Management Manager

Summary of Qualifications

Accomplished, hands on IT management professional with 15+ years experience in

all aspects of infrastructure support, maintenance and administration.

Well-organized and detail oriented with proven ability to implement standards,

procedures and processes that improve business functionality. Experienced in

working with globally diverse teams in a matrixed management environment.

Successive career progression in increasing roles and responsibilities. ITIL

Foundations certified. Background in the following areas:

Project Management ITIL Processes Process Improvement

Financial Management Team Leadership DR Planning

Professional Experience

Misys International Banking Systems, White Plains, New York

1995 - May 2010

(subsidiary of Misys, PLC )

Global Head of Desktop Services / 2007 - May 2010

Director

Reporting to the VP of Infrastructure Services, responsible for the strategy,

standards, processes and procedures for the Desktop environment globally.

Transitioned globally detached IS teams into a cohesive Desktop Services group.

Other responsibilities included the establishment of hardware / software

standards, delivery of Service Level commitments to the business and management

of vendor relationships. Worked hand in hand with Level 1 Service Desk

management to identify service improvement opportunities. Contributed to the

overall strategic IS objectives which resulted in the development of the IS

project roadmap. Member of the Change Management CAB (Change Advisory Board)

and Information Security Team.

Led entire Desktop Services team in a matrix organization structure. Improved

team utilization by identifying and transitioning Level 1 desktop related tasks

to low cost locations. Setup a follow the sun model to provide 24/7 support.

Principle participant in project to rollout a global Incident Management tool,

ServiceDesk Plus.

Managed the integration of the Allscripts (Misys acquired in 2008) Desktop team

into the Misys Desktop Services group. Led the conversion of Allscripts from

their Incident Management tool to the Misys standard.

Improved security of desktop environment by developing a global software patch

management process.

Managed the monthly IS financial forecast for 4 countries - US, Romania, Mexico

and Canada and implemented a monthly chargeback process for mobile device

usage.

Initiated and oversaw the migration from T-Mobile to Sprint as the preferred

mobile device provider, a direct cost savings initiative.

Created and rolled out an IS Customer Satisfaction survey on the corporate

intranet. Analyzed results and developed an action plan for service

improvements.

Developed and introduced, along with HR, a Global Onboarding process for new

employees.

Technical Support Supervisor / Manager 1998 - 2007

Reported to the Regional IT Manager, responsible for day to day operations of

the company's Information Systems for 2 regional office locations. Managed

team of 3-4 technicians supporting 200 employees. Responsibilities included

creation and maintenance of IT policies and procedures, management of vendor

relationships and procurement of all IT related equipment. Managed IT

requirements for all internal projects and client training and demos. Fill in

for Regional IT Manager as needed, responsible for 4 regional locations and a

staff of 8.

Developed and managed the annual IT budget of $1 million.

Created and maintained disaster recovery plans for both office locations.

Organized and executed annual tests. Documented results for senior management

and modified plans as necessary.

Assisted with the planning and preparation for annual SAS 70 audits.

Manage IT requirements and setup for annual offsite User Group conference.

Client Release Coordinator

1996-1998

Responsible for installation of company's main product, OPICS (client/server

banking software) at client sites globally.

Built and tested OPICS systems in preparation for installation, including

client specific database (Microsoft SQL Server / Oracle / Sybase)

Provided system administration training and support for clients after system

installation.

Maintained register of software versions installed at client sites.

Documented and delivered software updates and patches to clients.

The Frustum Group, White Plains, New York

(acquired by Misys, PLC in 1996)

PC Technician 1995 - 1997

Responsible for the support of all aspects of the company's IT functions

including network, server and database administration. Supported a rapidly

increasing end user base with hardware / software installations and

troubleshooting.

Traveled to remote offices in London and Mexico to setup network and server

infrastructure. Responsible for all phases of the projects including network

design and hardware recommendation through the onsite installation.

Empire Blue Cross Blue Shield, New York City

Technical Support Representative 1994 - 1995

Responsible for support of EZClaim software - Empire Blue Cross and Blue

Shield's software for submitting electronic medical claims.

Provided support including configuration, installation and modem transmission

problems.

Conducted training sessions for new EZClaim users.

Technologies

Systems

Windows XP / 7, Windows Server 2000 /2003

Applications

MS Office, MS Visio, MS Project, MS Exchange, MS SharePoint, WSUS, ServiceDesk

Plus, Dameware Mini Remote Control, Remote Administrator, Symantec EPP, Clarity

Networking Technologies

Active Directory, Group Policies, DHCP, DNS, VPN, TCP/IP

Miscellaneous

Avaya Definity system, Intuity Audix, Cisco MeetingPlace, Virtualization

technologies

Education / Certifications / Training

Iona College - Bachelor of Business Administration

2010

IT Project Management training (based on PMI principals) 2007

1999

ITIL v2 Foundation Certified

Windows NT 4.0 MCSE Certified

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