Michael J. Hayden

Cold Spring Harbor, New York **724 Telephone: 917-***-**** Email: ac0zdt@r.postjobfree.com

mailto:ac0zdt@r.postjobfree.com

mailto:ac0zdt@r.postjobfree.com

SENIOR INFORMATION TECHNOLOGY DELIVERY PROFESSIONAL

Talented and accomplished Senior Information Technology leader with proven ability in developing and implementing infrastructure initiatives, generating client production support plans and achieving technical performance targets. Solid background in consulting and development.

QUALIFICATIONS

●Lead ITIL initiatives across broad operational spectrum encompassing DR, BCP, and integrated helpdesk.

●Managed development of multiple datacenters and associated migration initiatives.

●Achieved substantial cost savings through implementation of integrated CRM solutions.

●Cross-functional committee member that implemented Merrill Lynch’s total global alliance system initiatives for more than 25,000 financial consultants. This project included oversight of vendor alliances, management of special project teams and monitoring all aspects related to system delivery.

●Supervised a staff responsible for monitoring global changes in 2,000 mainframe applications as well as weekly network changes, while simultaneously reducing the error rate to less than 1%.

●Decreased technical staff expenses, during fiscal year, by approximately 50% through the implementation of a remote 24x7 branch program.

●Managed staff of 150 employees

●Supported between 80,000 – 100,000 Bank of America and Merrill Lynch Traders.

●Managed site support for 4 large, type-1 data centers, 85k square feet, in the US and 1 in the UK.

AREAS OF EXPERTISE

●Creating a Shared Technology Vision

●Business Continuity Planning

●Problem Analyses, Troubleshooting & Resolution

●Utilizing Benchmark & Best Practices Techniques

● ProjectMgr.Specificto Infrastructure, outsourcing.

●Ability to Grasp & Utilize New Technology Azure,AWS,Cloud

●Forming & Leveraging Vendor Alliances Microsoft,HP, ETC

●Formal Presentation Skills

EXPERIENCE

eMazzanti Technologies

Senior Infrastructure Consultant 2016 - 2017

Responsible in building ITIL methodology to improve MSP business process resulting in increased customer satisfaction.

Manage all facets of problem identification, escalation, resolution and prevention.

Spearhead business continuity strategy for high profile clients in an effort to reduce business interruption.

Apply long standing business and technical expertise to grow revenue in target customer segments.

Omnicom Media Group, New York, New York

Director North America Network Infrastructure Operations 2015 – 2016

Lead the direction of technology operations inclusive of technical support, systems and network administration, telecommunications and staff management.

In depth understanding of business systems and technical operations to promote strategic and tactical business objectives on a regional scale.

Effectively manages diverse systems and technical staff.

Provides tactical alignment of strategic technology plans and implementations.

Provide guidance in building world class support teams in support of our clients.

Atlas Communications - Hewlett Packard (Bank of America/Merrill Lynch account), NY, NY 2011 - 2014

Global Head Network Operations, Incident and Problem Manager

●Responsibilities included support of all Bank of America/Merrill Lynch Global Data Centers and trading facilities encompassing between 80,000 – 100,000 traders.

●Implemented a Global Network Operations Center (NOC) to support facilities and users.

●Responsible for all site support and network engineers.

●Created process and procedural documentation for Change Management and associated SLA’s supporting client’s global network.

●Selected as a member of the HP client Senior Leadership Team.

●Operational Representative as a senior member of Trader Voice transition of services.

DealerTrack INC. Lake Success, New York 2006 – 2011

Senior Technology Service Manager

●Responsible for implementing ITIL best practices.

●Provided guidance in the creation of a RFP for a Data Center, which housed production servers and telecom equipment.

●Implemented policies and procedures directing 1st and 2nd level support functions under ITIL best practices.

●Established, developed and chaired a Change Advisory Board for all internal Infrastructure and Network changes.

●Developed policy and procedures for NOC, Desktop Support and Disaster Recovery Plans.

ACUMEN SOLUTIONS, INC., New York, New York 2006 – 2006

Senior Manager

●Primary duties centered on sale of Financial and Professional Services: Compliance & Operational Controls; CRM; Quality Assurance; IT Governance;

●Application infrastructure assessment for a financial application service provider.

●Examination of the operations and support infrastructure with, service delivery and service support under ITIL foundation standards Compliance & Operational Controls; CRM; Quality Assurance; IT Governance; Process Improvement; and Infrastructure Services. Highlighted risk items where application performance, availability or supportability were impacted. Key areas of focus were: Service Level Management, Capacity Management, Availability Management, Service Continuity Management, Incident Management/Service Desk, Problem Management, Change Management, Release Management and Configuration Management. The results of this assignment lead to getting hired permanently with DealerTrack.

●Process Improvement and Infrastructure Services. Financial Services include: Account Aggregation & Reporting; Investment Banking; Capital Markets; Retail Brokerage; Regulatory Risk Assessments; Mortgage Loan Origination; Retail Banking; Wealth Management Portals; Mutual Funds; and Insurance.

Consultant Engagements 2003 – 2006

●Assisted an organization (Light House Solutions) focusing on executive placement and staffing services with a strong emphasis on technology placement.

●Specialized in: Project management, system/network engineering, application development, database architects/administers and worked closely with help desk specialists, for companies such as: S&P/McGraw Hill; Atlas-Air; Purdue Pharmaceutical; IBM; and Barnes & Noble.

Merrill Lynch, New York, New York 1999 - 2003

VP/Director of Applications & Enterprise Change Management 2001 - 2003

●Supervised a staff of 30, performed analysis, tested and implementation of main frame application changes.

●Management of space and library databases, maintaining global/domestic system integrity, as well as selecting/managing vendor activities, productivity and cultivating vendor relationships.

●Promoted Production Release System (PRS), a Remedy-based repository, to track changes submitted by clients, which proved instrumental in improving service levels. Merrill Lynch continues to use this system globally.

●Streamlined management processes by implementing appropriate metrics and maintaining integrity of production environments.

●Created task teams that resolved chronic application/system change problems in a timely and expedient manner.

●Developed and implemented policies/procedures for performing risk management and impact analysis toward governing all emergency change requests, including enforcing and maintaining all production policies, standards and procedures for batch and online main frame applications.

●Managed global and domestic system integrity, responsible for decreasing change management errors to under 1%, thereby increasing productivity.

●Recipient of “Special Achievement” awards for exemplary performance, dedication and professionalism on a consistent basis.

●Improved employee productivity while developing management teams with high levels of efficiency, which resulted in significant departmental savings.

Vice President, Private Client Production Support 1999 - 2001

●Managed a 35-member staff recruited/supervised vendors, and administering a $2 million budget.

●Successfully directed teams that diagnosed and resolved hardware, software, and network problems. Subsequently, assembled a help desk, 2nd level support teams, and crisis management support groups that improved reliability of changes, which resulted in increased production efficiency while reducing associated costs.

●Reduced technical staff costs 50% by implementing a remote 24/7 branch support program.

●Generated major quality improvements through development of a comprehensive reporting system on vendor performance.

●Developed procedures for utilizing monitoring tools that rapidly recognized outages/issues and implemented procedures for all support groups to resolve issues in a timely manner. As a result, improved technical support productivity while producing incremental savings through less down time.

●Received several Excellence and Quality Control awards for outstanding and consistent achievement in client support.

●Supported rollout of new TGA (desktops and software) system for 25,000 financial consultants by maintaining vendor relationships, supervising technical teams, and project-managing system delivery.

Additional Professional Experience Upon Request.

EDUCATION

BS, Science Education, Chadron State College, Chadron, Nebraska

CERTIFICATION

ITIL Certified - June 2010

TECHNICAL SKILLS:

• HTML

• JAVA

• Visual Basic

• SQL

• DB2

• Access

• Oracle

• SQLServer

• Net View

• Crystal Reports

• Remedy ARS

• MVS/ESA

• VM/XA

• Windows 2010,etc.

• Enterprise IPC

• Nice loggers

• IQ Max

• VOIP

• F5

• NetCool

• NetScout

• Juniper

• Salesforce

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