Dedicated Level-3 service desk manager with track record in providing unparalleled technology support and client satisfaction while reducing overall incident requests. Excels at boosting performance and productivity by implementing innovative solutions and providing best-in-class services. Offers 18 years of IT support and management experience (16 yrs within the Financial Industry).
Created and developed a new self-assist video portal providing quick resolutions to end users without engaging the support desk. Championed and launched production site globally within four months. User adoption currently averaging 19% growth month-over-month. Overall technology support savings since June 2014 estimated at $232,000.
Took over initiative which was behind schedule, and successfully launched two incident reducing products in just 6 months by leveraging existing resources without need for additional funding.
Achieved "Exceeds" ratings consistently over the past 5 years for annual Year End Performance Reviews. Received multiple platinum and gold Global Recognition awards for providing outstanding support.
VP - Site Support Manager for 222 Broadway and NYSE (Jul 2009 - present)
AVP - Team Lead & Site Lead- Desktop Support - NY (Jan 2005 - Jul 2009)
Contractor Site Lead - Desktop Support - NY (Sep 2002- Jan 2005)
Six Sigma Greenbelt (Certificate - 2008)
ITIL (IT Infrastructure Library v3)
MCSE / MCSA (Microsoft Certified Systems Engineer and Systems Administrator)
CCNA (Cisco Certified Network Associate)
Dell Certified Premiere Access Technician (for Servers, Workstations, Desktops, and Laptops)
NY Enterprise Windows User Group - Leader (2009 to present) (member since 2000)
Boy Scouts of America
Technology Support Management
Incident Management and Escalation
Trader and Executive Support
Remote Access and Mobility Support
Business Continuity Planing and Testing
Market Data and Financial Trading System Support
Business Technology Relations
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