Manager Customer Service

DAN O’DONOGHUE

* ****** ******, **** ********* Station, NY 11776

Phone 631-***-****

Email: ***************@***.***

Managerial Skills

• Problem, Change and Incident Management, Budgetary Management, Multi-Tasking, Time Management, Performance

Management, Process Management, Team Facilitation, Coaching and Mentoring Skills

Technical Skills

• Windows XP, MS Word, Excel, PowerPoint, MS Project, MS Outlook, Lotus Notes, Remedy, Project Management,

Troubleshooting, Kepner-Tregou Problem Solving (Pre Six Sigma), ITIL Foundations Training, Active Directory

Experience

ALLSCRIPTS, WESTBURY, NY March, 2011 – January, 2012

Account Control Supervisor

• Supervise staff responsible for the 24/7/365 support of the North Shore Health Systems.

• Provide system access to all the Clinical and Business applications used by the NSHS to ensure patient care.

• Work with Business and other Technical areas on special projects and issues

OPEN TIME August, 2010 – February, 2011

Due to Downsizing at Citibank. Time spent job searching and community service.

CITIBANK, HAUPPAUGE, NY January, 2008 – August, 2010

Service Delivery Management Center Supervisor (AVP)

• Supervise staff responsible for the 24/7/365 support of Citibank North America (CBNA) System Monitoring Center.

• Managed day to day issues, interacting with Field Support, Network Support, Level 3 and Vendors to ensure that all

problems are resolved quickly and with little customer impact.

• Support all software downloads to CBNA locations, interfacing with Operations and Systems Support staff when

necessary.

MOTOROLA, HOLBROOK, NY October, 2007 – January, 2008

Customer Service Specialist

• Managed customer related issues involving hardware repeat repairs on Symbol hardware, facilitating with different

internal areas (Engineering, Depot, Level II)

OPEN TIME March, 2006 – October, 2007

Due to Downsizing at JPMorgan Chase. Time spent job searching and community service.

JPMORGAN CHASE, NEW YORK, NY January, 2005 – February, 2006

Senior Problem Manager (AVP)

• Project managed the upgrade of major Chase Auto Finance system. Stabilized current system and upgraded to new

platform within 4 months with savings to Chase in the millions of dollars in overtime and lost business.

• Managed technology infrastructure issues and resolutions and day-to-day support for all lines of business within Chase

Bank

• Managed support for mainframe, midrange, servers, networks, and software, encompassing over $3 billion in

technology systems

IBM, NEW YORK, NY April, 2003 - January, 2005

Technology Problem Manager

• Key technology consultant for JPMorgan Chase retail division, supporting Chase Home Finance

• Served as primary contact for technology infrastructure issue resolution; assessed business impact of technology issues

and made recommendations for rapid resolution

• Directed all task forces and reviews as required to investigate major business critical issues requiring immediate action

JPMORGAN CHASE, NEW YORK, NY April, 1979 - April, 2003

Senior Retail Problem Manager

• Managed daily technology infrastructure resolution for Chase Bank, the retail division of JPMorgan Chase

• Supported over 20,000 employees in seven businesses and support units

Client Officer, Vendor Management

• Managed, negotiated, and enforced key technology contracts with major external vendors, including NCR, IBM, CDC,

Brinks, MT Vernon Money Center and Diebold

• Served as primary representative to protect business group service level agreements and requirements, including

negotiating special services with vendors as business needs required

• Provided monthly reports to senior management regarding vendor performances against contract goals, managed non-

contracted vendor invoices

• Implemented process for performance/goal metric measurements, including regular reporting and monthly meetings

between business groups and vendors to review performance and discuss open issues

Manager, Retail Bank ATM Helpdesk,

• Managed officer and technology staff of 45 in a 24/7/365 Helpdesk; directed staff development, training, appraisal,

budgeting, and departmental interfaces

• Directed the conversion of 800 Chemical Bank and Chase ATMs to one network and system, to create the second

largest ATM network in the NY Metro Area, Texas, and Upstate New York

Department Head, Card Management & Regulation “E”

• Managed staff of 60 who ensured adherence and appropriate measures for a critical banking regulation, impacting over

25 million customers on average per year

• Instituted Service Level Agreements with internal user areas to ensure productivity levels were maintained

• Successfully converted department to a new processing system, achieving a full time staff (FTE) reduction of 60%

without impacting work standards

Supervisor, Retail Data Center

• Managed operations of 24/7/365 Retail Bank Computer System during assigned evening shifts, handling an average of

100 million transactions per night

Education

ST. JOHN’S UNIVERSITY B.S.

SUNY@FARMINGDALE A.S.

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