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.