Manager of Technical Support
Resume:
Robert P. Polignone
Peabody, Ma
Cell: 617-***-**** Page 1
*****@*******.***
Summary:
Head of IT Operations & Services with 10 years of expertise in technology field providing technical support managing projects large & small, application support, desktop support, helpdesk systems onsite and remote locations located in the US, UK, Asia, and India. Successful managed large IT staff’s, budgets and projects in both large and small firms. The other areas of expertise include the following:
• Desktop Support • SLA Management • Opex Budget • Relationship Management
• ITIL V3 Certified • Heldpdesk • Capex Budget • Metric Reporting
Professional Experience: May 15 to Present
Company: Optum Technology (Contract Position)
Global company with offices located in the US and in the UK providing technical support for offices 24x7 with employs remotely located and onsite. Provide excellent customer service meeting or exceeding our SLA agreement service levels.
Job Title: Head of IT Operations & Services
Managing Health Connector HIX project for MASS IT overseeing the daily work functions of the production support team located in Boston, MA. Overseeing development team of 40 employees on government contract account and handling vendor negotiations, contracts, service level management, and acted as liaison for all issues. Successfully maintained customer based achieving high service levels of satisfaction consistently, acted as single point of contact for issues between business and technical side.
• Manage production support team handling portal support issues Tier 1, Tier 2, Tier 3, issues 24x7.
• Manage client service level agreements and attend SLA weekly business units meetings
• Tracked all client issues using bug tracking system Jira and for all development related issues.
• Oversee development IT environments for Test, QA and Production on a daily basis.
• Lead and directed application cross-functional groups and providing weekly progress reports to the Director
• Provided excellent customer service meeting the customer’s expectations and fulfilling our service level
Agreement with the end user community
Company: SDL International Jan 13 to April 15
Global company with offices located in the US and in the UK providing technical support for offices 24x7 with employs remotely located and onsite. Provide excellent customer service meeting or exceeding our SLA agreement service levels.
Job Title: Head of IT Operations & Services for US
Manage 10 remote site locations Boston, New York, Boulder, CO, Dallas, TX, San Jose, CA, Seattle, WA, Los Angeles, CA, Valencia, CA, Santiago, CH, Sao Paulo, BR. Responsibilities included for all Management of Help Desk/Desktop Support, Vendor Negotiations, Contracts, Service Level Management, and acted as liaison for all issues. Successfully maintained customer based achieving high service levels of satisfaction consistently, acted as single point of contact for issues between business and technical side.
• Support multiple site locations in the US and International for Tier 1, Tier 2, Tier 3, issues 24x7.
• Manage all vendor negotiations for hardware and software of the company.
• Managed client service level agreements and attend SLA weekly business units meetings.
• Lead and directed application cross-functional groups and providing weekly progress reports to the Director
• Provided excellent customer service meeting the customer’s expectations and fulfilling our service level
Agreement with the end user community.
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Company: Immediate Connections Nov 06 to Dec 12 National company with offices located in Boston and around the country providing technical support for hotels and convention center industry across for all events managing local and remote personnel daily. Provide excellent customer service meeting or exceeding our SLA agreement service levels.
Job Title: Head of IT Operations & Services
Manage six remote site locations Boston, Atlanta, DC, Nashville, Florida, New Orleans and California. Responsibilities included for all Management of Help Desk/Desktop Support, Vendor Negotiations, Contracts, Service Level Management, and acted as liaison for all issues. Successfully maintained customer based achieving high service levels of satisfaction consistently, acted as single point of contact for issues between business and technical side.
• Support multiple site locations in the US for Tier 1, Tier 2, and Tier 3 client liaison network support issues
• Support clients applications issues using remote tools WebEx, Go to my PC, Microsoft Meeting Manager, .etc
• Handle vendor negotiations for all hardware and software of the firms needs
• Managed client service level agreements and attend SLA weekly business units meetings
• Tracked all clients’ issues through company’s ticketing system BMC Remedy and Magic for development group.
• Mentor junior staff members and provide onsite training on new applications, procedures, documentation, .etc.
• Keep track of all licensing of applications and other required licensing required by Microsoft
• Lead and direct cross-functional groups and providing weekly progress reports to the Director
• Provided excellent customer service meeting the customer’s expectations and fulfilling our service level
Agreement with the end user community
Company: PCG Feb 04 – Oct 06
Government contracts handling for schools systems located through out the United States providing schools with easy to use website tracking systems of student’s academic advancement. This company is best known for overseeing the “No Child Left behind Act” and helping the government enforce its policies and tracking of all students’ information from kindergarten to high school. There offices are located through out the US with a company size of 1000 employees.
Job Title: IT Operations Manager & Services
Managing 10 direct reports onsite and 2 reports remotely located. Responsible for supporting and trouble shooting local and remote office locations within different time zones and staggered work staff hours and 24 X 7 support.
Accomplishments: Manage six remote site locations Boston, Chelsea, Charlotte, Raleigh, Atlanta, and Tallahassee and California. Responsibilities included for all Management of Developers, Engineers, Desktop Support, Help Desk, Client Negotiations, Contracts, Service Level Management, and acted as liaison for all issues. Successfully maintained customer based achieving high service levels of satisfaction consistently, acted as single point of contact for issues between business and technical side.
• Supervise overall relationship for both technical and business side of operation
• Support multiple site locations in US for Tier 1, Tier 2, and Tier 3 client liaison network support issues.
• Single point of contact for all issues between client and customer on all issues.
• Provide break/fix support to end users and track issues in “Remedy ticketing” system.
• Vendor negotiations for all hardware and software of the firms needs.
• Lead and directed cross-functional groups, coordinated multiple projects providing weekly progress
reports and presentations to executive management.
• Provided excellent customer service meeting the customer’s expectations.
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Feb 02 to Jan 04
Company: BISYS Financial Services
One of the largest Hedge Fund companies with office locations in Boston, Bermuda, Ireland and main office located in Ohio. The company sized has seen huge growth spurt going from 2000 employees to 3000 employees within a year’s time.
Job Title: IT Support Operations Manager
Managing 10 employee’s onsite and the 4 employees split between sites located in Bermuda and Ireland. Managed all network and desktop and helpdesk functions for locations 24x7 and also developed a disaster recovery program should any of these sites have a major disaster.
Accomplishments: Managed three remote site locations Boston, Bermuda, and Dublin Ireland and responsible for all application support, vendor management, desktop and network related issues. Successfully setup standard desktop images, server images, ticketing system, software versions, and standardized all other network related equipment in order to successfully manage three locations at the same time.
• Manage helpdesk, desktop, PC rollouts, add, moves, changes, emails accounts and new users setups.
• Manage multiple site locations for 2000 desktop end users in Boston, Bermuda and Dublin sites.
• Managed vendor negotiations for all hardware and software of the trading floor.
• Manage all vendor negotiations with Telco companies, Service providers including Microsoft
• Lead and directed cross-functional groups coordinated multiple projects providing weekly progress reports and presentations to Senior Management staff.
• Provided excellent customer service meeting the customer’s expectations and fulfilling our service level agreement with the end user community
Education:
MIS Associate Degree North Shore Community College - Deans List Recipient
Northeastern University – Continuing Education
V-Mark Education Center Novell CNE Course, Novell Network Administrator (CNA Certified)
Millennium Institute of Training (MCSA Course) (Windows XP, 7, 8, 10, Server & 2008, 2012, Exchange 2003, & 2012, Active Directory, .etc)
ITIL Foundation V3 Certified – (2014)
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