Manager Service

Tom Barone

Massapequa, New York – 516-***-**** – ***********@*****.*** – LinkedIn

Director IT Operations/Service Management

Incident Management - Operations Management - Service Delivery Management Strategic Leadership

Technical Troubleshooting

Incident Escalations

Stakeholders Engagement

Change Management

Performance Optimization

Relationship Building

Regulatory Compliance

Customer Service

Staff Training & Development

Team Building & Leadership

Technically sophisticated professional with extensive experience leading network design engineering, project management, and technical support services to a wide range of enterprise companies.

Proactive decision-maker, targeting challenging and senior managerial assignments within well-established and globally reputed organizations. Expert in developing innovative solutions and technology plans that provide value, align with business objectives, and follow industry best practices. Possess expertise in vendor management, relationship management, team management, and operations management.

Articulate communicator with exceptional interpersonal and problem solving skills; skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

PROFESSIONAL EXPERIENCE

NYC DEPARTMENT OF INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS (DOITT)2019 to 2020

Incident Management Specialist (2020 to Present)

Uncovered and resolved potential discrepancies, escalated incidents and problems to senior management by organizing meetings for incidents and deploying processes for solution population, known errors and workarounds. Identified and mitigated root causes of potential errors by conducting comprehensive analysis and reporting of incident trend data. Led root cause determination, and guaranteed permanent resolution by overseeing and driving root cause investigations into high impact incidents. Delivered exceptional leadership and guidance in employing and recommending solution for long and short term goals and objectives to confirm effectiveness of operations support, processes, and controls. Selected Contributions:

Confirmed accurate incident reports/communications and provided quick fixes and troubleshooting by delivering oversight of related incident management processes.

Ensured seamless operations by diagnosing faults; uncovering new incidents regarding known/existing errors.

Achieved operational excellence by delivering proactive support to cross-functional teams in resolving operational issues quickly after initial Release deployment, while collaborating with internal engineering/operation teams, and external teams to resolve IT operations problems.

Improved operational efficiency and effectiveness by managing day-to-day operational process across all IT service teams at the Operation Center.

Tom Barone

Page 2 • Career Progression (Cont.)

Enhanced customer satisfaction and retention rates by delivering exceptional customer service. TORY BURCH City, State 2019 to 2020

Sr. IT Operations Manager

Oversaw overall IT operations and support business strategies by developing and implementing IT policies and procedures. Analyzed business requirements of all departments to determine technology needs. Delivered major incident management and communication for Tory Burch infrastructure and customers, while serving as Incident Management Process Owner and senior member of IT Operations. Provided clients communication in times of major outages by responding to operations calls and outage bridge calls, while serving as Communication process owner. Conducted comprehensive analysis of all global changes to resolve conflicts and socialize changes to stakeholders, while chairing CAB. Established and employed ITIL based processes and procedures for a multi facet organization. Selected Contributions:

Accomplished short/long-term projects goals within time/budget by devising and deploying strategic roadmaps.

Restored normal service operation and reduced impact on business operations by leading Incident process, while overseeing escalation of production incidents.

Updated technology infrastructures by devising and leveraging Metrics and Key Performance Indicators.

Optimized process, confirmed policy compliance, and streamlined workflow by devising strategic plans.

Led successful organizational/personal transitions from current to future state by coordinating with project teams, organization divisions, key stakeholders, leadership, and staff across the company. METTEL City, State 2018 to 2019

Sr. Service Delivery Manager

Provided effective leadership and guidance to Inside Wire and Cabling team, consisting of technicians to conduct rack and stack/break fix change tasks, while ensuring continuous performance improvement. Supported decision-making process by reporting KPIs to all levels of management on performance of vendors and technicians change requests, while delivering review for Requests for Change.

Selected Contributions:

Confirmed business requirements are met and uncovered continual process improvements by performing detailed analysis of deliverables and change requests.

Directed effective implementation of all services, Voice, Data, MPLS, Private Line and VoIP, Broadband, DS-1, and greater services, while coordinating testing to implement VoIP, ISDN, and SDWAN technologies

Improved project outcomes and deliverables by delivering status of projects, overseeing multi-site customer and corporate projects across multiple product sets, and communicating with multiple internal and external divisions.

Ensured effective task prioritization by scheduling Test/Accept, Turn-Up and Porting, while liaising with vendors. PRESIDIO City, State 2015 to 2018

Sr. Operations Manager

Tom Barone

Page 2 • Career Progression (Cont.)

Developed high-performing teams by maintaining centers staffing, managing budgeting, and improving delivery performance. Delivered exceptional leadership and guidance to a staff of Tier 1/2 technicians and engineers to facilitate managed services customers globally, while acting as Operational single point of contact (SPOC) for customer escalations, peers groups, and vendor partners. Gained in-depth knowledge of Service Now application including incident, problem, and change management. Administered and maintained all Change classes (Normal, Standard, and Emergency) for Managed service customers, while analyzing and approving all team changes prior to CAB meetings. Provided appropriate details, test plans, and fallback procedures, while organizing/hosting weekly meeting with Deployment Managers to review issues on Requests for Change. Analyzed service failures and devised appropriate actions until completion of change request

Selected Contributions:

Streamlined overall operations by providing operational management for Presidio Managed Services operations, while overseeing and leading operations staff, developing guidelines and procedures to improve overall performance and provide consistent service.

Facilitated informed decision-making by reporting to Critical Success Factors and KPI’s to Upper Management, while implementing change policies/procedures for all managed services deployments.

Reduced incidents reported to NOC and ensured cost savings to Managed Services by hundreds of thousands of dollars annually by deploying Problem Management Process.

Increased customer satisfaction rates and achieved service level agreement by facilitating strategic and get-well customer accounts, while providing Quarterly Business Performance reports (QBR) to customers /chair meeting. ADDITIONAL EXPERIENCE

Technical Director Network Operations at New York Stock Exchange Director Communications and Infrastructure at NY Stock Exchange Securities Industry Automation Corporation Sr. Manager, Communications Operations Supervisor, Communications Trading Systems at Securities Industry Automation Corporation (SIAC).

EDUCATION & CREDENTIALS

Electromechanical Technology

New York City College of Technology of the City University of New York Certifications

Service Now (ITSM) ITIL Foundation Certification Leadership Development Best Practices in Project Management Network Fundamentals Fiber Optic Fundamentals Juniper: JUNOS Fundamentals Cisco: Cisco Fundamentals

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