Management Manager

Peter Lillo

Email: abphiq@r.postjobfree.com

Address: ***** ********* *****

City: Wellington

State: FL

Zip: 33414

Country: USA

Phone: 561-***-****

Skill Level: Management

Salary Range: $100,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

SUMMARY

Highly driven and results oriented IT Operations Manager with strong hands on working knowledge and experience with ITIL. Professional with reputation for developing and implementing processes to establish Service Level Agreements. Proven record of accomplishment in leading and directing comprehensive strategies and projects in support of technology and business goals and objectives. Solid leadership, budgeting and management skills; able to build and direct IT supports teams including Help Desk Call Centers and Enterprise Operations. Provided world class customer service. Adapt at communicating with management, vendors, and internal departments to coordinate overall technology efforts. Agent for continuous improvement including root cause analysis of problems and implementation of fixes to meet client`s business needs.

* Service Level Management

* Incident Management

* Change Management

* Problem Management

* Disaster Recovery

* Vendor Management

* Job and Batch Management

* Call Center Management

* Project Management

* Team Building and Management

PROFESSIONAL EXPERIENCE

UNISYS CORPORATION - FDIC Contract

Duty Officer Manager - Enterprise Command Center 6/09 - Present

Senior Duty Officer Manager in the 24 x 7 Enterprise Command Center. Leads and directs five Duty Officers, 15 Surveillance Technology Engineers (Unix, Windows, Storage, NOC, Mainframe) and 25 Help Desk Tier 1 agents with the objective of providing centralized Situational Awareness, Call Center Management and Enterprise Monitoring and Management utilizing ITIL framework

* First line of communication to Business partners and FDIC Management Team

* Develop, establish and enforce policy and procedures through Stanard Operating Procedures including best practices for Call Center Management and Enterprise Operations Support

* Apply technical and business knowledge during Severity 1 Incident outages to restore IT service according to SLA`s and minimize Impact to business customers

* Facilitate technical bridge during Priority incidents by providing general focus and direction to ensure participants are engaged and moving forward towards restoring service, or implementing a workaround, as quickly as possible.

* Prepare and distribute notification status updates to Senior Management at defined frequency based on the priority of incidents using standard email tools and templates.

* Reports status of problems in appropriate format to executive lea ership, functional teams and other stakeholders.

* Work closely with Help Desk Management Team and Tier 1 Call Center agents to manage call volume, call wait time, average speed to answer and trends including `Big Hitters` and abandonment rate.

* Lead and coordinate Problem Management Root Cause Analysis with Engineering Team and other technical support teams including the completion of RCA template form.

* Partner with AMAG team to enhance monitoring capabilities across the enterprise using NETIQ, Netcool and Solar Winds

* Partner with Telecommunications Team to enhance call center telephony hardware, software and reporting for Call Center Management and Enterprise Operations Management

PETER J. LILLO Page 2

NCCI HOLDINGS, INC., Boca Raton, FL 1989 - 2008

Largest provider of workers compensation and employee injury data and statistics in the nation

Manager, Data Center Operations (1997 - 2008)

Managed and led team of 14 Computer Operators, 5 Production Control Analysts and one Team Leader responsible for 24 x 7 Enterprise Operations Management utilizing ITIL framework. Provided Level 1 and Level 2 support for management and monitoring services of Enterprise Job Scheduling, Enterprise Backup and Recovery, Application, Database and System Monitoring and Service Level Management

* Administered change management process across the enterprise resulting in a reduction of Emergency and Unplanned changes by 15%

* Managed Service Level Agreements and external relationships with hardware and software vendors ensuring application and systems availability of 99.97%

* Managed departmental budget including hardware, software, training, computer supplies, paper, printer services and employee salaries. Reduced overtime costs by 10K

* Coordinated data center power, cooling and fire suppression requirements and maintenance with third party vendors and Building Facilities

* Maintained and provided daily Help Desk Call Center after hour (6pm - 7am) and weekend support for Level 1 and Level 2 Help Desk Call Center customer calls resulting in excellent customer satisfaction rating (98%)

* Through problem management process, decreased problems by 25% over a two year period by initiating problem root cause analysis

* IT Disaster Recovery Coordinator responsible for managing and leading technology recovery teams and business customers during semi-annual 96 hour recovery exercises.

* Coached and mentored team members which led to nine promotions over a 10 year period

* Evaluated and recommended tools, applications and processes to enhance Operations Center

*Presenter at several Data Center World (AFCOM) Conferences on Change Management and Disaster Recovery Support

Manager, IT Help Desk Call Center (1989 - 1997)

Managed and led team of six IT Help Desk professionals who were responsible for providing first and second level call center problem determination, analysis and resolution in supporting approximately 1,200 internal and external customers.

* Initiated and implemented an Incident/Problem Management process for call logging, call tracking and managing of all customers service requests through completion and closure.

* Converted paper Incident/Problem Management process to an on-line management system (IBM - INFOMAN)

* Provided training to all IT Support personnel, Management Team and critical customers on new on-line system

*Prepared daily, weekly and monthly management metrics reports on Help Desk Call Center Volume, Breakdown of Problems by Application and Type and Application and System Availability.

*Modified work schedules to ensure customer expectations were met or exceeded based upon Help Desk Call Center ACD Reports

*Introduced Local Help Desk Institute Chapter into South Florida and was named President and Treasurer

*Facilitated daily morning problem review meetings with support staff and management personnel on problems encountered within a 24 hour cycle which resulted in quality initiative projects and process improvements

*Reduced calls into the help desk by 33% by developing voice mail distribution group lists and email distribution groups to critical business contacts informing them of any major application or system outages

PETER J. LILLO Page 3

HARDWARE

Storage: Clariion, Celerra, Symettrix DMX3, DMX4, Netapp, VMAX

Mainframe: IBM Z890, Z9 (2096), Z10 (2097), HDS Series

Midrange: Sun E10K, M8000, M5000, 6800, IBM P690 Series

Windows: HP DL500 Series Servers, HP DL700 Series Servers

San: Brocade, McData, Cisco, SL8500, 9310, 3494

Desktop: IBM, HP, Dell

Telephony: Avaya, Symon Boards

SOFTWARE/OS

Mainframe: ZOS, Linux, MVS, JES2, FDR Upstream, DB2, CICS, TSO, ACF2

Midrange: Unix, Sun Solaris, Netbackup, Oracle

Windows: Lotus Notes, Heat, MS Office Suite (Outlook, Word, Excel, PowerPoint, Project), Internet Explorer, SQL, VMWare, Hyper-V, Citrix, MS Server Clustering, CSS Load Balancing, Remedy, LAN, WAN, Netcool, Solar Winds, NETIQ

Telephony: ACD, Voice Response Unit, Avaya IQ

Professional Certifications

ITIL Version 3 Foundations

Pursuing PMP Certification

EDUCATION

Business Administration

BBA Program

Florida Atlantic University, Boca

Contact this candidate