SUMMARY:

• Solid background in planning and executing ground - up implementations and organization restructuring.
• Hands on manager with highly developed negotiation skills and experience cultivating strategic business alliances.
• Creative problem solver with ability to drive revenue growth, resolve conflict and improve moral
• Proven ability to recognize and capitalize on new business approaches and enhanced services increasing customer satisfaction resulting in higher retention of customers
• Decisive team leader with extensive experience recruiting and hiring technical and support teams, developing talent and effective training programs.
• Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships with colleagues, customers and staff at all levels

EXPERIENCE:

Confidential, Washington, DC

Program Manager

Responsibilities:

• 27 person 24 X 7 Service Desk responsible specialized support for teleworking and office staff
• Lead a 39 person desk side support team, supporting home office and 11 regional offices
• Responsible for a 7 person asset management team
• 3 person Apple technology support group
• 2 person Microsoft certified trainers
• 2 person technical development group
• 8 person end user technology group specializing in BigFix, SCCM and McAfee
• 1 technical writer
• Responsible for an annual revenue of 9.5 million
• Member of the ISO9000 certification team
• 14 person White Glove Confidential group responsible for room scheduling and setup
• Primary contact / escalation point for all Service Desk issues with government
• Responsible for SLA reviews, improving services to exceed expectations

Confidential, Washington, DC

Sr. Manager, IT Support Operations

Responsibilities:

• Responsible for level one and two support
• Primary IT contact for new MFP multi-year contract with Ricoh
• Redesigned the IT Asset management process
• Completely updated existing SLA’s and Department goals to reflect the growing needs of the company.
• Planned and coordinated Remedy CMR upgrade to v8.
• Initiated new processes focused on bringing down cost per ticket and time to resolve SLAs.

Confidential, New York, NY

Manager, Internal IT Support

Responsibilities:

• Exceptional service attitude and high level of professionalism
• Many years of IT support services management, including professional help desk, training delivery experience in a global support organization with IT staff in multiple locations
• Exceptional relationship building capabilities
• Responsible for issue escalations
• Responsible for queue management across 7 regional queues.
• Insures that all new hires in regional offices are setup and ready to be productive day 1.
• Responsible for accurate asset tracking and equipment recycling.
• Motivator of a diverse 16 person team, providing training opportunities and career guidance.
• Responsible for scheduling and staffing both Tier 1 and Deskside support groups
• Staff and monitor our new Confidential Window
• Active member of the IT action committee for hardware and software approvals
• Developed escalation procedures between level 1, 2 and 3 support teams
• ITIL trained and certified
• Primary contact between Confidential desktop personnel and IT infrastructure
• Responsible for IT budgets, contracts and invoices for each field office.
• Member of the NYC chapter of the Confidential. Confidential Manager Class completed
• Special projects such as: office closures and openings, evaluation of ticketing systems, printers for corporate wide use. Responsible for all office correspondence / alerts to Confidential Field Offices.
• Insure Confidential IT and customer service policies are followed according to ITIL standards
• Currently using Siebel CRM ticketing. Familiar with other ITIL compliant ticketing as well.

Confidential, Morristown, New Jersey

Responsibilities:

• Consulting on Help Desk Improvements, Contract review and Project Management.
• Managed third party helpdesk performances based on SLAs.
• Helped evaluated and negotiate outsourcing of IT support helpdesks
• Provided “Train the Trainer” training to various support groups on customer service skills

Confidential, New York, NY

Senior Operations / Service Delivery Director

Responsibilities:

• Staff and direct the activities of 55 member group (24/7), consisting of: trainers, project managers, and QC, hardware, and asset management technicians.
• Review calls stats with clients on areas were improvements can be made and show value.
• Responsible for overseeing all special projects such as quality surveys, training and expansions.
• Responsible for hiring and overseeing technical and administrative staff.
• Primary contact for vendor relationships, contract and SLA reviews.
• Responsible for contract negotiations with outside vendors
• Responsible for the daily operations of a 15 person technical support department
• Facilitate cooperation between multiple groups, both in-house and within vender’s organization.
• Train staff on new procedures and software releases.
• Provide Project Management for cross-departmental projects.

Confidential, Stratford, CT

Director of MIS

Responsibilities:

• Worked directly with sales on building relationships with customers
• Directly responsible for overseeing the redesign and integration of all present information systems including customer databases, billing and invoicing, financial reporting and customer/sales support.
• Direct the financial administration & administrative methods & procedures for the MIS department.
• Manage the activities of 9 in-house programmer/analysts using Confidential.
• Sole decision maker for alternative hardware platforms for Confidential 's proprietary software with recent purchases of Sequoia series 400, Value $1.8 million and company wide client server Compaq ProLiant Series.
• Chairman of strategic planning for all long range programming projects.
• Responsible for million dollar MIS department budget supporting a 350 + user base.
• Primary contact/advisor for all computer related purchases, hardware/software contracts and outside Consultants.

Confidential, Parsippany, NJ

Manager Support Operations.

Responsibilities:

• Responsible for the training and customer-software support of Confidential -based distribution package.
• Developed pre-sale presentation to enhance prospective clients' perception of company.
• Responsible for staffing Tier 1 support group
• Extensively modified existing support tracking system to monitor call status from inception to resolution.
• Encouraged company awareness of support-group role as a vital factor in maintaining and satisfying existing customers.