SUMMARY:

• Results - driven IT Professional with a solid history of effective leadership and operational support; adept at providing high-quality service and managing all aspects of IT infrastructure and development.
• Seamlessly manage and execute change, mitigating risk and leveraging best practices to improve productivity and reduce costs.
• Strong ability to achieve immediate and long-term goals. Proven ability to work in both independent and team environments.
• Approach solutions delivering combined strategic and conceptual knowledge with excellent presentation skills and hands-on analytical ability.
• Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.
• Excellent communication and diagnostic skills, reputation for productivity, decisiveness, innovation, complex problem resolution and professionalism.

PC SKILLS:

PC Assembly/Repair, NIC, Modems, Monitor, Laptop, Microsoft Office Package, Windows 7 & 8, Windows 2000 Server, Mac OSX 10.0 thru 10.6, Remedy, Service Center, NYMEX Access, NYMEX Clearport Clearing, NYMEX Clearport Trading, File Maker Pro, PC Anywhere, VNC, Cisco VPN, Citrix / Terminal Services , Symantec Antivirus Server, Adobe Creative Suite, SAP, LAN, WAN, iOS and Blackberry Devises, Blackberry Enterprise Server, Norton Ghost., Acronis, Revit, Newforma, POS Systems, Windows Active Directory, ITIL Methodology, Lotus Notes, Office 365, Cisco and Mitel Phone System Administration, Lync Administration, WebEx, Google Hangout, Polycom Video Conferencing, Skype, Quadra-Med, EPIC System.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

IT Operational Manager

Responsibilities:

• Works with Senior IT and business leadership to develop and deliver operational KPIs and associated reports.
• Ensure team quality results by communicating job expectations’; plan, monitor, and appraise job performance results; provide coaching, counseling, and discipline to team; initiate, coordinate and enforce systems, policies, and procedures.
• Delivers recurring metrics and SLA reporting on Service Desk projects and services, for use in executive dashboards.
• Provide leadership and guidance in all phases of project management activities to successfully achieve on time, quality results.
• Works and liaisons with the regional and global product line technical teams to ensure proactive systems monitoring and proactive problem resolution.
• Manages vendors and 3rd party suppliers to ensure that services are delivered in accordance with expectations.
• Provide telephone and in-person support to over 1000 end users globally, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
• Manage and create user accounts via Active Directory and Microsoft Exchange.
• Responsible for assuring users are provided efficient and timely first and second level support on a 24x7x365 basis.
• Performs staff scheduling to ensure 24x7 Service Desk on-site and on-call coverage.
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support, remaining on-call during off-peak hours to respond to high severity incidents.
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.

Confidential, New York, NY

Project Manager (Consultant)

Responsibilities:

• Report to owner on the status of jobs, manage technical projects of varying complexity to achieve the defined objectives of scope, quality, time and cost.
• Scheduling, managing, & coordinating the available labor, materials, tools, equipment, transportation, and technical expertise for a successfully implemented Confidential project.
• Successful planning, implementation, testing, training, and closing of high profile audiovisual and Confidential projects.

Confidential

Project Manager

Responsibilities:

• Managing projects while leading the installation of large displays, projectors and screens, Smart boards, speakers, amplifiers, audio/video switchers, mixers, Confidential ’s, control systems and video conferencing units.
• Coordinate with client regarding detailed scope of work, timeline, and schedules.

Confidential, New York, NY

Email Team Manager

Responsibilities:

• Manage help desk tickets via Confidential Remedy Service Desk to ensure resolution and proper follow-through of email team.
• Assisted users via Quadra-Med Client Customer Portal daily for Opening patient visits, discharge reversals, patient transfers and password resets.
• Provided 1st and 2nd Level support remote assistance via Bomgar for the 34,891 HHC employees that were spread across the five bureaus of New York.

Confidential, Madison, New Jersey

Senior Field Tech

Responsibilities:

• Responsible for handling all aspects of on boarding process for new real estate agents.
• Key points creating exchange accounts, setting up vpn accounts, setting up wifi access and install and configuring spyware and network mapping of network drives.
• Provide training for Microsoft Office Suite and all in-house Realogy cloud operating systems.
• Perform image capturing of base systems to be used as templates of office rollouts.
• Review and assist with system administrator to maintain and repair servers located at satellite office.

Confidential, New York, New York

Help Desk Manager

Responsibilities:

• Developed, managed, measured and reported on key service-level metrics.
• Leveraged Service Desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL) to drive continual process improvement.
• Main point person for resolving all senior level executive support tickets for telecommunication, mobility and workstation issues within and outside the office.
• Developed cost saving and productivity improvement plans by identify areas of transforming manual processes into self-service solutions, leveraging existing tools and/or identifying the need for additional technology.
• Responsible for all processes relating to the flow of support requests between the Service Desk and various technology specific support groups (i.e. Graphic support, AutoCad support, etc.) to ensure on- time technical support responsiveness for 2nd & 3rd level calls that could not be solved by the Service Desk.
• Maintained an advanced operational knowledge of the key industry MDM providers. (i.e. Airwatch Good, MaaS360, Mobile Iron or BES)
• Managed and provided technical support, training and facilitated repairs for the over 400 plus telecom lines with AT&T that consisted of Blackberry’s, Ipads, Android Devices and countless other mobile devices under our BYOD program.
• Performed Telecom Administrator duties on all models of phone system servers and phones used by

Confidential

Responsibilities:

• Managed a staff of helpdesk technicians, involving training, work schedules, ticket monitoring, and job coaching and performance evaluation process.
• Designed and handled all video conference, conference room and audio issues for our 17 plus conference rooms and 13 video carts
• Supported a staff of over 500 plus local users and 200 plus in multiple locations in an Exchange

Environment: with 98% uptime average over 48 month period.

Confidential, New York, New York

Overnight Trade Support Analyst

Responsibilities:

• Provided direct support for Senior Level Traders and CEO of trading companies.
• Resolved trade errors, trade adjustments and settlement issues following policy and procedural guidelines.
• Provided support, analysis and information to ensure that the following system operates smoothly for each trading session i.e. ACCESS, ClearPort Trading, ClearPort Clearing.

Confidential, Jersey City, New Jersey

Financial Technology Support Analyst

Responsibilities:

• Supported Windows NT, Windows XP plus 50 other in-house and off-the-shelf software applications i.e. Microsoft Office, Outlook 2000.
• Fielded an average of 40 calls ranging from ILX applications issues to Confidential card issues to other hardware and/or software issues with a resolution rate of 85%.
• Supported over 3000 users worldwide consisting of in house brokers and satellite offices worldwide.