Manager Customer Service

TOM FERNINO

*** ******* **** ***** **** 770-***-****

Dawsonville, GA 30534 Home 706-***-****

www.linkedin.com/in/thomasfernino **********@*****.***

SUMMARY

IT Call Center Operations Leader with extensive experience providing customer support in a global mission critical L2 and L3 environments. Excellent knowledge of iOS and Android devices. Strong technical background with large systems and storage solutions. Excellent escalation, incident management, and budget management skills. Highly proficient in leading high performing teams to successfully resolve customer discontent and ensure all customer obligations and Service Level Agreements. Break fix business, scorecards, and KPIs are met while increasing customer satisfaction and retention. Specializing in cost savings in IT products, vendor management, and renewals. Successful in providing long term vision, including working with CFO levels for cost reductions, and CTO, level for staffing, tools, infrastructure, training, and efficiency.

PROFESSIONAL EXPERIENCE

BRIGHTSTAR, Alpharetta, GA 2014-Present

IT Operations and Infrastructure Manager

●Directed and lead staff of 4 direct reports to create, what is now, a stable and highly energetic team for the device protection businesses. Drove my team to 100% customer satisfaction, including asset management, standardizing desktops, laptops, and Macs (in 7 different businesses), printer, and network needs and coverage. Supporting imaging Windows, and Mac’s. AD/D1IM. This resulted in Cost savings of over $800K over the past 4 years.

●Directed the relationships with technology partners internal and external, in WAN/LAN, Security (Data and Physical), Phones (cell and desk). Through negotiations of with wireless carrier reduced cost by over $300K in the past two years.

●Installed and managed all new WAN access points two floors. Increased availability from 25 to 100%.

●Manage application-specific production support processes. Managing over 20 license agreements, including Zendesk, Jira, SnagIt, ReSharper, MSDN, etc. Resulting in savings of over $200K.

●Coordinating the involvement of business and/or IT development resources in problem resolution, as needed.

●Work with internal IT services in Brightstar in change control, and CRD’s and other IT partners/ service providers to ensure appropriate prioritization for scheduled maintenance, including coordination of priorities across IT infrastructure when required.

●Directed and implemented the conversion from Dell switches to VoIP Cisco, and went to a VOIP, solution. Resulting in savings of $50K

●Directed and implemented Level 3/CenturyLink static LAN solution (automated from 200mb to 400mb to 600mb in 12 seconds. Resulting in savings of $24K per year, with 100% uptime for over 3 years.

●Implemented Five9‘s for the Technical Help Desk.

●Provide leadership in critical issue resolution during emergencies and all hands-on deck situations.

●Directed the Alpharetta location (remote employees as well) transition of over 250 cell phones from VZN to Sprint. Resulting in cost savings of 150K per year.

●Directed and implemented the installation of our physical security system with a third-party vendor, including POTS lines keypads, remote panic buttons, and cameras within 40,400 sq. ft. Also changed vendor to G4S.

●Integrate and optimize IT infrastructure LAN/WAN, LANDesk, monitoring capability (Fluke) to provide advance incident/event notification and performance metrics in compliance with SLA's.

●Purchasing Director for 330 employees in the Device protection group.

●Managed the PCI directives from Brightstar. We are at 100% compliance.

●Managing support at a ratio of 165 to 1 for our IT Services Help Desk while covering 16X7X365.

●Managing Badge (DSX) badge system.

●Managing Data security for our desktops (Cylance/McAfee).

●Implemented, set up, and maintained our CUCM for our Cisco Desk phones.

●Instituted SLA’s for terminations, onboarding, International coverage, phone ordering, and TAT for tickets

●Managed high and low voltage wiring, Conference rooms (including Polycom live feeds) TV’s and Polycom speaker phones.

●Maintain all UPS units in our communications rooms, including switches, routers, and all communications equipment.

●Implemented Office 365 on our Lap Tops, and Phones.

SIMPLIFIED IT PRODUCTS, Marietta, GA 2012-2014

Director Software and Mobile Apps and Testing

●Directed the software and mobile applications testing for Picture and Video Keeper platform.

●Directed and updated mobile apps for iOS and Android devices.

●Directed Product Managers and Developers in new enhancements.

●Managing support call volume and streamlining processes.

HEWLETT PACKARD, Atlanta, GA 1997-2012

Global Systems and Storage Call Center L2 Manager (1999-2014)

●Led an organization of 63 L1, L2 and L3 Business Recovery Specialists, supporting HP’s highest visibility Mission Critical customers with a 24X7X365 Break fix environment. Also, acting as Escalation, Incident, HR generalist, payroll, budgets and Duty Manager.

●Managed and multiple groups made up of 35+ engineers and managers from hardware and storage teams with responsibility for maximizing customer loyalty for HP’s Global Mission Critical businesses.

●Managed expense and capital equipment budget of $3.5 Million including salary, administration, P & L, e-awards, training, travel, WFR, EER, headcount, ROI’s, P&L, and COB.

●Developed, analyzed, and reported key support metrics for senior management weekly. This included “Right Part predicted”, “Keep informed”, “First time fixed”, Technical Ability, D-Sat’s, Diag. Accuracy and efficiency, Turnaround time. In addition, VDN, abandoned calls, call volumes and trends, staffing models. Resulting in the highest score in my tower of 90-100% KPI/SLA’s weekly for over 1 year.

●Voice of the work force achieving 100%. Resulting in a ranking of #1 out of 75 managers in my BU.

●Created a rewards/incentive program that increase morale and productivity with remote engineers. Results increased from 58% to 100% in under six months.

●Executed service level agreements, KPIs, scorecards, and ensured deliverables were met weekly and remained in green status. Results of scores between 90-100%

●Developed and communicated vision and balance scorecard, ensuring technical process implementation and soft skills development. Resulting in a clear understanding of our direction.

●Collaborated between the Superdome, UNIX, Linux, RedHat, Network, CPU, and storage (EVA, Ibrix, 3PAR, SaaS) teams with responsibility for service delivery of CSS, BCS, and Gold CTR. Successfully merged Superdome/Hardware team. Resulting in 100% customer satisfaction, saving $250K in salaries.

●Managed Project Managers, TAM’s, ASM’s, Escalations,, and CRM’s for all Post Incident Reviews.

●Worked with project managers to ensure deadlines, SLA’s, KPI’s, scorecards, WFM, CMS, deliverable and budgets were being met. Resulting in 100% Customer Satisfaction, and saving over $150K.

●Lead the Costa Rica Net UX team of 25 Individual Contributors for offshoring L0 problems.

●Directed the EMEA, APJ, and Americas in off hours and holiday coverage for Mission Critical support.

GE Capital 1988-1997

Director, Data Center, Systems, and Integration

●Designed and staffed Data Center and Operations support area to provide superior customer service to clients by:

•Hiring staff with level three technical skills and working knowledge of two or more operating system platforms, Networking, Automation, and Consolidation.

•Conducting prospective and current customer site visits as well as maintaining weekly phone contact with clients to ensure their technical and service requirements are consistently met.

•Consolidating clients onto a single maintenance contract for automation, Resulting in Customer savings on average of fifty to sixty thousand per year in salaries.

●Implemented clients to relocate hardware and operations from 40 different locations to the Alpharetta data center. Cost savings on average of $25 million per year.

●Responsible for providing, monitoring and reviewing cost/benefit analysis and hardware/software performance reports using Legato Automation tools to present to senior management. Resulting in revenue of $20 million.

●Managed a $7 million operating budget and over $25 million in capital equipment. In addition, managed over 50 Individual Contributors and three managers.

●Implemented third party automation tool (Compuware Legato tools) to provide cost shared savings in the customer operations areas by sharing resources. Saving from $60K to $100K per customer site.

●Managed migration and installation of 95 systems consisting of HP’s, SUN’s, RS6000’s, Tandem’s, AS400’s, DEC’s, and PC servers.

●Implemented the Data Center consolidation Lift policy and procedures for GE capital. (I.E. Hot, Lease, and upgrades).

●Designed and implemented procedures and forms for use of MEMO and Change Controls

●Control system for Midrange clients to use as a means of communicating Requests for Service to Midrange Services in Alpharetta.

●Organized cross departmental proactive/reactive Operations and IT teams consisting of representatives from Tools, Network, ATS, Facilities, NCC, SLA, Helpdesk, and Tape Library to facilitate knowledge transfer and system integration related projects, such as hardware/software installation, configuration and upgrades, operations/IT tasks such as system monitoring, system management, error handling, communication line and system/application recovery, disaster recovery procedures, tape management procedures, automation, and usage of our N plus one procedures.

●Managed 24x7 level three tech support and level two Operations teams. In addition, responsible for VAX treasury system which encompasses $6-8 billion daily in commercial paper.

●Managed POS for Montgomery Wards ($3.5 Billion), The Home Depot, Service Merchandise

●Managed reconfiguration and installation of patches and PTF’s to SUNOS, Solaris, HP-UX, AIX, Guardian, IS400 operating systems, Cisco routers, network closets.

●Evaluated and recommended software for automating operations tasks such as backups, spooler management, OS run level management, troubleshooting and resolving file system and device errors, line recovery, alarm notification and networking.

●Actively participated in evaluation and recommendation of new software and hardware technology as well as act as a liaison between vendors, management, operations and clients.

EDUCATION/TRAINING

Professional/Technical Courses and Seminars

FPR for Managers, Business Management in forecasting TS, MS, C&I, and ESS, Financial Performance Predictability, SBC for Managers

Technical Training

Planning for Client/Server Technology, ITIL v.3,IP Telephony, SaaS, iOS, Android, Basic User for HP-UX, Linux, WFM, LANDesk, Zendesk, CRM, CMS, Guardian Concepts and Facilities, Pathway Systems Management, Performance Analysis and Tuning, Viewpoint Operations, Guardian System Management, Guardian Principals, Automating Operations with PNA, Unix Operations, Data Communications I and II, AS/400 Operations, DST, Global Trade Screening, GSE HP-UX-Global Technology Forum, Global Trade Export, Q basis, long-distance Disaster Tolerance: Technology, Challenges, Americas Value eCulture, Global Value Solution Center, 2HR and 4HR on-site Hardware support, Records Retentions Diversity Dialogue, Trams, ISEE, SBC, and all required courses.

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