk of 50 analysts with 13 direct reports

• Project lead for applications and emerging technologies for pilots and rollouts

• Managed call flows through Avaya CentreVU ACD software and for reporting call trend activities

• Provided daily coaching and feedback to analysts to address both time management and technical

skill issues

• Used Expert Advisor and Remedy for call tracking

• Presented monthly reports to management teams and directors

• Outlined the roles and responsibilities between BMS and external vendors

• Implemented work flow and SLAs for Tier 2 support and external vendors

• Worked with vendors to initiate and improve second level escalations of HW/SW issues

• Led help desk team to implement new applications and technology support procedures

• Provided monthly evaluations on direct reports based on call performance, trouble ticket handling and

contributions to the team

Education

PC Age Computer Training School, Edison, NJ

Alliance Theological Seminary, Nyack, NY

Master’s Degree

Multnomah College, Portland, OR

Bachelor of Science

County College of Morris, Randolph, NJ

Associate of Applied Science

ITIL Foundations v.2 Certified (2007)

Technical/Management courses

• Center for Leadership Studies, Inc.: Situational Leadership I and II

• American Management Association: Management Skills for New Managers

• Innovative Management Solutions: Completed courses in Process Engineering, SLAs, Incident

Management, Knowledge Management, Measurements and Reports, Information Management,

and Customer Satisfaction Surveys

Skills

Windows 2000/XP/7, MS Office 2003/’07/’10, MS Access (performance evaluation designs), MS

Visio, MS InfoPath (forms and work flows) Altiris CMS 6.5, Outlook and Lotus Notes email clients,

MS Active Directory, Zenworks and NW Admin tools, Crystal Reports v8/10/11, Cisco/Nortel VPN,

Microsoft and Novell enterprise environments, Audio Visual and Polycom, and supported HP,

DELL and Lenovo laptops.

Help Desk Solutions

ITSM/Ticketing Solutions (BMC SDE v9x, ServiceNow, Remedyforce, Computer Associates R.11,

Cherwell Software, Track-IT), Uservoice multichannel support tool, Serviceware Knowledge

Base, ErlangC tools, Zoomerang Surveys, and Advanced MS Excel and Access skills. Audiolog

Call Recorder, Pedagogue Solutions,Vertalsoft Concerto, Avaya CentreVue, BCMS ACD, Cisco

Supervisor and Historical Reports ACD tools.

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