Analytical IT professional delivers strong technical solutions that solve business problems always keeps an eye on bottom line business benefit.
Offers a proven record of making outcome-based decisions that drive business process improvements and system-wide standardization.
Builds teams that take pride in developing high-quality, dependable systems and services.
Team player with 16 years of customer service experience, managerial and technical skills that will be an asset to any business.
Organizing information to assist others in maintaining a specific standard which helps keep performance consistent.
Able to draw upon professional concepts to collaborate with others to carry out assigned duties. Prepare and recommend solution alternatives by challenging the validity of given procedures and processes with the intent to enhance and improve.
Understands the standard mission of the group and the vision of the company. Diligently works to adhere to company vision.
Professional Experience
Network Operations Manager
Confidential
Managed a 24/7 Network monitoring staff for an emergency message alerting firm. Responsible for company work flow which involved triage of all network/software issues that could be an impact to our customers. Customers were guaranteed 100 up-time of our product which made it essential to reorganize the team to meet company SLA's.
Created and Standardized procedures using mediawiki, allowing staff to cross train one another.
Worked with monitoring engineers to help refine monitoring software to better prioritize workload.
Improved staff moreale by changing hiring and shift rotation model.
Oversaw the day-to-day operations of the team, managing the work flow and quality of work for a team of technical support professionals.
Developed an employee performance measurement framework, providing training and feedback to each individual regarding quality of customer service, communication, and technical skills to enhance the overall quality of service. Created a bi-annual review procedure for bonus/raise structuring which did not exist prior.
Undertake scoping and project management of networking infrastructure projects which includes partnering with cross functional teams for the installation of servers, networks, cables, etc.
Manage Help Desk resources for optimal performance, including creating knowledgebase articles and documenting customer inquiries/requests, projects, etc. for creating structured and consistent support services
Responsible for scheduling and hiring to meet requirements of a 24/7 operation. Convinced the company of the benefits to invest in permanent staffing rather than using temporary workers. All staff was converted successfully which successfully improved team morale and performance.
Primary source of training new technicians which included documenting over 50 pages of basic procedures for performing duties to be used as a reference tool.
Senior Systems Administration Manager
Recruited by Deputy Project Manager to revitalize an under-performing department of professionals. Took 360 degree approach of improving team morale, standardizing delivery of IT services, and improving both customer and inter-departmental relationships. Promoted to Senior Management position after a successful coordination and implementation of 1500 users to support the New York Health Exchange NY State of Health . Manage team of 29 Computer Technicians at four different locations, consisting of five different departments including Call Center, Deskside Support, Network/Telecom Engineering, User Provisioning and Knowledge Management. Staff went from 3 technicians to 29 in less than a one year time frame including a satellite office in NYC.
Responsible for Computer/Server Security due to high levels of HIPAA information being used at the office for medicaid and medicare renewals and NY Health Care Exchange.
Managing 8 server rooms across 4 different buildings including one in NYC.
Managed implementation of roll-out of new project where we expanded from 250 end users to 1800, 300 of which were done in a near impossible time frame and successfully completed ahead of schedule. Expansion included upgrading all equipment including software/network/infrastructure/telecom. Working closely with Directors, Vice Presidents and CIO during the process.
Work with finance department to keep finances in order, keeping surprise costs to a minimum. Coordinated an asset management program and implemented across projects. This accountability revealed theft which was ended immediately due to the structure and accountability created by this process.
Recruiting new staff members including updating/defining job descriptions and requirements.
Organization and Implementation of Asset Management Hardware and Software for 1800 users.
Standardizing Change Management procedure prior there was no procedure.
Work with staff to encourage/mentor Fostered skills to open up the door for growth opportunities
Documenting Policy and Work Instructions to meet ISO compliance standards.
Creating a training program for all new team members to ensure they are receiving all required information needed to perform duties effectively.
Quality Assurance initiatives working with QA Management and Training Management to pinpoint skill gaps and opportunities for skill level improvement through evaluating tickets, call monitoring and survey results.
Reworking Active Directory structure and Network Shared Drive to meet business standards for security and simplify ID Management on these drives.
Planning, implementing and testing of the disaster recovery initiative.
Team Leader and Subject Matter Expert for Multiple Commercial Accounts
Primary role was to increase efficiency and provide leadership to multiple teams of technicians supporting multiple customer accounts such as Campbell's Soup, AXA Finanacial, Imperial Chemical etc...
In charge of Severity 1 escalation to insure that these sensitive issues were handled with the utmost care and expertise.
ISO 9001 representative for department and second line management.
Knowledge Base organization and policy/procedure documentation.
Level 1 and Level 2 support software specialist for multiple commercial customers. As Subject Matter Expert worked directly with high level teams to resolve unique issues.
Working closely with management to pinpoint skill gaps and implement action plans to improve skill levels.
Training of new agents to insure that they are at the highest quality for our customers.
Helped to transition commercial account out of the Help Desk and received an award for this.
Assist in transitioning in new account attended many meetings where process and procedure were discussed and then implemented.
Decreasing cost-per-call by taking on projects to pinpoint incidents where calls can be closed on first call rather than being sent to desk side support.
Change Management coordinator for the Help Desk worked with High Level teams to insure that any high level network/server changes did not impact our customer/business needs.
Quality Assurance Coordinator.
Technical analysis of hardware issues including workstation, printer, server, telephone, fax and handheld devices.
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