PROFESSIONAL SUMMARY:

• Technology & Operations Management Executive and Independent Consultant with a successful track record managing all aspects of an information technology department, including: vendors, sourcing and procurement, service delivery, operations, support, budgets, voice and data networks, data centers, end user computing, and international call centers.
• Information Technology Service Management Best Practices Strategic Planning & Execution
• Global Call Center and Infrastructure ManagementBudget Development/Administration
• End User Computing, Incident Management, and ReportingIT & Corporate Policy Development
• Vendor Contract/Service Agreements: RFP; SOW; SLAMentoring and Team Building
• Disaster Recovery and Business Continuity Resource and Project Management
• IPT Phone systems Implementations and MigrationsExcellent communication skills

TECHNICAL SKILLS:

Software Experience: Microsoft Windows, Office, Outlook, Exchange all versions; Novell NetWare; Ubuntu and Red Hat Linux; Defender, Symantec, Norton and MacAfee antivirus; Ghost; PRISM; Eclipse Project Portfolio; IBM Maximo Asset Management; Avaya call center manager; Audix voicemail;

Service Delivery/Support: ITSM, FrontRange; Remedy; HP Service Manager; ServiceNow.

Operating Systems: Microsoft Windows all versions server and desktop; Novell networks; Ubuntu Linux; Red Hat Linux;

Hardware Experience: Servers: IBM; Compaq; Dell; DEC; Sun; Confidential ; Northern Telecom; 3Com.

Protocols: All ISO; TCP/IP; UDP; IPX; SPX; T1; RS - 232; V.35; DS-1; DS-3; SONET; RIP; SAP; IGMP; ADS; LDAP; OSPF; IOS; QoS; BGP; Frame Relay; ATM; PPP; RAS; PPTP; L2TP; IPSec; VoIP; PPPoE; WAP; RPC; Pop3; SMTP; X.25.

Voice: Cisco; Avaya Red/Blue; Rolm; InterTel; Northern Telecom; SIP; Mitel; IPC; Adtran; WebEx; Skype for Business; Chatbot; Chatbox; Aspect IVR; US Robotics; Multi VOIP; Octel; Genesys; Verint; Astra; Polycom.

Languages: C; SAS; APL; JCL; DOS editor and Batch commands.

Tools: One point; NETIQ; Ipswitch CA Whatsup Professional; VNC; Veritas Backup exec; Compaq Insight manager; Enterprise administrator; Hyena; McAfee ePolicy Orchestrator; and AT&T global dialer administration. HP Open-view; VNC; Carbon Copy; Remote desktop; Crosstalk; WinFax Pro; PC Anywhere; Intel Lansight/Landesk; Norton and MacAfee antivirus; EPO server; Ghost; Avaya call center manager; PC Tools; Meridian Mail; Audix voicemail; Call Pilot; One point; NETIQ; Ipswitch CA Whatsup Professional; Putty; Cisco Discovery Protocol; Security dynamics Token admin.

Network/Monitoring Tools: Cisco; ASA; Blue Coat; Nortel; Ascend; Linksys; D-Link; Motorola; Security Dynamics; Data General; Apex Data; Intel; SMC Active Directory; DHCP; DNS; WINS; VNC; F5; Aruba; Veritas Backup; SonicWall; Compaq Insight Manager; Hyena; McAfee ePolicy; Putty; Cisco Discovery Protocol; SolarWinds; Wire-shark; Checkpoint; InfoBlox.

PROFESSIONAL EXPERIENCE:

Confidential

Service Delivery Manager

Responsibilities:

• Solution provider - Identify needs and propose strategies to develop and implement the best solutions to meet the client’s needs.
• End User Computing - Supporting end user applications including Microsoft office, business management software, imaging software, and cloud applications.
• Vendor Management - Managed relations with service providers including: Cablevision, Charter Spectrum, AT&T, Department of Motor Vehicles.
• Incident and outage resolution - Managed incidents, performed root cause analysis of problems and outages, performed escalations with vendors and carriers.
• Desktop Systems Upgrade - Migrate workstations to new Dell laptops and desktops, backup and restore data, moving from Windows 7 to Windows 10 Professional and Microsoft Office.
• Remote Desktop Support - Remotely connect to desktop to support end users VNC Remote desktop noIP

Confidential

Manager of Support, Vendors, Service Delivery, Network, and Telecom

Responsibilities:

• Contract negotiations - Initiated RFP, SOW, SLA, OLA master agreements, change requests, renewal agreements, and enforcing penalties and chargebacks, etc.
• Vendor Relations - Managed relations with service providers including: Avaya Red/Blue, Cisco, Polycom, and others. Defined and measured processes using KPIs, dashboard reports, monthly status reports to demonstrate SLA and OLA compliance to track key project milestones.
• Procurement - Led sourcing initiatives for the acquisition of technology hardware and software through competitive bid process and contract negotiation. Achieved hard-dollar savings through competitive bid process, aggressive negotiation, process improvement, and vendor concessions.
• Incident and outage resolution - Managed process for communicating outage/emergency activities to the organization. Managed incidents, performed root cause analysis of problems and outages, performed escalations with vendors and carriers, best practice reviews, as well as Front Range Service manager, change control, tickets, and reporting.
• Change Management - Conducted weekly meetings, manage change control process and approvals, reporting progress, identifying issues and risks, updating project managers and stakeholders, addressing required schedule changes and escalations, scheduling and rescheduling work based upon business needs. Maintained network Visio diagrams and site location information.
• Team Manager - Managed activities,, and daily work assignments of all network engineers, storage engineers, telecom specialists and other staff assigned to support the network and telecom needs in a manner consistent within the hospital’s objectives.
• Stakeholder Management - Collaborated with other IS Managers, as well as customers across the organization, to identify needs, align strategies, and to develop and implement the best solutions to meet the requirements.
• End User Computing - Supporting 2000+ end users at multiple locations with various Imaging health care applications, BYOD (Bring your own device), PCI (Payment Card Industry) billing and other technologies.

Confidential

Vendor and Service Delivery Manager

Responsibilities:

• Vendor Contract Negotiations - Initiate RFP, SOW, and SLA global master agreements, change requests, contract renewal, negotiations, enforcing penalties and chargebacks, etc.
• Vendor Reporting and Trend Analysis - Defined and measured processes using metrics and key performance indicators (KPIs) to identify recurring problems and recommend and implement solutions. Generated and distributed daily dashboard reports and monthly status reports to measure the effectiveness of the process, to track key project milestones, and ensure SLA and OLA compliance. Maintained all network documentation utilizing Visio diagrams and site location information. Hosted weekly service-related outstanding issues call, as well as monthly vendor improvement conference calls and status reporting to senior management.
• Vendor Relations and Support Services - Served as liaison between the PMO and business stakeholders, as well as managed vendors associated with the project including: Damovo, Avaya, Cisco, Polycom, and others.
• Vendor Incident and Outage Resolution Management - Managed incidents, outages, escalations, performance and best practice reviews, utilizing Remedy, ServiceNow, and HP Service manager reporting tools.
• Voice infrastructure, Carrier Migrations and Data Center moves - Oversaw domestic and international vendor activities for a global company-wide voice infrastructure upgrade project, several carrier migration projects, data center moves and new site builds for Procter and Gamble.
• Strategic Planning - Developed mission plans, goals, policies, and managed capital and operating budgets.
• Change Management - Hosted weekly vendor/PMO meetings, managed change control process and approvals, reporting progress, identifying issues and risks, updating project managers and stakeholders, addressing required schedule changes escalations and work assignments based upon HP or Procter and Gamble's business needs.
• Cisco, Avaya and Astra VOIP and Video Installs - Managing the process internally within Confidential and also with the client and vendors for many international locations.

Confidential

Manager Support Services, Service Delivery, Vendors, Network, and Telecom

Responsibilities:

• Managed End User computing - Managed help desk end user call resolution, various refresh, upgrade, and migration projects.
• Daily Operations - Maintained 52 PBXs, thousands of circuits in the US and Canada. Provided support and technical direction for helpdesk incidents, Severity 1 trouble tickets, utilizing Remedy and Service Now.
• Vendor Relations - Implemented a problem management process, initiated, managed, and improved relations with both carriers and service providers including: AT&T, Verizon, MCI, Quest, Sprint and Shared Technologies. Also serving as liaison between both the business stakeholders and the many vendors associated with the project.
• Telecommunications Upgrades - Manages multiple complex cross-functional voice infrastructure and carrier migration projects, migrating PRI and other circuits, scheduled site cutovers and ported thousands of DID ranges.
• Cisco VOIP Install - Participate in RFP process, choosing Cisco over Avaya and Nortel, installed Cisco VOIP including Unified communication manager version 8 and associated hardware in multiple locations.
• Change Management – Identified, tracked, assigned and escalated problems to the appropriate group or vendor. Attended weekly change management meetings, reported progress, identified risks, and updated stakeholders of progress for week-end and after hour’s cutover work, developed roll back plans should an issue arise, scheduled work based on company business needs.
• Weekly and monthly status reporting to senior management – Developed and delivered reports designed to track SLA compliance and key project milestones.
• Procurement – Served as single point of contact for sourcing activities throughout the project lifecycle, including vendor engagement (RFI/RFP), contract negotiations, service implementation, and ongoing contract management.
• Video Conferencing – Skype and video conferencing devices including Polycom Cisco Microsoft.

Confidential

Manager Service Delivery, Vendors, Network, and Telecom

Responsibilities:

• Managed End User computing for the teamsters – Deployed workstation packages, managing workstation security, automation, help desk end user call management and various refresh projects.
• Vendor Management – Managed RFP selection process, SOW, SLA contracts, performance compliance and contract renewal.
• Voice Migration – Managed the transition to new VoIP solution, replacing multiple PBX systems, negotiating new SLA and pricing agreements with carriers, and installed a call accounting system.
• Desktop Systems Upgrade – Migration of 400 workstations to new Dell laptops, Windows 7 Professional with Office including HIPAA compliance for benefits administration group ensuring all Confidential t privacy and data security requirements were adhered to.
• Replaced Interactive Voice Response System – Replaced customer’s existing IVR solution to better comply with new HIPAA healthcare laws. This voice response system was utilized by employees to select healthcare benefit options.
• Data Center/Network Install – Hardware included: Cisco PIX, and sonic wall firewalls, Tripp Lite, wire ladders between all 48 Port Cat6 Patch Panels, one KVM per Rack, gigabit backbone broken down to two VLANs per Floor. Several Cisco 1700 series routers providing point to point TCP/IP data traffic and voice-over-IP- IP telephony and QOS services per campus to the main data center in NYC, circuits, CSU/DSU, CPE and UPS equipment, remote management systems and consoles.
• Implemented Helpdesk/Call Center – Implemented a new helpdesk and trained helpdesk support staff.
• Reporting – Weekly and monthly status reporting to senior management designed to track key project milestones, demonstrate compliance to SLAs, minimize the need for repetitive client questions and to insure all customer expectations were meet or exceeded. I also maintaining all network diagrams and Visio documents.
• Daily Operations – Provided support and technical direction for all helpdesk and operations center activities including Severity 1 trouble tickets and after-hours support ensuring all support information is logged into a Remedy call tracking system.

Confidential

Vice President - Network and Support Manager – Global Service Desk - Remote Access Solutions

Responsibilities:

• Global Lead for EUC (End user Computing) service delivery supporting 16,000+ end users across the globe
• Vendor Management – Managed all aspects of vender management including budgeting and cost management, creating and developing SLA agreements and RFP proposals to provide better scale to the company’s IT infrastructure.
• Telecommunications Installations and Upgrades – Managed multiple site installs and upgrades, as well as monitoring all aspects of infrastructure.
• Implemented and Managed International Call Center – Implemented and managed a network operations center and international helpdesk, providing 24 hour “follow the sun” support. Designed a customized Remedy ticketing system to identify, track, and improve process and streamline response times to enhance user experience.
• International VPN Network – Developed, implemented, managed, and maintained a worldwide global remote access data network providing all external access to our data network.
• Team leader- Responsible for monitoring the progress and performance of both individual and team goals, providing recruiting, annual review and daily mentoring to attract and retain top talent, as well as collaborating with other management teams to achieve and prioritize enterprise goals.
• Disaster recovery/business continuity – Designed and implemented continuity plans later utilized to recover after 9/11.