Old Bridge, New Jersey *****
INFORMATION TECHNOLOGY LEADER
An Information Technology Leader with experience in the Financial Industry. Expert in ITIL Incident, Problem, Change and Asset lifecycle management. Consistently achieved results working in Global matrixed organizations in the areas of customer support and client relationships. Able to estimate cost saving projects, implement streamlined processes and procedures to increase productivity and efficiency.
I.T.I.L. Certified - V2 and V3 Practitioner level, Service Desk, Incident and Problem management
Successfully implemented ITIL processes to multiple NYC Agencies
Implemented a market data permission system, reduced cost of Market data expenditures.
Implemented formal help-desk that achieved a 70% first call resolution.
Conducted a telecommunications audit to reduce operating cost, reduced yearly Telecom by 250k.
Implemented new PBX phone system and Voice mail system
Implemented I.T.I.L Change and Problem management process for the City of New York
Proficient in: MS Office products (Power Point, Excel, Word, and Project)
Infrastructure technologies: Linux, Solaris, Windows, Sybase, Oracle, EMC, Blade hardware
Ernst and Young
Global Data Protection Operation Lead (Associate Director) 1/2015 – 6/2019
Global team lead managing a team of 40 staff with infrastructure in over 170 locations, accountable for all data back up Operations globally. Responsible for a suite of services including Data restore, capacity management, data encryption
Implemented 24x7 follow the sun support structure
Improved efficiency and productivity
Achieved a consistent 98% Back up Job success rate, backing up 60 Peta bite per month
Successfully rolled out Back up environment in Azure public cloud
Supporting a 30k server environment with Veritas Net Backup and Veeam backup solutions
Ernst and Young
Regional Operations Lead (Associate Director) 4/2014 – 1/2015
Responsible for regional Facilities and Data Protection Operations Americas (over 80 locations), including (US, Canada Mexico, Central / South America, Caribbean) including Global NJ datacenter
Supporting Americas region Including US, Canada, South and Central Americas, Caribbean and Israel
Completed Major UPS upgrade and core switch maintenance
Developed and implemented Facilities data room asset tool
Successfully completed - SOC1 and 2, ISO27001, HITRUST, DFAR/ITAR audits
New York City Department of Information Technology and Telecommunications (DoITT)
Problem Management Director 7/2008 – 4/2014
Problem management and Incident management process owner for the City of New York.
Responsible for implementing ITIL based processes across multiple NYC Agencies.
Member of Business Service Management team; maintained ITIL process and tools set (Remedy).
Team lead for BSM service management including:
Help Desk, Change Management, Incident / Problem Management, Asset Lifecycle Management
Accountable for Authoring and maintaining process documentation
Implemented ITIL Problem management and Incident management processes for NYC IT
Implemented Asset Lifecycle management for NYC Agencies
Headed a reports team, responsible for developing KPI reports for all City Agencies
Responsible for maintaining trending consoles on Business Intelligence Analytics
Developed and maintained key performance indicators across multiple disciplines
Crystal reports XI
Business Objects Analytics – trending dashboard
Jasper soft I Report 5.7
New York City Law Department
Director of infrastructure 2007 – 6/2008
Responsible for all systems including Network, Application servers, Storage, File shares, Web services, Proxies and tape backup solutions. Also responsible for Help desk and desktop support organizations.
Support 1800 users consisting of legal and non-legal staff
Implemented ITIL Change management and Problem management processes.
Implemented new Network infrastructure, for main and remote offices.
Assisted in planning for new desktop Computers roll out to all users.
Planned and implemented redundant WAN infrastructure.
Premiere Global Services, Tinton Falls NJ
Critical Situation Director 2004 – 2007
Responsible for Critical situation management and escalation.
Member of problem management team responsible for escalation resolution of critical system and customer related problems. Manage staff of 10 responsible for Daily Operations and daily monitoring of systems.
Problem management and escalation.
Reporting and problem analysis.
Responsible for data Center Operations.
CITCO Fund Management Services, New York, NY
Senior Support Specialist 2003 – 2004
Member of professional team assigned in the evaluation of technical and content related data issues.
Third level support, technical and data content issues.
Support Middle and Back office related application.
Daily production support for CA Autosys application and file transaction system.
Change management processing.
INVESTMENT TECHNOLOGY GROUP, New York, NY
Vice President of Production Support 2000 – 2003
Managed a staff of 15 employees, while maintaining hands on Management approach. Responsible for Intel based desktop support group, telecommunications group helpdesk, procurement and market data group, daily operations, process improvement, budgeting, cost analysis. Resource management, project management and implementation.
Implemented a market data permission system for product line, satisfied exchange requirements and reduced cost by detailed management of Market data expenditures.
Implemented formal help-desk that achieved a 70% first call resolution and managed to maintain same level of staff in a growing company.
Conducted a telecommunications audit in an effort to reduce operating cost. Reduced yearly Telecommunications expense budget by 250k.
Implemented new PBX phone system and Voice mail system for newly acquired subsidiary company.
Established telecommunications and desktop disaster recovery plans, process, and systems.
Associate Degree in Computer Science, DeVry University, Woodbridge NJ, 1986
Proficient in Spanish, written, spoken
Intermediate in Italian, written, spoken
I.T.I.L Certified – Practitioner level
Service Desk – Incident and Problem management - Pink Elephant Corporation
Attended “Rock Hurst University” course “How to handle difficult people”.
Certified in (IN Communication’s) “Thinking like a customer “, trained as an instructor.
Involved in music, art, web design
References furnished upon request