Network Operations & IT Infrastructure Leader

Network Operations Management

Dynamic leader noted for driving enterprise infrastructure stability, orchestrating 24/7 network operations across mainframe and distributed systems, and implementing ITIL-based governance frameworks to reduce incident response times across diverse sectors, including banking. Versed in real-time monitoring of critical network infrastructure using ServiceNow and SolarWinds, guiding engineering teams through complex problem resolution, and automating operational workflows to enhance system visibility and eliminate manual intervention points. Experienced in developing performance-driven support models that achieved optimum first-contact resolution rates and establishing vendor partnerships that increased network security posture across multi-site enterprise deployments. Adept at translating infrastructure health metrics into executive-level reporting through Power BI dashboards and applying root-cause analysis methodologies to prevent recurring network disruptions in mission-critical financial services operations. Areas of Expertise

Network Operations Leadership

Project Planning & Management

Business Continuity & Disaster Recovery

Capacity Planning & Performance Tuning

Cybersecurity Support & Threat Response

Resource Allocation

Cloud Infrastructure

Service Desk Optimization

Agile Project Coordination

Budget Control & Optimization

Data Center Operations Oversight

Multi-Vendor Technology Integration

IT Asset & Configuration Management

Escalation Management & Crisis Resolution

Compliance Reporting (SOX, PCI, Regulatory)

Professional Experience

Technology Supervisor & Production Manager Infrastructure Command Center, M&T Bank – Buffalo, NY 2021 – 2025 Capitalized on unique blend of technical, analytical, and managerial skills to maintain 24/7 enterprise uptime by monitoring mainframe, server, digital- banking, and network infrastructure and ensuring rapid issue response. Drove notable improvement in SLA compliance by directing real-time incident management through ServiceNow, Splunk, and Dynatrace, and driving timely incident resolution across fast-paced, regulated banking environments. Key Contributions:

Prevented incident recurrence by partnering with engineering, application, and cybersecurity teams to execute thorough root-cause analysis.

Expedited high-severity incident resolution by leading bridge calls and delivering clear, timely updates to executives and key stakeholders.

Augmented system-health visibility by leveraging Power BI and SolarWinds to produce actionable dashboards and reporting.

Slashed manual workload by automating ServiceNow workflows, improving response times, and overall productivity.

Fortified operational governance by applying ITIL best practices to strengthen processes and reduce stability risks. Technical Support Supervisor Spectrum – Buffalo, NY 2010 – 2021 Improved service quality by supervising and coaching 15+ member technical support team to deliver high-performance customer support. Coordinated with engineering, product, and QA teams to accelerate issue resolution and reduce ticket backlog. Executed a range of daily activities such as managing scheduling, workload distribution, and staffing to ensure consistent coverage and maintain service-level commitments during peak demand periods. Key Contributions:

Achieved 95% first-contact resolution by optimizing troubleshooting workflows and resolving escalations efficiently for enterprise clients.

Amplified team productivity by implementing performance metrics and reporting systems to elevate day-to-day operational results.

Slashed turnover 15% by introducing insightful mentorship, training programs, and employee development initiatives. Additional Experience

Network Administrator AT Technology – Amherst, NY

Increased infrastructure security and reliability by engineering and deploying network solutions for multi-site medical practices.

Attained 99% system uptime by administering Microsoft Active Directory environments and ensuring stable authentication and access controls. Project Manager Systems Technology Group – Lackawanna, NY

Steered smooth, timely software rollouts by developing, testing, and deploying retail-focused technology solutions.

Increased customer satisfaction by providing on-site and remote support to ensure strong adoption, performance, and issue resolution. Education

Bachelor of Science, Information Technology Bryant & Stratton College – Buffalo, NY Technical Proficiencies

ServiceNow • Splunk • Dynatrace • SolarWinds • Power BI • Jira • Azure • Salesforce • Workday • MS 365 • Active Directory • ITIL & ITSM Frameworks Candice Andrzejewski

716-***-**** • ***********@*****.*** • LinkedIn Profile • Alden, NY

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