Brian Green

Hopewell Junction, NY ***** 845-***-****

adjgl9@r.postjobfree.com www.linkedin.com/in/j-brian-green

Service Delivery Manager

Manage and Implement Technology and Infrastructure Support to Enhance Customer Service

Technological leader seeking innovative solutions for improving business efficiencies and driving rapid recovery during major incidents. Promote strong combination of functional leadership, technical expertise and business process skills across multi-service owner support teams. Lead and manage teams, which efficiently and effectively deliver quality results.

Results-oriented leader specializing in IT service infrastructure delivery & client support. Known for attention to detail, accuracy and timeliness, and reducing total cost of ownership. Strong organizational and interpersonal skills. Trusted resource dedicated to company and customer success.

Service Delivery Data Center Operations Incident, Change & Problem Management

Technical Skills

Hardware:

Cisco Routers / Switches / VoIP / WAP / VoIP Phones, Dell Laptops & Desktops, HP Proliant Servers, Eaton UPS, APC UPS, Liebert CRAC, Sun Servers, Sun Disk Arrays, MTI Disk Arrays, iPhone, iPad, Android, Cyclade

Software:

Windows 7/8/10, Windows Server, O365 & legacy suites, Checkpoint FDE, Symantec Endpoint FDE, Beachhead LDD, Autonomy Connected Backup, Cisco IOS, Cisco AnyConnect, Cisco Jabber, Cisco Webex, Arcserve, Airwatch, Intune, JAMF, Cirrato, DHCP, DNS, Infoblox (DNS/DHCP), Trend Micro OfficeScan, SCCM 2012, WSUS, MS Exchange, Unix, Dameware, MS Authenticator, Symantec VIP MFA, Symantec PKI, SecureCRT, Johnson Controls BMS

IT Service Management:

ServiceNow, HP Service Manager, Oracle Knowledge

Professional Experience

IBM (Supporting Thomson Reuters / Refinitiv Account), Home Office

Service Availability Manager (SAM), Global Technology Services, Delivery & Integrated Operations 2019 - Present

Provided integrated management across internal and 3rd-party service delivery teams as lead for Service Management team, bridging gap between delivery teams, driving rapid recovery during major incidents.

Demonstrated expertise of client environment (Subject-Matter Expert), required for managing and operation of IT hardware, software, network, communications and or application solutions for delivering end-user IT services.

Prepared Incident Management reporting for senior management for discussing daily incidents, change management and drive incident problem resolution.

Maintained levels of service agreed upon or expected by client Service Level Agreements (SLA), acting as SAM lead.

Compiled SLA reporting, focusing on penalty exemptions and improving services provided.

Reported on user, PC and O365 Resource Units for client invoicing.

Team Lead, Global Technology Services, Delivery & Integrated Operations 2015 - 2019

Managed 20 direct reports, both front and back office support personnel (2 local staff, all others remote).

Delivered network, server and desktop services for 10 “manned” sites on the east coast and numerous satellite offices in the States supporting 5K employees, eventually managing desktop infrastructure as services were split between local business and 3rd-party services providers.

Engaged Network Hands and Feet support for remote 3rd-party network service provider (AT&T).

Implemented desktop technology, such as OS, Encryption, AV, Office Suites and VoIP, partnering with Project Teams and other service owner teams delivering cloud-based solutions where applicable, improving efficiency, and reducing security risk and cost.

Oversaw IT acquisition and divestiture activities such as account provisioning / deprovisioning and deployment / decommissioning of PC, phone and network infrastructure.

Brian Green adjgl9@r.postjobfree.com Page Two

THOMSON REUTERS, Valhalla NY 2008 - 2015

Lead Systems Engineer, Information Technology Services

Supervised 7 direct reports, both front and back office support personnel (2 local & 5 remote staff). Oversaw 26 regional offices, 3 business units w/~650 employees (call center agents / property tax & fiduciary agents), managing LAN, desktop, server and VoIP infrastructure.

Managed day-to-day data center activities 24/7 to include the management of MDF/IDFs, HVAC, UPS, Power/PDU, stacking & racking of all network and data center servers, cabling, peripherals and the management of OS/NOS and network/VoIP provided services. Directly responsible for scheduling and overseeing all PM and PME activities.

Migrated numerous legacy Active Directory user and computer objects into single centralized domain and upgraded computer object to Win7, eliminating complexity, risk, support and overall cost of ownership.

Decreased Server Room footprint 71% by leveraging common platforms and Data Center Operations (DCO), thus reducing risk, personnel and total cost of ownership.

Divested 2 Tax & Accounting business units and 26 remote sites for under-performing business units, directing cash-flow to more productive services.

THOMSON, Valhalla NY 1999 - 2008

Manager, Information Technology Services

Managed 6 direct reports. Administered LAN, desktop and server infrastructure.

Established local Help Desk to analyze IT trends, improving overall workflow and educating end users (shift-left).

Downsized server footprint 25% by lessening or eliminating maintenance contracts and total cost of ownership.

Leveraged DCO for messaging, web and file & print, consolidation server footprint, risk, cost and personnel for managing services provided.

Additional Related Experience

RESEARCH INSTITUTE OF AMERICA, Mt Kisco, NY

Systems Engineer, Information Technology Services

Administered LAN and local NT server infrastructure, supporting ~45 application servers (WEB, File & Print servers, development and production UNIX application servers, Oracle DB and Siebel CRM). Maintained vendor relations, managing software and hardware service contracts.

Senior Operator, Information Technology Services

Appointed Lead Operator responsible for day shift mainframe batch processing, addressing MVS, JES2, CICS, DB2, and JCL.

Offline Operator, Information Technology Services

Performed print operations and report distribution.

Education

Associate of Science (AS), Computer Science (Cobol, Fortran), Norwalk Community College, Norwalk, CT

(Completed 2 semesters)

Professional Development

Thomson Reuters Technical, Personal & Managerial Online Courses

Microsoft Windows NT Server

Managing Microsoft Systems Management Server 2003

Microsoft Visual Basic Scripting

HP-UX OS & Network Administration

Sun Solaris OS Administration

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