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Director Of Operation Resume


  • IT Director of Operation and production management coordinator and w orkstation/ server professional with 16+ years of technical support experience predominantly in cutting - edge financial institutions; 11 years of managerial experience in the information technology field.
  • Highly organized, articulate, detail oriented, and excellent at troubleshooting under pressure; managing a team of 8 direct report Engineers working in a changing environments, and communicating directly with the team leading them in supporting the infrastructure of the network


Operating Systems: Windows NT, 3.51- Windows 2K & XP, Windows 7 & Windows 8 (Server/Workstation), Windows 3.1, ’95, ’98, 2000, 2003 and Windows 2008, Novell Netware 3.X - 6.X, UNIX

Applications: NASDAQ, Reuters (RTW), Kobra, Kapiti Market watch, Open Bloomberg, ADP (Power Partner), FactSet, News Edge, Multex, Visio, Remedy, Magic, Lotus Notes, GroupWise, MS Outlook, (Office ’95, ‘97, ‘2K, 2003 & XP, 2007, 2010, 2013), MS Project 2K, Peoplesoft 8.9Administer Track IT 6.5, 7.0 & Footprint

Protocols: TCP/IP, IPX/SPX, Net BIOS

Network Services: DHCP, DNS, WINS, Citrix

Administrative Tools: MMC/ Active Directory, SMS, Server Manager, User Manager (for domains), Enterprise Administrator, Blackberry Enterprise Server, Exchange Administrator, Citrix Mang. Console, Console1, ARCserve, Norton Ghost, DameWare

MS Back-Office: RRAS/RAS, IIS 4.0, Exchange Server 5.5 & 2000/03/07/10 &2013

Hardware/Pc’s: Dell, Compaq (Desktops and Servers), IBM, Toshiba & Panasonic

Hand-helds: Palm Pilot, TREO and Blackberry

Cards: ATM, Ethernet 10/100, PCMCIA, SCSI, STB, Matrox



Director of Operation


  • Manage a team of 8 direct reports, including Senior Network Engineer and 6, level 1-3 Engineers supporting 2000 medical and ancillary professionals in a 24 x 7 operation
  • Manage outsource helpdesk for all first call resolution and improvement of all technical process and appropriate escalations in alignment within the SLA’s standard set by the business
  • Responsible for all infrastructure projects, budget and communication to the business till full completion
  • Responsible for all aspect of IT infrastructure improvement plan and execution of hardware, software and renewals maintenance
  • Maintain a large multi-vendor LAN/WAN network (Cisco, Juniper, 3Com and Avaya) providing services to diverse business units in 9 locations
  • Manage all ISPs providers’ at all remote location, Bronx, Brooklyn, Manhattan, Queens and Westchester e.g.; Windstream, Lightpath, Verizon and Optimum to assure and provide highly available network services throughout New York City, including Metro Ethernet and MPLS services
  • Responsible for reporting metrics and trends on Incidents vs Request and implemented a Problem and Change Management process to assure root cause analysis and tracking changes on the network and align with the business
  • Hire all technical resources and provide technical courses as needed and coaching

Director of Systems Operations


  • Responsible for Management of 3 teams including Desktop Support Engineering, Network Engineering and Senior Wireless Engineering consisting of 13 team members.
  • Responsible for execution of the IT departmental strategies, planning, and managing of all activities within an assigned MSG IT area. This will include design, development, deployment and support of multiple IT systems and environments, including maintenance and enhancement projects utilizing a variety of legacy and new computing architectures.
  • Responsible for ensuring all strategies are met and assigned projects are implemented on time and within budget; maintaining open communication with the respective customers, ensuring customer satisfaction throughout the delivery process, and building the organization
  • Responsible for keeping all MSG infrastructure up and operational 7 days a week, 24 hours a day for systems with direct impact on MSG’s revenue stream and to support all MSG events.
  • Responsible in the initial planning and analysis on any new system or initiative and is involved in the analysis and selection of all new business systems
  • Responsible for all Desktop needs, including level 3 line management systems administration: hardware and software inventory management, desktop configuration management and security administration
  • Manage escalations of operational services request/inquires
  • Responsible for the standard operating procedures used by the Sr. Network Engineers and the Sr. Wireless Engineers
  • Oversee the stability of the IT infrastructure and ensure the team is meeting quality standards
  • Oversee the metrics agreed with management and business and report and track all metrics including SLA breaches, Incidents, Request, IT Procurement and Problem Management process: assuring all IT members fully execute an ITIL methodology to the business

IT Manager of Desktop Infrastructure


  • Management of all Desktop needs, including level 3 line management systems administration: hardware and software inventory management, desktop configuration management and security administration
  • Manage Desktop infrastructure life-cycle management including architecture solution design, procurement and installation, software and hardware certification, hardware retirement
  • Maintain Desktop Infrastructure as well as Disaster recovery for all offices in the Americas Region Bermuda, Argentina, Cayman Island, Philadelphia, Chile, Brazil and Mexico
  • Implementation of Desktop Infrastructure project at the local, regional and group level
  • Improve business capability and increase efficiencies by standardization of the technical environment and implementation of processes and service approach
  • Lead, mentor and supervise the Desktop Engineer team
  • Develop and conduct user training sessions
  • IT Service Management: Team functions includes SLA/OLA’s, Supplier Management(ownership of service), Change and Release Management, Access Control, 2nd and 3rd level, Problem and Incident Management, Business Continuity and audit review
  • Prioritize and escalate calls based on knowledge of the business impact of the reported problems
  • Maintain documentation regarding standards of service and applications procedures: Managing Change Request, coordinating user acceptance testing. Managing roll out of developed changes through the IT environments into live production. Managing 3rd party suppliers in accordance with OLA’s
  • Controlling and maintain user access to all applications used in the region

Regional Manager of Technology Support


  • Manage a team of 11 technicians levels 1, 2 and 3
  • Provide leadership to user access management, client engineering, client operations, incident management, knowledge management, problem management and support teams
  • Leads associates in the annual budgeting process and meet all financial obligations
  • Ensure continuous improvement of service and technical support across the Americas region
  • Collaborate with global BP&T organization on best practices, standards.
  • Manages service billing process to operating companies
  • Manages service catalog for the Americas region
  • Manages SLA’s for service outsource providers
  • Manages vendor contracts for Americas region (telecom, support services, licenses and others)
  • All monitoring of networks, servers and management of services provided in this area
  • Further development and implementation of regional IT policies and procedures
  • Further develop regional support processes and standards
  • Develop and manage regional service catalog (in collaboration with architecture and technology delivery team)
  • Manages team of support specialists across the region and provides coaching as needed
  • Manages deployment of end users computing hardware and software, including mobile devices
  • Manages IT asset and implement processes to further improve
  • Accountable to follow all compliance, methodologies and process standards, change Management and IT policies.
  • Manages internal audit process and requirements
  • Provide innovative approaches to efficiently managing end user devices and proactively prepare for BYOD challenges
  • Manage projects as required
Confidential, New York

Corporate Manager


  • Manage the desktop support group with 8 technicians delegating all technical issues for 13 sites in the Tri-State area
  • Overseeing project implementation and management’s acceptance of complex enterprise software solutions; facilitating project requirements discovery meetings and contract negotiations with vendors (conference calls, on-site visitations)
  • Coordinate the efficient implementation and modifications to the existing infrastructure upgrading all hardware and software that will support the capability of everyday changing technology
  • Analyzing information to determine, recommend and plan a layout for upgrades and modifications to the existing network infrastructure that will support the capability for future proposed projects or workload management
  • Coordinating resources, (internal staff as well as 3rd party consultants) in various activities relating to the planning and execution of projects
  • Managing cross-functional initiation to implementation with an emphasis on completing the project on time and on budget
  • Monitoring and forecasting trends in the in-bound call volume to improve the desktop response time and overall performance
  • In compliance with company standardization purchasing all IT hardware, software equip and recommending software and hardware solutions. Including the maintaining of software licenses and support agreements
  • Managing the asset management and procurement practices in maintaining and tracking of the IT inventory for the entire company
  • Identified recurring events, reported trends to management, recommended system fixes, and or additional training for IT staff

Project Manger/Senior System Analyst


  • Provide supervision and mentoring of a team of 6 technician in all remote locations, performing network configurations on all desktop, laptops, network printers, wireless routers and access points and peripherals
  • Coordinate activities by handling all desktop issues, work assignments, priorities and directing work of all-subordinates; and reporting recurring events, reported trends to management, recommended system fixes, and or additional training to staff
  • Administer Windows 2000 Active Directory, Netware 4.5, Windows NT Server and User Manager
  • Administer and Manage Windows 2000 Server groups, users and distribution list and handle all right of the directories on the network
  • Exchange 2000 administrator, creating accounts for all new hires using administrator tools
  • Administer remote access for users of Citrix meta-frame technology, VPN software and PC anywhere
  • Responsible for install, configuring and supporting 600 users using Windows XP, 2000, NT 4.0, Windows 98, 95 machines logging on a mix environment of Netware and Windows 2000, 2003 server running TCP/IP and IPX environment ;using Ghost imaging software
  • Install and provided support for XP Office, MS Office 2000, 20003, Netscape, Internet Explorer, Outlook 2000, 2003, Mcafee anti-virus, wireless, Netgear, Linksys, D-Link
  • Support all in house applications Worldox, TBG instant messenger and support market data applications Black Allocation, Factset, Global Access, Factiva Multex and Bloomberg
  • Support all remote sites London, Hong Kong, Paris, Germany, Boston, Atlanta and New York
  • Restore all files from the network using ArcServe and CommVault
  • Installs of all communication software: Citrix, Blackberries, Compaq Ipaq and Palm Pilots
  • Configured all network printers and local printers
  • Maintain inventory of all purchase laptops, cpu’s and software

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