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Service Manager

Bayonne, New Jersey, United States
February 13, 2019

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Leo Daly

Cell 201-***-****

Professional Summary

Implemented robust solutions for internal and external clients of Johnson & Johnson and other fortune 500 companies. Broad hands-on expertise in client relations, computer services and hardware/software implementation. Exemplary leader, who can manage change, mitigate risk, infuse new ideas and deliver solid results that take enterprise system performance and productivity to the next level. Highly analytical with “big picture” vision and the ability to work with management, staff and customers to convert complex requirements into actionable project plans.

Experienced in large enterprise organizations.

Built excellent relationships with business stakeholders.

Provided day to day oversight of the outsourcing provider for the organization.

Performed process review and provided recommendations to create efficiency and deliver outstanding customer service.

Supervised operational aspects of the technical infrastructure.

Monitored accessibility of applications and services.

Key liaison between Engineering organization and Service Operations.

Key liaison between Out Sourced Service Provider and subject matter experts to facilitate knowledge transfer, leadership and guidance.

Key liaison between Service Provider and business stakeholders for Incident, Change, Problem Management and Continual Service Improvement.

Created and managed escalation procedures and ensured service levels were maintained.

Managed group of 12 SAP Basis consultants, supporting 5 business units.

Respected team leader with a demonstrated ability to train and motivate others to exceed goals.

Continuously seek innovative ways to improve operation productivity, through the introduction of new technologies, systems, methods and controls.

ITSM ServiceNow – Change, Incident and Problem Management.

ITIL Version 3 Foundation in IT - Service Management.

ITIL Version 3 Service Lifecycle (Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement).

Professional Experience

Peninsula Technology Solution 01/2016 – 12/2018

Technical Operations Specialist @ (Pfizer)

Assisted Director of Line Architecture and Infrastructure with implementation of cloud based system integrations.

Managed/Created system design and architecture documents (Visio and Word)

Created/planned request for changes related to WAN routings and firewalls internally and with MSP.

Performed connectivity tests to verify WAN and firewalls changes.

Attended weekly infrastructure Change Advisory Board meetings representing the business explaining medium and high risk changes.

Involved in recurring status meetings with vendor and internal teams to discuss project updates/issues/deliverables.

Performed hands on disaster recovery testing.

Administrated user-ids for cloud based HCM, EPM and Taleo applications.

Minardi Consulting Company, Fairfield, NJ 10/2014 – 11/2015

Senior Consultant @ (Catalent Pharmaceuticals)

Assisted ERP director with transitioning the data center, from one managed service provider ATOS to another CenturyLink.

Performed initial discovery analysis of server inventory.

Identified database servers and associated data bases.

Liaison between service providers and stakeholders.

Attended weekly infrastructure Change Advisory Board meetings representing the business explaining medium and high risk changes

Worked with business stakeholders and service providers to identify the potential impact and dependencies of changes prior to implementing. All changes followed SDLC process

Attended various meetings held with data center migration project team.

Collaborated with various application subject matter experts getting agreement on move waves and move dates.

Provided go live and cut over support during and after the move.

Maintained integrity of the data pre and post migration for dev, test, staging and production.

Assisted ERP director with transitioning service desk from ATOS to CenturyLink.

Coordinated with subject matter applications experts to document L1 type issues that the MSP service desk can resolve.

Created master document with table of contents for MSP service desk to follow.

Coordinated meetings with subject matter experts to perform knowledge transfer sessions with MSP service desk.

Followed-up with MSP to ensure service desk team was trained.

Johnson & Johnson, Raritan, NJ 04/2002 – 06/2014

Infrastructure Services - Technology Manager/Service Delivery Manager

Vital technical and leadership resource within the Information Technology Services group. Played major role in high-level projects such as server migrations to validated compliant operating systems and validated databases. Supplied expertise on proof of concept, installation and migration projects as well as annual disaster recovery testing.

PM for Identity Management System to have one request and one approval for access to many UNIX and Linux servers.

Worked with engineering organization on service transitioning new software/hardware to steady state operations support.

Led a team of contractors and staff, ensuring appropriate staffing levels and skill set alignment to support the business.

Led regular review meetings with stakeholders in business organizations.

Participated in architectural and planning exercises with business organizations.

Verified all my direct reports (contractors) were keeping up with mandatory compliance training requirements in a timely manner.

Attended weekly infrastructure Change Advisory Board meetings representing the 5 business units I supported explaining medium and high risk changes

Reviewed, approved and updated changes, incidents and problems in ServiceNow.

Entered Service Requests tracked the Service Request in ServiceNow.

Worked with business organizations to identify the potential impact and dependencies of changes prior to implementing. All changes followed SDLC process.

Experienced in creating testing and approval plans based upon ITIL Service Lifecycle.

Experienced in managing plans, schedules and resources to implement changes.

Built long term relationships with stakeholders with supported business organizations.

Liaison between infrastructure services (network, dba's Unix/Linux and windows) for supported business organizations to help determine any environment issues.

Reviewed SAP Early Watch Report and setup monthly meetings with Service Delivery Manager, DBA’s and business unit owners to discuss potential issues.

Reviewed daily open ticket report and followed-up with team members to ensure that defined SLA's are met.

Provided Level 1 support for SAP Basis issues, including ASPAC Region escalations. Assisted ASPAC Region with ITIL v3 ITSM (Information Technology Service Management) and the standard SAP intake process. Followed (SOP) standard operating procedures of regularly contacting the client, determining if there are any issues, forwarding examples of existing processes and supporting them with any additional training in ITSM. Previously delivered Level 3 support to various company organizations.

Responsible for review of work reports and metrics for all SAP Planning. Key facilitator in meetings between two J&J entities – ASPAC MD&D and Global Services

. Attended bi-monthly meetings with ASPAC MD&D to discuss and address any concerns. Participated in monthly status meetings between ASPAC MD&D and Global Services.

Lauded for excellent collaboration with SAP Basis team and continual improvement of support services. Ensure up-to-date knowledge by reading all Standard Operating Procedures and Service Level Agreement’s.

Environments: SAP, Enterprise One, HP 9000, Mercury Interactive, Princeton Softtech, Citrix, HTML, Cognos

Technical Summary

Databases: DB2/400, Oracle 11g, SQL Server 2012

Platforms: AS/400, HP 9000 Unix, Linux, Windows 2003/2012

Software/Other: SAP, JD Edwards EnterpriseOne (Xe, E8, E8.10, E8.12, E9.1, E9.2), BMC Remedy Action Request System, Service Now ITSM,(Change, Incident and Problem Management), IBM Websphere, Mercury Interactive, Princeton Softtech, CRM, ITIL v3 Information Technology Service Management, IVR (Interactive Voice Recognition) automated password resets. MS Word, Excel, SharePoint, Project, Visio, and PowerPoint JIRA, Agile (Scrum Framework)

Professional Training

Certificate ITIL Version 3 Foundation in IT - Service Management

Certificate ITIL Version 3 Service Lifecycle (Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement)

CSCMP Supply Chain Management Principles, Warehousing, Transportation and Customer Service

Education Saint Peter’s University, Jersey City, NJ

B.A. Business Management

Awards Encore Award – JNJ – Continuous Process Improvement – IDM.

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