Information Technology Service Management

I AN D. APRUZZESE

** ****** ******, **********, ** 06790

Phone: 860-***-**** Email: *****@*********.***

www.linkedin.com/in/ianapruzzese/

Dynamic, visionary, and results driven technology leader with

experience growing profitability, improving efficiencies, and increasing scalability

A hands on, high performance strategic thinker, innovator, and achiever with a proven track record of success.

Distinguished for commitment to world class service delivery & efficient operations. Excels in building high

performing teams to achieve desired business targets. A big picture thinker able to anticipate both short and long

range conditions, ramifications, and results from strategic initiatives.

CERTIFICATES & LICENSES

Systems Engineer (MCSE) CompTIA Server+

Systems Administrator (MCSA) CompTIA A+

Microsoft Technology Specialist (MCTS) HP\Compaq Accredited Platform Specialist

Microsoft Certified Professional (MCP)

Cyberoam Certified Security Specialist

CAREER TRACK & PERFORMANCE

Vice President of Service Operations November 2009 Present

RKL & Associates Winsted, CT

Purpose and Scope: Responsible for the creation, communication, planning, execution, and success of

information technology initiatives. Lead continual process improvement initiatives to increase

profitability. Interacted with clients at the executive level to provide CIO level services, IT decision

making, guidance, and staff management. Identify strategic growth opportunities through industry,

economic, and vendor analysis.

Introduced project management methodologies and aligned systems, processes and workflows to maximize

productivity and increased project profitability by 25%

Overhauled the service department to improve staff utilization, raised the effective billable rates of

engineers by 30%

Performed deep analysis of service operations, identified weaknesses, and created plans to turn them into

strengths

Service Manager July 2007 November 2009

The Technology Group, LLC Hartford, CT

Purpose and Scope: Supplied energy, insight, expertise, acumen and organizational leadership for a

provider of outsourced IT solutions. Guided corporate strategic planning. Defined goals, set priorities

and standards for client services. Managed select vendor relationships and key accounts. Executed

customer programs. Assigned and supervised staff; troubleshot problems. Headed special projects,

analyzed strategic plans to catalyze improvement.

Introduced industry standard best practices and innovations, aligned with ITIL principles, which cut costs

by 40%

Rendered consistent quality service metrics that surpassed client expectations and elevated customer survey

scores by 15%

Spearheaded new product development for the Network Integration Group, developing products

that produced over $50,000 in recurring revenue monthly

860-***-**** *****@*********.*** www.linkedin.com/in/ianapruzzese/

Ian D. Apruzzese

860-***-**** *****@*********.*** www.linkedin.com/in/ianapruzzese/

I an D. Apruzzese

Help Desk Technical Lead September 2000 July 2007

ADNET Technologies, Inc Windsor, CT

Purpose and Scope: Served as a change agent within the service department. Led client support

operations; defined requirements; developed, tested, designed and integrated custom solutions. Defined

the client support experience by structuring the help desk to provide world class communications and

technical support.

Developed the new hire training programs to achieve consistent and predictably client interactions

Revamped the service ticket system to improve client response rates, reducing time to

resolution by 20%

Analyzed support metrics to maintain quality assurance standards

Network Administrator January 1999 August 2000

Genesis International Marketing Daytona Beach, FL

Purpose and Scope: Built the support and information technology structure for the organization.

Served as the point of contact for all technical support issues for clients, from simple workstation issues

to major network emergencies.

Designed, maintained, and managed the network of a multi million dollar online sales

operation

Revolutionized network security practices to adapt to evolving security threats

Network Administrator/Lead Web Designer February 1998 January 1999

The Dockingbay.com Corporation Holly Hill, FL

Purpose and Scope: Created the support and web design departments from the ground up. Monitored

ISP and web hosting WAN/LAN hardware consisting of routers, network hubs, modem banks, network

cards.

Trained new network technicians and web site designers on networking, technical support,

and web site design techniques

Created real time web based data analysis and database queries for interactive email, data

queries, and search engines utilizing Cold Fusion

SKILLS – ABILITIES – STRENGTHS – VALUE EXPERTISE

Technology Leadership IT Service Delivery Strategic Planning Tactical Execution Organizational Leadership Team

Building Project Management Staff Training & Development Policy / Procedure / Process Development Customer

Service Improvement Metric Management Quality Assurance Cost Reduction P&L Management Analysis Risk and

Compliance Management & Monitoring Cloud Computing Business Intelligence

LEARNING

Embry Riddle Aeronautical University 1998

Certified Private Pilot

ADDITIONAL TRAINING AREAS INCLUDE

Service Management, Public Speaking, Marketing, Social Media, M&A, Project Management, Negotiation, Sales

Management, Communications, ITIL, Continuing Information Technology Training

860-***-**** *****@*********.*** www.linkedin.com/in/ianapruzzese/

Ian D. Apruzzese

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