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IT Support Manager

Merrick, New York, United States
December 29, 2015

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Cell: 516-***-****


IT professional experienced in Desktop Support, Technology Initiatives and IT risk controls. Manager of PC support and service delivery teams including desktop troubleshooting, hardware IMAC, IT deployment projects and implementation of technology risk controls across multiple sites.


Technology Deployment Business Requirements Analysis Project Management

Performance Monitoring PC Support Management Testing/Validation

Risk & Control Compliance Quality Assurance



Vice President-Controls Manager – Consumer Bank, 2014-Present

Manage technology risk controls deployment project across Consumer Bank and Chase Wealth Management.

Coordinated deployment of technology risk controls for SOX and high risk impacted User Tools.

Followed up with key stake holders on issues and timelines for IT controls deployment.

Managed status update meetings and provided updates to key stake holders.

Escalated and followed up with Information Owners on training requirements and user access recertification.

Project Leader/Senior Control Analyst - Mortgage Banking Risk and Control, 2011–2014

Perform controls validation across compliance initiatives: Department of Justice and Attorney General (DOJ/AG), Making Home Affordable (MHA) and Dodd Frank.

Communicated with management on action plans/risk controls, leading to procedural changes, increased controls and reduced exposure.

Validated/tested action plans regarding controls in response to MHA-C citations, eliminating DOJ fines.

Performed dashboard testing of key risk indicators (KRI) to ensure accurate reporting of data by Mortgage Banking Operational units, increasing data accuracy.

Performed validation testing of key data reported to DOJ, reducing violations against the bank.

Validated/quality checked key data for Service Members Civil Relief Act (SCRA) reducing violations.

Research various mortgage systems to determine foreclosure activity and status of persons identified by the DOJ as requiring investigation due to fraud or AML.

Project Management, Business Analysis-Restack, 2007–2011

Managed/coordinated IT project teams and third-party vendors, completing large-scale technology projects on-time and within budgets. Clarified and documented requirements, communicating business needs to project team.

Planned, built and implemented national hardware deployment projects at reduced cost and timeline.

Managed PC conversions, staff relocations/consolidation, building renovations and merger activities with minimal impact to end users, achieving an average of 15% reduction in project cost.

Resolved on-going hardware concerns by proactively interacting with desktop engineers and identified solutions before they escalated into major issues which would impact end users and productivity.

Partnered with Desktop support teams, shared and documented issues and solutions and provided turnover documents containing user lists, project issues and solutions resulting in reducing support cost.

Vice President-Regional Desktop Operations Manager, 2003–2007

Selected to lead team of 46 technical professional supporting 5,000+ workstations across multiple NE locations.

Provided daily desktop/project support and nationwide coordination, increasing productivity by 10%.

Served as primary liaison between business and technology, providing outstanding customer service, technical support and business analysis, increasing Service Level Agreement (SLA) levels by 20%.

Directed deployment of business applications to support merger activity for JPMorgan Chase, L.I. and NYC.

Consistently exceeded customer SLA’s by 10% for response to problems as compared to other regions.

Worked with IOC to deploy Pure Edge servers for remote sites requiring remote back up of servers.

Coordinated desktop support for Northeast branch banking managers, after Bank of NY branch acquisition.

CHASE MANHATTAN BANK, NEW YORK, NY (Merged with JPMorgan, 2003) 1998–2003

Corporate Technology, Vice President, Northeast Operations Manager

Managed 11 technical staff and Officers, troubleshooting PC/LAN problems, providing field services. Managed desktop service delivery.

Served as liaison with user groups to ensure maximum communication/translation of requirements.

Managed technical projects, network installation and LANs in L.I. and Northeast.

Managed support for Electronic Check Image system in Delaware, Rochester, L.I. and NYC, including deployment of PCs and servers in support of check image project.

Consistently met business needs by providing immediate response and problem resolution.



Bachelor of Business Administration, Major: Accounting Information Systems


Novell Netware 3.X, 4.11

Certified Information System Security Professional (CISSP), May 2006

Intranetware: Netware 4.11 Advanced Admin, April 1999

INET Solutions - Novell Netware 4.11 to 5.1 Upgrade

Buller, Owens & Associates - Microsoft NT 4.0 Server and Workstation

JPMorgan Chase- IT Risk 802.11 Wireless Network Detection, February 2006

JPMorgan Chase - Fast Start in Business System Analysis, March 2006

JPMorgan Chase – Project Management For IT Professionals, February 2008

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