Manager Support

George P. Hanley

** ******* ******, ****** ***, NY 11771

Email: ********@***.*** • Cell: 917-***-****

Experience

NYU Langone Health/MCIT – Clinical Affairs

(Acting) IT Support Lead 4/2019-8/2020

●Support Liaison fielding Request and Incident ticket escalations from practice site managers

●Hands-on Project Manager for site moves, acquisitions, and decommissions

●Telecommunications/Phone Routing coordinator for emergencies and temporary site closures

NYU Winthrop Hospital 10/2016 – 8/2020

IT Support Manager

●Managed staff of 15 FTEs (IT Support team members) in addition to vendor provided support technicians

●Budget forecasting for IT department hardware and other resource expenditures

●Introduced ITIL fundamentals to improve KPI metrics

●Streamlined hardware procurement and other operational processes in preparation for merger with NYU

●Project Resource Manager for Desktop, Email, EMR and Ancillary system integration into NYU enterprise level systems for 130+ Ambulatory Practice sites

●Mentored first time managers to develop both administrative and leadership skills

NYU Langone Medical Center (NYU School of Medicine) 7/2007 - 10/2016

Manager EDU Support/Security Administration

●Managed staff of 14 FTEs, including a team manager

●Assisted Senior Director in the management of outsourced Help Desk call centers (IBM – Toronto, Canada, contract concluded; Dell – March 2012 to October 2016)

●Directed aspects of vendor relationships: budgeting, procuring contract staff resources, and invoicing

●Leveraged identity management tools and databases for user account administration in a highly complex 40,000+ user Enterprise AD domain

●Prioritized ticket traffic and workflows for the team with the highest ticket closure rate in the organization (average between 1,600 - 2,100 per month)

●Project Manager for software and hardware upgrade projects

●Supervised multiple domain/server consolidation projects for School of Medicine departments into NYUMC Enterprise AD domain

●Coordinated MCIT staff training and implementation of ITIL processes

●Served as SME for NYU School of Medicine IT on several committees

●Mentored technicians to develop both technical and soft skills in areas of customer service

Education

●Master of Science - Management and Systems, NYU SCPS, New York, NY

●Graduate Certificate in Information Technology, NYU SCPS, New York, NY

●Bachelor of Business Arts, Hofstra University, Hempstead, NY

Certifications and Training

●ITIL V3 Foundation

●NYU SCPS Non-credit classes

oWindows Network Administration: MCSA 2003

oUNIX Operating System

●MCSA

●MCP in Windows 2000 Server and Professional

●Comptia Network+ Certification

●Comptia A+ Certification

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