SUMMARY

• 20+ Years of Information Technology as Leadership / Business & Project Managers
• Collaborate with business counterparts to understand and prioritize their book of work, identify data requirements, ensure source data availability in the appropriate data environment and engineer
• Strong project management skills that include balancing multiple projects, clearly identifying milestones, deliverables, resource requirements, and due dates
• Oversee multiple projects and IT programs, coordinating the new network infrastructure; refresh of old Legacy system/equipment to next generation technologies
• Contributes to BCP strategy by assisting leader in the review of policies and procedures for BCP and DR Test
• Strong Technical and Function Documentation creating clear and well - defined process flows and ability to identify gaps in business requirements.
• Analyze available data, baseline metrics and trend over time to show improvement.
• Participate in establishing and improving metrics and Key Performance Indicators (KPIs) across geographical locations.
• Leading and driving IT operational risk initiatives across multiple functions and G eographical Locations.

PROFESSIONAL EXPERIENCE

Confidential

Information Technology Consultant

Responsibilities:

• Current projects working with Health Care Providers
• Implement and maintain system requirements Hardware & Software (Microsoft Office 365, Workspace, Servers and Desktop)
• Proficient in Microsoft Office tools: Outlook, OneNote, Word, Excel, PowerPoint, Project and Visio
• Work with business units to identify requirements (cost, Technical, functionality, performance), provide networking solutions and drive projects forward.
• Ensure service improvements are defined via metrics, root cause analysis, problem management
• Remain current with emerging technology and its applicability to the business.

Confidential

Tech Ops Manager / Project Manager

Responsibilities:

• Oversee multiple projects and IT programs, coordinating the new offices including but not limited to network infrastructure.
• Oversee ITIL service process architecture, including incident management, ITSM change management.
• Accountable for all production systems and environments, including but Not limited responsibilities for effectiveness and efficiency And Ensure infrastructure expectations are met in support of All LOBs (Line of Business)
• Manage operational continuous services improvements and drives innovation to ensure SLAs and KPIs for the critical business processes
• Strong project management skills that include balancing multiple projects, clearly identifying milestones, deliverables, resource requirements, and due dates
• Leads VWS Documentation to create documentation where none exists, and organize existing data in a format that is easily consumed by the Wintel L2 team
• Leads implementations of Workload tools to help with necessary technology to meet organizational objectives
• Leads High Chatter Application to identify the high chatter (top talker) applications and issues, then proceed with remediation plan for common issues.
• Leads Access uplift and Orphaned SID's in MS Active Directory and Windows Servers Administrator, PowerShell Scripting and .NET
• Leads implementation of Multiple Projects and structure each project so that each team member works efficiently on a task-by-task basis in order to meet larger project milestones and objectives
• Collaborate with business counterparts to understand and prioritize their book of work, identify data requirements, ensure source data availability in the appropriate data environment and engineer
• Technology Resiliency / Risk Management of both internal and external resiliency exercises
• Managing the decommissioning of Servers and existing network equipment
• Leads SharePoint Handover Page, Servers Support Home Page
• Leads SRE Team and PowerShell scripting for ServiceNow
• ITSMs Change Review and approve over 500 ITSMs on monthly basis
• Managing Onboarding/Offboarding regional Staff process
• Manage P1s and HOT P2 tickets to ensure we meet SLA and drive down to the resolution
• Act as primary point of contact for all incident escalations, across GTI and All LOBs
• Act as liaison between business stakeholders, development team, and testing team
• Engaging and partnering with executive and Senior Management with Root Cause Analysis (RCA) workarounds and remediation actions
• Minimize breached and aged tickets ensure we drive down to final resolutions
• Anticipates problems and analyzes ways to mitigate the risk and follow up with LOBs.
• Responsible to support process improvements to continuously improve the stability and performance of the applications
• Leads iCTO interrelation from L2 Perspective and received excellence Nominations Bi-Weekly ICTO - CIB Event Monitoring
• Automated daily report to identify workload and discussed with ticket optimization call
• Identify and lead optimization efforts, service integration and service improvement across business units including the adoption of self-service and RBA automation
• Minimize breached and aged tickets ensure we drive down to final resolutions
• Ensure that processes, roles, responsibilities, and other supporting documentation are regularly reviewed, updated if necessary.
• Ability to moderate large meetings leads Staff meeting on weekly basis and track down all upcoming issue and address SAs concerns.
• Leads Managers / Leads call on weekly basis and track all actions
• Provide regular status updates to senior management and provide recommendations for the process to mitigate any future risks by developing high quality presentations and materials
• Direct team priorities which include recruiting, training, motivating coaching and evaluating the performance of staff in multiple locations
• Weekly one on one’s with my staff to ensure we have Development plan created for each team member
• Ability to communicate technical concepts to non-technical audience
• Leads Production status & Handover calls at beginning and end of shift.
• Taking all opportunities to support individual and organizational achievement and growth
• Drive a culture of Customer Service Obsession and Operational Excellence to ensure that all operational services and their performance are measured and meet business unit service level requirements and Communicating Expectations clearly and concisely
• Communicating goals so everyone understands them and their role in achieving them Keep executive communications concise and action oriented
• Customer focused attitude that highlights a desire to provide outstanding technology services and support to a fast-paced business environment
• Motivating and inspiring direct reports to achieve results in alignment with the mill vision and goals
• Creating an environment where the team achieves zero significant events in Environmental, Health and Safety

Confidential

Project Manager

Responsibilities:

• As Shift Manager Leverage all available resource to ensure we deliver high value of customer services
• Provide operational support for Network included but not limited to 5000 Chase Branches and 40000+ Windows 2000 / 2003 / 2008 and UNIX /Linux Servers. Responsibilities also include application upgrades, PROD UAT Dev servers patching, Exchange 2003, Citrix Support and VMWARE
• Strong Knowledge with both manual and automated software quality assurance methodologies and best practices.
• Experience in Managing complex Branches T1/T3/LAN/Metro Ethernet Network
• Managed applications testing and migrations, Circuit Provisioning,
• Managing insourcing / outsourcing Verizon team and finalize plans over 35 engineers
• Manage and provide full break/fix support in a multi-tiered, multi-platform environment
• Managing break fix maintenance activities for network and distributed infrastructure
• Responsible for the daily processes executed by each of the Operational production support organizations
• Collaborate with business counterparts to understand and prioritize their book of work, identify data requirements, ensure source data availability in the appropriate data environment and engineer
• Accountable for all production systems and environments, including responsibility for the overall enterprise-wide effectiveness and efficiency
• Leads multiple projects and structure each project so that each team member works efficiently on a task-by-task basis in order to meet larger project milestones and objectives.
• Leverage MRT Tools to ensure we are SLA compliance as well as Aging and Untouched Tickets
• Ensure we track all Chronic and repeated issues in SharePoint tracker
• Manage and Monitor P1/HOT P2 incidents for engagement and drive down to the resolution
• Managing vacation planner to ensure we have enough resources
• Managing new JPMC Candidate Technical Evaluation to ensure we have high qualities of technicians
• Managing Onboarding/Offboarding process
• Ensure and Leverage skill set for all CISD technicians and Training new members of CISD to be up to speed with peers
• Manage weekly call with Vender and Escalation to vendor management and leading periodic service reviews of vendor performance
• Ensure we follow the runbook provided by LOBs and Validate all type of alerts