Manager Project

TERRY F. REICH

*** **** ****

North Woodmere, NY 11581

Home: 516-***-****

Mobile: 516-***-****

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

SUMMARY

Results-oriented senior executive specializing in vendor and Help Desk

management within Information Technology. Extensive service management and

customer service experience in the financial services industry. Proven

track record of improving efficiency, reducing costs and driving multiple

projects simultaneously in a fast-paced, highly demanding environment.

PROFESSIONAL EXPERIENCE

TECHTIME CONSULTING, North Woodmere, 2008 - Present

NY

CEO and President

Provide technical support and solutions for PCs, laptops and networking of

home offices and small businesses.

. Develop customer base of medical offices, law firms, accounting

practices, real estate developers and individuals

. Troubleshoot operating systems problems and application issues including

Microsoft Outlook, Blackberry Desktop Manager, Adobe Acrobat, and Mozilla

Firefox

. Set up and maintain small networks, including router installation and

wireless network security

. Complete hardware and software support including memory upgrades, hard

disk replacement, operating system reimaging

. Remove spyware, malware and viruses

. Set up new printers complete with driver installation

MORGAN STANLEY, New York, NY 1989 - 2008

Vice President, Problem Manager/Continuous Improvement (2007 - 2008)

Leveraging the Information Technology Infrastructure Library (ITIL)

framework, identified the root cause of top Help Desk call drivers. Worked

with product and silo owners to effect change and reduce the number of

incidents in the environment.

. Identified over 15 potential opportunities to reduce Help Desk call

volume.

. Collaborated with second and third level teams to remediate applications

and improve documentation, which resulted in a 20% reduction of call

volume for targeted products.

. Re-engineered multiple facets of the new hire process, reducing time to

create accounts for new hires by 1-3 days.

. Spearheaded project to identify new hire profiles for application and

network access, decreasing set up time for new hires by several days.

Vice President, North American Help Desk Manager/Global Support Manager

(2001 - 2007)

Responsible for operational oversight of $15+ million vendor budget.

Managed outsourced vendor service offerings including North American Help

Desk and Global Deskside Support team of 66 outsourced resources.

. Partnered with internal team to reduce cost by consolidating 12 vendors

into a single outsourced vendor.

. Transitioned the North American Help Desk from Stream to Siemens in 6

weeks with no disruption of service to clients.

. Created and implemented Deskside Support model for all NY and London

buildings, improving efficiencies of existing teams.

. Transitioned insourced System Administration Group to Siemens seamlessly.

. Defined requirements to allow Retail and Institutional Help Desks and

Deskside teams to share tickets between two separate call tracking

systems.

. Transitioned Remote Computing Help Desk from Getronics to Siemens, and

transferred responsibility to the Consolidated Services Desk seamlessly.

. Identified automation opportunities; worked with various engineering and

second level teams to implement solutions, reducing call volume to the

Help Desk.

. Improved quality and efficiency of Deskside Support teams, allowing teams

to support a significant increase in customer base without increasing

staff.

. Collaborated with vendor to develop a set of reports to measure SLAs and

performance.

. Awarded CIO award for leading Help Desk vendor transition.

Operations Service Manager (2000 - 2001)

Responsible for providing technical support to Business Units located in

Brooklyn as well as all of Operations throughout the New York campus. Met

with the Business Units to help define requirements and recommend

solutions.

. Increased efficiency and productivity of Deskside team. Reduced staff

from 10 to 7 over the course of a year without impacting service.

. Transitioned responsibility of Unix Desktop Support from Unixops to

Frontline team.

. Provided onsite training for IMAC technicians participating in Brooklyn

site pilot.

Project Manager/Production Support Manager (1998 - 2000)

Coordinated and participated in enterprise-wide projects and rollouts for

Morgan Stanley Services division. Provided day-to-day management, training

and guidance for junior staff.

. Spearheaded several projects for Morgan Stanley Services, including NT

Desktop rollout, the rollout of Netscape e-mail and calendar and various

decommissioning projects.

. Developed and implemented Pooling model for Brooklyn support, enabling

the team to build efficiencies.

Floor Support Technician (1997 - 1998)

Provided onsite technical support for Morgan Stanley Services division.

Systems Analyst (1989 - 1997)

Managed all external sources of data, internal databases and departmental

data communications for Investment Banking division. Provided support,

negotiated contracts, evaluated new products, distributed software, and

developed internal products.

. Managed development of several internal databases.

. Brought in new products to improve analyst productivity and streamlined

multiple sources of information.

. Decreased budget for external databases through consolidation of

redundant sources of data.

. Installed and supported fax server, providing the Investment Banking

division the ability to send and received faxes from their PC.

. Installed and administered remote access hardware/software, allowing

analysts and associates to access the network from remote locations.

EDUCATION

MBA, Finance, New York University, New York, NY

BS, Computer Applications and Information Systems, New York University, New

York, NY

PROFESSIONAL CERTIFICATIONS

Information Technology Infrastructure Library (ITIL) Service Management

Foundation

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