IT Director

CORE COMPETENCIES:

oEffective Executive Presentation

oProject Management Strategies

oProcess/Policy Improvement & Redesign

oDigital Transformation - Operational Excellence

oITSM – ServiceNow

oRelationship Management

oVendor Negotiations and Management

oDevelop and Deliver Technology Training

oIT Organizational Restructuring

oCall Management - ServiceNow & Remedy

ACHIEVEMENTS:

Strategic information technology professional with over twenty years of leadership and project management experience

Provided leadership on digital transformation activities such as document imaging, e-signing and unified communications

Pivotal role in planning and execution of digital and resource integration activities associated with mergers and acquisitions

Partnered with Practice Leaders in Tax, Audit, Advisory, Health Care & Life Sciences and Legal to ensure technical solutions complied with regulatory guidelines such as SOX, HIPPA, SOC2, ISO 9001

Developed and executed organizational and operational excellence development plans to align distributed IT support entities

Key role in scope of work definition for vendor selection of managed services with financial analysis and ROI impact

Partnered with the business and the Business School to develop and deliver curriculum for distance learning offerings on virtual collaboration tools to increase productivity and decrease cost

Achieved over $1 million in savings through negotiations with vendors at the C-level for outsourced services

Successful leadership in migrating operating system of over 25,000 customers on time and $300,000 under budget

Developed “customer care” strategy that included a redesign of service model, including call center. New model improved first call resolution rate from 72% to 88% and increased service levels from 80% to 92% success rate

Partnered with internal C-level executives to identify challenges and develop strategy and technology roadmap to align and enhance technology services with business goals

Aligned with the business to develop and deliver training on virtual collaboration tools such as Teams, Skype, Office 365 and Enterprise Voice to increase productivity and decrease travel cost

WORK EXPERIENCE:

4/00 – Present KPMG LLP Lake Nona, FL Workplace Experience/ Infrastructure Director

Provide senior leadership to a technology services organization with 5 direct reports and 50 support analysts. Responsible for desktop, network and voice operations for 25,000 internal customers distributed across 100 offices. Partner with Firm leadership and support groups to deliver technology strategies that compliment the Firm’s goals.

Achievements include:

Facilitated “genius bar” design and implementation for technology service center in company headquarters

Integral role in spearheading technology trade-show type booths at offsite training events

oShowcase new technology deployments to educate meeting attendees on features and functionality

oDevelop course material and deliver “lunch and learn” training on new technology offerings

Continually identifying innovative opportunities to improve service offerings such as:

oVending machine to allow users to procure consumable items such as ac adapters, keyboards & mice

oTechnology enabled (power & network) cabinets (locker style) to facilitate remote control break-fix

Provide project management leadership on large scale initiatives such as application deployments, wireless support, Windows OS migrations, infrastructure builds for office build-outs, relocations/expansions/acquisitions

Oversee programs including goal setting, performance management, teambuilding, and career development

Regularly meet with Firm leadership to review business needs and client satisfaction of technology services

Regularly participate with clients, vendors, counterparts and leadership on development and execution of technology roadmap to support the Firm’s business needs

Accountable for:

oEnsuring technology is functional during office builds, moves and renovations

oSupport of laptop hardware as well as Microsoft and Firm based applications for 25,000 clients

oDevelopment and execution of policies and procedures targeted to maintain standard support operations

oRegional “Call Center” statistical analysis to ensure organization is positioned to exceed SLA’s

oOverall responsibility for Incident Management and escalation

6/97 – 4/00 SHANDWICK INTERNATIONAL Boston, MA Vice President of Information Technology

Demonstrated initiative in recommending, implementing and leading a national technology support organization for global public relations firm with over 20 locations and 1200 users throughout the United States and Canada. Actively participated with the executive committee on understanding business goals and subsequently define and align the Information Technology goals and objectives to them.

Accountable for:

oEffectively led staff of 5 direct and 20 indirect reports providing technology support, including voice and data, to 1200 clients

oCollaborated with senior global IT managers to define and develop the vision for a technology roadmap for the organization such as: Intranet/Extranet features and functionality, enterprise agreements for applications and research tools, WAN infrastructure requirements and capacity planning

oDevelop and control IT operating and capital budgets, project plans and status to executive committee

oRepresented International Public Relations (holding company) globally as Project Manager on Y2K compliance

oDefine, communicate and manage compliance of standardization on the following: vendors, desktop, server and network architecture, operating systems, applications as well as internal and external service level agreements

oOversee support of a mix of NT and Novell servers, Cisco routers and switches, variety of PBX (Lucent, Siemens, Nortel, etc.) and voice mail systems and Exchange 5.5

oOversee support of Office 97 & 2000, Win95, as well as multiple research tools and web based applications

oContinually work on staff development, career pathing and team building programs

EDUCATION:

Northeastern University Management Information Systems

Leadership Training Voice of Leadership, Building High Performance Teams, Executive Writing and Presentations, Delegation Boot Camp, Understanding Yourself & Others, Leadership with a Heart

Technical: Foundation Certificate – ITIL, Project Management Certificate Program, MS Teams, Skype, Office 365, Intune, OneDrive, SharePoint, Unified Communications, USMT, SCCM, Forescout, Cisco

References: John Joyce – Former manager at KPMG - ********@*******.*** 914-***-****

Lori Danner – Former manager at KPMG - *******@****.*** 708-***-****

Eva Feher – Former colleague at KPMG - *********@*****.*** 845-***-****

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