Desktop Support Management

RODOLFO TUCCI

Old Bridge, New Jersey *****

Home: 732-***-**** ****.*****@*****.*** Cell: 732-***-****

INFORMATION TECHNOLOGY LEADER

An Information Technology Leader with experience in the Financial Industry. Expert in ITIL Incident, Problem, Change and Asset lifecycle management. Consistently achieved results working in Global matrixed organizations in the areas of customer support and client relationships. Able to estimate cost saving projects, implement streamlined processes and procedures to increase productivity and efficiency.

I.T.I.L. Certified - V2 and V3 Practitioner level, Service Desk, Incident and Problem management

Successfully implemented ITIL processes to multiple NYC Agencies

Implemented a market data permission system, reduced cost of Market data expenditures.

Implemented formal help-desk that achieved a 70% first call resolution.

Conducted a telecommunications audit to reduce operating cost, reduced yearly Telecom by 250k.

Implemented new PBX phone system and Voice mail system

Implemented I.T.I.L Change and Problem management process for the City of New York

Proficient in: MS Office products (Power Point, Excel, Word, and Project)

Infrastructure technologies: Linux, Solaris, Windows, Sybase, Oracle, EMC, Blade hardware

PROFESSIONAL EXPERIENCE

United Parcel Service – Logistics 3/2021 to present

Metropolitan Golf group – Food industry 3/2020-11/2020

Ernst and Young

Global Data Protection Operation Lead (Associate Director) 1/2015 –6/2019

Global team lead managing a team of 40 staff with infrastructure in over 170 locations, accountable for all data back up Operations globally. Responsible for a suite of services including Data restore, capacity management, data encryption

Implemented 24x7 follow the sun support structure

Improved efficiency and productivity

Achieved a consistent 98% Back up Job success rate, backing up 60 Peta bite per month

Successfully rolled out Back up environment in Azure public cloud

Supporting a 30k server environment withVeritas Net Backup and Veeam backup solutions

Ernst and Young

Regional Operations Lead (Associate Director) 4/2014 – 1/2015

Responsible for regional Facilities and Data Protection Operations Americas (over 80 locations), including (US, Canada Mexico, Central / South America, Caribbean) including Global NJ datacenter

Supporting Americas region Including US, Canada, South and Central Americas, Caribbean and Israel

Completed Major UPS upgrade and core switch maintenance

Developed and implemented Facilities data room asset tool

Successfully completed - SOC1 and 2, ISO27001, HITRUST, DFAR/ITAR audits

New York City Department of Information Technology and Telecommunications (DoITT)

Problem Management Director 7/2008 – 4/2014

Problem management and Incident management process owner for the City of New York.

Responsible for implementing ITIL based processes across multiple NYC Agencies.

Member of Business Service Management team; maintained ITIL process and tools set (Remedy).

Team lead for BSM service management including:

Help Desk, Change Management, Incident / Problem Management, Asset Lifecycle Management

Accountable for Authoring and maintaining process documentation

Implemented ITIL Problem management and Incident management processes for NYC IT

Implemented Asset Lifecycle management for NYC Agencies

Headed a reports team, responsible for developing KPI reports for all City Agencies

Responsible for maintaining trending consoles on Business Intelligence Analytics

Developed and maintained key performance indicators across multiple disciplines

Crystal reports XI

Business Objects Analytics – trending dashboard

Jasper soft I Report 5.7

RODOLFO TUCCI

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Home: 732-***-**** ****.*****@*****.*** Cell: 732-***-****

New York City Law Department

Director of infrastructure 2007 – 6/2008

Responsible for all systems including Network, Application servers, Storage, File shares, Web services, Proxies and tape backup solutions. Also responsible for Help desk and desktop support organizations.

Support 1800 users consisting of legal and non-legal staff

Implemented ITIL Change management and Problem management processes.

Implemented new Network infrastructure, for main and remote offices.

Assisted in planning for new desktop Computers roll out to all users.

Planned and implemented redundant WAN infrastructure.

Premiere Global Services, Tinton Falls NJ

Critical Situation Director 2004 – 2007

Responsible for Critical situation management and escalation.

Member of problem management team responsible for escalation resolution of critical system and customer related problems. Manage staff of 10 responsible for Daily Operations and daily monitoring of systems.

Problem management and escalation.

Reporting and problem analysis.

Responsible for data Center Operations.

Change management.

CITCO Fund Management Services, New York, NY

Senior Support Specialist 2003 – 2004

Member of professional team assigned in the evaluation of technical and content related data issues.

Third level support, technical and data content issues.

Support Middle and Back office related application.

Daily production support for CA Autosys application and file transaction system.

Change management processing.

INVESTMENT TECHNOLOGY GROUP, New York, NY

Vice President of Production Support 2000 – 2003

Managed a staff of 15 employees, while maintaining hands on Management approach. Responsible for Intel based desktop support group, telecommunications group helpdesk, procurement and market data group, daily operations, process improvement, budgeting, cost analysis. Resource management, project management and implementation.

Implemented a market data permission system for product line, satisfied exchange requirements and reduced cost by detailed management of Market data expenditures.

Implemented formal help-desk that achieved a 70% first call resolution and managed to maintain same level of staff in a growing company.

Conducted a telecommunications audit in an effort to reduce operating cost. Reduced yearly Telecommunications expense budget by 250k.

Implemented new PBX phone system and Voice mail system for newly acquired subsidiary company.

Established telecommunications and desktop disaster recovery plans, process, and systems.

EDUCATION

Associate Degree in Computer Science, DeVry University, WoodbridgeNJ, 1986

LANGUAGE SKILLS

Proficient in Spanish, written, spoken

Intermediate in Italian, written, spoken

PROFESSIONAL DEVELOPMENT

I.T.I.L Certified – Practitioner level

Service Desk – Incident andProblem management - Pink Elephant Corporation

Attended “Rock Hurst University” course “How to handle difficult people”.

Certified in (IN Communication’s) “Thinking like a customer “, trained as an instructor.

ACTIVITIES

Involved in music, art, web design

References furnished upon request

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