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Service Manager

New Rochelle, New York, United States
May 30, 2017

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Scope of Professional Experience:

First Republic Bank, New York, NY 2016 to Present

Incident & Problem Manager

Initiate Service Improvement for the Incident and Problem Management Processes.

Developed Aged Open Incident Report to show management the actual maturity level in the Service Now tool.

Initiate a pilot for Service & Operation Level Management. Initial success with Operations Control Team improved the Aged Open Incident Queue from Months down to weeks.

Initiated a Service Level Agreement for the new Online Banking System.

Montefiore Information Technology, Yonkers, NY 2010 to 2016

IT Service Manager

Initiate development of the Configuration Management Process to support IT Service Operations.

Develop and document the Configuration Item Lifecycle Process.

Initiate a CMDB audit for the current infrastructure supporting Montefiore Medical Center. Included over 2,000 physical and virtual servers.

Work on integration of the main CMDB and Monitoring tools.

Build awareness for technical support teams value of the CMDB and how the Change Management Process maintains it.

Manage the Customer Quality Management Team to support IT Service Operations for 68 Patient Care Units at Montefiore Medical Center.

Develop baseline measurements to identify current process maturity level and identify areas for improvement.

Created IT Service Operations Procedures manual.

Present a plan to support the development of Service & Operation Level Management.

Provide direct contact with doctors and nurses to manage expectations and insure Continual Service Improvement (CSI).

Apex Systems Inc. New York, NY 2009 to 2010

ITIL Service Manager (contract consulting)

Provide Continual Service Improvement consulting for ITIL Best Practices at Deutsche Bank.

Build staff awareness in Incident monitoring and trending to support reactive and proactive Problem Management.

Develop the Problem Management role as well as Subject Matter Experts in 2nd & 3rd Level Support, and how to utilize the tool to support and report all activities.

Depository Trust & Clearing Corp, New York, NY 2006 to 2009

ITIL Incident Manager

Manage newly implemented Incident, Problem and Change Management Processes. Insure Continual Service Improvement.

Tackled an out of control Open Incident Queue. Realized 80% reduction.

Utilized Incident trending to identify a major Problem (PM0000635) with a single IT Service. The Root Cause Analysis resulted in a successful Change to the Application, which ended the continual outages to customers and service restoration costs of approximately $100,000.

Developed Key Performance Indicators to measure the processes and report to upper management. In one instance this resulted in money that had originally been dropped from the budget approved to upgrade storage to eliminate a Known Error, which caused repeated Incidents to system backups.

Children’s Hospital of Philadelphia, Philadelphia, PA 2004-2006

ITIL Service Manager

Manage the implementation and daily delivery of the ITIL Service Management Processes.

Evaluated process maturity levels using CMMI/ITIL model. Resulting improvement from Level 2 to Level 3 Certification.

Provided Continual Service Improvement of existing Incident, Problem and Change Management Processes. Resulted in an Operational Level Agreement (OLA) that improved Incident Mean-Time-to-Resolution by 60%.

Developed Key Performance Indicators (KPI) to measure process performance. Resulted in increased efficiency and saved costs initially budgeted for additional staff.

Cap Gemini America, Inc. New York, NY 2002-2004

Associate Director

Provide the development of Service Operations at Beth Israel Medical Center. Main Campus consisting of 8 buildings as well as 15 remote locations in the metro area.

Collected, interpreted and analyzed all existing documentation. Organized and documented revised workflow and process documentation to comply with ITIL/CMMI standards. As a result, the organization met CMMI Level-3 certification.

Developed real-time and historical reporting. Worked directly with 3rd party vendors Support Staff using Remedy software to manage the Incident, Problem, and Change processes. Communicated closely with executive management stakeholders to build consensus. Reduced Mean-Time-to-Resolution by 15%.

Prior to 2002: Elsevier Science INC. Global IT Support Manager responsible for managing a Global Service Desk in NY, Oxford and Amsterdam.


ITIL Service Management V.2

ITIL Service Management V.3



Bachelor Science

Springfield College

Springfield, MA


The IT Service Management Forum (ITSMF)

Pink Elephant

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