Annual recurring savings of $2.75 million dollars from large “re-negotiated” support agreements.
Implemented Onsite, Onshore and Offshore talent sourcing models (completed on schedule)
Worked with the Business and IT Teams to successfully implement new technical support vendors/partners.
Information Technology Director January 2000 to February 2013Cablevision Systems － Bethpage, NY
Major Entertainment Company providing Internet, Email, VoIP and HDTV/VOD to 3.2 million customers Information Technology Director: Researched, selected, implemented and managed multiple Vendor relationships Lead several RFI, RFP, MSO and SOW's.
Drafted and approved contract amendments/renewals.
Extensive Business Systems, Project Management and Business Relationship achievements.
Director of Information Systems with extensive experience in Customer Service technologies.
Directly responsible for Managing Infrastructure and Technical Application Support teams, Improved overall contact center system uptime from 99.93% to 99.99% through monitoring and proactive maintenance.
Maintained several JD Powers top system performance ratings.
Directed a Business Relationship Management team which was integrated within the Business Units.
Our IT customer surveys improved from C- to B+ under my lead.
Successfully managed over 45 IT Projects, with many coming in on-time, on-budget and with required Business functionality Extensive Strategic Vendor Management expertise and overall responsibility for System Availability (vendor performance metrics, report cards and SLA's).
Business Systems Delivery Consultant January 1999 to January 2000Stopka and Associates Consulting Inc － Uniondale
Client Company (Cablevision Systems) “contract-to-hire” and was offered a Senior Management position within Corporate Information Technology.
Started a new Technology Support team, centrally supporting over 110+ Business Applications.
Client Services Manager January 1998 to January 1999Pegasystems Consulting
Provided professional consulting services to multiple Fortune 500 Companies in Investments, Banking, Finance and Insurance areas.
My customers include Merrill Lynch, Guardian and JP Morgan Chase.
Implemented customized CRM applications to streamline money transfer reconciliations between World Bank Members.
Responsible for System Implementations, Project Management, Project Costing and all Customer Executive Level communications.
Assisted the Sales team in closing 3 major new accounts (Sales Support role).
M.B.A., Masters : Business AdministrationAdelphi University － Garden City, NYBusiness Administration
B.S : Management and EconomicsState University of New York － New Paltz, NYManagement and Economics
ITIL Certifications: by New Horizons Consulting ITIL v3 Foundation ITIL v3 Practitioner Pega Certified Project Management Project Manager Certification