SUMMARY:

• I possess over 15 years’ experience in IT infrastructure operations and support / service.
• I have supported internal and external customers including consumer electronics end users, small business users, financial market traders, sales / staff, and attorneys / staff.
• I have managed multiple cross functional technical teams located multiple cities & sites including corporate offices and Trading floors.
• These teams have consisted of tier II and III technical support, global support call center, global helpdesk, desktop support, enterprise change management, priority one incident escalation / management, problem management, knowledge management, and technical documentation teams.
• I have managed up to 35 directs. I am ITIL certified in IT Service Management.
• I have been directly responsible for and am comfortable with ITSM, enterprise change management approval / rejection, Priority one incident escalation management, RCA / problem management, client satisfaction, SLA development / management, support process development / management / improvement, KPI & metrics (performance and service level) development / tracking / reporting, project management, resource management, cost center budget planning / control, conflict resolution, creative problem resolution, knowledge management / document control.
• I have built and maintained strong relationship with LOB management, enterprise NOC engineering, application development and other cross functional teams.
• I am results - driven, proactive, experienced in multiple client services disciplines.
• I thrive in fast-paced environments and am eager to contribute to the success of my employer by maximizing performance while maintaining the bottom-line.
• I pay meticulous attention to detail and am well-organize.
• I possess strong interpersonal and communicative skills and display a very strong sense of urgency.
• I see the “big picture” but not afraid to challenge current systems, process or beliefs if the opportunity to improvement is present.
• I am an easy going team player with a great sense of humor.

EMPLOYMENT HISTORY:

Cunningham

IT Operations / Support Engineer

Responsibilities:

• Day to day IT support of Attorneys and office staff
• MS Windows OS upgrade XP to Win 7
• Legal and office application install / maintenance / upgrade
• Network administration
• Cisco VPN
• Knowledge Management /Staff training / documentation
• Video Conferencing
• Document Imaging
• Video editing
• CD duplication
• Virus / Malware removal
• Support process development / documentation
• Trial prep / Litigation support / Building out trial cases utilizing Sanction software
• Court room technology support
• PC / Printer maintenance
• HW / SW install, upgrade, support
• PC production image builds / update iPhone / iPad / Blackberry support
• Image, configure and deployment of new PCs
• Project Management

Confidential, Chicago, IL

VP / Operations Manager

Responsibilities:

• Process Development / improvement & documentation, Development of support metrics and SLA’s

Confidential, Chicago, IL

VP / Program Manager

Responsibilities:

• Develop & Manage Incident management, problem management and change management teams.

Manager Help Desk / Call center

Confidential

Responsibilities:

• Incident reporting / resolution / assignment.
• Escalation of Priority One incidents to Production Assurance Team.
• Service request entry / assignment
• Network and application account administration.
• IB GCS N.A. Midwest Change Management - (3 direct reports) directly supporting 3000 IB Traders, Sales, Operations and Developers located in Chicago and North American Midwest regional offices. Primary responsibilities include:
• Chair weekly change review meetings with change requestors, approvers, implementers and LOB principals to ensure change communication, identify all impacted areas, timelines, test and back out plans, LOB awareness, readiness and signoff.
• Ensure that all Enterprise Change Management processes are followed and ECM tool properly utilized.
• Verify that all changes are at 100% readiness before implementation date.
• Ensure that any failed changes are reviewed at post mortem to determine failure root cause/s and to react accordingly to these determinations.
• . Midwest Production Assurance / Priority One Incident Escalation - (2 direct reports) Directly supporting 3000 IB Traders, Sales, Operations and Developers located in Chicago and North American Midwest regional offices. On-Call 24x7 pager rotation.
• Assume ownership of escalated Priority One incidents through resolution

Confidential, Chicago, IL

Responsibilities:

• Identify impacted business units and notify same.
• Request or join existing bridge calls
• Identify and communicate breadth and scope of issue.
• Document all in ticketing system
• Collect information for cross functional resolver teams as requested
• Communicate incident progress to Service Delivery Manager
• Participate in weekly IB Priority One incident review and in root cause analysis calls.
• IB GCS N.A. Midwest Desktop Support - (18 direct reports,16 engineers & 2 supervising team leads) Resolving desktop incidents remotely and face to face and executing service requests within prescribed and documented timeframes.
• Miscellaneous project related work. On-Call 24x7 pager rotation.
• Directly supporting 3000 IB Traders, Sales, Operations and Developers located in Chicago and North American Midwest regional offices.
• Enterprise Change approver for Investment Bank, NA Midwest Region supporting 3000 IB Traders, Sales, Operations and Developers located in Chicago and North American Midwest regional offices.
• Monitor ticketing systems for all open, production impacting incident tickets. Identify VIP impacts, possible emerging priority one issues, excessive resolution times, recurring issues, other anomalies.
• Act decisively to identify and interpret impact of severity 1, 2 and 3 support issues on businesses, services and or processes.
• Open and maintain communications with representatives of affected business units to indentify, document and communicate actual business impact.
• Coordinate cross functional resolvers / owners to mitigate immediate impact, escalating were applicable.
• Document incident fix, work with aforementioned cross functional teams to identify and document root cause and determine, propose and implement preventative action plan to reduce or eliminate recurrences.
• Represent Investment Bank on JP Morgan Global Production Assurance Process team.
• Development & implementation of quality standards, processes, procedures and performance metrics that align all with department & corporate goals, while adhering to ITIL service delivery model.
• Develop objectives to ensure the delivery of high quality results within defined SLAs and budget schedules ensuring that those objectives conform to corporate standards, operational best practices and user requirements.
• Review analytical data, client satisfaction returns, etc. to identify gaps in service levels and then determine corrective action and tactics for improvement and implements preventive measures.
• Create and execute career development plan for each direct report to assure the continuous skill and professional development of team members.
• Define the specific achievement levels needed for personal and department success.
• Set baseline expectations, monitor results and encourage group toward high level performance.
• Appraise associates performance against accountabilities and assess development opportunities.
• Set and communicate department strategy and goals

Confidential, Chicago, IL

Responsibilities:

• Establish, implement and monitor client satisfaction surveys & operational quality assurance.
• Meet regularly with business heads. Analyze client feedback to identify their needs, expectations, definition of service quality, and opportunities for service improvements.
• SLA development / management
• Process development / control / improvement
• KPI Metric development / tracking / reporting
• Project management
• Resource management
• Asset Management
• Cost center budget control - 2M
• Manage and resolve conflict within department.
• Acts as a resource to customers, providing creative problem resolution
• Lotus Notes to Microsoft Outlook conversion for IBCM&A business unit.
• Clean up of old open incident tickets that are auto-generated via monitoring or other systems. Identify and work with ticket owners to reduce breached open ticket count from over 160,000 some of which had aged two years or longer to less than 2,000, none of which exceed 30 days in age.
• Successfully led teams through two major corporate mergers. Bank One / JP Morgan Chase and JP Morgan Chase / Bear Stearns with no measurable impact to existing supported clientele.
• Experienced a 40% increase in supported user base with no additional support staffing and no measurable or perceived decline in service levels.
• Develop, document and implement support escalation process.
• Develop, document and implement asset recording / management process
• Successfully developed and deployed tightly integrated support processes and performance metrics resulting in significant improvements in problem resolution and service request execution times.
• Negotiated a preferred customer status with CRM vendor that equated in a departmental savings of 38% off the cost of software licenses.
• Worked with facilities management to negotiate a 1.5 million dollar reduction in departmental costs associated to site services and 3rd party electrical / site services contractors without sacrificing service levels.
• Drafted and presented a plan designed to convert all department network infrastructure to building supplied UPS power saving the department substantial annual upgrade and maintenance costs.
• Consistently achieved “Exceeds or (high meets) expectations” ratings in annual management performance reviews.

Confidential, Rolling Meadows, IL

Tech Support Engineer

Responsibilities:

• Manager Confidential Consumer product division global support call center.
• Calls exceeding 1000 per day.
• Supporting modems, network devices, webcams, speakerphones and Palm ODA products to external customers globally.
• Design, implement and manage Confidential Tier III Tech customer support team that served as liaison between front line support and Product Management / R&D.
• Design, implement and manage Confidential Global Client Support knowledge management team.
• Responsible for designing and implementing a customer, web accessible knowledgebase containing support and configuration information aimed at promoting client self help and at the reduction of support calls received.
• Identify and implement KM standards in accordance with industry best practices.
• Managed retail product documentation team.
• Responsible for creation of all in box product documentation.
• Documentation translation and localization for global distribution.
• Designed, Implemented and Managed Tier III GCS Team.
• Consistently maintained a 94% overall call closure ratio and an 89% call closure within 48 hours ratio over a 2-year period.
• Successfully coordinated and managed a worldwide support escalations team.
• Recruiting engineers from Confidential 's global response centers located in the Americas, Europe, the UK and Australia.
• By designing and implementing a client focused on line Knowledgebase my ream was able to reduce incoming call center support calls by 24 %.
• By implementing customer satisfaction surveys I was able to contribute to a 12% increase in customer satisfaction level.
• 55% reduction in operations costs by establishing “preferred customer” contracts and volume discount pricing with vendors.