PROFESSIONAL PROFILE

• A highly qualified IT Service Manager offering strong Team Leadership and hands-on Incident Management, Problem Management, Service Level Management, Knowledge Management, Service Design, Continual Service Improvement, and substantial administrative experience with a wide range of systems.
• IT Project Manager with substantial experience liaising between business and technical areas to achieve on-time, on-budget and on-spec project completions. Skilled in merging customer and user needs with business requirements, budgetary restrictions and logistical considerations to meet project deliverables.
• Efficient management of IT Operations based on ITIL compliant standards - developing effective methodologies and processes to enhance profitability and reduce support costs.
• Skilled in building efficient technology teams and motivating staff to top performance. Highly effective communication across diverse groups of staff and customers easily convey highly technical information to non-technical end-users. Excellent written and oral communications skills.
• Resourceful problem solver with proven ability to conceptualize solutions to challenging situations and implement practical, cost effective action plans.
• Ability to form and maintain strong relationships with key internal/external clients and vendors.

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Manager

• Manage IT Service Desk operations providing 24/7 support to all personnel -3000 users worldwide
• Build and Manage Service Desk staff - training, performance management and career development
• Restructured support model to comply with the ITIL framework and service standards
• Knowledge Base management - manage creation of user and support documentation instructions, procedure, escalation matrix, FAQ's, support processes and resolutions
• Preparation and analysis of service and performance metrics and reported to senior leadership
• Cisco Call Manager/ Call Center/Reporting, ServiceNow, Exchange/Outlook/Lync Admin, MS Office
• Extensive use of IIIL compliant tools for operations and metrics ACD, IVR, Active Directory
• Manage Service Level SLA/OLA compliance and constant service improvement
• Defined service level standards SLA/OLA for the entire IT department including project service levels
• Manage ServiceNow deployment and training heavily involved with custom development and integration
• Manage client support and effectively communicate IT solutions and procedures to clients and IT staff
• Manage IT Service Delivery for new hire on-boarding, IT orientation/training, user termination user accounts, email, phone/voicemail, asset tracking and peripheral requests, software requests, etc.
• Manage Mobile Device access account creation/termination, client support/troubleshooting
• Manage all IT support project deliverables Manage internal support processes and IT department training to support new systems, upgrades and process changes Outlook/Lync, SharePoint PeopleSoft, ServiceNow including firm-wide IT communications and notifications

PROFESSIONAL EXPERIENCE continued

Confidential

Consultant - Corporate IT Desktop Support Manager

• Manage team of 15 technical support engineers at Global corporate helpdesk including performance management and productivity reporting
• Level 2 support for troubleshooting VPN connectivity and resolve hard/soft token issues
• Trained technical support team on system and application issues, including creation of documentation phone and desktop support
• Maintained escalation matrix - raise all issues in Remedy ticketing system, including escalation to appropriate group, if necessary

Confidential

Consultant - Global Traction Systems Administrator-Project Manager

• Rollout of Traction application companywide to all office and factory/refinery locations
• Co-managed worldwide Level 2 support efforts for proprietary web application - Traction Web based Global Health and Safety Reporting System/BP Amoco 200,000 users worldwide
• Determine cause and resolution for system defects and discrepancies for further development
• Worked closely with developers to update, maintain, troubleshoot and test the Traction system
• Provided Global system/user training and support for worldwide Traction users and local administrators
• Created user and administrator documentation instructions, usage procedure, FAQ's, support processes

Confidential

Systems/Network Administrator

• Maintenance of server hardware and software HP Net server line , including daily backups
• Administration and support of local servers win2000/NT4 and local Clients win2000/NT4
• Creation of Web, File, File Transfer FTP servers on Windows 2000 platform
• Provide helpdesk and desktop support for over 300 users
• Administration of FTP user accounts and accounts database

Confidential

Consultant - Helpdesk Analyst

• Daily duties included troubleshooting of network connectivity, Windows NT settings and customization, and MS Office functionality
• Worked heavily with Microsoft Office and Microsoft Windows 95/NT 4.0
• Provided technical support to administrative 1000 users in a Netware and NT environment
• Administrative duties included creation of user/groups and file permissions on client side.