Manager Project
Resume:
ROBERT M. CAREY
* ****** ***** ( Long Valley, NJ 07853
******.*.*****@*******.***
SUMMARY
IT Infrastructure Operations Leader with over 20 years of hands on
experience, strong organizational leadership, collaboration, consultation
and execution skills with a focus on results. Experienced in driving
results in information technology while building partnerships with key
business decision-makers. Practiced in infrastructure operation support,
call center implementations/upgrades, facility technology infrastructure
design, vendor management, desktop, laptop and server infrastructure
support, telecom network, telephony integration, global shared services,
building management, upgrades and relocation management, business process
improvement, and project management with a reputation for delivering
complex projects, reorganizational efforts and surpassing goals.
Outstanding project & problem management skills with the ability to resolve
difficult situations under adverse conditions.
PROFESSIONAL EXPERIENCE
HSBC TECHNOLOGY & SERVICES USA, Bridgewater, NJ
1992-2009
Director Communications and Systems Services (2007-2009)
Directed support organization providing data, client/server, voice,
wireless mobility solutions, email/messaging support, ecommerce and IT
customer call center and systems support, including desktop support,
software, IP telephony solutions, business/disaster recovery, and mobility
solutions. Managed 7 by 24 by 365 call/data centers, large facility and
technical help desks. Directed team of employee and contract professionals
in 14 business centers, supporting 25k employees and remote clients.
Developed, maintained and ensured compliance with corporate security,
policies and standards, effecting areas of responsibility.
. Lead project implementation teams to upgrade operating system and replace
7,000 desktop and laptop devices, including RFI, RFP, hardware selection,
customer data, inventory and equipment disposal.
. Provided consultation, staff management planning, execution and SME
services to regional Director responsible for large campus (3,500 seat)
consolidation and data center project in Midwest.
. Inspired and transformed underperforming regional technical support
organization into high performing, World class matrix organization within
1 year. Nearly flawless 99.97% service level over 50,000 annual requests
for service.
. Consulted with leading taxpayer business to provide storage management
and document retention solution, reducing recurring costs and improving
document efficiency.
. Developed and executed a plan to leverage available resources to handle
growing remote call center support needs by integrating Avaya IP Remote
agent technology.
. Lead matrix project team on evaluation, selection and rollout of secure
enterprise network printing solution in North America. Reduced networked
printing and document storage costs by 30% in first year.
ROBERT M. CAREY
Page 2
Household Technology Services, NA - Regional Manager Northeast Division
(2003-2006)
Managed IT customer, desktop and telecom systems support for customer
service and back office call centers. Directed team of 42 employee and
contract professionals in 7 business centers, supporting 4,000 employees
and 6,000 remote clients.
. Managed matrix project teams to build, staff and relocate operations into
two off-shore, 2,000 seat call centers within 180 days.
. Assembled, directed and collaborated with cross functional, matrix team
of business and subject matter experts to design, build and staff first
off shore call centers in Mumbai and Malad, India and improve regional
call center team effectiveness.
. Implemented new field agent laptop based CRM solution within 120 days.
. Managed project team to create vendor EDI interface to GL system
. Managed cross functional matrix project team focused on on-boarding
process and system integration. Reduced boarding time by 60% within 3
months.
Beneficial Data Processing Corporation - Senior Manager (1992-2002)
Responsible for voice, network, desktop and client/server and IT support at
5 back office and call center locations. Performed functional liaison role
between IT and business management teams. Managed matrix teams to design,
build, execute and relocate businesses into new 8 new, state of the art
call or data centers.
. Managed design, construction, installation and relocation activities of
new 200,000 sf customer call center and relocation of consumer data
center in Delaware.
. Design, construction, installation and relocation of new 127,000sf
business center in NJ and decommissioning of 25,000sf data and network
center.
SYSTEMS PROFICIENCY
Hardware
Avaya, Aspect and Nortel telephony and call center
infrastructure; Cisco Data Networking infrastructure, Cisco VPN;
IBM, Dell, HP, Sun servers; Dell, HP & Lenovo desktops, laptops
and monitors, HP and Lexmark networked and local printers, Xerox
Contact manager with network secure printing, Tandberg Video
solutions, Sprint, T-Mobile & Verizon Blackberry and phone
provisioning and support.
PC Software
Windows 2000/2003/XP/Vista, MS Office Suite, Microsoft Project,
Access, SMS, SQL, Microsoft Outlook and Lotus Domino messaging
solutions, Avaya IP Softphone, Avaya CentreVu Supervisor, Cisco
contact manager, Peoplesoft, McAfee VirusScan v8.5 and HIPS,
Citrix, RSA Security, Cisco VPN 5.1, Safeboot, Sanctuary client
4.2, Quest PRM, v-Go SSO, VZAccess Manager, Blackberry desktop
manager..
EDUCATION
BA, Business Administration, MONTCLAIR STATE UNIVERSITY, Montclair, NJ
(118/128 credits completed)
AAS, Business Administration/Management, COUNTY COLLEGE OF MORRIS,
Randolph, NJ
Certificate, Project Management Professional Boot camp, Training Camp,
Bushkill, PA
Contact this candidate