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Customer Service Support

Location:
White Plains, New York, United States
Salary:
Negotiable
Posted:
October 15, 2018

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Resume:

Peter DiChristina

http://www.linkedin.com/pub/peter-dichristina/9/544/1a

** ********** ***. ***** ******, NY 10607 ac7d1l@r.postjobfree.com 917-***-****

Information Technology Director

Hands-on IT leader with acute focus on the end-user experience

Information Technology Leader with expert knowledge of leading large-scale IT projects that consistently meet or exceed budgetary, operational, and business objectives. Skilled in managing large portfolio of high profile projects and budgets. Proven ability to guide strategic technology initiatives and provide oversight for project concept, design, and delivery including daily support of technology systems. Noted for strong process management and process improvement background using industry accepted process frameworks. Recognized as superior intern-al service provider to multiple key stakeholders and business units. Strong aptitude for management of IT staffs that consistently meet productivity goals.

Strong capabilities in developing and managing long-term IT strategies and budgets relating to key operations and systems, critical to organizational success.

Skilled in driving information integration across IT applications portfolio and aligning business and IT leadership partners on opportunities that improve operational efficiency and business growth.

Change Management

System Upgrades

IT Security

Staff Management

IT Infrastructure

Project Management

IT Strategy

Data Management

Process Improvement

PROFESSIONAL EXPERIENCE

The Salvation Army of Greater New York New York, NY 2014 to 2018

Assistant Director Information Technology

Managed and directed 3-person IT Team supporting all infrastructure, servers, applications cabling, and networking equipment for 600 people in over 50 locations for the Salvation Army of Greater New York. Managed the Service desk for all trouble tickets, proactively monitored tickets for all techs to ensure successful task completion. Sought new Telecom vendors to support remote PBX systems and structured cabling request.

Actively managed Service Desk. Aged tickets, followed up with staff on outstanding requests, built back IT reputation and trust with users, and ticket closures doubled from 2k to 4k a year.

Analyzed telecom bills for Social Service locations, and reduced cost for two main family shelters $1,600 a month.

Created and Instituted new policies for On-boarding and Off boarding Salvation Army Personnel network accounts. Reducing completion of request from 5 days to one.

Worked with remote locations to ensure proper facility building codes for fire, burglar, and elevator monitoring were maintained.

Identified remote locations with insufficient bandwidth and old unmanaged network infrastructure equipment. Actively upgraded sites to with new circuits, static IP address, and managed equipment to stabilize WAN connectivity and better maintain remote sites infrastructure.

Led project to replace leased 50 plus leased copiers for all location in the Greater NY area.

Major break fix projects fiber repair, search vendor, got pricing, insurance claims, follow through.

Managed, organized and designed technology needs for the temporary relocation of TSA Manhattan Citadel.

Managed and led the formal technology closure and hand off for TSA Franklin Women Shelter, and

TSA Northport Veterans Shelter.

Actively worked with engineering firm to design and incorporate technology into TSA’a new Manhattan Citadel/Williams building. Over saw cable plant and network infrastructure design for the 13-story residence and Corps location.

The Madison Square Garden Company New York, NY 2010 to 2013

Director, Enterprise Technology

Managed and directed 4-person IT Team accountable for IT related support to 1.8K+ end-users of desktop computers, laptops, mobile devices, and applications. Guided Voice Services Team to effectively service MSG’s structured cabling and phone systems for 2.5K phones and 600+ events at MSG, Radio City Music Hall (RCMH), Beacon, and Theater at MSG. Provided critical IT support to Executive Leadership.

Led Desktop Team in resolution of 7K+ help tickets per year and Voice Service Team’s handling of 3K help requests annually.

Coordinated and executed personnel moves for 500 to 750 employees over last 2 years; collaborated with 3rd party Consultants and IT Groups to facilitate moves with minimal downtime for users.

Guided Cisco VOIP project, rolling out over 1.5K Cisco IP phones; organized installation with voice integrator for Central Offices and telephony equipment, enhancing redundancy and maintaining high voice availability.

Worked in conjunction with consulting group, ME Engineers, during transformation of MSG; identified IT infrastructure, cabling, conduits, and IDF closest.

Madison Square Garden, L.P. New York, NY 2005 to 2009

Director, Infrastructure Support

Provided IT Leadership to 8 employees; delivered operational support for Windows server infrastructure, 1st and 2nd level support for 60+ Cisco Switches, 90+ servers, and routers at 6 separate facilities. Developed and managed operational and capital project budgets for infrastructure support. Interacted with Divisional Presidents and Executive Vice Presidents to gather specific IT needs to advance business.

Director, Infrastructure Support - Continued

Fostered atmosphere of collaboration, integrating Union workers and Voice Support Group; reduced tensions and enabled alignment between both groups for upcoming projects.

Slashed Spam and virus attacks to nearly zero by installing new perimeter appliance devices (Ironport).

Upgraded antiquated email system, enhancing security, supportability, and availability.

Selected to companywide Steering Committee charged with producing company policies on document retention, compliant with existing laws and legal trends.

Established new Customer Service Support Group, transitioning functions from Cablevision.

Cablevision Systems New York, NY 1999 to 2004

Manager, Infrastructure Support

Transitioned to Madison Square Garden LP’s Parent Company When Cablevision Assumed Control

Supported entire MSG enterprise covering all areas of network infrastructure during transactional period; oversaw daily operations and maintenance of interfaces at 4 locations. Led technical staff and IT capital projects. Provided technical expertise on over 30 business applications, maintained key relationships with internal business partners, and managed 3rd party partnerships with NBA, WNBA, NHL, and TicketMaster.

Replaced 300 POS terminals with capital project budget of $900K; ensured optimal support of POS system for over 600 events, 300 terminals, and 150 printers at RCMH and MSG.

Consolidated MSG and RCMH datacenter, integrating RCMH into MSG’s existing windows server.

Refined and implemented Sarbanes-Oxley test to ensure SOX compliance; passed 100% of audits.

Introduced SAN technology and installed first computer-based POS system at RCHM.

Madison Square Garden L.P. New York, NY 1995 to 1999

Senior Customer Service Specialist

Recruited to support Novell Network systems and desktops during instrumental growth period of MSG. Delivered critical 1st, 2nd, and 3rd level IT support; built servers, standard PC images, and assisted end-users with technical issues while serving on the Help Desk.

Key contributor in installation of initial POS system for MSG with 250+ terminals and 2 Windows servers.

Created MSG’s first IT Training Room including design of furniture and broadcast video and PC for training purposes.

Worked closely with Consultants to build, install, and migrate from Novell to Windows NT.

Served as Technical Resource on MSG office construction projects and floor build outs.

EDUCATION & PROFESSIONAL DEVELOPMENT

Marist College Poughkeepsie, New York

Bachelor of Arts in Communication Arts

OSHA 10 Training Safety Certification

Member, Sport Entertainment Alignment in Technology (SEAT)

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