IT Operations Director
Resume:
# *
Brooklyn, NY *****
**********@*****.***
Carolyn Moore
Objective Accomplished IT leader with strong relationship building and stakeholder management skills. Advocate for employee technology needs and a manager of successful global service support changes. Focused on support process and customer service improvements to deliver outstanding support services to business technology users.
Skills
IT project management, performance management and mentoring, process definition and improvement, supporting organizational change, customer care, technical training, Windows, Apple OSX, Google Suite, MS Office, mobile device support, piloting new technology
Experience January 2019-Present Dentsu Aegis Network New York, NY Regional IT Director, US
Led Deskside Support and Executive Support teams across DAN businesses in the United States.
Staffed new Executive Support team and outlined support processes for C level executive’s technology.
Launched Tech Bar walk up support service for two sites and integrated into existing support model.
Managed organizational changes to consolidate deskside support teams across seven DAN businesses.
Built and maintained executive stakeholder relationships to create and deliver on outlined IT roadmaps.
August 2015-January 2019 NewsCorp/NewsTech New York, NY Senior Deskside Manager
Led NY Post helpdesk, IT Asset Management, Regional Support for the Americas, Solutions Engineering, and Executive Support.
Managed on site single tier NY Post helpdesk and integrated into a tiered shared services model.
Hired and managed new IT Asset Management team.
Defined, documented, and launched global IT asset management processes across desktop support teams.
Received effective audit rating for IT asset lifecycle processes.
Created and launched global Employee Technology Portal Google Site to share details of IT service offerings with employees.
Managed schedule and on site resources to upgrade 550 laptops and desktops in the Americas.
Tracked and managed floor reconstruction and office move IT projects to meet target dates.
Designed documentation for project teams and weekly reporting template to deliver project and service status updates to stakeholders. January 2008-August 2015 Capital One Finance New York, NY Executive IT Support Manager
Point of contact for resolution of OS, hardware, software, and blackberry issues for C level executives and code red associates on the trading floor.
People and IT project manager for Capital One bank branches in Manhattan.
Managed Project to refresh PCs for trading desk associates without interruption of business transactions.
Tested new technologies and peripherals for executive offerings.
Created documentation and presented training to launch new technologies. July 2006-January 2008 MAXjet Airways Dulles, VA
Help Desk Team Lead
Point of contact for resolution of IT issues for the Dulles, Las Vegas, New York, and London offices.
Provided critical on site and remote on call support for Systems Operations Control.
Purchased hardware, software, and revised service contracts.
Led technical training sessions and deployed hardware for new hires.
Interviewed candidates for help desk positions.
Sept. 2002-July 2006 ICBA Bancard Arlington, VA
Systems Administrator
Point of contact for resolution of desktop, printer, server, and connectivity issues for the Arlington and Tampa offices.
Met OCC requirement for security log reports for TCM bank in Tampa.
Researched, made recommendations, and purchased IT hardware and software.
Managed installation project for new phone system.
Created and presented software training sessions for employees.
Administered NEC PBX system and Repartee voicemail for the organization.
Responsible for server backup and data restore procedures.
Managed file server’s shared common drive reorganization project. Education 1996–2000 George Mason University Fairfax, VA
B.A., Public Relations, Minor Business Administration Training Oct 2015
ITIL Foundations Level
Sept 2014 Global Knowledge
Microsoft Certified Systems Engineer (MCSE) for Microsoft Windows 2003
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