SUMMARY OF QUALIFICATIONS

• Financial Services professional with 15 years experience in fund accounting/custody, alternative investment products, and IT operations.
• Analytical and detail-oriented, able to identify and implement process improvements by creating repeatable processes.
• Business oriented technology leader, able to communicate effectively with personnel at all levels, to work collaboratively with vendors resolving problems and motivating team members to achieve personal and organizational objectives.

Confidential, Boston, MA 2007 - 2010
Vice President - IT Operations

• Managed Incident/Problem Management Team, Application Support Teams (Production Response) and Middleware Support Team (MQ, weblogic support) consisting of 15 employees in a 24 X 7 environment.
• Identified opportunities for improvement while creating an Incident Management Center of Excellence.
• Drove Global strategic support for approximately 1,000 fund accountants maintaining support for 24X7 coverage across 300+ applications.
• Directed month end and US holiday production meetings, setting performance milestones to ensure accuracy and timeliness of all related deliverables.
• Acted as an escalation point for business partners and clients for production related events, requiring further communication to Sr. Management, identifying impact and potential breaches to client service levels.
• Outlined process flows and established protocol related to migration activities as the legacy vendor call center was moved to the SSC help desk model.

Confidential, Boston, MA 1997 - 2007
Senior Systems Director (2005-2007)

• Initiated and involved in creation of an Incident Management intranet site focusing on critical contacts, tips and tricks, and frequently asked questions.
• Fostered relationship with outsourcing vendor, attended onsite visit to train and evaluate call center procedures.
• Performed Tower Lead duties, collaborated with outsourcing partner, establishing minimally accepted service levels, tracking any deviations and an action plan on how to achieve levels going forward.
• Identified, defined, and deployed incident criteria that pertained to non-monetary risk items that may harm the organization’s reputation; drove success rate of the service level agreements and key performance indicators to a 99.5% success rate.
• Established severity one protocol and page-out process minimizing the delay of resource engagement by 50%.
• Served as a business relationship manager for multiple business partners, presenting monthly dashboards, observing trends and identified key service level agreements.
• Completed Project Management Training course.

Systems Director (2003-2005)

• Managed incidents and problems reported to the help desk by effectively establishing bridge calls with necessary resources.
• Prepared, reviewed, and communicated morning status reports to IT Sr. Management for the past 24 hours, identifying critical issues, and the action plan on preventive reoccurrence.
• Initiated postmortem incident calls, established ownership, and tracked follow up items.

Director (2001-2003)

• Managed staff of 35 employees across five client relationships.
• Facilitated monthly operations meeting with multiple client relationships.
• Evaluated and approved new hedge fund system for alternative investment products.
• Reviewed and approved weekly/monthly/quarterly partner capital statements.
• Prepared staffing estimates for new business.

Senior Account Manager (2000 - 2001)

• Identified and implemented plan to build capacity achieving a 25% productivity gain resulting in cost savings of approximately $900,000.00.

Account Manager (1998-2000)

• Managed team of 14 on two client relationships.
• Provided input on staffing estimates for new business resulting in the start up of six new funds.
• Conducted monthly operations meetings ensuring overall client satisfaction.
• Pinpointed workload efficiencies and executed plan for proper allocation of daily workflows.
• Forecasted and reviewed income and capital gain distribution amounts.

Account Supervisor (1997 - 1998)

• Performed new fund setup processes for brand new alternative investment client; hedge funds and private equity partnerships
• Supervised staff of eight, ensuring daily fund accounting activities were completed timely and prices were transmitted accurately.
• Selected out of 1,500 employee pool to present and demonstrate the capabilities of the internal fund accounting system to existing and potential clients. As a result, ancillary services increased on two existing clients, and two new client relationships were added to the organization.

Confidential, Boston, MA 1995 - 1997
Senior Client Account Manager

• Reviewed all daily accounting activity for the team, ensuring pre-pricing deadlines were met and funds
• Assisted staff in resolution of complex issues and solving discrepancies.
• Coached and mentored new staff members ensuring a proper training was given.
• Participated in best practices committees.

Confidential, Boston, MA 1994 - 1995
Custody Accountant- Mutual Fund/Custody

• Performed custody and fund accounting operations for bond, foreign equity and multi-class funds.
• Instructed trade transactions, verified wire movements, and calculated the net asset value for several mutual funds.
• Involved in conversion of $3.5 billion in net assets.
• Received Quality Work Award for the development of a spreadsheet module streamlining and adding control for 40+ Net Asset Values prior to NASDAQ submission; saved the team 25 minutes daily during a critical processing window.

• BS - Finance

SKILLS

• Operating Systems: Windows Vista/XP
• Software Expertise: MS Office Suite, Bloomberg, Reuters, Swift Alliance and Middleware
• Call center management; 24X7 application support