Michael Patrick Leavy

973-***-****

ade6fu@r.postjobfree.com

Morristown, NJ

Competencies:

Endpoint Management-In House Staff Development-IT Infrastructure-LAN/WAN-Telecommunications Management- ITIL-End User Support-Help Desk-Executive Support-Budget Management-Videoconferencing-Software/Hardware Development and Implementation-Disaster Recovery-Vendor Relations-Staff Management and Development-Enterprise Strategy-IaaS-SaaS

Experience:

Wilson Elser LLP Sep 2019-June 2020

ITSM Manager-Contractor

Supervised Service Desk and Desktop Team of 19 technicians and one supervisor as well as outsourced team for off hours support

Developed Service Delivery process from onboarding to device management, procurement and level 1 through 3 service

Heading project for video conferencing upgrades in domestic offices

Training Desktop Team on ITIL process and procedures

Working on change management process including SCCM implementation to better follow ITIL guidelines introducing change management committee for on prem and cloud based applications including Office 365.

Leading project to convert to modern ITSM system, interviewing and researching products and vendor proposed solutions engaging business stakeholder and IT management

Developed ITIL measures for Service Desk and Desktop Support teams updating current SLA’s, escalations, break fix process and procedures to better reflect modern needs of law firm support

Supervise team for external firm events including national and regional retreats

Training staff on white glove process for VIP users in Headquarters and Regional Offices

Refined and developed service desk Auto Calling Distribution system for more efficient delivery

Managing Windows Migration program establishing process and administering problem resolution team utilizing incident/problem management

Chair of Continuous Service Improvement plan committee

Participate with other department heads in gap analysis to help better implement business plan from a technology perspective

Responsible for asset management and configuration management database processes

City University of New York Sep 2018-Sep 2019

IT Manager

Supervise team for support and network administration

Instituted Change Management committee utilizing ITIL practices

Manage vendor relations

Led migration of Mac environment to Windows 10 Enterprise

Developed training for staff on Windows 10 OS

Introduced Managed Printing solution cutting printing supply and maintenance cost by 53%

Revamped and configured Help Desk criteria including Key Performance Issues, Service Level Agreement and problem/incident resolution process

Designed student orientation/training for incoming graduate classes

Instituted mobile device security policy through Azure

Coordinating migration to IP phone service

Responsible for IT department budget and technology goals

Passaic Board of Education Feb 2015- July 2018

Assistant Director

Report to Director of Technology with 19 direct reports including three managers and staff

Manage vendor relations

Vice Chair of Technology committee helping to determine technical needs and direction of organization

Introduced the use of change management procedure to limit downtime on district wide issues and streamline updating procedures

Created budget in coordination with IT Director

Initiated Altiris ticketing system for district significantly improving response/resolution time from days to same day resolution on 85% of submitted incidents as well as identifying Key Performance Issues

Led project on Board of Education move to new building, supervising AV configuration, Security design and implementation, and network design choosing vendors and implementation.

Worked on project for staff for SSO capability with Windows and Google products

Key project leader on network migration to new Board of Education building

Managed Network Team implementing iBoss web security and gateway application as well as hardware and security configuration including firewall and VPN

Restructured Help Desk team including introduction of Service Level Agreements and unified procedures for Level 1 and 2 incidents as well as district outages/failures

Hired team members and initiated staff training for improved technical knowledge and customer service

Manage wireless access point project for district giving wireless access in all schools and buildings for student and staff use for 21 sites

Assist in the technical administration and support of 15000 student and 2100 staff school district

Lead team developing standard images for district equipment and software patching through Altiris software

Coordinate with educational technology group to assure technology division provides proper infrastructure and support for technology initiatives

Helped coordinate migration to 3 Par storage and backup system for district as well as VMWare vSphere 6 migration and implementation

Assisted in Disaster Recovery implementation

Led team to revamp Active Directory and establish process for new and terminated users

Successfully coordinated migration to Cisco IP phone system and porting of 925 numbers saving the district $20,000.00 per month in telecom costs

Responsible for training and management of telecom system

CV Starr International, USA Sept 2011- Oct 2014

Global Service Desk Manager

Manage 14-20 person staff support team and 6 person offshore support development team for 2300 users in the US and Globally on Windows 7 platform and Office 2010 and 2013

Was technical liaison to Technology Group advising technical needs in regards to long and short term business goals

Hired and trained new staff building in house support for firm replacing outsourced service eliminating expenses of $80,000 a month for support

Vice Chair of Change Management Committee

Led support team migrating exchange on premise environment to Office 365 Reviewed staff work on ticket count, resolution time, backlog of unresolved issues, ticket assignment/reassignment, percentage of urgent or high priority issues and their resolution

Helped implement and support virtual desktops using Citrix XenDesktop and XenApp

Tracked Key Performance Indicators such as incidents per person, application, ticket reopens, response/resolution time as well as down time and outages

Worked through onsite visits with regional office heads in North America to receive feedback and collaborate on support issues and technical needs

Created Service Level and Operating Level Agreements and support policy for firm

Provide home executive home support including on-site support and off hours phone support

Initiated SLA policy for support issues for support team and offshore team as well as establishing metrics and Key Performance Indicators to streamline support and resolution

Initiated change management process including change management committee consisting of IT staff and business stakeholders

Led telecom upgrade project for US offices to Verizon HIPC VOIP platform

Administrate Active Directory reconfiguration as well as Group Policy design and management

Develop maintain vendor relationships and standards for hardware and software

Create budget for desktop and network teams

Collaborated with support team for Salesforce, Great Plains and Citrix

Managed infrastructure project management for North American office upgrades including new server and network equipment deployment and configuration

Participate in network design and administration of North American offices

Administrate Virtual Machine environment and handle VM requests using VM View

Head team providing remote support on three continents including RSA token management and Cisco VPN

Headed several product rollouts including Symantec Anti-Virus and standard Windows 7 imaging

Headed support for Avaya telecom system and voicemail support/administration

Administrate Cisco Unified Communications System for Canadian offices

Coordinated and designed AV presentation configuration for US offices upgrading six locations with Tandberg equipment

Support executive mobile devices using Blackberry Enterprise Server, Good and Maas360

Coordinated and administrate Lync rollout nationwide

Support executive iPad/iPhone and blackberry devices

Partner with Infrastructure team to migrate data to cloud based storage alleviating storage issues and security with Microsoft Azure enabling application data to be more easily accessible and reduce space issues for certain in house applications

Ziff Brothers Investments April 2006 - Sept 2011

Senior Technical Support Leader

Supported Ziff family locations for IT and AV needs throughout US

Led Executive support team for in house technical support and meeting support

Coordinated off site executive meeting support for Managing Partners including Windows 7 and Cisco VPN configuration.

Led desktop and market data assistance to traders and other users

Coordinated firm office move supervising consultant team including patching, printer configuration and deployment

Managed top level executive video conferencing worldwide including Polycom Telepresence and Tandberg endpoints.

Provided home support for Managing Partners including desktop, printing, network and video conferencing.

Provided Level I, II and III support for 500 users in United States and South America

Coordinated New York Support team technician ticket assignment and performance

Traveled to domestic offices for support and project management

Led Desktop Support staff for project work and day to day support

Helped develop Quality Assurance process and documentation for laptop and desktop imaging and deployment

Established and developed vendor relations regarding hardware and video conferencing

Backup support for Telecom Analyst on IP and digital system

Assist Training Department with agenda and training plans including

Gained knowledge and familiarity with personnel and systems becoming primary contact for regional offices and department heads.

Coughlin Duffy LLP Oct 2004 - March 2006

IT Manager

Created IT Department for new law firm for users and offices in New Jersey and New York

Guided firm on technology choices and practices

Initiated practices policy for document and network security

Assisted in project management of office buildout and move

Responsible for Windows 2003 and Exchange 2003 servers

Administrated iManage for document management

Responsible for Concordance application support

Implemented and administrated LanDesk

Designed and maintained infrastructure for New York and New Jersey offices

Established SLA and best practices as well as performance metrics

Administrate training program for employees and new hires on all software packages

Hire and supervise staff

Initiate vendor contacts for all aspects of IT Department

Responsible for IT Department budget

Support Blackberry wireless devices

Independent Consultant March 2004 - Sept 2004

Install and configure new PC’s

Administrate Windows 2000 server and Veritas backup services

Provide phone and desktop support to office

Coordinate office move

Administrate Windows 2000 server and Exchange 2003 and Active Directory

Assist users in trading floor environment

Dorsey Whitney LLP 1999 - Feb 2004

Network and Systems Support Manager

Provided Daily technical support for all Lawyers in New York, New Jersey, Washington DC and Toronto offices

Visited regional and international offices regularly for user input and projects including moves and buildouts

Assisted in training of technical and legal support staff during various software upgrades

Assisted in support of Veritas Backup software as well as Storage Area Network

Upgraded Exchange 5.5 to 2003

Administrated Windows NT, 2000, SQL, and Exchange 2003 servers

Supported Active Directory and designed Group Policies

Supervised staff of 8

Updated and maintained printers and backup system, including tape management

Helped implement and support Citrix for New York office and remote users

Coordinate migration of WordPerfect 8.0 documents to Microsoft Word 2000

Project lead for office moves responsible for front end and infrastructure in Toronto, California and New Jersey locations

Insured successful completion, maintenance and off site storage for the local Servers back-up using Veritas Back-up Exec

Technical Skills:

Software: Windows 7 and 10 Enterprise, Mobile Iron, Jira, ZenDesk, Office 365, Salesforce, Server 2008/2010/2012/2016, Azure, Altiris, Outlook 365,LANDesk, Google, HEAT, Apps, Google Classroom, Citrix, Remote Desktop, Office 2010/2013, HMH Learning Applications, InTune, JIRA, Powerschool, SwiftReach, OneCall, Exchange, Active Directory, Lotus Notes, Bloomberg, Factset, VPM, TCP/IP, Outlook, RAS, ArcServ, Veritas Backup Exec, Ghost, Cisco, Cisco VPN, RSA, WebEx, Genesys Conferencing, Livenote, Summation, Visio, Remedy, Imanage, MacAfee And Norton Anti-Virus, Workshare, SMS, Elite, Carpe Diem, Rainmaker, Charles River

Hardware: Servers, Desktop Computers, Laptops, Mobile Devices, Compaq Servers, Dell PowerEdge, HP Storage, Lenovo Desktops And Laptops, Apple Phones And Tablets, Cisco Routers, Cisco Communication Manager, Cisco Meraki, 3com, Avaya, Printers, Secure ID Cards, Security Systems, Cisco/Tandberg Video Conferencing, HP/Canon/Apple/Xerox/Konica-Minolta Printers/Scanners.

Education:

Kaplan University

BS in Information Technology with Network Administration emphasis

County College of Morris

AS in Social Science\Liberal Arts

Certifications:

ITIL v3

Credential ID GR75056228ML

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