Director of Performance Technology Resume Smithfield, RI - Hire IT People

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

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.