Manager Project

Steven Wintner

COMPUTER SKILLS

• Hardware: Various models of PC laptop and desktops as well as MAC desktop and laptops, Androids, I- phones and I- pads

• Software: Microsoft Windows 7 and 10, Microsoft office products, Remedy, Service Now M.S. Project, Magic, ITSM, Jira, Norton’s Office Package, Hummingbird, Right Fax, Accuroute, Livenote WebEx, Iron Mountain back-up software, BES Server,Zen-apps, virtual desktops and LANDesk

• Management Courses: Perot Leadership Training, Cognizant Management Training, Six Sigma Green Belt Training

EXPERIENCE

5/2017 - 4/2018 Maintech on the Two Two Sigma account New York, New York IT Support Manager (Contract)

• Oversaw the daily operation of of 1 Team lead, 6 desktop analysts and 2 AV support specialists for the New York office, this team is responsible for the support of all AV equipment in the 57 meeting rooms, the setup of all new hire equipment, 50 relocations per month and all triaging and troubleshooting of assigned help desk tickets.

• Responsible for creating support team for the company co-founders and executive staff

• Responsible to act in the role of Project Manager for all department projects KEY ACCOMPLISHMENTS

• Created Departmental SOP's for all processes and procedures

• Project manager for the relocation of the Stamford Connecticut office

• Project manager for the upgrade of 800 users to their new laptops 3/2012 - 11/2016 Ross Dress for Less; New York, New York Supervisor of Technical Support Services Project Manager

• Oversaw the daily operation of 7 desktop analysts, 5 which are located in our New York office and 2 which are located in our Los Angeles office, this team is responsible for the service support of 1700 users in New York, LA and Boston.

• Responsible for the technical support of Ross Executive team. This team includes the CEO and the Chair- man of the Board and their assistants.

• Responsible for overseeing and building relationships with Ross vendors responsible for new equipment orders and oversight of the NY Data center.

• Managed all moves (approx. 450 per year) for the NY office as well as the setup of all training rooms and conference rooms.

• Partnered with the Server manager on all AD issues and server administration for the NY office. KEY ACCOMPLISHMENTS

• Created desktop reporting matrix that allowed IT leadership the ability to understand and oversee the daily operation of the Ross desktop team

• Project lead for the Ross Intern program, this program averages 120 interns ever summer

• Project lead for the AD file server upgrade in the Ross Boston Buying

• Project lead for the Windows 7 conversion

• Created the Ross SOP library for the NY buying office

• Ran Sev.1 bridge for all major outages and was responsible for managing support team to determine root cause and report to IT leadership

• Project Manager for the redesign of the Ross Helpdesk, which included the purchase of a new ticketing system as well as new remote access tools to support off-site employees, creation of knowledge base, de- veloping SLA’s and the creation of a triage team which included a helpdesk engineer for scripting. 11/2008 - 12/2011 Cognizant/Rodale; New York, New York Service Delivery Manager

• Oversaw the daily operation of 8 desktop analysts, 4 which are in New York and 4 which are in Pennsylva- nia, they are responsible for the service of 1100 users as well as a 4-person helpdesk located in India. Re- sponsible for the technical support of Rodale’s 12-person executive team this team includes the CEO the CIO and their assistants.

• Responsible for the technical support of Rodale’s remote offices in Detroit, Los Angeles, San Francisco and Chicago.

• Responsible for working with the helpdesk to assure that all escalated issues get handled in a timely man- ner.

• Built relationships between company and third-party vendors. Responsible for all A/V scheduling and main- tenance.

KEY ACCOMPLISHMENTS

• Project manager for desktop refresh that takes place every quarter in which we rolled out between 150-200 leased laptops and desktops from the PC and MAC platform

• Acted as the project lead during the helpdesk conversion that took place between Unisys and Cognizant.

• Acted as lead of the desktop transition team which was tasked with creating the technical documentation which was supplied by the Rodale desktop team and is currently being used by the Cognizant desktop team

• Project manager for CS4 software rollout

• Acted as the Transition Manager when Rodale converted it’s helpdesk over from Unisys to Cognizant. This included the hiring of all helpdesk employees, the development of a new knowledge base, the selection of our remote access tools, the addition of a VIP option within our ACD system and the creation of SLA’s. 4/2008 - 11/2008 Rodale; New York, New York

Desktop Manager

• Oversaw the daily operation of 4 desktop technicians and 1 LANDesk technician who are responsible for the service of 450 users.

• Responsible for the technical support of the Rodale 12-person executive team. This team includes the CEO the CTO and their assistants.

• Responsible for the technical support of Rodale’s remote offices in Detroit, San Francisco and Chicago.

• Responsible for working with the helpdesk to assure that all escalated issues get handled in a timely man- ner. Built relationships between company and third-party vendors. KEY ACCOMPLISHMENTS

• Acted as project manager for the Iron Mountain back-up rollout

• Participated in the testing of office 2007

8/2006 - 1/2008 Winston & Strawn LLP; New York, New York Desktop and Training Manager

• Oversaw the daily operation of 4 Desktop technicians, 1 Hardware technician, 1 IT assistant and 2 technical trainers who are responsible for the service and training of 450 users.

• Responsible for updating the training curriculum based on call reports.

• Responsible for assuring that all 40 partners are serviced within a 15-minute SLA. Act as liaison between customers and staff to assure that all escalated issues are handled in a timely manner. Responsible for up- dating the user community on any major outages.

• Act as project manager for all projects that involves the desktop team. Responsible for overseeing return of all Laptops that are part of the Winston & Strawn lease agreement.

• Responsible for handling all A/V requests for the attorney’s in the NY office. KEY ACCOMPLISHMENTS

• Worked as part of a team that put together a collage like training program for the Winston & Strawn secretar- ial staff

• Acted as Project manager to assure that all Winston & Strawn user were upgraded to office 2003

• Organized a training program for the desktop technicians that will give them the ability to work as back-ups to the engineering team

4/2004 - 8/2006 EMC /Pfizer; New York, New York

Desktop Manager

• Oversaw the daily operation of 7 desktop technicians who are responsible for the service of 1,500 desktop systems.

• Responsible for compliance with contractual obligations of service level agreements for the desktop team.

• Responsible for arranging home visits for 50 VIP clients within the Pfizer organization. Act as a liaison be- tween customer and staff to assure all escalated issues are handled in a timely manner.

• Oversee all project work for desktop team and test all new applications within the project scope.

• Act as Project manager for AD migration of all desktops within end-user community. KEY ACCOMPLISHMENTS

• Implemented a trouble shooting guide to better support VIP home users

• Led team which upgraded users who wanted to work remotely

• Created SOP manuals for Sales Department

• Managed 3rd party break fix team

6/2001 - 1/2004 Perot Systems/ Nslij Hospital; Westbury, New York Help Desk Manager

• Oversaw daily operations of technical customer service center staff of 13. Responsible for processing ap- proximately 8,000 calls and 1,500 requests per month.

• Responsible for compliance with contractual obligations of service level agreements for the customer service center.

• Acted as liaison between customer and staff to ensure all escalated issues were handled in a timely manner.

• Led off site command center dedicated to support of NSLIJHS PeopleSoft deployment. Facilitated teams to support Novell, Windows NT, Unix, PeopleSoft, and Mainframe applications.

• Built relationships between company and third party vendors. Worked with hospital VIPs to assure fast res- olution of technical problems and led desktop rollout. KEY ACCOMPLISHMENTS

• Implemented pilot for remote support team.

• Spearheaded implementation of Integrated Voice Response (IVR) system to ensure customer satisfaction and compliance with service level agreements.

• Active participant on team that developed web-based request system for NSLIJ Hospital System.

• Worked on six sigma projects to improve help desks’ rating of 2.3 to 2.7 and earn world class rating.

• Researched and selected vendors for self-service password reset tool.

• Arranged for hands-on training of help desk technicians. Rewarded them on high performance days. Per- sonally, ensured a Service Level Agreement (SLA) was never missed. 4/1986 - 12/2000 Key Systems/Micro Age; New York, New York Technical Support Service Manager

• Oversaw day-to-day operations for staff of 20 technicians whose responsibilities included hiring, training, supervising, and scheduling.

• Served as point of contact for repairs, service calls, and project management for corporate client base that included Universal Pictures, Sidley, Austin Law Firm, Prudential Bache, John Wiley Publishing, Deutche Bank, Columbia University, The Department of Finance, ConEdison, NYC Health & Hospital, Metropolitan Museum, and The Hospital of Specialized Surgery.

• Managed technical staff with an emphasis on enhancing sales presentations for business development group.

• Served as back-up network coordinator for troubleshooting issues in addition to diagnosing and repairing systems. Acted as primary liaison between technical support team and sales staff. Key systems/micro age projects and on-site assignments:

• Arthur Andersen, New York, New York, Help Desk Manager (1999-2000). Managed onsite technical team of 15 employees whose responsibilities included desktop, laptop, software, and network support. Monitored all calls through Vantive database, ensuring service closed in a timely manner. Interacted daily with heads of department and management personnel.

• Universal Worldwide, New York, New York, Desktop Support Manager (1997-1999). Responsible for hiring, evaluating, training, and motivating staff of 12 technicians. Acted as liaison between clients, department heads, and technical staff. Monitored calls through Remedy database, ensuring timely service and agree- ment compliance.

• UBS, New York, New York, Desktop Support Manager (1990-1992). Directly in charge of overseeing and motivating staff of nine technicians. Responsible for monitoring telephone calls through Remedy database. Gave VIP type support to trading floor

• Ensured that service agreement was completed in ample time. Accountable for training technicians on equipment.

• Field Technician. Handled on site repairs of hardware and software related problems. Created system fail- ure troubleshooting and preventative maintenance program. Maintained, repaired, and operated front end systems. Key technical investigator in resolving chronic telecommunications problems from initial investiga- tion to total resolution.

EDUCATION

1986 DeVry Institute, Woodbridge, New Jersey

Certificate in Computer Engineering

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