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Manager Information Technology

Lynbrook, New York, 11563, United States
February 09, 2018

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Mark Christy

** ***** **. ********, *.Y.*****

(H) 516-***-**** (C) 516-***-****



Extensive management and technical expertise in global information technology. Proven project leader with demonstrated ability to deliver significant cost reductions and major project efficiencies. Lead manager in several trading floor, back office, data center relocations, service desk creations and change management governance. Lead a team of managers in creating and documenting ITIL based processes to service delivery/service support.

Core Competencies

Disaster Recovery Cost Containment Leadership Skills

Vendor Management Strategic Planning Operational Effectiveness

Quality Assurance Project Management Managing Diversity

Data Center Support Network Connectivity Server Support

ServiceNow Ticket System RemedyForce Ticket System

HealthCare Partners 9/2017 – 12/2017

Sr. Manager Information Technology Helpdesk Support Consultant

Designed and built new Information Technology support Helpdesk.

Hired new support technicians.

Created and documented new policies and procedures for Helpdesk staff.

Installed and set up new RemedyForce ticketing system.

Inventoried all IT assets and created asset database.

Ordered new IT Hardware and maintenance contracts.

Set up new service level agreements for end user support.

Trained and mentored support technicians.

Rewired and organized all IDF and MDF closets.

Coordinated the installation of new Crestron audio visual system.

Negotiated new vendor maintenance contracts.

Created KPI and metrics reporting.

BNP Paribas 11/2011 – 8/2016

Sr. Manager Global IT Servicedesk and Hardware Support

Managed a team of 43 operation support technicians in North America, Europe, Asia and Latin America.

Provided rapid response 24/7 coverage to all trader and corporate back office staff in a very fast paced environment.

Hired and mentored support technicians.

Wrote yearly reviews for staff.

Managed Data Center operations providing mainframe and server support.

Supervised all desktop, laptop, phone and printer installations on trading floors and corporate back office staff.

Coordinated support and new installations of all IT infrastructures.

Managed large scale office and trading floor relocations.

Ordered equipment and managed inventories for all desktops, laptops monitors and printers.

Oversaw decommissioning and proper disposal of retired corporate assets.

Maintained all IDF and MDF network closets at all locations.

Managed department budget.

Established excellent client relationships with end users.

Proficient in Bloomberg and Reuters workstations.

Provided network connectivity and maintenance.

Managed Service Now and Remedy ticketing system.

Responsible for Crestron Audio Visual and Presentation Teams.

Supported CISCO Voip phone system installations and new deployments

Maintained all Iphones, iPads and mobile devices supporting GOOD.

Provided weekly metrics to senior staff for review.

Established service level agreements.

Acted as the single point of contact for foe all escalations and outages.

AIG Group 8/2009 – 4/2010

Project Manager

Managed a team of 15 technicians deploying a worldwide software migration.

Deployed new corporate software application to 3500 users worldwide.

Scheduled deployments with users.

Provided post deployment troubleshooting and support.

Resolved issues in a timely fashion.

Trained users with applications.

CME Group / New York Mercantile Exchange (NYMEX), NY 10/1983 – 7/2009

Helpdesk Manager

The New York Mercantile Exchange, Inc. is the world's largest physical commodity futures exchange and the preeminent trading forum for energy and precious metals

Provided support for corporate and broker/trader proprietary software.

Responsible for resolving 35-50 service calls daily.

Managed a staff of 20-30 technicians locally and remotely providing 24/7 coverage.

Coordinate new installations, relocations and troubleshoot problems.

Provided yearly reviews and performance appraisals for all staff.

Maintain hardware and software inventories.

Provided client/user support for internal and external market data feeds.

Assisted in resolution escalated trading applications issues.

Negotiated contracts with vendors.

Provide remote support for London, Dublin and Dubai facilities.

Manage and provide yearly budget and deliverables.

Interface with engineering groups to escalate and troubleshoot LAN/WAN issues.

Establish departmental policies and procedures and SLA’s.

Responsible for recruiting, hiring, training and performance reviews.

Coordinate IT Projects and documented technical procedures.

Provide all aspects of customer support, from set up and installation through management and troubleshooting of systems.

Maintain and repair hardware for HP, Dell and IBM.

Ensure all client problem tickets are efficiently resolved.

Provide management guidance on customer service issues, training and technical support.

Telecommunications Analyst

Provided both trading floor and back office support.

Order circuits from NY Tel and AT&T.

Coordinated both trading floor and back office telephone installations.

Managed office and staff relocations including moves, adds, changes (MAC).

Maintained hardware inventory.

Resolution of vendor billing disputes.

San Diego Padres National League Baseball Club. Ca. 6/1982–9/1983

Professional Ballplayer


Miami Dade Community College

University Of New Orleans

Specialized Training: Altiris, Microsoft Office Suite, Service Now, RemedyForce, Information Technology Infrastructure Library (ITIL)

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