Director of IT

Proven analytics, process, operations and project capabilities backed by excellent verbal and written communications skills utilizing strong knowledge of technology and business to manage successful teams and projects.

Summary of Accomplishments

Project Manager on project to develop the data model for patching 145,000 servers.

Provided project and account management for an engagement to increase patching automation.

Participated in the process of implementing Service Transition - Transition Planning & Support as part of the enterprise wide migration to an ITIL compatible ITSM model.

Represented business unit on EY project to deliver Conceptual Operations Framework.

Managed a staff of 24 Service Desk Analysts, handling more than 120,000 calls per year..

Transitioned Health Care System to outsourced support.

Managed the outsourcing of Help Desk functions to CSC.

Implemented Kaseya Service Desk & RMM.

Managed Cisco Call Manager, Unity Voice Mail and UCCX systems in two locations.

Managed the migration of 30+ clients from dedicated Microsoft Exchange to Office365.

Primary consultant on an International Contact Center Project.

Extensive ITSM process engineering experience.

Vendor relationship management experience including Microsoft, Dell, Cisco, & HP.

Served on the HDI Support Center Team Lead (SCTL) Standard Committee.

Trained 100+ Technical Support Managers, Team Leads and Analysts.

Professional Experience

11/2013 – Present Network Infrastructure Technologies, Inc.

4/2017 – 7/2017 Project Principle, IT Assessment, The Brooklyn Hospital Center

3/2017 – 4/2017 Project Manager, End Point Deployment, Office 365 & Airwatch, Hackensack Meridian Health

Developed the project plan and schedule for migration of 13,500 mailboxes

Managed team of 12 to support end users

Supported the installation of Airwatch on ~3,000 company and BYOD devices.

1/2017 – 2/2017 NIT Health Site Manager, Hackensack University Medical center

Managed daily operations of desktop support team of 15.

2/2016 – 12/2017 NIT Finance Business Analyst/Application Architect, Bank of America

Hired, trained and supported the new Enterprise Patching Control team to oversee the currency of ~145,000 Windows, Linux, Solaris, AIX virtual and physical servers plus ESX hosts within the SLA required by internal auditors

Tracked the approximately 350,000 security vulnerabilities identified monthly

3/2014 – 1/2016 Director of Operations, NIT Health

Managed daily 24x7x365 operations of NIT Health providing support services to 3 hospitals, 20+ doctors’ offices and 16 small business clients.

Handled 150,000 contacts per year meeting KPIs 90% of the time

Interfaced with Clinical and Buisness Management to address service delivery issues, supported by reporting from the ticketing and phone systems

Managed the hosted VOIP phone system as well as the Cisco Call Manager based backup/office phone system

2/2014 – 3/2014 NIT Health - Project Lead, Office 365 Email migration, CPNJ

Designed and executed the project to migrate 650 email boxes to Office 365

Consolidated 8 unrelated Microsoft Exchange Servers to 6 servers in a single organization prior to migration

11/2013 – 1/2014 NIT Health - Interim Director of IT, The Floating Hospital

Delivered end user support, upgraded Microsoft Exchange, and executed projects.

10/2012 – 6/2013 Director, IT Managed Services, Tekmark Global Solutions LLC

IT Basic Managed Service was transferred from NPower to Tekmark on 10/1/2012

Continued operational and end user support responsibilities

Managed the commercial process of transitioning clients to Tekmark contracts

5/2007 – 9/2012 NPower Inc

6/2009 – 9/2012 Director, IT Basic Managed Services

Responsible for the IT Basic Managed Services line of business, providing a full range IT management solution to non-profits in New York City.

Supported senior management in interacting with the Board of Directors

Client base grew to a peak of 52 clients, 68 locations, 1200 PCs and 145 servers

5/2007 – 6/2009 Manager, Help Desk & Operations

Managed service delivery to all managed service clients including field service

Administered systems used for delivering services including Kaseya

9/2005 – 1/2007 Managing Director, Help Desk Practice & Company Partner

DEMA Education

Executed a project to support the design of a contact center in the Middle East.

Trained 100+ professionals in a variety of support center related classes.

Served on the HDI committee that drafted the Support Center Team Lead (SCTL) standard.

1/2005 – 8/2005 Independent Customer Support Services Consultant

Trained students in a variety of stock and custom support center classes.

7/2002 – 12/2004 VP, Customer Services/Director of Operations, Quickteks, LLC

Designed, managed and supported solutions for small businesses from 5 to 250 PCs.

Developed operating processes and policies for the service delivery.

Managed vender relationships including Microsoft’s Certified Partner Program.

9/1995 - 4/2002 IHS Helpdesk Service, a division of Leveraged Technology

9/1998 – 4/2002 VP/Manager, Professional Services

Delivered plan for integrating a client’s customer technical support functions following a major acquisition, designing and documenting improved workflow

Managed US project team of 4 consultants assisting a client with opening a “US-style” eContact Center in Yokahama, Japan.

Project Manager leading a team of 5 to execute the relocation of a help desk at Dow Jones & Co., including SLA requirements and contact handling.

9/1995 – 8/1998 Staff Help Desk Analyst & Consultant

Level 1 & 2 Support Analyst at client sites, including J&J, Sony Electronics and CBS

Developed processes to improve 7 x 24, 14 seat external support Help Desk

Managed project to renovate client 7x24x365 Call Center

Technical Skills

Extensive System Experience

Microsoft Windows ( Server & desktop); Microsoft Office; Platfora; Microsoft CRM; Project; Visio; Kaseya; Microsoft Office 365; Airwatch; Salesforce.com: Cisco ASA Security Appliances, SonicWALL firewalls and content filtering; Symantec Antivirus; Remedy; Track-it and FootPrints.

Usage Experience

EPIC EMR; eClinical Works EMR; Tableau; MS Exchange Server; MS SQL Server; SCCM; Cisco Call Manager, Unity Voice Mail and UCCX; OpenAir; Symantec Backup Exec; MS IIS; MSI Package Deployment; Active Directory including DHCP and Group Policies; Group Policy Management via ADM files; Microsoft WMI based System Management; GFI Mail Essentials, Mail Security, FAXmaker and Languard NSS; Remedy; Heat; Track-IT; GWI; Bridge Track; Crystal Reports; and Siemens, Lucent & Panasonic PBXs.

Certifications

HDI Certified Help Desk Manager, 2005. HDI was formerly The Help Desk Institute.

HDI Certified Trainer for the Help Desk Manager, Support Center Team Lead, Help Desk Analyst and Customer Service Representative courses for 2005 and 2006.

ITIL Foundations Certified, June 2006

Certified Unipress Footprints Administrator and Trainer, 2005 & 2006.

Nurture Marketing Certified Professional, The Nurture Institute, 2005

Education

Bachelors of Arts, Drew University, Madison, NJ.

Contact this candidate