Manager of IT Operations

MANNY LEON

Hackensack, NJ 551-***-**** adzuwn@r.postjobfree.com linkedin.com/in/mannyrleon

Wipro East Brunswick, NJ November 2023 – May 2024

Senior Manager of IT: 2023 – Contracts

• Managed a team of 11 IT professionals to support day to day operations, via service desk.

• Drove and created the KPI metrics structure for reporting, to increase workflow and productivity.

• Established an improved process for monitoring and handling escalations, ensuring rapid resolution.

• Created SOPs/KBs structure and format to become more efficient.

• Enhanced the customer experience by improving service management processes.

• Strengthen communication by reducing time to notify the end user of any Service Disruption or Maintenances.

Prospect Medical Holdings Inc. Hackensack, NJ July 2020 – July 2023

National Director of IT Operations: 2021 – 2023 National Manager of IT Operations: 2020 – 2021

• Directed a team of 40 IT professionals to support day to day operations via helpdesk, desktop, and network.

• Created IT policies, standards, and procedures in alignment with industry regulations and security requirements.

• Enhanced the customer experience by implementing best practices and improving service management processes.

• Decreased spending by 45% while boosting IT project output by streamlining operations, strategizing hiring decisions, enhancing staff performance, and outsourcing inconsequential tasks to external vendors.

• Built and nurtured strong vendor relationships and negotiated contracts to optimize services and reduce expenses.

• Saved $25k monthly for each location by leading the rollout of interpretation devices.

• Boosted the IT department’s productivity by 30% while enhancing overall efficiency.

• Delivered a 38% year-over-year savings through cost-cutting initiatives in hardware purchases.

• Improved desktop administrative control and energy efficiency while decreasing cost by 45% throughout a Windows upgrade to 800 thin clients.

• Developed the national emergency protocol, reducing turnaround from 2 hours to 15 minutes.

• Spearheaded the initiative to upgrade Access Points to go Meraki with success.

• Monitored offshore and onshore assistance, reassuring customer satisfaction a priority.

Le Pain Quotidien New York, NY February 2018 – April 2020

Senior IT Support Manager: 2020 IT Support Manager: 2018 – 2020

• Led tier 1, 2, and 3 IT Support teams with up to 15 members, while monitoring day to day operations.

• Resolved incidents, requests, and change orders to meet service level agreements via Service Desk Plus (Zoho).

• Played a vital role in driving Le Pain Quotidien to achieve global status by supporting end-user computing for restaurants, corporate offices, and remote users across 220 global locations.

• Increased team member performance by clearly defining employee roles and setting achievable improvement goals.

• Improved cost control by 25% while uncovering and addressing key areas of improvement.

• Led strategic planning, leveraging domestic support to drive global success.

• Administered an IT operations budget of $225k, approving and processing invoices.

• Resolved issues by troubleshooting modems, Fortinet, Switches, Patch panels, and data drops.

• Upgraded 95 locations in less than 4 months with new point of sales systems and hardware.

Town Sports International (NYSC, BSC, WSC, PSC, LR, TG) New York, NY September 2010 – February 2018

IT Manager, Systems Administrator: 2016 – 2018 Senior Systems Administrator: 2011 – 2016 Systems Administrator: 2010 – 2011

• Oversaw operations, including level 1, 2, and vendor support for 9k+ users across 176 clubs and 5 corporate locations while supporting the entire C-Suite.

• Met all service level agreements by managing incidents, requests, problems, and change orders via ServiceNow.

• Led numerous key IT projects, including patching, anti virus testing and management, point-of-service installations, data and application transfer for upgrades, image creation, and hardware procurement.

• Directed acquisition planning and setup for pre sales and soft opening of new clubs, including Lucille Roberts and TMPL Gyms.

EDUCATION & PROFESSIONAL DEVELOPMENT

Ramapo College, Mahwah, NJ

Bachelor of Science (Candidate) – Computer Science

Bergen Community College, Paramus, NJ

Coursework in Computer Science

Certification: A+ Certified Hardware Excel Level 2 & 3 Career Edge (MS Office)

Training: ITIL MCDST

LANGUAGES

English & Spanish (Full Bilingual Fluency)

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