SUMMARY

• IT Professional / Dependable Dedicated Determined to Lead by Example with A Strong Focus on The Client’s Needs and Overall Experience with Information Technology Services.
• IT success is based on in - depth understanding of multiple Service Management disciplines - Incident, Problem, Change, Configuration, Knowledge, Request, Service Level and Continual Service Improvement. I have performed as facilitator for ITIL v.3 disciplines Critical Incident Management, Problem Management, Change Management, Knowledge Management and Release Management.
• Strong leadership, organizational and communication skills.
• Strong conflict resolution and critical thinking skills. Strong written and verbal skills. Strong interpersonal skills and telephone manner.
• Ability to identify and escalate business impacting incidents and potential full-scale outages.
• Service Now
• Perform well under pressure. Flexible and adaptable to meet team needs. Problem ownership.
• Recognize each incident and work with a sense of urgency.

PROFESSIONAL EXPERIENCE

Tech Mahindra/Credit Suisse Associate Manager

Confidential, New York NY

Responsibilities:

• Managed priority 1,2,3 infrastructure outages for ‘Tech Mahindra’ via hosting of a ‘Critical Incident ‘conference bridge call.
• Documented critical incident restoration activity via the Outlook application.
• Authorized emergency change activity when required for critical incident resolution.
• Identified takeaways for inclusion in the ‘Problem Management’ team follow-up research into incident root cause.
• Managed reactive’ problem analysis for root cause on critical and high impact outages, as well as ‘proactive problem analysis for recurring incidents and event alarms for the same configuration item.
• Adhered to established critical incident process by notifying stakeholder email distribution list with initial, update and final communications within designated timeframes.
• Managed Incidents for all three major regions APAC, EMEA, AMER for Credit Suisse
• Managed priority 1,2,3 infrastructure outages for ‘ Confidential ’ via hosting of a ‘Critical Incident’conference bridge call.
• Adhered to established critical incident process by notifying stakeholder email distribution list with initial, update and final communications within designated timeframes.
• Documented critical incident restoration activity using the myCTO application.
• Authorized emergency change activity when required for critical incident resolution.
• Identified takeaways for inclusion in the ‘Problem Management’ team follow-up research into incident root cause.
• Managed reactive’ problem analysis for root cause on critical and high impact outages, as well as ‘proactive problem analysis for recurring incidents and event alarms for the same configuration item.

Confidential

Escalation Manager

Responsibilities:

• Provided Level 2 and 3 Support for the GWIM line of business clients via active monitoring of Remedy ITSM application. Troubleshooted client issues ranging from but not limited to Network, Printer, Login Issues, Hardware as well as all Microsoft applications. Proprietary line of business applications was supported as well.
• Responsible for investigating and escalating high level persistent issues with necessary vendors as well as internal technology partners. Results of said escalations were then communicated to executives directly verbally as well as electronic communications. These escalations were given directly by the executives to manage for the purpose of a quick restoral as well as providing the customers with an overall excellent experience.
• Led, contributed to, and provided technical QA for outage postmortem analysis.
• Responded to internal requests via Outlook for escalations and updates entered directly from the Line of Business.
• Managed incident aging, and resolution time SLA achievements by conducting daily, weekly and monthly report reviews with the technical team.
• Supported ITIL driven SLA and customer-specific deliverables.
• Responsible for coordination and organizing customer information and install agreements regarding the BAND 7 (Windows 7) deployment schedule.
• Managed and led client operational bridge calls regarding said deployment
• This project was implemented for over 200 Merrill Lynch Branches nationwide.

Confidential

Trade Floor Support

Responsibilities:

• Managed a small team of Trade floor / Executive Support technicians and insured they were cross trained to support each customer’s specific SLA notification policy. Performed hiring, and recommendation regarding terminations and review recommendations to IT Director in outside agency.
• Trade floor support team were responsible for supporting two separate buildings in the midtown area covering approximately 500 clients.
• The responsibilities included supporting all voice communications including Hoot, Phone line and Fax.
• Bloomberg Applications as well as several other Market Data Applications.
• Microsoft family of products.
• Developed policies, standards and procedures while promoting teamwork, fostering team pride and company spirit.
• Personally, monitored and attended to building facilities.
• Maintained proper communication with techs regarding incidents impacting SLA objectives.
• Responded to and coordinated recovery of assigned computing systems in the event of an unexpected outage. Performed same for planned maintenance when recovery failed.
• Provided written plans to enhance existing service and developed new service offerings based on industry trends and client needs.
• Established and led technical call bridge to resolve critical outages. Performed Executive updates.
• Performed technical mentoring to staff when needed, and leadership team when requested.

Confidential

Trade Floor

Responsibilities:

• Provided Trade floor support for all Equity and fixed income traders in the NYC office.
• Installation and support of all Market Data applications including but not limited to Hummingbird, Market Access, Thomson One Reuters as well as Bloomberg terminals Open and Standard.
• Responded for communication devices and installation. (Cisco Phones and Polycomm units)
• Triage updates were expected to be given to upper-level management in a timely fashion and all expectations were met.
• Clients focus on quick restoral and communications as overall customer service.
• All Microsoft products were supported as well as Lotus notes 4.7 and notes communicator,
• Supported all hardware regarding network printers including Toner, Drum and Maintenance Kit installations.