Service Management

Constantine Zavos

** **** ******,

Brooklyn New York, 11209

***.*****@*****.***; +1-917-***-****

SUMMARY:

Accomplished Leader with extensive and increasing levels of global

management responsibility in the development and delivery of IT Services,

Infrastructure management, Technical Architecture, Engineering and

technical support services. Focused on maximizing performance, right

sourcing and operational excellence. Demonstrated ability in delivering

cost effective solutions, serving as the chief liaison between business

groups and technical support organizations. Extensive experience with

building large teams, focusing on cost effective. client focused results.

Bottom line financial responsibilities managing multi-million dollar

projects, large scale department budgets and new business development

opportunities.

PROFESSIONAL EXPERIENCE:

Noise Consulting Group for National Grid, New York, 6/2014 - Present

Global Head of Service Management

Global Head of Service Management and Infrastructure Support Services.

Responsible for all Incident, Problem and Change Management services for

National Grid. Manage a global team of experienced service managers,

service owners and operational staff ensuring continuous service

improvement and operational support. Provide Service Management and

infrastructure support to all enterprise-wide and regional applications

including SAP, critical utility distribution, all customer support and

event monitoring. Manage a diverse team of in-house staff, consultants

and outsourced service providers responsible for all Data Center, server

(MS and Unix) and Network support services. Lead service improvement plans

for all service suppliers.

Build and implement a Service Management Center, reverting service back in-

house, with a focus on improving service levels and reducing costs. Lead

transition and transformation teams as well as provide subject matter

expertise across service management functions. Build standardized global

processes and support organizations to improve support and enable

monitoring of critical applications and enterprise-wide systems including

SAP.

MMC, Marsh & McLennan Companies, Inc., New York, 7/06 - 4/2014

Global Head of Distributed Operations

Distributed Operations Leader responsible for all Incident and Problem

Management Services, including Service Desk, Desktop Operations, Software

deployment, Hardware implementation, Business Relationship Management and

Asset Management. Directly responsible for delivering IT transformation

projects that reduced run rate expense by $25M/year and improved service-

levels across all service functions.

Built and developed the desktop support team/model, created a consolidated

global service center (help desk) that is second to none and award winning.

Ran several large scale projects (e.g., service desk Insource,

BYOD/Mobility, etc.). Accomplished the successful global rollout of

Windows7/Office 2010/IE9 to 55,000 desktops in 500 facilities, in 100

countries.

Managed a budget over $120 million that includes over 600 staff in more

than 100 cities around the world. Provided executive level support and

remote office operations. Responsible for over 70,000 physical assets.

Directly responsible for all client hardware, software and outsourced

service providers on and off shore.

Initiated and coordinated the in-source of technical support services for

Mercer Companies in North America and the UK, resulting in over $8 million

in direct yearly savings while improving first call resolution and client

satisfaction. Managed the in-source of support services for Marsh and

formed new global Service Desk, resulting in another $5 million annual

savings for the global firm. Focused on ITIL frameworks and enabled metric

management across groups.

Developed and implemented new processes and procedures to standardized

support offerings and operating environments while introducing continuous

service improvement programs. Initiated a Major Incident Management

service that dramatically reduced resolution times and repeat outages.

Organized support teams to provide critical services, client focused and

results oriented.

Diversity and Inclusion Champion for the technology groups across the firm.

Computer Sciences Corporation, New York, 2/01 - 7/06

Director - Architecture and Global Sourcing - Federal Sector - 8/05 - 7/06

Led the Architecture, Design Engineering and Global Sourcing groups for

Federal and Civil Sector accounts. Provide standardized tool sets and new

service solution designs for existing clients and new business pursuits.

Responsibilities include negotiating technical solution sets with 3rd party

vendors and directing a staff of 400 managers, architects and design

engineers in order to deliver repeatable service offerings. Develop

service offerings to enable new business development efforts. Negotiated

with various vendors to provide technical services internally and to our

clients.

Created a new service delivering CPU resources with storage, on-demand (pre-

Cloud Computing), shared between several clients in a secured environment

in conjunction with a major chip manufacturer. Led negotiations from

concept through contract negotiations with customers and 3rd party vendors

in order to deliver the service. Presented the new service to several

potential clients and negotiated final contracts and service level

agreements.

Global Services Delivery Executive/ CIO - JPMorgan Chase Investment Banking

Division, 2/01 - 8/05

As part of support organization outsourced to CSC, managed a team of

information services professionals (420+) in the US and Europe providing

over $300 Million/year in outsourced infrastructure support and technology

services for JPMorgan Chase. Led all service delivery functions in the

Investment Bank's distributed technology groups and was responsible for all

UNIX/LINUX, MS Windows and Netware servers, storage and backup,

collaborative computing, data networking and email systems. Reported

directly to the highest levels in the Bank's lines of business (CIOs, CTOs,

Managing Directors), ensuring the overall quality of service.

Developed short and long-term technology plans with major business groups.

Participated in CIO/CTO Planning teams and helped drive group level

business plans. Established centers of operational excellence and best

practices to promote the leveraged used of proven technology and processes.

Managed large-scale projects that included data center consolidations and

migrations, global Single Desktop initiatives; server virtualization and

modeling projects in Investment Banking and Financial Services. Performed

strategic and tactical planning across engineering, data center management

capacity planning, networking, SAN and NAS, database management systems,

information risk management, enterprise systems management and hosting

services

Developed and managed the Bank's email and collaborative system support

services, supporting over 150,000 users across the entire Bank. Designed

the overall system architecture, built the entire support team from support

staff on up to delivery mangers and negotiated contracts with all service

providers.

Championed several 6Sigma projects in the US and Europe, resulting in over

$10 million in costs savings while exceeding service level agreements.

Initiated Design for 6Sigma programs and introduced 6Sigma training

programs throughout the firm. Continually improved service while reducing

support costs across all areas and locations. Delivered all services with

no unmitigated outages or failures or financial loss to the Bank for over

four years.

Successfully kept all services running during 9/11/2001 disaster. Worked

around the clock to keep data centers on Wall Street up and running right

after the attacks as well as move critical applications to alternative

sites. In charge of teams responsible for getting JPMC back on line with

the various exchanges. JPMC was the first major firm to connect back to

the NYSE.

SULLIVAN & CROMWELL, New York, N.Y., 7/94 - 2/01

Director - Information Services

Manager - Distributed Technologies

Manager - Voice and Data Networking

Managed a staff of 120+ professionals with a yearly budget of over $35

million. Responsible for the entire firm's technology in 10 locations

throughout the world including all technical infrastructure, application

development, internet/intranet design, security systems, technical training

and end-user support. Developed strategic and tactical technology plans

and guided efforts to improve processes throughout the firm. Managed all

3rd party vendors including contract negotiations, license agreements and

service level agreements.

Designed the firm's first centralized data center. Responsible for all

aspects of the implementation from hiring architects, selecting 3rd party

vendors, negotiating contracts, supervising construction and implementing

operational procedures. This included the purchase and installation of a

new Lucent PBX, IBM mainframe, HP UNIX servers as well as an NT and Novell

server farm using IBM and Compaq equipment.

PRUDENTIAL SECURITIES INC., New York, N.Y., 2/89 - 7/94

Vice President - LAN Planning & Support

Associate Vice President - Information Systems Development

Assistant Vice President - Investment Banking Support

Managed 15 technical support staff responsible for Local Area Network

Planning, Implementation, and Support. Responsible for department budgets,

financial reports and cost forecasts.

Designed the firm's LAN integration strategy and responsible for the

implementation of wide and local area network connections of all shared

computer systems and workstations. Negotiated software and hardware

license agreements with several 3rd party vendors.

Installed and administered Novell NetWare file servers, IBM RS/6000 AIX

(Unix) servers, Crosscomm routers, IBM bridges, Cisco & Wellfleet routers,

DCA 3270 gateways, IBM 3174 and 3745 FEPs, Cabletron, Bytex and Chipcom

intelligent wiring hubs. Developed the firm's worldwide Retail Branch

Platform, using IBM's RS/6000 systems running AIX, providing real-time

stock quote services, mainframe (NCP Tic) access and office automation

applications. Worked with 3rd party quote delivery vendors to develop an

integrated system for brokers.

Supervised the day-to-day trouble shooting of local and wide area network

connectivity problems and outages, using Network General Sniffers, HP LAN

Analyzers, datascopes and other monitoring tools.

ERNST & WHINNEY, New York, N.Y., 5/87 - 2/89

Senior Manager - Micro Computer Consulting - Management Consulting Services

Manager - Management Consulting Services

Managed and coordinated several small to mid-sized consulting engagements

with outside clients involving micro and mini computers, local area

networks and micro-to-mainframe links. Services included application

development, system selection and office automation design as well as

system integration (staff of 12). Responsible for the group's

profitability and new business development efforts ($400,000 in consulting

revenues the first year, $750,000 projected for second year).

CHEMICAL NEW YORK CORPORATION, New York N.Y., 5/83 - 5/87

Assistant Treasurer - Advanced Technologies Department;

Manager of Consulting Service - Office Technology Center

Managed the development and distribution of prototype systems, new products

and strategic technologies in the Bank to promote automated applications

using microcomputers, office system, expert systems and knowledge-based

engineering (staff of 5). Directed user group meetings and round table

sessions throughout the Bank with technical and non-technical staff.

Directed the Office Technology Center's Consulting Service Group (staff of

5), for Chemical Bank. Managed and participated in consulting services

including "Hot-Line" support, product evaluations, application development

and end-user newsletter publications (more than 3,500 workstations).

EBASCO SERVICES, INC., New York, N.Y., 1/81-5/83

Programmer Analyst

Cost/Schedule Engineer

Education:

NEW YORK UNIVERSITY, Graduate School of Business Administration

MBA, Computer Applications & Information Systems

POLYTECHNIC INSTITUTE OF NEW YORK

BS, Industrial Engineering

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