Vivek Raval

Email: ad185t@r.postjobfree.com

Results oriented IT professional with over 15 years of diverse and progressive experience in strategic management of IT Department. Expertise in IT Project Management, Security, Infrastructure, Vendor Management and IT Governance.

Project Management ServiceNow SME Vendor Vetting/Onboarding

Account/Vendor Management ITSM Streamlining Systems

IT Audit Support HIPAA Compliance IT Staff/Resource Management

Professional Experience

Deputy Division Director of Information Technology, City of Jersey City, NJ March 2020 – Present

Spearhead Division of Information Technology with a staff of 16 supporting 1000+ end users, spanning over 10 locations.

Manage IT Service Delivery for the city by overseeing Help Desk, On Site Support, Telecommunications, Application/Database Systems, Budget/Fiscal/Procurement management, Internet/Managed Service Providers, Vendors and Contractors.

Optimize network and system uptime by streamlining and improving resource utilization of 70+ on premise and virtual servers, 4 major data centers, Disaster Recovery/ Cybersecurity, upgrade for data backup solution in Unitrends, offsite storage of data backup media as a disaster recovery measure in collaboration with Network Management Solution (MSP).

Routinely suggest technology improvements in line with current trends to the Mayor/Council/Business Administrator’s office.

Partnered with Mayor’s Office and HR to modernize Employee ID Cards system and City Hall building access points.

Successfully led design and implementation of technical infrastructure for the remodeling project of Annex 4 and City Hall lower level upgrade. Directed city contracted vendors, internet service provider on implementation of internet service, data lines, network firewall and switch configurations, scaling of IP address pool for over 200 users, ensuring accessibility to city network resources and division specific applications/systems after the move to the new office space.

Present budget proposals for IT projects to stakeholders; conduct cost-benefit analysis of implementing new systems, scope out financial/staff resources for IT equipment, supervise fiscal staff to procure all IT related purchases citywide.

Serve as a technical resource on various high impact citywide projects, assisting HR on processing all major start of the year increases to comply with all labor agreements (public safety steps increases, civilian union increases, etc.) in the HRIS system One Solution, performed advance SQL queries to retrieve results not accessible in front end interface. Schedule staffing resources to assist with technical process during all Payroll check runs, not limited to equipment maintenance and support.

Served as a subject matter expert and a panelist for various vendor selection committees, such as Jersey City’s new website, Online Affordable Housing Portal, Fixed Asset Management Portal, Public Wi-Fi in the Parks, Workforce Analytics Software.

Conduct spend analysis for financial practices to ensure compliance of local public law and budget regulations for the fiscal processing in the IT division and capital assets without compromising quality and services. Identify and implement best practices on service agreements and maintenance contracts for the IT Division, identify and drive cost saving opportunities, including but not limited to RFP, Local/State Contracted Supplier consolidation, Unit Price reduction, Volume\Government Discounting, and Benchmarking. Recruit local/state contracted vendors for services and projects.

Serve as a technical administrator for Jersey City’s financial/budget system: FOW (Finance on Windows).

Implement Inventory asset management application portal to track IT/City fixed assets. Direct staff on securely decommissioning and disposing of IT equipment as per the state law requirements in collaboration with Business Administrator’s office.

Identified bottlenecks in the Jersey City’s IT helpdesk (GovPilot) system design. Improve system design layout for intuitive end user interface, faster ticket submission workflow, and added incident categories in the system.

Oversee successful install of the Building Management System in collaboration with Schneider Electric for City office buildings.

Create and review weekly IT Administration/Helpdesk metrics and KPI reports with staff, recommend ‘IT Best Practices’ to improve end user experience, focus on root cause analysis to reduce recurring incidents and problem management. Implement remote support/asset management system: ‘ConnectWise’ resulting in improved support response time significantly.

Oversee staff performance evaluations, coaching, training (for technical and non-technical audience), promotions, hiring, disciplinary responsibilities, schedule staff coverages, conduct staff briefings and feasibility analysis regarding new application implementations, launches, and go lives to ensure staff is able to effectively execute and deliver projects and services.

Guided staff on support of new system implementations including but not limited to Tyler, Unicorn, OneSolution, GovPilot, SDL, FOW, Tax Windows, Department and Division specific software, MS Office suite, including support for web portals/SharePoint.

Global IT Operations Manager, UST Global (Client: Wolters Kluwer) NY May 2019 – March 2020

Oversee Global IT Service Delivery Operations at Wolters Kluwer, supporting over 10,000 end user base, and supervise a team of 27 IT Administrators across US, Europe, and Asia. Project concluded with a layoff during the start of the Covid Pandemic.

Implemented an enhanced IT Service Delivery platform adhering to ITSM standards and recommendations. Develop Policies, Procedures, and Knowledge Base articles pertaining specifically to IT Service Delivery organizational unit. Collaborate with IT subunits on various Projects and Service deliverables within allocated budget and tight deadlines.

As a member of Change Advisory Board team, proactively advise and recommend ideas to improve change implementations for IT organization unit and subunits and minimize occurrences for unplanned changes and system outages.

Set employee work assignments/schedules, after hours/ holiday coverage, training on Enterprise wide application ‘go lives’ and systems rollouts. Review daily IT service delivery metrics/reports, reallocate staff/resources as necessary.

Oversee budget, a deployment schedule of 4 weeks for over 5000 laptops to enable employees to work from home at the beginning of Covid pandemic.

IT Manager; Clinilabs Drug Development Corporation NY Nov. 2018 – May 2019

Oversee IT operations for over 200 end user base, IT vendors, including Managed Service Provider responsible for hosting and managing data center servers, applications, IT security, 24/7/365 help desk support and network for the organization.

Successfully implement Track-it ticketing/asset management system/purchase order/change management system to streamline IT operations, improve end user services, monitor and manage company’s assets using systemized approach.

Serve as an IT audit manager, and represent IT department during sponsor and client audits, ensuring all security compliance and sponsor requested policies and procedures are followed as per HIPAA/Client requirements and guidelines.

IT Manager; BioIVT NY Nov. 2017 – Nov. 2018

Manage IT infrastructure for a biotech firm spanning NY/MD/NC/FL/UK/Belgium.

Oversee IT operations supporting over 400 end users on LAN/WAN, system administration, asset management, AD account provisioning (new hire/termination best practices), server maintenance/updates and desktop services, and VOIP phone systems.

Implemented Office 365 rollout, Track It ticketing system, asset/hardware software auditing management, change management, knowledge base system, WSUS, Intranet rollout, Azure cloud services, oversee site closures/opening, and various infrastructure related projects. Inaugurated for organization’s leadership academy.

Introduce IT SOPs, SLAs, DR plan with acceptable RTO & RPO, HIPAA Compliance guidelines, client & sponsor audit support.

IT Manager; ProHealth Care NY June. 2016 – Nov. 2017

Manage 24X7 IT department of 12 technical managers providing Tier1, Tier2- Service Desk, Provisioning support for 5K end users and 250 Urgent Care clinics submitting over 3K (incidents) & 4K (support calls) monthly.

Recruited, managed, and trained support dedicated teams. Conduct day-to-day management and coaching of resources to assure high work output and customer satisfaction. Oversee team performance reviews and deliver high performance work plan to staff.

Ensure targeted SLA’s achievements, HIPAA Complaint support structure for over 40 industry standard and clinical applications.

Improve IT response time by 40%, FTR from 50% to 85%, lower call abandoned rates from 60% to 25%, and ServiceNow functionality and accessibility by over 60% within first six months. Initiated weekly report submission of pending incidents/problems/changes to department heads for resolution. Submit monthly performance dashboard to United Health Group.

Configured ServiceNow ticketing system for optimal performance and served as the Subject Matter Expert (SME). Setup LDAP import of user accounts from AD, created ticketing assignment groups, auto incident group assignments, define incident category/sub category, setup knowledge base workflow for end user support and internal IT staff, customized ServiceNow front end dashboard for service outage alerts, ETA on outage resolution, incident statics, incident location metrics, customized display for executives, schedule weekly incident status reports, auto end user surveys, and Asset Management module in ServiceNow

Organize and Design an IT Outage Communication plan (for P1 & P2 outages), resulting in efficient and conclusive communications during high priority service interruptions and widespread high impact outages. Alternately, implement policies and procedures for low impact outage notifications and status updates improving end user satisfaction.

Enterprise Service Desk Supervisor; NYC Health + Hospitals (Bellevue Hospital) NY May. 2014 – Feb. 2016

Direct NYCHHC (Bellevue Hospital) Enterprise IT consisting of 15-50 systems analysts logging over 1K incidents a day for 12 different Hospitals, consisting of over 70K end users. Oversee incident management process, categorization, priority levels, timely resolution and closure of industry standard and critical health care applications and mobile devices.

Focus on CSI (Continued Service Improvement) using ITIL guidelines, ‘Best Practices’, repeatable process, standardized service approach. Increase service desk FCR% (first call resolution), positive customer feedbacks, and lower shift call abandon rates by analysis, metrics, and measurements.

Serve as a primary point of contact during all service disruptions impacting 12 hospitals and client service delivery. Lead communications with stakeholders for root cause analysis and expedited resolutions avoiding prolonged system downtime. Effectively relay ETA’s internally to service desk staff, enabling them to inform customers on stats updates.

Manage all critical incident escalations affecting patient care for Executives/VIPs/senior management, surgeons, doctors, nurses, and for highly sensitive areas such as the ER/OR for each of the 12 hospitals.

Draft procedures and policies, post in-depth tutorials and escalation procedures on the company’s Knowledge Base.

Collaborate with each of the 12 hospital’s clinical support teams to escalate, troubleshoot, and resolve critical clinical application issues affecting patient care and delaying service delivery.

IT Management, Parsons Brinckerhoff; NY July, 2005 – April, 2013

Serve in multiple roles working in project management, EDMS and RIM for a $2 billion global engineering firm.

Imaging/IT Management

Oversee a staff of up to 12 employees; implement new and modernized Imaging Systems increasing productivity by providing accessibility of financial documents to employees companywide.

In charge of all aspects of maintaining Imaging Systems hosting 5M+ records spanning 16 years, including document capture, networking of documents with digital archiving, document management and workflow process. Manage systems administration of 5 application servers, including IIS web server hosting the Tier-I application

Implement migration on 1.6 Tb of imaged financial data from Plasmon optical jukebox to HP Smart Array SAN yielding 98% transfer-rate of retrievable images. Head migration of Stellant data from SAN to 170 MarkView application, resulting in integration of images in Oracle, thereby providing users access to images during searches in Oracle.

Recruit, interview, hire, and train staff/end users on technology, and improving productivity. Collaborate with vendors such as (Imagesource, Kodak, Oracle, 170 MarkView, Insight, Image Access) to negotiate costs and services.

Project Management

Serve as project lead for implementing imaging solution of all company contracts on to Sharepoint. Imaged over 20K+ contracts on to Sharepoint Intranet Hub, resulting in availability of contracts to employees worldwide. Report project updates to the CFO of the company. Research scanning equipment and software, hire staff, and conduct user training.

Serve as project manager for implementing imaging of Financial reports (A/P, A/R bank wires, FEMA transactions, and annual 1099 forms spanning 2001-2012) on to Sharepoint.

Oversee staff on company checks from Chase and Bank of America, totaling over 1.5M records hosted over past 12 years.

Delegate responsibilities to SharePoint administrators for user-access setup and layout setup, and IT technician supporting 3rd-party vendor (Gig-Werks) managing infrastructure set-up.

Education

Certified Government Chief Information Officer 2021 (CGCIO)

Microsoft Certified Systems Engineer (MCSE)

Project Management Flight School Certified, SHS Professional Development Center

BS Operations Management, Baruch College; New York NY

AAS, Lasers & Fiber Optics, Queens Borough Community College; New York, NY

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