Management Project

Madeline Calabrese

* ******** ******, ******, *** Jersey 07901

Home: 908-***-**** / Cell: 908-***-**** / ********@*******.***

it Professional

( IT Operations ( Business & Budget Modeling (

Solutions-driven IT leader with extensive experience and strong record of

business impact. Repeatedly selected to start-up groups and drive change to

improve organizational effectiveness. Success in obtaining buy-in for new

strategies by inspiring and persuading others to change behavior.

Areas of Expertise:

Business Planning Budget Leadership Cost Modeling

ROI Strategies Resource Planning Efficiency Programs

Team Leadership Cost Reduction Project Management

IT Infrastructure Design Process Reengineering Disaster Recovery

professional experience

Sync Labs, LLC, NJIT EDC Newark, NJ 2009 - Current

Business Consultant

. Built business plans that included resource forecasting, setting business

objectives and communicating strategy.

. Developed budget and valuation models that contributed to receiving a

$300K 2010 NJ Edison Grant.

. Teamed-up with NJIT MBA marketing students to develop a strategic

marketing plan to grow target market.

. Drafted Policies and procedures for employee handbook, ensuring

compliance with state and federal regulations.

Fidelity Investments, New York City, NY / Jersey City, NJ 1996 - 2008

Project Management (2008)

Pioneered and led new efficiency program focusing on reducing consumption.

Hand-picked by senior management due to passion for project. Successfully

sold ideas and obtained commitment from enterprise for change-based

programs. Secured capital funding for project by delivering convincing ROI

presentation. Cut costs by decreasing workload and securing best pricing

from vendors.

. Achieved $4Million cost avoidance by creating life cycle retention

programs for tapes and data storage.

. Saved $5.5Million by revising email retention program, moving vital

emails to secure vault and purging others after 1 year.

Operational Business & Resource Planning (2007 - 2008)

Started-up and led Information Technology Infrastructure Library (ITIL)

Availability Management Service for technology operations organization

while retaining responsibilities from previous role. Optimized IT

infrastructure, services, and support capabilities to meet all business

requirements. Overcame initial resistance to obtain buy-in for new process

model during overhaul of IT operations organization.

. Contributed directly to ISO 20000 certification by developing project

plan for availability. Helped company become among the first financial

institutions nationwide to obtain certification.

. Took newly introduced process framework and built availability model that

was certified by British Standard Institute (BSI).

. Developed and utilized Availability Policies & Process flow mapping for

certification as well as selling, marketing, and buy-in purposes.

. Aligned service costs with availability and thus ensured customer

satisfaction while driving down expenditures.

Operational Analysis and Improvement (2004 - 2006)

Chosen to start-up and lead new team servicing regional IT operations and

technical call center enterprise. Provided visionary leadership for

process, standards, metrics, reporting, and financial management, gaining

valuable insight into consistent costs and business drivers. Managed $86M

operations support budget.

. Developed new funding model that reversed past practices of charging

business units on zero cost basis, thus decreasing overhead costs and

increasing service efficiency.

. Reduced ticket costs 86% and increased number-handled-daily 250% by

identifying and utilizing centralized helpdesk resources.

. Saved $16Million over 3 years by identifying and lowering desktop to

employee ratio from 1.7 to 1.24 in 3 years.

. Cut costs $2.5Million by creating new tiered service model that allowed

customers to choose level of support.

Technology Infrastructure & Operations Support (2002 - 2004)

Selected to lead new organization created by merge of previously managed

NY/NJ group with Telecom NY/NJ group. Navigated new group through critical

period of major changes and relocations despite reduction in workforce.

Provided high levels of support to regional business units, servicing

brokerages, capital markets, trading floor, and branches.

. Rebuilt lower Manhattan site's infrastructure after 9/11 while developing

new Jersey City site. Led flawless relocation of 1,000 users back to NYC

and new NJ location with 30% less staff and zero downtime.

. Carried out disaster recovery plan during 2003 East Coast blackout,

relocating 200 users to new facility within hours and enabling business

operations to resume by market's opening the next day.

. Saved $2Million per year by implementing paperless environment and

eliminating mainframe print.

Technology Support & Training (1999 - 2002)

Promoted to lead support operations and desktop training for 7 regional

sites. In charge of corporate curriculum development for end user desktop

training.

. Saved $1.6Million in training costs in 2 years by implementing new model

"running training like a business."

. Developed Y2K disaster recovery plan for NYC business units, which

resulted in fine-tuned contingency plans used on 9/11.

Technology Operations (1996 - 1999)

Brought in to manage support services group, providing desktop/server

support and training to 900 users for the New York region. Provided

strategic leadership for group that previously lacked clear direction.

. Led group to close 3,000+ trouble tickets in 100 days, thus immediately

increasing customer satisfaction.

. Increased productivity and cut support costs by converting 3270 terminals

to desktops for 600 users.

United Artists, Inc., Englewood, CO 1988 - 1996

Information Services

Spearheaded all IT functions for United Artists Theatre Circuit, including

systems development, corporate operations, theatre operations,

telecommunications, architecture, and QA for corporate office, 5 regional

sites, 20 districts, and 430 theatres. Supported accounting and payroll

system for 14,000+ employees.

Education & Credentials

New York University - B.A., Economics

ITIL-Service Management Service Level Management - Certificate

ITIL Practitioner Plan and Improve - Certificate

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