SUMMARY

Dedicated, resourceful and results - driven IT professional with a proven record of driving company success by supporting, training and motivating sales, service, and IT personnel; implementing inventory controls; and streamlining all stages infrastructure. I am an extremely well-organized multi-tasker with a firm commitment to understanding the business needs of the customer. Always making time for additional responsibilities and devising innovative solutions with the focus on maximum customer satisfaction utilizing ITIL, Lean Six, Agile/Scrum and Waterfall methodology. I am extremely passionate when it comes to building new relationships and I’m always focused on strengthening the company brand.

PROFESSIONAL EXPERIENCE

Confidential, White Plains, NY

Confidential Support Manager

Responsibilities:

• Manage Windows 10 Upgrade and imaging (Cloud Deploy and On-Prem)
• Manage Amazon Workspace and Citrix VDI platforms
• Office 365 Administration
• Interpret Stakeholders requirements and paint a picture for internal IT
• Ensure the team provides support and communication with their respective customers
• Drive open collaboration and transparency within the team and with other Confidential services
• Lead team to support all global operations technology according to ITIL V4 best practices
• Work with IT vendors and cutting edge solutions to help foster a customer first environment

Confidential, New York, NY

Desktop Support Manager

Responsibilities:

• Responsible for C-Suite and VIP support outside of normal SLAs
• Weekly Knowledge Base article review for Service Desk
• Responsible for speaking with the customer for escalations
• Completed grass roots Windows and MAC patching program with Business Intelligence reporting for CISO and leadership
• Led enterprise wide EMM Xenmobile project from start to “go-live” in BYOD environment
• Responsible for enterprise wide O365 deployment
• Established “Tiger Team” for executive support and created custom workflows for Doctors and leadership
• Deployed endpoint management tool for better GRC and reporting structure to leadership
• Restructured desktop standards for $730,000 yearly Capex reduction
• Created Service Catalog for Desktop Support and KB article for Service Desk
• Established hospital wide Change Management policies and procedures for all IT functions
• Tasked with managing Desktop Engineering team to rollout and configure Cybersecurity initiatives including Cylance, end-point encryption, and Data Loss Protection
• Implemented Hardware and Software standards to streamline workflows for my teams, automate and redirect to Service Desk

Confidential, Florham Park, NJ

IT User Support Manager

Responsibilities:

• Completed Enterprise wide Printer/Copier/Toner consolidation, which led to $500,000 Opex savings.
• Restructured desktop standards for $350,000 yearly Capex reduction.
• Establish and track key performance metrics for staff inclusive of Responsiveness/Service Level Agreements, Aging, Productivity, and User Satisfaction reporting.
• Provide leadership, coordination and communication for operational issues, production issue Incident Management and follow-up Problem Management to ensure root cause is quickly identified and permanently remediated.
• Establish the departmental vision, strategic road map for technical platforms, and leads all aspects of the department's technology services.
• Provide team leadership for staff and project-based contractors, including HR/performance management, technology direction, project management, resource planning, stakeholder management, and overall team responsibility for the execution of defined project deliverables including scope, schedule, budget, and quality.
• Conducts research and feasibility studies on leading edge technologies and provides cost/benefit analysis for their implementation.
• Provide 3rd party Statement of Work, contract review/negotiation and expert management of vendor resources.
• Ensure staff is responsive to business and client needs. Create a sense of delivery urgency and motivation.
• Provide coaching and mentoring for junior managers on team to help them be successful and continue to progress their career
• Set clear delivery goals, ownership and accountability for technology services.
• Build a culture of pro-activity, business cooperation, continuous improvement, and exceptional service delivery.
• Maximize resource utilization/productivity, provide coaching/mentoring, annual performance appraisals, staff hiring, and capability to manage and address performing concerns.
• Provide organizational and cultural change leadership and change management.
• Work on common goals to make World Class improvements.

Confidential, New York

Senior Desktop Support Manager

Responsibilities:

• Worked with CFO to execute and support complete outsourcing of Desktop Support
• Manage C-Level team for executive support and special events
• Accountable for multiple projects across IT departments
• Define, implement and govern the Desktop Support Vision and Strategy to ensure that all clients are receiving prompt and thorough assistance
• Analyze Desktop Support Staff Metrics to ensure a timely response within the established Service Level Agreement (SLA)
• Governance on all hardware and software purchase requests to confirm they are within corporate standards and budget ($3.2 million)
• Provide consistent leadership and direction for direct reports by taking the time to manage, support and encourage individuals in their work environment
• Analyze Desktop Support Trends to identify areas of improvement
• Develop and implement all deployment plans for future workstation upgrades including the scheduling of external partners whenever needed
• Develop Desktop and Laptop Asset Management procedures and standards
• Responsible for the Desktop Support Knowledge Management function that includes gathering, analyzing, storing and sharing knowledge and information
• Maintain technical documentation and Standard Operating Procedures for the Desktop Support Group
• Provide a second level of client escalation issues as needed to ensure customer satisfaction
• Maintain an open dialog with the Confidential Department Heads to make sure their technology needs are being addressed
• Develop a thorough understanding of the general Confidential business and foster that understanding in the Desktop Support Staff
• Provide solutions to issues within the Company IT Policy Framework (ITIL)

Confidential, Somerset, NJ

IT Operations Manager

Responsibilities:

• Responded to requests from local facilities in several locations to implement disaster recovery plans security gap analysis. Recommended a new, reliable and cost efficient solution for cloud storage and incident resolution of all existing ITIL, Lean Six, and Agile (Scrum) frameworks for the company, so don’t re-invent the wheel twice. Responsible for supporting all new and existing business development work in the Northeast, including but not limited to proprietary Parsons applications and 3rd party vendors. Received CIO award in 2012 for best cost savings and utilization of outsourced technologies (LogMeIn Rescue helpdesk deployment). Create, deploy, and support all ITIL, Lean Six, Agile/Scrum, and Waterfall projects from start to finish.
• Responsible for regional business development and marketing support for all new and existing clients. Lead for application delivery and life cycle management. Work as liaison (translator) between high level executives and technical teams. SAP, Oracle, and SharePoint (ERP) process manager for NE region.
• Developed market analysis for pre-sales teams and business development support. Responsible for sales engineer role for government services and joint venture clients. Responsible for coaching presentations for new and existing clients, and ensuring a positive experience.
• Head coach and onsite trainer for all employees involved with process excellence. Responsible for Customer Relationship Management for both internal and external clients. Using loop analysis to constantly change our setup to accommodate the needs of the end user.

Confidential, New York, NY

Desktop Support Sales Engineer

Responsibilities:

• Searched for new clients who might benefit from company products or services and maximizing client potential in designated regions.
• Developed long-term relationships with clients through managing and interpreting their requirements.
• Persuaded clients that Perot's service best satisfies their needs in terms of quality, price and delivery.
• Negotiated tender and contract terms and conditions to meet both client and company needs.
• Calculated client quotations and administering client accounts.
• Provided pre-sales technical assistance and product education, and after-sales support services.
• Analyzing costs and sales; preparing reports for head office.
• Meeting regular sales targets and coordinating sales projects with indirect reports.
• Supported marketing activities by attending trade shows, pitching demonstrations at conferences and other marketing events; making technical presentations and demonstrating how a product meets client needs.
• Liaising with other members of the sales team and other technical experts; helping in the design of custom-made products; providing training and producing support material for other members of the sales team.

Confidential, North Brunswick, New Jersey

Desktop Support Technician

Responsibilities:

• Reduced unnecessary client site inventory by $240,000 by instituting monthly physical inventories to enable just-in-time purchasing of only the required parts.
• Recognized with Employee of the Month award for consistently delivering 100% of Service Level Agreement (SLA) and customers satisfaction goals, supporting coworkers, exceeding job description and cutting costs.
• Quickly gained control of an extremely disorganized and wasteful inventory system by establishing processes that created accountability and halted negative cash flow.
• Sourced new vendors and distributors to obtain a 30% decrease in the cost of daily parts purchases and researched shipping solutions to meet client demand in the most timely and cost-effective manner.
• Maintained database and spreadsheets for real-time inventory tracking to avoid the need to back order parts, ensuring adherence to three-day call turnaround time stipulated by client SLAs.
• Earned respect and trust of technicians, clients and co-workers by demonstrating genuine dedication to fulfilling needs, solving problems and achieving goals.