Service Manager

BRIAN SOKOL

*** ****** ******, *********, *** Jersey 07090

732-***-**** / ********@*****.***

www.linkedin.com/in/brian-sokol-9854a37

TECHNOLOGY SERVICE AND SUPPORT

Highly accomplished global technology and Service Management leader with broad experience in IT Service Management and ITIL based process improvement. Expert at identifying corporate needs to develop teams that use procedural, technical, and strategic solutions. Leader in streamlining changing workplace demands and adopting emerging technologies. Keen eye for process design and improvement while exceeding user needs and reducing costs. Proven success to rapidly identify and resolve challenges, remove underlying concerns, streamline procedures and implement automation to contain costs, while delivering high levels of customer satisfaction.

CORE EXPERTISE

Operations: Rapid Problem Resolution, Continuous Process Improvement, Communication with C-Level Staff Management: Service Delivery, Service Management, ITSM, Team Building, Project Management

Technical: Desktop Engineering, Software Deployments/Testing/Implementation

PROFESSIONAL SYNOPSIS

IQVIA · 2016 - Present

Manager, Managed Services

Responsible for leading the global Managed Service teams in the US, India and Japan. Team leader for all aspects of the Managed Service organization including strategic planning, ITSM tool selection, revenue generation, P&L, recruiting, customer relationship management, process improvement, escalations and operations.

Responsible for ITSM process review and continuous improvement.

Ownership of ITSM tool selection, configuration, implementation and deployment.

Collaborates with Sales and our customers to ensure customer needs are met while maximizing revenue.

Provide day to day leadership of the team.

Act as the escalation point for all customers to resolve all service issues.

Partner with Sales during presentations to perspective clients.

Long term strategic planning for global MS team.

Maximize revenue by ensuring customers are aware of all our offerings while driving down costs.

Define support policies and ensure they are followed by all team members.

JP MORGAN CHASE · 2015 - 2016

Vice President Global Multimedia Service Desk (MSD)

Responsible for managing teams in North America, EMEA and APAC supporting Telepresence, Audio Conferencing, Video Streaming, Digital Signage and IPTV. Excellent leadership of a team that leverages industry leading infrastructure management process that are designed to minimize customer outages and impacts.

Oversight and leadership of Multimedia Service Desks in Jersey City, London and Hong Kong providing 24 x 5 support.

Save $1 million annually by leading the global Service Desk ITSM reengineering project.

Led the self-service initiative by building a knowledge repository.

Responsible for Asset Management of all Multimedia hardware.

Responsible for Service Management activities including Incident Management, Knowledge Management, Service Level Management, Reporting, KPI’s, Metrics, Change Management, Problem Management, Vendor Management, budget forecasting, maintenance and continual service improvements.

Identify and implement ITIL based strategic improvement plans to enhance the customer service experience while troubleshooting skills of the teams.

Develop strategic partnerships with key vendors in NA, EMEA and APAC.

MORGAN STANLEY · 2011 - 2015

Vice President Service Manager Global Research Division 2011 - 2014

Oversee all aspects of user facing technology service and support for the Research division in North America, EMEA and APAC. Act as the single point of contact for all business users for all escalation support issues.

Continuously improve Service Management processes for Incident, Change, Problem and Request Management while driving down costs.

Manage and communicate the impact of any technology change or outage on the business production environment.

Developed Service Catalog and associated request Management on ServiceNow for the Research Division.

Act as an escalation point for the business users and support team through strategic, procedural, technical and prioritization guidance. Responsible for tracking escalated support issues while improving gaps in service offerings.

Responsible for Incident Management, Knowledge, Management, Asset Management, Problem Management, Change Management and Request Management.

Founding member of Morgan Stanley Problem Management committee.

Administer financials and inventory related to business unit aligned desktop technology expenditures.

Analyze ServiceNow incident tickets and review KPI in order to produce performance metrics, service trends and identify opportunities to improve the level of service while reducing costs.

Oversee vendor relationships in order to maximize support while reducing cost.

Represent the business and their needs when determining desktop solutions with internal IT teams and vendors.

Manage career and skill development of all direct reports.

SCHOLASTIC, INC. · 1999 - 2011

Senior Manager of Enterprise Service Desk and Desktop Engineering 2006 - 2011

Direct all aspects of strategy/vision of the Service Desk including hardware/software standards, configuration, asset allocation, technology planning, desktop engineering, print delivery, contract negotiation, support, and development of business unit and vendor relationships. Owner of Firm wide Incident, Asset, Knowledge and Request Management process. Responsible for end to end service delivery to all employees. Mentor and motivate Service Desk, Desktop Support and engineering team members.

Deployed Remedy as our ITSM solution. Responsible for all development and support of Remedy.

Designed Incident and Request Management processes.

Developed and published a catalog of supported services.

Developed SLAs and reported on all results.

Developed an executive level dashboard of KPI.

Led the Scholastic ITIL transformation project.

Was awarded the CIO Award for Excellence in Technology for the development of the Request Management process.

Manage a $1.5 million budget for all employees providing increased support services while reducing prior budgets by 10%.

Responsible for all desktop deployments using SCCM.

Manage desktop imaging for both Windows and Mac computers.

Responsible for Asset Management of Firm wide hardware and software.

Lead teams responsible for Firm wide operating system deployments.

Responsible for staying updated on all desktop technologies. Determine best desktop hardware and software solutions in order to order to achieve strategic objectives.

Team lead for ITSM adoption project.

ITSM process owner for Incident, Knowledge, Service and Asset Management.

Develop Service Desk charge backs to all Scholastic line of business leading to increased IT cost transparency.

Save $6 million, by effectively negotiating global contracts with Microsoft, Adobe, and Symantec.

Manage key enterprise initiatives such as SharePoint and Office Communications Server, whole disk encryption and next generation infrastructure planning (Windows 7/Exchange/Windows Server 2008/System Center Configuration Manager). These projects greatly reduced our risk exposure while also increasing productivity.

Reduce software installation time by over 40% by implementing Systems Management Server (SMS) in the US, UK, Australian and Canadian sites.

Save over $350,000 dollars by expertly managing the Next Generation Desktop (Windows 7 64-bit and Office 2010) project. Responsible for all application compatibility testing, remediation, image development and deployment corporate wide.

Desktop Support Manager 1999 - 2006

Managed the Scholastic Help Desk composed of 17 Help Desk and Desktop Technicians supporting over 6,500 desktops.

Increased IT support capacity by over 20% through expert design and implementation of the BMC Remedy ticketing system. This included all metrics and reports for senior level management.

Reduced outstanding support requests 60+%, by implementing corporate-wide hardware/software standards, global policies, and procedures.

Saved over $500,000 annually by championing the adoption of global hardware and software standards. Visionary member of the Scholastic Global IT Steering Committee advancing corporate standards and vision throughout the US, Canada, the UK, and Australia.

Saved over $400,000 annually by leading several different ad hoc teams, including reduction of print/copy spend 20% annually, Y2K remediation and upgrading 6K+ systems from Windows 95 to XP.

Created and delivered curriculum for all BMC Remedy platform training, used by 6,500 staff.

Saved over $250,000 per year by automating the IT purchasing process on Remedy. This reduced the average procurement time from ten to three days. Earned the Scholastic CIO Award for Excellence in Technology for this achievement.

AMERICAN INTERNATIONAL GROUP · 1994-1999

Manager of Risk Management Systems (RMIS)

Built the Service Desk, Technical Support and Training team for a new line of business. Spearheaded all installation, training, and technical support of AIG’s Fortune 500 Risk Management customers. Improved client relationship with AIG customers by improving the customer experience. This led to increased customer retention. Client service manager responsible for building client relationships.

Researched, implemented and fully supported the new RMIS Remedy ticketing system. This reduced support ticket closure time over 20%.

Reduced customer response time by over 40% and enhanced levels of customer support via installation of Remedy Help Desk application and UNIX-based phone switch integrating both systems.

Created, mentored and managed the RMIS technical Support and Training Teams. These teams were responsible for all support and training of AIG’s RMIS clients.

Reduced initial support calls by 20% by building the RMIS training team in five locations. This improved the client’s initial experience through extensive redesign of deployment/training methods.

Reduced support costs by 20% through automation, process improvement and desktop image deployment. This allowed the support team to handle larger volumes of support requests without additional staff members.

Reduced new customer deployment time by over 70% by developing turnkey solutions for all RMIS customers.

ABC RADIO NETWORKS · 1992-1994

Network Administrator

Planned/managed capital budgets and disaster recovery plan. Researched, evaluated, installed, and trained staff on all LAN systems.

Built, deployed and supported all servers in the ABC Radio network.

Increased sales staff efficiency 10% by deploying a corporate wide automated fax gateway.

Team member of ABC’s Disaster Recovery Committee.

AUSTRALIA AND NEW ZEALAND BANK · 1990-1992

Network and Desktop Administrator, Treasury & Trading

Provided all support of ANZ Traders in a mission critical trading environment. Responsible for all technical support on the ANZ Trading network.

Responsible for all support of ANZ Traders.

Increased home office communication greatly by installing an email gateway to connect Wall Street Trading office with Australia.

Designed, tested, installed, and trained end-users on marketing/sales prospect tracking system for the Trading Desk.

Developed fail over capabilities for Traders desktops greatly reducing their risk and exposure.

EDUCATION

Villanova University, Villanova, Pennsylvania

PROFESSIONAL CERTIFICATION

ITIL V3 Certification in IT Infrastructure Library

Awards

Scholastic CIO Award for Excellence in Technology

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