SUMMARY:

• SERVICE DESK/HELP DESK, VENDOR, PROJECT & SERVICE LEVEL MANAGEMENT
• Extensive, enterprise - wide Service Delivery, Service Desk Re-engineering, Infrastructure Support, and Operations Management utilizing ITIL V1, V2 & V3 change, incident, problem, service desk, availability, service level, ITSM, and financial management disciplines.
• Effective at Root Cause Analysis for the permanent resolution of recurring issues and Support Process Re-engineering.
• ITIL V3 Certified
• Skilled and experienced at managing day-to-day operational relationships with vendors of services, hardware, software and facilities to ensure value for dollars spent.
• Effective at negotiation of terms, procurement, establishment of Service Levels and providing vendor governance/auditing/reporting.
• Have over 20 years experience managing vendor relationships with Tier 1 vendors .
• Proven infrastructure technology and applications systems implementation project manager able to deliver business enabling services that are on time, on budget and on specification.
• Process oriented with extensive experience in Project Management Life Cycle (PMLC), Project Management Body of Knowledge (PMBOK), Reporting via Clarity Project Portfolio Management tool, Information Technology Infrastructure Library (ITIL) framework and Software Development Life Cycle (SDLC).
• Experienced at managing server, database and network support teams.
• Development of PMO and management of project portfolio to include resource management in multi-billion dollar, international corporations

CORE COMPETENCIES:

Service Level Management Vendor Management Service Desk / Help Desk Management Project Management Relationship Management Technical Support Management Process Re-Engineering Staff Recruitment & Development Management Reporting International Experience

PROFESSIONAL EXPERIENCE:

Confidential, New York City

National Service Desk Manager

Responsibilities:

• Manage technology support for 17,000 retail end users in 800 stores and 500 corporate users across the USA.
• Application, infrastructure and supply chain support.
• Responsible for continuous service improvement (CSI)
• Direct staff and vendor activities, including training, coaching, mentoring and governance
• Manage key vendor relationships from both operational and contractual aspects.
• Responsible for SLA and KPI conformance.
• Using ITSM tool “ServiceNow” for metrics reporting and trend analysis
• Work with senior business executives to align support deliverables with business requirements
• Conduct support procedures re-engineering resulting from Root Cause Analysis determinations
• Provide regularly scheduled and ad-hoc Incident reporting to senior IT and business management

Confidential, Philadelphia, PA

Service Delivery Manager

Responsibilities:

• Manage service delivery between Comcast business units and strategic, offshore application, infrastructure, and service desk vendors (service desk supports 15,000 Comcast employees)
• Establishment of best operating practices in communications, project management, root cause analysis, resource demand management and issues management
• Negotiation of Statements of Work up to $15 million
• Development and implementation of processes/procedures for work order processing, root cause analysis, management reporting and vendor remediation
• Provide consultative services to Comcast business units to improve services via outsourced managed services

Confidential, Somerset, NJ

Lead/Senior Project Manager

Responsibilities:

• Work Streams, SMEs (35) Project Plan, Project Controls, Status/Milestone Reporting, senior management presentations.
• Handled all issues management, budget, and project change control
• Responsible for integrating Level 1/Level 2/Level 3 support, deskside support, remote support, process and procedures, ID & risk management, and service management tool (from Service Desk Express to Remedy) into the Confidential Service Desk in Manila, Philippines
• Maintained project documents repository

Confidential, Bridgewater, NJ

Consultant - Service Desk Manager

Responsibilities:

• Created a brand new, 24x7 Service Desk to service domestic and European Cloud Computing clients
• Hired, trained and managed Service Desk staff
• Developed and implemented ITIL compliant Service Desk operational procedures
• Streamlined and standardized customer invoicing procedures
• Developed and implemented standardized new customer On-Boarding process and documentation

Confidential, Bedminster, NJ

Consultant - Service Delivery Manager

Responsibilities:

• Development and implementation of infrastructure On-Boarding documentation for multi-billion dollar clothing retailer
• Three months of extensive training to be onsite Service Delivery Manager for Confidential -ISD

Confidential, Philadelphia, PA

Service Desk & Deskside Support Management/Project Management/Change Management

Responsibilities:

• Managed operations of 20 person, outsourced Service Desk that supported 125 regional
• Chaired Change Advisory Board and was Change Manager for all USA system related changes
• Implemented Single Point of Contact (SPOC) for Incident/Problem Management and Service Level Management.
• Directed buildout of new offices and shutdown of closing offices including network, telephony, computer infrastructure, servers, leases, recycling and landlord negotiation components.
• Developed and implemented standardized Statements of Work (SOWs) and Due Diligence Processes for the on-boarding of new customers.

Confidential, Jersey City, NJ

Associate Director

Responsibilities:

• Leadership role in the re-engineering, implementation, and continuous improvement of the Information Technology Infrastructure (ITI) service delivery and support procedures for Help Desk.
• Aligned with key members of service delivery organizations, both USA and Switzerland, to analyze processes, develop and implement process improvements, and provide service delivery BOP consulting.
• Reduced by 25% the vendor cost ( Confidential USA & Confidential Europe) to perform branch office IP Telephony Confidential by creating a centralized change management install/move/add/change (IMAC) process for IP Telephony for 500 branch offices across the USA. Process components included web based request/reporting methodology for the Service Desk and successful negotiation of statement of work with Tier 1 support vendor to do IP telephony Confidential at branch offices. Benefit was standardized process resulting in more consistent delivery of remote office IP telephony Confidential for both the investment bank and wealth management business units in the United States and Switzerland.

Confidential, Rutherford, NJ

Manager - IT Infrastructure, Help Desk & Service Delivery

Responsibilities:

• Managed infrastructure operations service delivery functions and staff and project portfolio for USA WAN/LAN networks, file/print/database servers, wireless and remote communications; help desk, deskside support and infrastructure change management. Delivered these services for all Americas locations with both internal staff and outsourced vendors.
• Eliminated $3.5 million in annual costs for duplicate communications and systems infrastructure by project planning and managing the successful communications and systems integration of Confidential which was acquired by Confidential .
• Led onsite project team of 15 network and systems technicians, successfully enabling the acquired company's employees to have full access to the Confidential ’ corporate computing systems and email.
• Implemented standardized help desk and ITIL change/problem/incident management processes consistent with Confidential .
• Delivered global access and support to applications and Internet for 9,000 customer attendees and 100 senior executives and conference staff.
• Successful result was the ability of prospective and current customers to have a hands-on experience with all of Confidential products in support of Confidential Global Sales Initiative.
• Conducted regular management briefings on Service Level delivery and associated metrics.

Confidential, Philadelphia, PA

Help Desk Director / Project Manager / Program Manager

Responsibilities:

• Planned and directed the re-engineering of the USA enterprise-wide Service Desk by consolidating five, divisional service desks into a consolidated Service Desk. Implemented a regular program of cross training and integrated the Service Desk Analysts with the Level 2 and Level 3 technicians in the network services and applications development teams. Negotiated and established service levels with five divisional, sales vice presidents. Subsequently outsourced the Service Desk resulting in $1 million annual savings.
• Directed WAN vendor Confidential in the reduction of $3.5 million per year in communications costs by converting 125 field offices from frame relay wide area communications (WAN) to Virtual Private Network (VPN) WAN. Acted as Project Manager, SPOC and as senior management’s liaison.
• Slashed $1 million annually by consolidating five help desks into a single, centralized help desk.
• Negotiated $1.3 million annual savings on a three year laptop procurement agreement with Confidential .
• Creatively developed, implemented and provided governance for company-wide ITIL change management process.
• Managed complete PMLC and SDLC which reduced unscheduled system outages by 40%.
• Confidential certified the process and system as Sarbanes-Oxley Section 404 compliant.
• Planned and directed the re-engineering of the Confidential procurement process resulting in 60% faster delivery of product, improved financial reporting and a 90% reduction in billing discrepancies.

Confidential, Morristown, NJ

Consultant - Service Desk Project Management Consultant / Manager

Responsibilities:

• Built in 45 days a 40-analyst, outsourced Service Desk for field sales force automation support for Confidential .
• Interviewed over 100 people, procured chairs, desks, computers, headsets, software, office supplies, and worked with the Confidential infrastructure staff to implement Service Desk telephony, network infrastructure, and ITIL based support processes (i.e. change management, issues management, problem management).
• Liaised with technical services, network services, procurement, facilities, outsourced WAN vendors and human resources. Sourced 40 people, including two supervisors and a trainer.
• Result was that Confidential field sales reps had the Service Desk support they needed at the time they needed it in order to make revenue generating sales calls.

Confidential, Wayne, NJ

Consultant - Technology Services Director

Responsibilities:

• Implemented change, problem and incident management procedures as well as negotiated Service Level Agreements.
• Created a brand new Service Desk to support the new network and applications portfolio.
• Created a 10 person Help Desk from scratch to provide 24x7 support for all retail supermarkets - support included infrastructure, applications, hardware/software, facilities and outsourced wide area network.
• Project managed and provided governance to Confidential as the prime outsourced network contractor/vendor. For the first time, consolidated, retail category management reporting could be done to improve sales and Internet access was now available to utilize remote, web based applications.
• Managed the Avaya contract for support of the outsourced, corporate-wide telephony services contract.