William J. Adams resume

ac2f1s@r.postjobfree.com phone: 914-***-**** Danbury, Connecticut

Summary I am an Information Technology professional with extensive experience deploying technological and human resources to effectively anticipate and resolve both routine and complex challenges. By creating strong dynamic teams, being sensitive to overall business objectives and through strategic long term planning, I position Information Technology to empower the core business. I am looking for a management position in a highly functional team which shares these values.

Experience MedAllies, Inc. Fishkill, NY

Director of Support Center 2014 – 2015

Ensured timely and effective resolution of clients’ technical issues in accordance with established Service Level Agreements, KPI’s and Customer Satisfaction goals

Acted as single point of contact for escalated issues

Reviewed and reported on HIPAA compliance

Improved the technical Support Center team’s effectiveness by identifying the root cause of recurring issues and developing corrective actions

Developed and engaged employees professionally to create a strong successful team

Established and optimized Policies, Procedures and Standard Operating Procedures

Coordinated with IT and other divisions to ensure cross-functional activities are well transitioned bi-directionally

Presidio, Inc. New York, NY

Service Delivery Manager 2013 – 2014

–Worked with other Managed Services departments to maintain and improve Customer SLA metrics while refining processes and procedures

–Managed customer satisfaction for high touch customers and customer escalations

–Coordinated appropriate internal and external resources to meet set deadlines

–Visited 40 customer sites on a rotating monthly basis while managing multiple projects

–Facilitated customer onboarding, status and post mortem meetings and teleconferences

Tiffany & Co. Parsippany, NJ

Manager of IT Operations Center 2010 – 2012

–Built the IT Operations Center of 2 Team Leads and 12 Senior Analysts providing 24/7/365 coverage and expanded their role from eCommerce monitoring to include monitoring and first/second level support of all Cisco network equipment, Windows servers, iSeries and core applications.

–Provided support for Java and .Net based eCommerce sites, including 24/7/365 monitoring, triage, load balancing and publishing content changes

–Implemented procedures designed in Service-Now and based on ITIL best practices

–Responsible for problem management process engaging internal and external resources as necessary. Communicated outages, next steps, status and root cause to IT Management for all problems.

–Developed and maintained annual $1M capital project and expense plans

–Served as a member of the Change Advisory Board

–Responsible for Sarbanes-Oxley compliance

–Developed and managed vendor relationships with Cisco, AT&T, Verizon, Microsoft

–Exhibited competency in strategic thinking and leadership with strong abilities in relationship management

–Led multi-discipline, high performance work teams

–Experienced in managing Sarbanes-Oxley controls and processes

–Demonstrated effective project management and execution of multiple simultaneous and/or large projects

–Experienced in building operational organizations and processes

–Collaborated with management and staff on career path and development

Tiffany & Co. Parsippany, NJ

Director of IT Operations Center 2006 – 2010

–Built the IT Operations Center (1 Manager, 6 Senior Analysis) to monitor eCommerce environment, own problem management process and provide 24/7/365 coverage

–Developed and maintained capital and expense plans

–Managed internal and external relationships including service providers, vendors, process owners and various levels of management

–Provided strategic leadership to the following support areas:

IT Service Center (1 Manager, 12 Analysts) operating 24/7/365, owning incident management process, handled ~57,000 individual user calls per year

Data Center group (1 Manager, 6 Operators) providing 24/7/365 iSeries support

Production Assurance (1 Manager, 3 Analysts) owning change management process, ensuring operational readiness of all new applications and systems prior to placing them into production.

Tiffany & Co. Parsippany, NJ

Manager of Global Deployment 2004 – 2006

–Developed $5M annual capital and expense plans for all workstations, printers, peripherals

–Managed global asset tracking and equipment lifecycle for ~6,000 workstations

–Accountable for the service request process and 6 Analysts handling ~10,000 requests per year

–Directed security patching, software packaging and distribution for all workstations

Tiffany & Co. Parsippany, NJ

Manager of IT User Support 2002 – 2004

–Managed a 10 member Desktop Support team based in New York and New Jersey

–Acted as IT liaison to business units and aligned support to meet their needs

–Provided VIP support to C-Level Executives in New York corporate headquarters

ACNielsen Corp. Stamford, CT

Manager of Technology Group 1997 – 2002

–Served as technical lead for ACNielsen’s corporate global HQ

–Prioritized business and technology objectives with user departments

–Directed project management from inception through completion of projects: such as Windows 2000 server and client migration, disaster recovery plan, storage area network, standardized workstation and laptop images, fax gateway

–Forecast and managed technical budget, which includes hardware and software purchasing, maintenance, consulting services, and telecommunication expenses

–Managed Technology Support staff; MS Backoffice Specialist, Application Specialist, Telecommunication Specialist and Help Desk Analysts

–Negotiated with and managed consulting firms, outside software/hardware vendors

–Provided on and offsite meeting support and home office support for Board Members and executive level management

American Arbitration Association. New York, NY

LAN Manager 1987 – 1997

–Participated in Microsoft Office Early Adaptor program

–Sustained full network operations for a 20 server 350 node Windows NT network and a 3 server 45 node Netware 3.11/3.12/4.0 network

–Managed NT LANs in twelve remote offices

–Managed PC to AS/400 and LAN to AS/400 connectivity in thirty-six domestic offices

Education Baruch College 1979

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