Manager, Administrator

IT professional seeking to change job direction in a new and changing world job market. Diverse IT background including service desk management, Windows desktop operating system testing, application testing/wrapping and disaster recovery processes. While working at AT&T, responsibilities included guaranteeing the quality of the desktop operating system (Windows), documenting findings for resolution, recommending application process improvements and writing silent application self-installation executables. He was a COBOL programmer for the sales force compensation system, a manager for the Stock & Bond Division mainframe data center with responsibility for operations and supervision of 26 technicians. Developed the disaster recovery processes for said data-center. While with Hewlett-Packard, he managed the Credit-Suisse account Escalations team and was responsible for ensuring all communications operational issues were documented and addressed (issues included phone lines, data network, applications, desktop systems and physical call center). He followed strict guidelines to get problems solved within deadlines. Larry has excellent communication and problem solving skills, is able to perform on task, and resolve issues. He has strong communication, organizational and technical skills including desktop hardware, Windows operating systems and application trouble shooting. His past positions has prepared Larry with excellent cross vendor skills. Larry works well with first level positions as well as upper business managers. He welcomes the opportunity to work with a new team and knows that with his IT background, he can add value to the organization. He is available immediately for an interview.

Professional Experience

/

HEWLETT-PACKARD, New York, NY 06/2008 – 07/2010

Escalations Manager - Americas/Credit Suisse Account

Responsible for managing escalations pertaining to the operation of the HP service desk for the Credit Suisse account, including operations, telephony and network incidents.

Lead weekly meetings with CS governance on status of the past week's escalations (both operational and specific incidents) via E&O (Escalations & Outages) review. Meetings reviewed the Americas and European regions. Information used to help identify needs and training opportunities for the service desk agents as well as trends in communications issues. Reported daily on operational readiness of the HP service desk and local support teams to CS governance via early warning AM e-mail and daily face-to-face meetings with all CS operations teams.

Responsible for IVR (Interactive Voice Recording) system messages, alerting service desk callers of outages that could cause mass calls/tickets flood (server, network outages, etc). Work with HP IVR teams to plan/implement changes and perform preproduction tests.

Maintained/updated/tested the BCP (Business Continuation Procedures) document to minimize disruption to Credit Suisse in event of catastrophic incident impacting HP service desk operations.

Worked with Credit Suisse Incident Management and various HP teams to minimize potential disruption to Credit Suisse ability to work.

Participated in monthly GSDM (Global Services Delivery Meeting) with Credit Suisse governance and other CS management teams on local and global escalations. The impact of escalations and outages to the client was reviewed and corrective actions discussed.

HEWLETT-PACKARD, Piscataway, NJ 02/2004 – 06/2008

Outsourced to Hewlett-Packard from AT&T. Performed the same role for HP-AT&T account as stated below.

AT&T, Piscataway, NJ 01/1997 – 02/2004

Certification/Packaging, Technical Lead

Responsible for Windows desktop operating system and installed applications for: integrity, stability, application installations and OS security patch testing.

Technical Lead of 8 member Certification & Packaging team.

Interfaced with customers to understand application requirements and prerequisites.

Certified internal and 3rd party application packages ensuring application interoperability with certified operating systems.

Coded unattended, no user interaction silent software distributions using WISE Installation Expert.

End to End testing of software distributions - Distributions held to a fault rate of less than 0.1%.

Maintained 3 lab environments, consisting of 40+ different laptop and desktop hardware sets for application and OS certifications.

Administrator for certification group Microsoft servers and network, responsible for security patching, trouble shooting, and problem resolution.

Performed testing of monthly Microsoft BETA Security Patches. Provided feedback to Microsoft of patch issues for resolution prior to their world-wide monthly patch distributions.

Completed Certifications of Microsoft Windows OS platforms, with additional required application software to AT&T specifications.

Ensured and delivered operating systems that met all customer requirements for application configuration, functionality, system security, hardware functionality and installation ease.

AT&T, Piscataway, NJ 01/1993 - 01/1997

Network Administration, Management and Operations

Network Administrator of the first internal Starlan production network.

AT&T, Piscataway, NJ 01/1992 - 01/1993

Technical Advisor, Office Automation Project

Identified and merged individual business operating unit methods into a single standard process resulting in a cost savings for the company.

AT&T, Piscataway/Somerset, NJ 01/1986 - 01/1992

Programmer for the Customer Sales and Quota Tracking System

COBOL programmer responsible for the initial validation of system inputs - first step in creation of compensation checks for the sales force.

AT&T, Somerset, NJ 01/1983 - 01/1986

Installation, Production Support for multiple large scale, multi-location projects

Managed IBM mainframe production application installations and application moves from New Jersey to data centers located in Florida and Colorado. Created detailed technical installation and back-out instructions for data center personnel, provided on-site support. Escalation Manager for issues.

AT&T, Piscataway, NJ 01/1981 - 01/1983

Disaster Recovery Manager

Developed the disaster recovery plan for AT&T General Departments Stock & Bond Division and created the disaster recovery hot site. The procedures became the basis for the company venture into Disaster Recovery for external customers. Founding member of the New Jersey Disaster Recovery Counsel.

AT&T, Piscataway, NJ 03/1979 – 01/1981

Supervisor/AT&T Stock & Bond Division- Mainframe Computer Center

Responsible for all aspects of the Computer Center operation and personnel management including job appraisals, stocks, bonds, debenture, bearer bond creation and Proxy vote tally processing. Twenty-six direct reports.

EDUCATION

Automation Institute of America, Princeton, NJ. Graduated with honors.

SKILLS

Microsoft MCP, WISE Package Studio, Microsoft Office Installation, TCP/IP administration, Windows NT & 2000 administration. Microsoft training programs. Supervisory and administrative experience. Comfortable working as a team member or a single contributor.

Contact this candidate