SUMMARY

• Information Technology Manager successful in various industries and overseeing teams
• Highly skilled in project, knowledge and technology management; overseeing work process and procedures;
• Dedicated and enthusiastic leader; motivates teams to perform at their best in providing excellent service and developing ongoing, profitable client relationships
• Brings cutting edge technology models, increasing overall productivity and significant cost savings

TECHNICAL SKILLS

• Project Management Professional (PMP) | ITIL | Lean Six Sigma | Training Professional | Customer Relationship Management | Vendor Management | Change Management | MS Windows | Mac OS | MS Office for Windows and Mac | Internet Explorer | Google Chrome | Skype | SharePoint | Service Now | Remedy | SAP | VPN | Oracle | Active Directory | Adobe Acrobat | Citrix | Documentum | LMS | HRIS | CRM | Workday | Trackwise | SDLC | Concur | Crystal Reports | Polycom Video Conferencing |

PROFESSIONAL EXPERIENCE

Confidential, Secaucus, NJ

Service Desk Manager

Responsibilities:

• Escalation point for all requests and incidents, as well as for addressing service quality issues
• Ensure SLAs including FCR, ASA, and Customer Satisfaction are met or exceeded
• Responsible for multiple vendors accounts as well as writing new SOWs
• Created Major Incident Management Process for All Americas, allowing for faster time to resolve
• Proactively built and maintain business relationships with key business partners, clients, agents and peers to ensure clear and effective communication and first class IT support for all luxury brands
• Communicate results of analysis to internal MIS team to help determine root cause analysis for problem resolution and to decrease call volumes
• Analyze quality metrics, customer satisfaction surveys and assess trends, to ensure service consistency
• Provide data and reporting of KPI’s and trends to internal teams and brands in ad - hoc, weekly, monthly or as required
• Provided Office 2016 training for all corporate offices including Skype for Business; 1000+ users
• Responsible for on-site support including video conferencing and training for all brands
• Create new support documentation for new applications and processes as needed
• Collaborate on multiple projects including; Office 2016 upgrade, yearly PC refresh and application rollouts

Confidential, Princeton, NJ

IT Service and Operations Manager

Responsibilities:

• Successfully led relocation of 600+ clients to a new facility and ensured technology was business ready; earning an Excellence Award
• Collaborated with the multiple vendors, successfully meeting or exceeding SLAs across the organization
• Prepared and maintained SOWs, SOPs and work instructions, ensuring consistency and compliance
• Provided classroom training and developed training materials, which improved clients skills and productivity
• Assisted Infrastructure and Operations Services staff in diagnosing, troubleshooting, and resolving network and communication issues, driving performance and ensuring up time
• Managed relationships between IT and non-IT groups, ensuring requirements were met and clients support needs were exceeded

Confidential, Brick, NJ

Engagement/Enterprise Service Manager

Responsibilities:

• Met contract SLA's, managed monthly budgets and billing, including P&L and negative margin for each account (each $1.5M+ yearly)
• Collaborated across several locations nationally with multiple groups and divisions for projects requirements, ensuring general issues and technical support needs
• Increased revenue by successfully negotiating additional project contracts and as well as a yearly cost of living increase for all contract rates; a $90k yearly increase
• Proactively looked for Process Improvements for hardware, software or procedural solutions resulting in significant cost savings
• Managed and negotiated multiple projects including a PC Refresh (1500+ machines) for the U.S. locations on time and within budget
• Sarcom team received the best Customer Service scores for 2011 for Maersk worldwide

Confidential, New York, NY

Program Office Manager

Responsibilities:

• Responsible for overall project/program administration, including planning, directing & controlling resources in complex work-scope projects ensuring compliance with customer specifications
• Accountable for budget, P&L and accruals for monthly maintenance and support contracts such as Tape, HW and Database maintenance, 24/7 support, dedicated support and per seat charges
• Managed services to Deskside Services for software and hardware support, SLA management, IMAC services, asset tracking and escalation management, exceeding clients requirements
• Crucial link between internal customers and the IT staff by gathering requirements, articulating needs, allocating resources and overseeing projects to their successful completion

Confidential

Senior Sales Associate Supervisor

Responsibilities:

• Successfully led and implemented all site initiatives including MS Office, Windows rollouts and upgrades, Server and Network Upgrades, PC Refresh Project, LAN Printer Refresh and Global Application Cleanup driving performance initiatives
• Shortened Service Level Agreement (SLA) time by 50%, streamlining process and decreasing installation costs by effectively managing and implementing new PC Installation delivery model within the U.S., Canada and Puerto Rico, earning an Excellence Award
• Project team lead for data gathering for RFP to outsource Service Delivery and application groups; once a vendor was selected, worked on the transition of Service Delivery from in-house to a 3rd party vendor for 10 months which included knowledge transfer and training
• NJ team lead for transition to new ticketing system, Remedy Request System, including gathering requirements, testing, deployment and training of new users, improving support structure

Help Desk Manager

Confidential

Responsibilities:

• Managed 12+ analysts & vendors, providing 1st level hardware, software and technical support to 25,000+ clients worldwide in a 24x7 environment, consistently meeting or exceeding monthly service level agreements (SLAs); successfully led Help Desk projects for multiple BMS Top Ten Projects
• Successfully managed Global Calendar Upgrade Project, converting 25,000+ clients worldwide over to a new calendar system, earning a President’s Award. Project delivered on time and within budget
• Analyzed metrics from problem management and ACD systems, performed root cause analysis, historical and future trending forecasts, and developed enhanced processes leading to improved customer service and more accurate metrics