SUMMARY:

• Service Delivery Manager with demonstrated ability to plan, manage and complete projects within time and budgetary constraints. Dedicated team player with strong attention to detail. Proven ability to support organizational goals through broad - based strengths in senior level relationship building, project planning, management reporting, Logistics, Systems Migrations and PC / Network Support.

PROFESSIONAL EXPERIENCE:

Confidential, Mahwah, NJ

Service Delivery Manager

Responsibilities:

• Help create and execute on the overall vision for service delivery and client satisfaction
• Own, manage and communicate the operational relationship with assigned clients
• Manage key client projects by communicating effectively with project team members, management and project stakeholders on status, issues, risks, and project goals and objectives
• Ensure client specific operational practices are implemented and adhered to including those clients with compliance requirements
• Manage full life cycle of complex hosted infrastructures
• Track metrics around infrastructure performance and service requests
• Lead internal and client meetings with thorough documentation and rigorous follow-up
• Create, implement and track relationship roadmaps
• Ensure overall revenue retention and growth of assigned accounts
• Determine areas for process improvements within both the client and Confidential . Work with key stakeholders to implement and document
• For new and added services, work with DCS Infrastructure engineers to understand client’s technical requirements and monitor, and project manage their implementation
• New Business Development and sales

Confidential

IT Business Solutions

Responsibilities:

• PC & laptop computer repair service,
• Data transfer & back up service,
• Emergency data recovery
• System restore/upgrades
• Computer networking (wireless and hard wired)
• Virus Detection and spyware removal
• Installations (software and hardware)
• Custom Spreadsheets
• Business Solutions

Confidential

Entrepreneur/Project Manager

Responsibilities:

• Completed project on time and within budget.
• Developed and maintained spreadsheets to support and track progress.
• Created and maintained performance metrics for all stakeholders.
• Facilitated project meetings during project life cycle.

Confidential, New York, NY

Systems Analyst / Project Coordinator

Responsibilities:

• Managed integration and daily IT operations for Lehman owned $4,000,000,000 hedge fund. Maintain performance metrics for Lehman IT support teams. Developed spreadsheets and prepared management reports to support and track projects. Delegated tasks to team members providing the end user with prompt, professional service
• Consistently completed projects on time and within budgets.
• Assisted the project manager, technicians and others during full project life cycle, including project coordination, scheduling and tracking; interface with end - users to provide post migration support.
• Facilitated project meetings during project life cycle.
• Facilitated weekly developers meeting.
• Developed spreadsheets and prepared management reports to support and track projects.
• Created and maintained performance metrics for all support teams in the Americas.
• Remote Office Systems Administrator
• Managed the daily IT operations for seventeen remote offices throughout nation. Project Manager responsible for implementing a project plan for the opening of new remote offices, office expansion, software and hardware role-outs and the integration of outside groups and firms.
• Managed consultants dispatched to remote offices.
• Assisted network engineers in planning/coordinating installation and upgrading server deployment.
• Interfaced with outside vendors to coordinate, track and order all servers, work stations, peripherals, and software for NT cluster; assist in coordinating distribution of deliverables.
• Tracked and reconciled project hardware/software expenses.
• Reviewed and analyzed daily requests for project implementations.
• Routine travel to remote office sites for onsite project management and surveys.
• Desktop Systems / Trading Floor Support
• Supported 1000+ nodes on local area network, including the trading floor.
• Set up and maintain user accounts on local area network and administer user rights.
• Create shared resources on network servers and administer appropriate permissions.
• Project Leader for the PC support team.
• Evaluated and tested non-standard software.

Confidential, New York, NY

LAN Administrator / Bridge Product Specialist

Responsibilities:

• Charged with project coordination and support for Software Distribution, Network Administration, Special Projects/Exchange Installation, PC/LAN Help Center (including all phases of Help Desk), PC Research & Development, NT Server & Clearnet support, hardware installs, and multi - state Help Center / Desk.
• Assisted Managing Director of Information Services with acquisition and configuration of workstations and peripherals.
• Interfaced with department and divisional management to assess projected projects (short and long-term); formulated and documented plans, from concept through the full project life cycle.
• Provided detailed tracking and documentation of all project processes; prepared quantitative reports for management.
• Served as liaison between systems technicians and Sales group.
• Presented proposed project plans to senior management.
• Regional Sales Coordinator
• Acted as a liaison between the sales manager, client and technicians in order to serve the external clients technical needs.
• Analyzed the needs of the end user to make sure they had what they needed (both internal and external clients).
• Worked with finance team, calculating weekly, monthly, quarterly and annual sales reports.
• Responsible for calculating commission statements for sales personnel.
• Presented proposed project plans to senior management.