Customer Support It Operations
Resume:
Joseph Di Ciolli
IT Operations Technical Manager Senior
Oceanside, CA 92056
**********@***.***
PROFILE
Innovative IT Professional, in Operations Technical Support managing high-performing Teams in Customer Support, Data and User Access in achieving company goals and objectives. My acumen includes a vast array of knowledge and experience in many areas of IT Operations primarily in Customer Support Center and Global Company Operations Centers working closely with a variety of Engineering Teams including Security, DevOps, and Systems and Internal and External Clients in Financial, Defense, Corporate Businesses, etc. I have led and supported many systems including mainframe, distributed and AWS Cloud including all concurrently. Laser-focused in every customer-facing opportunity making significant contributions to client delight. In the last 8 years, I have exhibited high passion to people lead, hire, train, and manage my support teams across 5 different countries creating a one-cohesive team support strategy with our engineering peers. My greatest strength is being the Solution Provider and center-point communicator ensuring all IT Support precepts are followed throughout the audit and resolution process, with all layers of Mgmt. I am an active member of all Management and Dev Team meetings in setting the course for our journey to improve and define our product and process improvements and am the focal point for client SLA concerns. For example, in FY24, I eliminated over twenty certain Client and in house analyst SLA breaches by timely managing through issues expediting resolutions. Under my direction, business systems operated at/near 99.3%. Additionally, I managed Customer facing Problem and Change Mgmt. with weekly meetings and through ServiceNow reducing avg. client problem impact time by 78%. Change windows were reduced by over 50% time when I facilitated scheduled system downtimes, maintenance, and outages. And, when my Teams and I took over the role of Client Data File Transfers. we eliminated all security concerns and reduced problem duration time for data transfers to and from the client by over 90%.
EXPERIENCE
Experian - Senior Manager IT Operations Support, Scheduling and File Transfer
May 2009 – June 2024
Provide strong leadership managing day to day 24x7x365 Systems Operations, Monitoring, Support Requests, Workloads and Staff Schedules in support of our clients.
Improve customer satisfaction by promptly addressing and resolving support issues.
Collaborate closely with peers from other departments to drive organizational success jointly as one cohesive unit.
Streamline support processes for increased efficiency and faster issue resolution.
Conduct Quarterly Reviews, goal objectives including yearly Major Goal Objective, as well as discuss development and promotion opportunities for each of the Team Analysts.
Provide Executive Leadership with insight into Team accomplishments and impending needs with hiring and growth to facilitate all dept goals and objectives.
Strengthen individual and team performance by providing comprehensive training, development, and fostering collaborative work environment intensifying Team Synergy.
Integrate outcomes and actions from Security Audits and Periodic Security/RACF meeting communications into Operations Standards, Procedure and Docs.
Using CyberArk and OKTA and SailPoint as SSO, review/approve/disapprove staff security requests for access/AUTH levels to various applications and specific data types.
Review security reports for violations and determine action to take including if proper access is in place for BU staff to view/modify data types as part of their job tasks.
Periodic review of Security and data access across Operations, Processes and Staff.
Lead Daily Issue/Problem Meetings and Reporting for System and Client Impacts working towards minimizing impact duration, Client SLA impacts, and system downtime.
Reduce costs, optimize resource allocation, and improve efficiency in managing projects.
Manage large-scale projects and introduce new systems, tools, and processes to achieve challenging objectives.
Champion Data Center Reviews for Operational efficiencies and changes to components and access rights, process improvement initiatives that lead to added security and significant cost savings without compromising quality standards.
Lead cross-functional teams to achieve project milestones, deliver high-quality results, and provide technical analysis for fourteen different operating systems including mainframe, Distributed and Cloud.
Implement Disaster Recovery Testing for the BU. Lead meetings, including planning task assignment and led and facilitated Yearly Disaster Recovery Test from start to completion. In short, the test is a project execution on mainframe and GVAP distributed systems after all files and builds were loaded to DR storage for the client test.
Manage ServiceNow/Service Central system for opening, escalating, resolving, and closing Problem, Change, and Request Tickets.
Experian – Positions Held Include
Senior Manager IT Operations Support, Scheduling and File Transfer Consumer Information Services Implementation and Delivery - June 2019 - Current
Senior Manager IT Operations Support and Scheduling, Consumer Information Services Batch Fulfillment
Manager IT Operations Support, Scheduling, Experian Consumer Information Services Batch Fulfillment
IT Technical Support Consultant Experian Global Operations
Lead IT Operations Support Expert Experian Client Services
Senior IT Operations Support Analyst, Experian Client Services
IT Operations Support Analyst Level 2, Experian Client Services
SKILLS
Solution Provider
Creating Customer Delight
Atlassian Confluence, Jira
Highly Effective Crisis Navigator
Effective communicator of issues and processes at all company levels and with clients
Proficient handling everything in a dynamic environment and agile with high intensity work levels.
Internal/External Customer Service Management
Strategic Planning
Teamwork and Collaboration
Fully engrained in, and utilize ITSM, ITL and Agile concepts
Operations Management
Cross-functional Team Synergy
Troubleshooting and Solution Analysis
Security Data Decision Making
Storage Security Management
Training and Development
Problem Facilitation
Resource Allocation/System Balancing
Microsoft Office/365 proficient
Infrastructure Management
Capacity Management and Planning
Skilled multi-Tasker
ServiceNow Request, Problem, and Changes
EDUCATION
University of California, Irvine
Irvine
Orange Coast College
Orange
Rancho Santiago College
Santa Ana
AWARDS and TRAINING
oNamed Employee of the Month several times in the last 3 years
oSalesforce
oServiceNow
oIT Governance
oIT Risk Management
oAWS Cloud and S3
oLinux
oService Central
oTQL-Total Quality Leadership
oTQM – Total Quality Management
oAgile, ITIL, ITSM
Contact this candidate