Customer Service Manager
Resume:
Edward J. Micciulli
Howell, NJ 07731
*******@*******.***
http://www.linkedin.com/in/emicciulli
CAREER OVERVIEW
Successful Technical Support Manager with extensive experience in Banking,
Pharmaceutical, Retail, Oil & Petroleum and Health Care Settings.
Respected leader of Customer-Focused Teams. Accomplished, highly motivated,
dedicated Service & Support Manager with experience in Help Desk and
Desktop,
Management, Customer Service and Service Management.
PROFESSIONAL EXPERIENCE
Hermes of Paris, New York, NY
Apr 2010 - Present
Hermes of Paris is a high end retail business which specializes in jewelry,
fragrances, men's and women's apparel with stores world-wide.
Manager, IT Helpdesk and Desktop Engineering
. Hands-on Manager responsible for overseeing the day-to-day operation
of Systems Account Administration, Desktop support and the
International Help Desk.
. Responsible for process improvement of the current IT Helpdesk to make
it more efficient.
. Act as the final escalation point for incident management.
. Implemented a Change Management process to manage the coordination and
approval of change request and published change notification to IT and
the business community.
. Accountable for ensuring service and support of HOP systems and
resources to end-users
. Setup and configuration of POS applications (Cegid) and workstations.
. Management of current wireless accounts, inventory, price negotiation
and purchase request.
. Tracking of hardware and software assets as well as responsibility of
Microsoft volume licensing for North and South America.
. Maintain working relationships with external Hardware, Software and
Telecom vendors.
. Participated in annual PCI audit review.
. Annual Budget review process
ActiveHealth Management (a subsidiary of Aetna Inc.), NY, NY
Mar 2005 - Dec 2009
ActiveHealth is a technology-driven health management company that combines
proprietary technology and clinical knowledge with locations in Virginia,
Chicago, Ohio, Colorado and New York.
Manager, I.T. ServiceDesk and Desktop Engineering
. Overall accountability for the management of 13 direct reports and
operations of a high-volume IT Service Desk, Desktop Engineering and
Systems Administration departments providing technical support for 750
internal users and product support for thousands of external customers.
. Project Manager for starting up the ActiveHealth IT Service Desk which
included deployment of HP's Service Center ticketing system.
. Hands on manager with strong problem solving and analytical skills. Serve
as final escalation point.
. Perform on-site analysis, diagnosis, and root cause analysis of support
request.
. Provide Executive Desktop support and quality customer service.
. Compile and analyze data, prepare daily reports on call volume, abandon
rates, etc., and outages.
. Managed in-depth analysis of HP Service Center incident queue's to ensure
team consistency regarding troubleshooting methods, accuracy of support
tickets and user profile information. Product support for Electronic
Health Record application (activePHR) for external members.
. Excellent customer service and service delivery skills. Customer focused
in addition to solid interpersonal relationship, team building,
collaboration and facilitation skills.
. Enforce compliance with all Standard Operating Procedures (SOPs) and
policies.
. Coordinate all IMAC request.
. Participated in weekly Change Management meetings to review scheduled
changes and their impact.
. Participated in annual SAS70 Audits and budget reviews.
. Manage support for Video Conferencing, Mobile & Wireless technologies.
. Solid Vendor Management and negotiating skills responsible for purchasing
computer hardware, software and wireless devices, and maintaining
accurate inventory. Maintaining good vendor relationships.
. Current member of HDI - Helpdesk Institute
Technology Sales, Account Management and Recruiting, NY, NY
Sep 2002 - Mar 2005
Sold technology services, managed accounts, services and human resources
capital to small, medium and large size companies throughout the United
States.
Worked for / through the following consulting companies:
. Infinity Consulting Group
Sep 2004 - Mar 2005
. Mitchell/Martin, Inc.
Mar 2004 - Sep 2004
. Concepts In Staffing
Sep 2002 - Mar 2004
Bristol Myers-Squibb, Princeton, NJ
Sep 1994 - Mar 2002
Bristol Myers-Squibb is a major pharmaceutical company that specializes in
providing the highest-quality pharmaceuticals and health care products.
IT Site Support Manager
As Site Manager, I was accountable for the site computing infrastructure,
troubleshooting hardware, application deployment, and computer applications
and networking incidents. The environment included Novell Netware and
Microsoft Windows servers and desktops.
. Provided project management, ensuring on-time implementation of new
technologies. Worked closely with management team to maintain computing
standards at each location and provided recommendations on new
technologies to enhance the computing infrastructure.
. Managed staff of 10 FTE(s) Tier II and III support technicians, and eight
CompuCom hardware break/fix techs.
. Coordinated departmental disaster recovery planning in accordance with
master plan.
. Oversaw daily problem management call review meetings, to meet pre-
established service level agreements, coordinated software upgrades,
special projects, while maintaining a close business relationship with
client community.
. Directed support team to meet pre-established service level agreements
assuring the compliance of new applications to the LAN and desktop
infrastructure standards, while providing advanced technical support and
leadership to the staff.
. Implemented quarterly review meeting with senior business management
units to review current IT initiatives, review SLA metrics and Q & A's.
. Worked with application developers on software deployment, evaluating,
testing and distributing applications and updates to clients.
. Performed software updates, patches and application deployment for
business clients using Novell ZenWorks.
. Managed IT department that supported a 2,000 node network, with 99%
server up time average over 12-month period.
. Key Member of project team that managed desktop refresh project from
Windows NT to Windows 95
. Managed project for server directory structure cleanup of legacy
applications and desktop standardization project ensuring standardization
within BMS sites.
. Planned and implemented new technology replacing outdated mainframe
cluster controllers, terminals and printers, saving nearly $8,000
annually in equipment maintenance costs.
. Managed Novell server consolidation project to reduce server population
from 56 to 28, while saving thousands of dollars in reduced hardware and
maintenance costs.
Mar 1984 - Sept 1994 Amerada Hess Corporation,
Woodbridge, NJ
Amerada Hess Corporation is a leading global independent energy company,
engaged in the exploration and production of crude oil and natural gas, as
well as in refining and in marketing refined petroleum products, natural
gas, and electricity
WAN & LAN Specialist 1984-1994
Helped support wide area network, local area network, Novell server and
desktop infrastructure.
. Managed personal computer software audits for 5 locations, maintaining
inventory database.
. Participated in weekly Change Management meetings representing
department.
. Provided first and second level technical support for Netware servers
and desktop issues.
. Coordinated and implemented network testing during scheduled disaster
recovery testing. I provided project management for network design,
testing and implementation.
. Performed V.T.A.M. and N.C.P. coding for IBM controllers.
. Disaster recovery planning and execution at Comdisco Hotsite
. Monitored online applications and WAN infrastructure.
. Designed, planned, configured & managed TIMEPLEX T-1 networks.
. Managed SNA 3270 network, including 3174 cluster controllers and 3745,
3725 front ends.
TECHNICAL SKILLS
Proficient with most major computer hardware and software products and
competencies including:
. Microsoft Office suite . SysAid . Project
Management
. Avaya CMS . Clientele . HP Service
Center 6.2
. Windows XP, NT, 2k - 2k7, Win7 . Customer Service .
Remedy
. Exchange Server . ARCServe . Blackberry
Enterprise Server
. Service Management . Lotus Notes . Change
Management
. Symantec Ghost & Endpoint . SAP . Zenworks
. Citrix WinFrame / MetaFrame . Novell Netware
PROFESSIONAL AWARDS
. Excellence Award: Rewarded for "Going Above and Beyond" job
responsibility 2001
. President's Award for Project Wizard, MS Windows NT Deployment Project
2001
. President's Award for Project Compass, Team member of Novell Server and
Desktop Standardization Project
2000
Education / Technical Training
University of Phoenix and AXIA College: On-Line Coursework
. Training: Relationship Skills; Learning to Lead; Communicating with
Confidence; Presentation Skills; Business Grammar; Planning for Results;
Influencing Others; Time Management; Project Management for IM
Professionals; Systematic Project Management; MS Project 98 Introduction
. Technical Training: Netware 3.11, 4.1& 5.1 Admin. & Advanced Admin.;
Novell ZenWorks Administration; Web Manager - NJIT; Advanced HTML; Data
Network Design; TIMEPLEX Hardware & Maintenance; Windows NT 3.51 Boot
Camp; Fundamentals of Java Script; Digital - Ethernet Support; ACF/VTAM
Network Problem Isolation
HDI / Helpdesk Institute - training
2009 HDI Support Center Director / 2008 HDI Incident Management
2007 HDI Support Center Manager / 2007 ITIL v2
Foundations (Learning Tree)
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