Manager Customer Service
Resume:
John J. Staley **** West Barlind Drive
Pittsburgh, PA 15227 Home Phone 412-***-****
Cell Phone 412-***-****
Email *********@*******.***
Profile
A Senior Information Technology Leader with 28 years of diversified IT
leadership experience. Skilled communicator capable of aligning
technology teams with business strategic objectives and delivering on
customer commitments. Excels at mentoring and developing high
performance technology teams. Strong track record of success in driving
the execution of projects in extremely fast paced and demanding
environments.
Skills Summary
Strategic Business Infrastructure Data and Network
Oriented IT Planning Design and Security
Data Center Management Implementation Project Management
Large Scale Deployments Process Improvement Change Management
Performance Management Contract Negotiation Budget Development and
and Management Management
Professional Experience
tHERMO fISHER sCIENTIFIC pITTSBURGH, pa
2005 To 10/2009
it mANAGER - gLOBAL iNFRASTRUCTURE SERVICES
Reporting to the Vice President of Global IT Infrastructure, managed
the IT Infrastructure Services group focused on end-user and
collaboration services. Responsible for developing and managing a
departmental budget of over $10MM as part of an overall $30MM IT
Infrastructure budget. Also, managed the provisioning of services to
multiple diverse business entities across the organization for over
30,000 users.
Notable Responsibilities/Accomplishments:
o Managed the IT integration team to a successful Active Directory,
Email, and Service desk consolidation during the Fisher Scientific and
Thermo Electron merger which consisted of over 30,000 users, 400
locations internationally, and ~60 disparate domains.
o During the consolidation of the service desk, implemented ITIL based
methodologies to fit the corporate strategic goal of being an ITIL
oriented services provider.
o Initiated a relationship management program with IT and business
leaders of the diverse businesses under the Thermo and Fisher brands.
o Negotiated and began implementing an Email hosting solution with an
outside service provider for all mail services throughout the
organization.
o Responsible for overall support of day to day Global IT Operations.
Fisher Scientific Pittsburgh, PA
1998 to 2005
IT MANAGER - UNITED STATES DISTRIBUTION OPERATIONS
Responsible for the operational management, strategic direction, and
tactical execution of all network,
server, and desktop technology services for 130 sites across North
America. Developed and managed a yearly capital budget of $3.5MM to
support the wintel server, desktop, and network infrastructure.
Notable Responsibilities/Accomplishments:
o Built a corporate team of 25 IT technical professionals to centrally
support over 12,000 users from a server, desktop, and network
perspective.
o Developed and managed the execution of a strategy to replace all green
screen dumb terminals with a wintel based thin client Citrix solution
across the 3 major customer service call centers in the United States
Distribution Organization.
o Lead the organization through a two year Y2K testing and remediation
effort which successfully positioned the organization to move forward
with no business impact.
o Managed a LAN infrastructure upgrade that moved the organization from
a 16mb Token Ring topology to a 100mb Ethernet topology across 130
North American facilities.
DISKRITER INC.
1981 to 1998
Customer Support Technician to Director of Services
o Started as a Customer Support Technician responsible for maintenance
of Lanier Word Processing and PC related peripherals in the Downtown
Pittsburgh area. (1981 to 1985)
o Promoted to Network Support Technician responsible for maintenance of
Lanier word processor and medical transcription based networks in the
tri-state area. (1985 to 1991)
o Promoted to Technical Support Manager responsible for managing a staff
of over 20 technical support representatives covering the tri-state
area. (1991 to 1997)
o Promoted to position of Director of Services for Diskriter Healthcare,
responsible for all technical activities in any healthcare related
account as well the development of a network infrastructure for a new
transcription outsourcing business located in the corporate data
center. (1997 to 1998)
Education
1979 to 1981 Penn Technical Institute
Pittsburgh, PA
Associates Degree in Electronics Technology
Additional Training and Accomplishments
Certified ITIL Service Foundations Version 3 -
April 2008
Hallmarks of Supervisory Success Training - April
2007
Certified ITIL Service Foundations - April 2006
Myers Briggs Team Building Workshops - February
2006
Effective Leadership Skills Workshops - February
2001
Targeted Selection and Interview Training - June
1999
Diskriter Employee of the Year and Incentive Trip
Recipient - 1995
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