Business Service Manager Resume
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Resume:
Career Profile
Highly organized IT management professional with the proven ability to manage multiple responsibilities and projects within a fast paced environment. Strong leadership of people and processes, optimizing capacity and capability of technical staff through ongoing coaching and mentorship. Service oriented and customer driven, offering a combination of technical, analytical and business skills. Ability to coordinate and direct various phases of project efforts in liaison with all levels of executive management and department heads.
Work History
Advanced Technical Services, Irving Place, New York / – Present
Site Manager Con Edison Account
• Perform SLA Management for seven major Con Edison locations in NYC, Rockland, and Westchester that include SLA attainment purposes utilizing two major tracking tools (Autotask, Remedy)
• Manage a Team of Technicians for onsite support at all Con Edison locations for Helpdesk Tickets, Break/Fix Services, Consumable Delivery Services, T&M Support for Out of Scope Service, and any additional IT Support for DBR Activities
• Provide Performance Evaluations for all Team Members and guide performance for Career Goal Attainment
• Coordinate Resource Management for services on External Accounts utilizing Team Resources as required
• Provide customer with Monthly Metrics Reporting statistics
ATOS/Siemens IT Solutions, Long Island City, NY / – /
Business Service Delivery Manager MetLife Account
• Built and led a successful team of twenty-seven technicians for Second and Third Level Helpdesk Support, Network Support LAN/WAN, and PC desktop (Microsoft/XP/Win/Lotus Notes/Office ) installations.
• Provided network infrastructure support in a CISCO/AT&T environment that included MACs for a customer base of over customers in the NY/NJ region.
• Performed SLA Management for five major NYC MetLife locations that included reporting to upper management for SLA attainment purposes utilizing two major tracking tools (IBM Lotus Notes/Task Tracker, Remedy).
• Supervised the Executive DBR activities at various locations for desktop and server Business Continuity exercises.
• Managed a team of Break/Fix Technicians for the support of all hardware in the environment utilizing the Alliance management tool.
• Developed best practice documentation for site support technicians to assure that SLA parameters for the desktop and printing environments were met.
• Coordinated the Break/Fix Technicians to maintain all current IT and Vendor Certifications (e.g., HP, Lenovo, and Xerox).
• Server Team Manager of Technicians that maintained Enterprise Regional Server Support for hardware, applications, data migrations, software updates, and server tech refreshes in an HP, EMC, and Microsoft environment.
• Interact with Software Distribution management team to discuss coverage and support for major software releases to the enterprise and sales environments.
• Monitored the Extended Service Agreements for various Executive Groups in the NYC Region including Corporate, Legal, and Alico LOB in the NYC tri-state area.
• Provided project management for DBR Activities supporting the Executive Group at several locations in the tri-state area.
• Maintained the utilization of the Symantec Live State Recovery Tool for all DBR Exercises on a regular basis. Included in these efforts were maintenance and software updates for the current tool.
• Conducted reviews and performance evaluations for employees including: target setting goals for the entire staff through the companywide enterprise tool.
• Responsible for implementing training and technician certification for all employees under my management.
• Handled key initiatives for the resource management of various projects including most notability the enterprise wide migration to Office . Resource allocation included hiring temporary technicians using the Corporate Enterprise Tool.
Work History (continued)
MetLife, New York, New York – /
Systems Consultant
• Supported a customer base of ,+ employees.
• Managed environmental facilities for technology centers in three major locations, as well as serving as a consulting group for three other New York facilities.
• Managed, maintained, and planned network Infrastructure changes that supported over , customers, as well as coordinated ITS/CSS support services for over , workstation moves annually.
• Served as an interface between ITS/CSS and F&S/Facilities Design, F&S Capital Projects (construction), and end-users.
• Collected customer requirements and planned for infrastructure upgrades/additions/changes to support their business needs. This included running weekly Business Customer/ITS meetings to track projects to their completion date.
• Provided infrastructure support for network changes in a Cisco environment and UPS systems, power distribution, and Lucent Systimax Category Structured Cabling Systems.
• Supervised the daily activities of the Lucent dedicated technicians with respect to all physical reconfigurations of the structured cabling system in the NYHO, Park and the Penn Plaza locations.
• Interacted with Lucent Technologies for Project Management with regard to all Lucent Technicians assigned to the MetLife account.
EDUCATION
Fordham University, Bronx, NY
BS Degree/Finance
Iona College, New Rochelle, NY
Masters in Telecommunications
TRAININGS
ITIL Training - /
RECENT ACCOMPLISHMENTS
Project and Resource Manager for an Office Migration Project to convert over , customers to the new Microsoft Office Suite.
