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Gregory P. Russo

** ********* ******, *** ** ~ Hackensack, NJ 07601

914-***-**** add79i@r.postjobfree.com

EXPERIENCE

KPMG, Montvale, NJ – August 2014 - Present

Senior Associate - IT Service Management

Responsible for the governance of the ITSM Processes for the Americas, supporting 11 countries and over 60,000 users in an SAP network environment.

Responsible for training all functional and business support teams on ITSM processes and the use and functionality of the ServiceNow Platform.

Responsible for the design, documentation and maintenance of all ITSM process documents.

Provide all communications to business member firms for critical incident service impacts.

Provide daily reports on SLA’s and KPI’s to senior management and department teams.

Facilitate weekly CAB meeting for all changes to the production environment.

Manage the process to facilitate daily changes to the staging (testing) environment.

Governance of all system enhancement request processes and status meetings with all business teams.

Provide QA testing and sign-off for new system developments. BT Global Services (British Telecom), Princeton, NJ – April, 2007 – August 2014 Incident Manager (October, 2011 – August 2014)

Responsible for the management of global customer voice and data network incidents under ITIL Framework implementation in BMC Remedy ticketing system.

Provided monthly statistical reporting, trending analysis and action items for continued improvement of customer SLA’s.

Managed customer service relations with customer’s Senior IT Management Team.

Facilitated weekly and monthly quality review with customer’s executive management team.

Service Desk Manager (April, 2007 - October, 2011)

Responsible for hiring, training and management of a service desk of 15 Tier1 & Tier2 level technical support staff members, supporting multiple global customer voice and data networks under ITIL framework implementation.

Responsible for employee scheduling, performance evaluations, objectives and development.

Managed vendor relationships, SLA’s and customer escalations.

Provided crucial input with network design solutions for capacity management, & change management

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EXPERIENCE

SCOM, Inc. (Subcontracted to BT Global Services), Shelton, CT – October, 2005 – April 2007 Network Operations Technician

Monitored WAN activity in a Network Operations Center team environment, including DS1, DS3, ADSL and ISDN services, using HP Openview Management Software and Netcool/Webtop Application Software supporting 600+ customer locations in North America.

Created and managed trouble tickets in BMC Remedy ticketing system and performed network trouble-shooting, diagnostics and problem resolution of Cisco 1721 Routers and Netopia Cayman 4500 Series Routers.

Provided customer service support for clients throughout North America and coordinated all activities associated with network moves, changes and fault resolution. Algomod, Inc. (Subcontracted to AT&T), White Plains, NY – September, 2004 – September, 2005 Network Technician

Performed high volume customer service trouble ticket analysis, testing and coordination of network support activities in a team environment for multiple business customers on multi- protocol voice and data network facilities.

Consistently ranked in monthly (top-3), for trouble ticket completion among all 30+ Network Technicians.

Worked with Netscope 15.1 v2.1.17 to diagnose, and test Frame Relay Network faults. Telstar International Inc., White Plains, NY – September, 2001 – May 2004 Network Engineer

Configured and managed Cisco AS5300, AS5350 and AS5400, 3600 and 7200 series Routers, Cisco 2900 and 2950 Switches, Cisco Summa VCO4K Switches, and a Siemens DCO Switch for the VoIP portion of a prepaid calling card and wholesale telephony network.

Worked extensively with customers to test, debug and turn up network interconnections and VoIP traffic.

Installed and configured Cisco Works 2000 Management Software to monitor the VoIP network.

Performed an integral role in successfully increasing the VoIP portion of the network from 2% to 25% of total company revenues in 2 years.

Telnext Communications, White Plains, NY – April 2000 – February, 2001 Network Operations Technician

Provided NOC support for a Leased Line Cisco powered VoIP network.

Tested and Performed diagnostics on Cisco AS5300 Routers and Carrier Access Widebank28 Muxes and CAC T1 Channel Banks.

Performed extensive testing and debugging of VoIP traffic. 3

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EXPERIENCE

IBM Global Services / AT&T Global Network Services / Southbury, CT – July, 1995 – April, 2000

(AT&T purchased the IBM Global Services Network in 1999) Product Manager (April 1998 - April 2000)

Functioned as product advocate between major clients and AT&T Business Operations for AT&T Global Remote Access Services.

Provided monthly statistical analysis of network availability; performance; problem and change activity to Senior Executive IT Management. Network Provisioning Coordinator (July 1995 – April 1998)

Coordinated all activities associated with the installation of high-speed digital circuits in support of the IBM Global Network.

Successfully managed complex projects to facilitate the installation of equipment supporting multi-protocol networks.

Diversified Investment Advisors (AEGON USA), Purchase, NY – March, 1988 – July, 1995 System Enhancement Specialist

Designed, tested and implemented systems enhancements for various mainframe applications in the Group Pensions Customer Service Department.

Developed applications in IBM DB2/QMF/SQL to support data collection and reporting.

Developed technical training procedures and provided technical training to Customer Service Representatives.

EDUCATION

Iona College, New Rochelle, NY

Post Graduate Certificate ~ Telecommunications – 1995 Pace University, White Plains, NY

Bachelor of Business Administration ~ Human Resource Management – 1985 CERTIFICATIONS

ITIL - Foundation ver3 – 2012

ITIL - Foundation – 2007

Cisco Certified Network Associate (CCNA) – 2001

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