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Manager Desktop Support

Ramsey, NJ
March 14, 2019

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Philip Direnzo

Ramsey, NJ (m) 201-***-****


Solutions- oriented and hands-on Technology Manager with over 15 years of continuous experience in the areas of infrastructure design and system management. Highly skilled in problem solving, desktop/network support, and managerial decision-making.


Leadership and strategic planning Infrastructure Design Desktop/Help Desk Management IT Network Systems Management ServiceNow change, problem, incident management Altiris Endpoint Solution admin and development Endpoint Security (Thycotic, SEP, EPO) Virtualization & Cloud Computing DLP Asset/Vendor Management Software Licensing Mergers and Acquisitions DevOps Management



A 91-year-old regional bank with $29 billion in assets and 230 plus branch locations

VP of IT– Manager of Technology Sites and Services (IT Director)

Led the infrastructure rebuild for VNB Desktop/Help Desk Support department, which has support for over 5500 endpoints and 3500 end-users. Direct management of 2 IT managers and 23 system admins located in NY, NJ, FL, and AL. Tasked with working in a highly regulated environment aligning IT processes with business needs, designed and managed program standards for desktop support department, budget management, complex audits, vendor selection, implemented processes for cloud solutions, SLA management and workflow design.

Key Projects and Achievements:

Key decision maker in the introduction of ServiceNow for complete overhaul of VNB’s Incident, Problem, Change, Onboarding and Off Boarding of employees

Restructured the Desktop Support Services Team using ITIL framework, which improved end user overall support experience

Strategic planning for high-volume infrastructure, services and applications to meet business SLA and reliability requirements reduce cost and eliminate technical debt

Oversaw and managed the O365 migration while introducing new technologies such as Skype, Yammer, Zoom, MS teams, and wireless communications to corporate and regional branches.

Led the selection and successful implementation of company-wide managed print services

Managed a multi-million dollar working budget for IT operations

Successful and timely execution of yearly IT audits and risk assessments for the IT department with detailed manager responses

Continuous partnership with senior leadership to align business goals and objectives and implement best practices and procedures for the Service and Ops department.

Restructuring of the team and introduction of ServiceNow has reduced abandon call rate by 80%. The queue hold times dropped from 25 minutes to 3 minutes and phone support was tiered.

Hands-on Altiris development and administration for scripting software packages, desktop image creations, and patch management.

Key member in IT Steering committee for workflows, KPI’s, and process improvements.

Created a CAB team with weekly huddles to approve, notify, and post-mortem technology changes.

Vendor management and engagements for roadmaps and partnerships for ongoing and new projects.

Saved organization over a million dollars per year on equip contracts and licensing costs.

Key technology partner in branch acquisitions in FL, NJ, and AL which includes complete integration of the new operational sites/branches, systems, and asset tracking.

VORNADO REALTY TRUST Paramus, NJ 2002 – 2016

Fortune 500 publicly traded real estate investment, trust controlling major office and retail holdings

SR. IT MANAGER 2008-2016

Managed a team of 6 system analysts, computer programmers, developers, and other support staff. Served as a consultant to C - level executive officers when it came to developing and applying IT policies and standards. Handled budgets and expenditures, VDI implementation and architecture of VMware View, and developed company standards for 2200 user desktops. Installed and developed Symantec Altiris Endpoint solution for IT images, software reporting, software distribution, asset management, and application security.

Key Projects and Achievements:

Supervised and mentored a team of 6 where we successfully maintained 100% satisfaction rate with ticketing, SLA’s, and problem solving

Planned and executed spinoff company from an IT perspective for Vornado and Urban Edge Properties

Architected the infrastructure for a new IT Training Room

Project planned and managed mobile device assignments for all of the business management offices

Ground-up installation, packaging, and scripting of all VNO applications utilizing Altiris Endpoint Management Solution.

Setup Cloud Backup and DLP Solution for all desktops in the enterprise with Druva.

Installed and managed Privileged Management solution (Arellia).

Dealt and negotiated with all IT related vendors (CDW, Insight, Dell, etc.) to facilitate enterprise needs to kick off projects.

Procurement of all IT equipment and enterprise licensing for Vornado and Urban Edge Properties.


Spearheaded the planning and execution of challenging IT projects to meet the business needs of several internal departments. Liaised daily with executive management and IT departments in gathering business and technical data for key IT projects.

Key Projects and Achievements:

New site creation processes for company -wide utilization

New change management processes implemented through Bizflow

Coordinated IT deployments for new building acquisitions

Assisted in facilitation of interdepartmental (Networking, Help Desk, and Desktop teams) standardization communication processes and protocols

Developed comprehensive project plans, cost benefit analysis, change request, business requirement documents, and root cause analysis.

Assigned, directed, reviewed, and evaluated project team member’s activities.

Insured that all systems and user documentation were complete, secure, and appropriately distributed and understood.

Specified, organized, and executed network projects in supporting corporate-wide processes.

Provided and organized end-user training when required.

Managed day-to-day project activities and facilitated project team meetings with various groups.

Responsible for vendor management by developing contract agreements, invoices, maintenance agreements.

Researched and coordinated procurement for project technical resources.

Participated in the development and implementation of policies/procedures to improve process/workflow of the department.

Adhered to IT Compliance and regulatory procedures.

Provided clients/end users support in hardware and software setup and configuration.


Worked as a key member of Network Engineering team that was responsible for supporting an executive user base consisting of 3 corporate offices and over 20 remote locations. The environment consisted of over 1000 users and 100+ servers. Solely responsible for the Exchange and Citrix Servers as well as Endpoint Security and application delivery.

Key Projects and Achievements:

Introduced and implemented of SPAM Filtering company-wide on 6 Exchange servers

Team Lead on company-wide rollout of McAfee ePO 4.0 to all servers and workstations

Implemented Websense 5.2 with Security PG for Blocking Spyware at the firewall

Constructed Blackberry Enterprise 3.6/4.0/4.1 server for a more virtual environment


Help Desk Specialist/Network Admin, JD EDWARDS CO.–Rutherford, NJ 1999 – 2002

Network/Hardware Specialist, SILICOM, INC–Mahwah, NJ 1998 – 1999

Network Specialist, STATE FARM INSURANCE CORPORATE– Wayne, NJ 1995 – 1998


St. Peters College in Englewood Cliffs, NJ – Business major

A+ Certification

Altiris Client Management Suite 7.1 Administration

PMP courses completed

2287-Managing your infrastructure using Microsoft Operations Manager

VMware View 5.1 Deployment and Administration

Windows 7, 10 Administration

ITIL Foundation

DevOps Foundation

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