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Manager IT / Technology Operations & Services / Project Manager

Upland, California, United States
April 21, 2017

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*** ***** ****** ******, ** ***** 909-***-****


Helpdesk / Disaster Recovery /Project Management / Procurement and Vendor Management/ Multi-Site / Compliance

Systems Architecture & Design / Network Administration / Server Management / Telecommunications / Training / CAD

Created Technology Services Department, managing purchasing, resource account and PC provisioning, support of all desktop assets. Directed technology operations of multi-site locations for financial service, engineering and architectural firms, optimizing performance and efficiency. Developed disaster recovery plans, protecting data integrity and security. Overhauled technical service operations and support services, fostering a culture of continual improvement, shortening time to resolve and implement SOP while reducing labor costs and expanding capacity. Negotiated favorable equipment leasing terms, reducing costs. Designed and configured LAN and WAN architecture. Teamed with Facilities and Security to manage multiple building to building restacks.


Bank of New York Mellon Financial Corporation March 2008 to March 2017 VP – IT Manager till 2015, Senior Team Lead Digital Onsite Support – Remote Office Americas

Assist in folding Technical Services Group, Regional Services under Digital Onsite Support - Remote Office Americas. Supervise and support team of technicians providing desktop support and desk side services for 2700+ associates in 30 locations in the Central and Western United States, Western Canada, Argentina, Chile and Mexico. Integrate IT teams from legacy companies supporting Wealth Management, Pershing, Corporate Trust, Document Custody, and Treasury Services into single support group serving all lines of business. Introduce and enhance use of Remedy and proprietary utilities. Manage 5 data Centers interfacing with on-site technician and remote engineering teams to ensure high availability. Participate and or lead when necessary all-hands priority bridges to resolve technical or environmental issues affecting locations utilizing incident coordinators and on-call leads from support groups. Provide hands on support to senior level managers and VIP’s. Advise on design and test IT department tools. Train staff on corporate risk management policies and audit for compliance and remediate as needed.

Managed smooth rationalization of the IT workforce after merger. Collapsed an array of methodologies into standard operating procedures for specific activities. Transferred knowledge silos to searchable enterprise technician database. Improved technician response time an average of 45 minutes.

Managed post-merger building to building and floor to floor staff relocations, kept vital Bank of New York Mellon systems 100% available and minimized disruptions to all employee productivity while keeping move vendors and support teams on schedule and on budget.

Introduced Regional Services team to BNYM Service Level Agreements for incident resolution. Improved SLA

attainment rate annually. Mined resolution data to eliminate repeat incidents reducing reported incidents 20%.

Kelley Blue Book 2006 to 2007

Manager IT Support

Create and make reliable Technology Services Department. Responsible for purchasing, resource account and PC

provisioning, and support of desktop assets for 600 associates. Document and refine processes, procedures and policies. Developed issue tracking system. Manage three helpdesk analysts and two senior administrators.

Completed Kelley Blue Book migration from Exchange 5.5 to 2003. Exchange migration was stalled due in part to other expansion initiatives. Worked with Network Engineer and migration Project Manager to develop email related policies, project plan, communication plan, and project timeline. Sought and received senior management approvals to implement policies and execute migration. 400 user accounts and 100 Gig message store migrated in one month and Exchange 5.5 server decommissioned one month later.

H&R Block 1997 to 2006

Division Technology Manager

Directed all technology operations for 1,500 offices, administrative locations and 3 dispatch center/help desks. Implemented, maintained and supported technology for all divisional offices, store fronts, Sears and Wal-Mart Kiosks, and Premium tax offices, financial and mortgage centers in the NY/NJ and CA regions. Designed server / system architecture and standardized technical specifications. Established service levels and KPIs for field personnel. Developed, coordinated and provided corporate training programs for all Region Technology Managers and Field

Systems Technicians. Managed $2M budget and three Region Technology Managers.

Designated to lead corporate disaster recovery for 20 H&R Block Gulf Coast locations, restoring operations and minimizing losses. Leased warehouse as project staging area for salvage operations. Transported files, data and equipment to warehouse for damage assessment and recovery. Developed mobile service locations for Katrina and Rita victims. Preserved data integrity, client document and data confidentiality and service continuity.

Revised specifications for H&R Block’s IT project saving $200K in costs. Pilot project of in-store service kiosks needed design review for technical feasibility. Reviewed the, at the time secret, project plan, preliminary design and mock-up. Recommended design changes and reduction of equipment, generating significant savings.

Evaluated regional manager’s peak time productivity, reengineering work process and increasing efficiency.

Regional Technology Managers were experiencing decline in productivity during startup of 100 new offices. Conducted workflow study, visiting individual sites. Identified process blockage causing excessive ) workload for

RTM’s involving post-setup planning of data drops for individual locations. Initiated RTM review of wiring and floor plans prior to office setup. Reduced workload during peak time and increased RTM efficiency.

Region Technology Manager (1997 to 2004)

Led technology operations for 24 districts and 400 LANs in southern CA. Developed first comprehensive regional database encompassing all management associates, tax offices and equipment. Supervised startup of three financial centers. Coordinated Miller Zell office upgrade of 77 primary locations and three in-store retail outlets. Directed asset procurement and allocation. Recruited, hired and trained Field Systems Technicians. Managed regional / corporate projects with combined budgets up to $1.5M. Managed 40 personnel.

Developed technical labor management plan for H&R Block, cutting costs 10% ($50K) while boosting service capacity. Poor planning/repeating previous years’ plan led to excessive overtime and double overtime labor costs. Designed and implemented strategic hiring/scheduling plan for technical personnel. Eliminated 3,500 annual overtime hours while expanding services to 21 additional locations. Reduced regional labor costs, presented plan at national conference, which was later adopted as corporate best practice.

Directed integration project for 30 new H&R Block franchises, reducing project timeline 50%. Northwest region needed assistance integrating newly acquired franchises into company operations. Recruited and led teams in technical reengineering processes encompassing 1200+ tasks per office. Upgraded and integrated technical operations for 30 offices, completing project in half the allotted time.


Key Skills: Action-oriented leader and strategic thinker. Adept at crisis management. Meets demanding objectives and performs against tight deadlines. Persistent, creative problem-solver, driving “out-of-box” thinking. Hands on leader and experienced troubleshooter. Excellent trainer, motivating team to top performance. Implements technology changes smoothly minimizing impact to clients. Help team adopt and implement technical strategies and policies.

Education: Masters of Business Administration Concentration in Technology Management, University of Phoenix, Bachelor of Science, Information Technology, University of Phoenix. AAS, Animal Husbandry, State University of New York at Alfred, MCSE, MCSA, MCP, CompTIA Project+, CNA Netware 3.x and 4.x. Trained and practiced in Situational Leadership. Studied Information Technology Infrastructure Library (ITIL).

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