SUMMARY

• Strategic thinking, highly adaptable professional with extensive experience developing and evaluating EUC stack solutions aimed at improving quality and efficiency.
• IT leader with success analyzing business needs and providing infrastructure, service, and telecommunication solutions.
• Expertise in ITIL methodology (five cycle service process of Strategy, Design, Transition, Operations, and Improvement) and providing on - time and in-budget results.
• Team leader and business collaborator who thrives in high-pressure environments.

AREAS OF EXPERTISE

• Service Management
• Vendor Management
• Change Management
• Strategic Infrastructure
• Relationship Management
• Team Development
• Complex Project Management
• Standardization and Security
• Process Improvement
• Focus on Customer Needs, Results
• Closed Loop Corrective Action Problem Solving
• Product Management
• Cost and Time Savings
• Multi-lingual (English-Spanish-Portuguese)
• Agile/Scrum Framework

TECHNICAL SKILLS

• Dell, IBM, HP, Lenovo, IPC, Wyse, Oracle and Mac’s
• ESXi, Windows Server 2003/2008 R2, 2012 Enterprise (Hyper-V), Windows 7/10, iOS
• Dell Power Edge, IBM vFiler (Virtual File Cloud Storage Solution) IBM vFiler (Virtual File Cloud Storage Solution), HP StorageWorks Integration 2011
• Cisco, SonicWALL, Splunk, Bluecoat, VPN and VNet (Cloud) IBM Cloud Solutions, Azure, AWS, WVware, Citrix
• Agile, Scrum and ITIL v.3
• Office 365, SCCM, SEP, Cylance, Jira, Service Now, ITSM, MDM, EUM, Airwatch, OKTA, CRM

PROFESSIONAL EXPERIENCE

Confidential

MANAGER

Responsibilities:

• Led customer service and security focus toward standardization across IT and the organization. Manage and developed IT leads and technicians; engaged customers at C-level to determine service requirements. Effected changes to achieve a 10% improvement in customer service quality results.
• Handled day-to-day infrastructure operations related to computer equipment, data center, databases, telephony, network, and other technology including Windows 7, Windows 10, Office 365, OKTA and Macs among others.
• Managed the Help Desk and Production Support teams to guarantee adherence to set processes, reducing call volume by 15%.
• Provided technical and design advice to benefit development in support of product initiatives.
• Set technical architecture strategy to meet corporate growth and other strategic priorities required with a fast growing company. continued…
• Enhanced equipment including migration from Vonage Polycom to a Cisco conferring module phone system with internally managed PBX (Private Branch Exchange) and the upgrade of Creston Audio/Video systems allowing for matrix solution and conference presence on multiple panels from different locations.
• Redistributed usage of onsite UPS (Uninterruptible Power Supply) systems, increasing utilization from 4% to 75%.

Confidential, New York, NY

ASSISTANT VICE PRESIDENT, IT OPERATIONS

Responsibilities:

• Drove service improvements via gap analysis, review of Service Level Agreements (SLA) and Key Process Indicators. Created executive dashboards with ongoing performance reports.
• Implemented and enforced the IT Service Management framework of people, processes, and technology supporting problem, incident, knowledge, asset, and change management IT End User Technology team.
• Created hardware recycling process and yielded over $60,000 in a year to acquire new hardware investment.
• Managed Print Services approval project focusing on cost savings (23%) for secure PIN and badge printing.
• Devised the Windows XP/7 migration initiative from planning, design, implementation and execution.
• Reviewed and implemented Corporate Security policies across all business lines; developed workplace recovery test and business continuity contingencies with InfoSec.
• Implemented IBM Cloud Solutions (WYSE Thin Client Solution), including VPN, VPC, Trading VPC using VDI.
• Delivered business solutions by working collaboratively with business representatives; provided Tier 3 expert engineering support on complex user and infrastructure issues.
• Instituted the End User Computing knowledge base and shared document repository using Confluence.
• Coordinated required technologies utilized for the annual investors conferences consisting of over 600 clients.
• Managed all virtual trading applications, including FIDESSA, Bloomberg, Murex, CRM, Raptor, Broadcast BR, CitiVelocity and Trades Notes, delivering stellar end-user resolutions and service.

Confidential

BUSINESS INTEGRATION MANAGER

Responsibilities:

• Led a team of five analysts ensuring trading and information access to senior executives, 1500 customers on the trade floors, and high profile clients in a 46K user environment.
• Implemented Desktop infrastructure projects at group, local, regional and global levels, integrating with designers, leads, and subject matter experts at multiple locations.
• Realigned business groups to create synergy among departments and reduce resource utilization by 25%.
• Streamlined trading applications by reducing latency and increasing executing trades by 10 seconds.
• Restructured business operational groups to comply with IT Risk and Audit standards, reducing operational risk factors by 18%. Developed IT governance, security, and business continuity procedures while standardizing technical and service approaches to increase efficiency and business capabilities.

Confidential

CLIENT RELATIONS MANAGER

Responsibilities:

• Improved SLA performance from 84% to 96%; managed large projects with multiple leads and analysts. 
• Member of a cross-competency team that leveraged resources among departments to formulate plans for business solutions, business case development, and management of customer requirements.