Customer Service Management

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** ******* ******

Piscataway, NJ *****

H (732)

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C (732)

***-****

********@***.***

Information Technology Management

Performance-driven IT Professional with 25+ years experience seeks

opportunity to contribute technical proficiencies and dynamic project

management skills to support operations of a progressive organization.

? Key areas of Expertise ?

. IT Project Management

. Strategic Planning

. Mainframe / Midrange Operations

. Sales Support

. Troubleshooting

. Personnel Management

. Customer Service

. Help Desk Support

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Professional Profile

> Escalate business development through superior IT management, strategic

planning, and excellent customer service and support which increase

productivity and revenue growth; exceed goals and objectives while

adhering to all required standards

> Organized and detail-oriented professional; expertise in project

management, budgeting, and cost analysis

> Positively motivate team players while displaying exemplary leadership

and personnel management skills; experience in recruitment, training,

employee evaluations, and scheduling

> Exhibit diagnostic and collaborative problem-solving skills; proficient

in translating individual needs into customized business solutions

> Interfaced with Sales on current and potential clients for infrastructure

/ hardware SOW's

> Conduct weekly updates / conference calls to Sales and clients on

installation progress

> Communicate technical and complex information easily and concisely;

design and maintain ISO standards and various other documentation

including SLA's, procedures, reports, and spread sheets

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Employment History

Manager, Technical Service Delivery / Data Center Operations

01/2001 - Present

SunGard Availability Services ? Carlstadt, NJ

. Managed day to day operations for a fast paced multi platform Disaster

Recovery facility

. Responsible for all customer / end user satisfaction during DR exercises

. Played essential role in maintaining the Carlstadt facility's Mainframe

and Open Systems environment

Responsible for infrastructure hardware and systems which includes

coordination of all components

including the inventory of all equipment.

Experience in IT Service Management for our Managed Service environment

. Incident Management responsibilities which includes updating and closing

all center base hardware tickets(Service Now) and escalation

procedures

. ensured integrity of customer contracts and sustained excellent customer

service including SLA's

. supported Sales for customer configurations and contract agreements which

includes hardware

installation and hardware validation

. Leader with exceptional personnel management skills supervised and

trained the Mainframe and Open Systems personnel

. conducted annual employee evaluations for 15 employees

. assigned staff for backups when necessary

. effectively managed annual budgets for mainframe and open system

platforms in Carlstadt

. supervised Operations team; monitored prepping, support, and de-prepping

of customer environment

. skillfully developed and coordinated training sessions

. Spearheaded design and maintenance of ISO standard documents; tape logs,

power spread sheets and daily procedures

. Maximized operations by ensuring hands-on technical support for complex

customers and team shortages; efficiently managed Help Desk Support

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Previous Employment

Operations Analyst (I, II, & SR), ComDisco / SunGard ? North Bergen, NJ

11/1991 - 01/2001

Interfaced with subscribers to provide operational support during tests and

recoveries; identified problems and provided resolutions; designed and

maintained reports; reviewed test plans and setup system resources

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Computer/Technical Skills

Hardware: IBM 2817,2097,2094/2097/2084/2064, ES9000, 2094-706, 2097-707,

2098-E10, 3090-600, CMOS 9762, I Series 840, 650, P Series

P750, P660, HP 680 G7, DL585 G7 and DP380, IBM

3081/3803/3705/3725/3745/5660 Network Controllers,

3380/3390, EMC 5830/8530, DMX 1000, DMX4-950, EMC VMAX

dasd, HITACHI 9970, USP-V, SHARK 2107-942, IBM DS880, IBM

3420/3480/3490/3590/ 3592,VTS B16/B18/B20/3584 7700,

Memorex 5480/5490, STK 9490/9840's/ 9940s/9310 silo,

Sysplex Timer, dataswitch 1800, Brocade Ficon, Escon and

Fiber directors, Xerox 9790/4050, DP96, Oce 372 and 5115

printers, IBM 3800/ 3900/4245/3827/3828 printers, Visara

controllers, 3274 & 3174 controllers, Open Systems Adaptor

(OSA)

Software: Z/VM, Z/OS, VM/ESA, VM/XA, VMHPO, MVS/ESA, MVS/XA, PRISM, JES2,

CICS, VTAM, OS/JCL, VPS, TSO, UCC, PROFS, CMS, SAR, FDR,

OMEGAMON, NetView, Info-Management, WWSS, Oracle Inventory

System, HCD

Operating Systems: Z/VM, Z/OS, VM/ESA, VM/XA, VMHPO, MVS/ESA, MVS/XA

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Professional Development

Technical Training

VM Concept and Facilities

CNT Education

Computerm

Silo

Dasd

Sysplex Timer

CMF

RS600

MVS/CP

IOCP

HCD

Basic Communication

ICF Catalog

VTAM VTS

CMOS

Leadership Training

AMA introduction to Management

Preparing for Leadership

Time Management

Dealing with Difficult Employees

Certification

Lean Six Sigma Green Belt

Volunteer

FISH Food Pantry located in Piscataway,NJ

Contact this candidate