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:
Staff Management & Development
Policy & Procedure Development
Financial Planning & 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
Manager, Service Support September 2016 – June 2018
Marcum LLP Melville, NY
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
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
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.
B.A. in Business Information Systems- Ashford University
Magna Cum Laude
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