Service Manager

PETER KATIGBAK

*** ***** ** ********** *******, NY 11746 Phone: 516-***-**** Email: *********@***************.***

SUMMARY

An accomplished Information Technology management professional with comprehensive experience in a multi-site, multi-host, networked environment. Highly knowledgeable in all IT areas as well as business principles and processes. An understanding, innovative individual who has an excellent sense of teamwork to get results by instilling commitment, trust, fairness, and loyalty.

Areas of Expertise:

Systems Implementation/Migration

Service Delivery

Incident Management

Organizational Planning

Staff Management & Development

Policy & Procedure Development

Vendor Management

Strategic Planning

Financial Planning & Management

SLA Management

Client Account Management

Remedy & Web Analytics

ITIL Expert Certified

Operating Systems: Windows 2000/XP/7/8/10 Mac OS 9-X VMware ESX/Server iOS Android

Networking: ADManager Active Directory Hyena TCP/IP DHCP DNS VoIP/Telephony Cisco Citrix Duo Polycom Video Conference

Messaging: Exchange 2003/2007/2010 Rim Blackberry Enterprise Server Outlook ActiveSync

Software: MS Office 2007/2010/2013/2016 Skype for Business WebEx, iManage Unanet Deltek Maconomy SharePoint SAP CRM

SELECTED CAREER HIGHLIGHTS

Managed projects such as office moves and Windows 10 migration of over 1,500 laptops.

Transitioned in-house support staff (2 Service Desk) to outsourced offshore Service Desk support for an annual savings of $3M.

Transitioned in- house Desktop support staff to outsourced Desktop support for an annual savings of $2.4M.

Transitioned in-house ticketing system to Remedy 7 in parallel to implementation of ITIL process.

As a process manager for Incident Management, able to increase maturity level to 3.0 within 2 years with over 20+ CSI’s implemented

PROFESSIONAL EXPERIENCE

Manager, Service Support September 2016 – June 2018

Marcum LLP Melville, NY

Accounting Industry

Responsible for managing the day-to-day service delivery of end user computing services nationwide while ensuring customer satisfaction by delivering superior results in a timely and efficient manner.

Managed a team of 16 Service Technicians (Level 1 and 2) and Supervisor across the nation.

Implement IT policy and standards and establish methods to assess the effectiveness of the Support team, services and projects.

Continuously maintains a highly skilled and engaged workforce by aligning resource plans with business objectives; overseeing the recruitment, selection, and development of talent.

Manager, Desktop and Mobility September 2015 – September 2016

Brookfield Corporate Operations New York, NY

Property Management Industry

Responsible for managing and overseeing third-party service provider of 12 Desktop technicians ensuring service delivery execution and business governance related to end-user services.

Develop and implement IT services offerings including scope development, implementation planning and execution and forecasting, and on-going service line improvement and innovation.

Senior Manager, Client Services July 2010 – October 2014

Forest Laboratories Inc Commack, NY

Pharmaceutical Industry

Managed the Client Services budget and the overall activities of the Desktop (Level 2 and Level 3) Operations Support team and ensured optimal service were provided to clients using the ITIL methodology.

Established an efficient operation of client support and services for desktop, laptop and related client devices in a regulated Pharmaceutical environment. This involved staffing, SLA management, client account management and vendor- related functions in providing efficient and responsive support for Forest’s client base.

Worked closely with the Service Desk, BRM and various vendors to ensure that customer requests and technical issues are addressed and documented in a timely and efficient manner.

Manager, Service Desk January 2006– July 2010

Forest Laboratories Inc Commack, NY

Pharmaceutical Industry

Experienced in rebuilding existing Service Desk including procedures, processes, personnel, etc. and implement industry best practices.

Ensured department documentation such as the knowledge base, policy and procedures manual, checklists are continually updated.

Maintained that the staff is meeting and exceeding expectations in regards to SLA's, team goals and organization’s objectives.

Maintained statistic support of department-s Key Performance Indicators, defined metrics/benchmarks, and that standard and processes are followed to provide effective customer service and meet requirements using the ITIL methodology.

EDUCATION/TRAINING

B.A. in Business Information Systems- Ashford University

Magna Cum Laude

ITIL Expert

ITIL: Managing Across the Lifecycle

ITIL: Service Design

ITIL: Continual Service Improvement

ITIL: Release Control and Validation

ITIL: Operational Support and Analysis

ITIL: IPSR-Support and Restore

ITIL: Foundations

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