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Director Of Performance Technology Resume

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Smithfield, RI

SUMMARY

  • Goal - oriented leader with extensive experience managing and developing customer-service focused technical support teams.
  • A proven record of accomplishment leading projects in technology support, product deployment, quality assurance, disaster recovery, continuity planning, and training across multiple states and locations.
  • Provided excellent leadership and mentoring to multiple highly successful technology teams for over 20 years.

AREAS OF EXPERTISE

  • Disaster Recovery and Business Continuity
  • Risk Identification and Management
  • Leadership and Mentoring
  • Business and Systems Expertise
  • Continuous Improvement
  • Technical Support

TECHNICAL SKILLS

  • Active Directory, Windows 10, 8, 7, Citrix, Altiris, Rumba, Eicon Access, TCPIP, SQL Server, Transact SQL, ANSI SQL, DB2, IBM 30xx, CMS, MVS/XA, TSO/ISPF/SDSF, CICS, OS JCL, COBOL

PROFESSIONAL EXPERIENCE

Confidential, Smithfield, RI

Director of Performance Technology

Responsibilities:

  • Delivered a world-class classroom experience to a corporate training environment comprised of 12 US sites, 3 international sites, 111 individual classrooms, over 2,300 workstations, and a virtual desktop environment allowing an additional 1,000 learners to access the environment.
  • Executed contingency plans during Hurricane Sandy and other major events to ensure proper employee notification and timely business recovery.
  • Developed and implemented the business continuity plan by collaborating with the Business Continuity Group and stakeholders across multiple states and locations.
  • Created and developed training environment budgets by collaborating with partners across the firm to ensure an excellent training experience for the associates in the classroom.
  • Established Service Level Agreements, Standard Operating Procedures, and process improvements to enhance the quality of service delivered to the business.

Director, End User Support Services

Confidential

Responsibilities:

  • Established and managed support offerings for customers, covering over 9000 desktops, 360 servers, network, and telecommunications systems providing 24x7 technical support.
  • During the 9/11 tragedy, implemented disaster recovery and contingency plans on site for our clients and business partners in New York, resulting in next-day recovery of the business.
  • Managed the build-out and support of disaster recovery sites in New Jersey to support business during 9/11; sites accommodated 1,200 associates and desktops.
  • Developed crisis management escalation procedures, validated contingency procedures, executed contingency plans, and maintained the disaster recovery desktops and servers.
  • As part of the Enterprise Management Team, designed, implemented, and led the enterprise-wide initiative to migrate over 20,000 desktops to XP and 15,000 user accounts to Active Directory.

QA Project Manager

Confidential

Responsibilities:

  • Managed production incident support and Quality Assurance on projects to roll out 4,000+ Windows NT workstations to customer facing phone sites and investor center representatives.
  • Managed Retail Workstation and Automated Telephone System Labs to track incidents, coordinate problem resolution, and manage the testers during Systems Integration Testing and User Acceptance Testing.

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