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VP - Site Support Manager for Global Markets Resume Example

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VP - SITE SUPPORT MANAGER FOR GLOBAL MARKETS
Summary

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).


Core Strengths
  • Effective team leader with strong analytical and problem solving abilities
  • Excellent presentation, communication and interpersonal skills
  • Decisive in critical situations
  • Detail oriented and fully accountable
  • Ability to diagnose and resolve complex IT related issues
  • Identifies defects in inefficient processes and drives improvement and automation
  • Leads global projects and senior level initiatives
Accomplishments

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.

Experience
VP - Site Support Manager for Global MarketsSep 2002 to Current
Bank of America / Merrill Lynch - New York, NY

VP - Site Support Manager for 222 Broadway and NYSE (Jul 2009 - present) 

  • Manage end-user technology support for 3000+ Global Markets and GWM associates in NY Site and branch offices.
  • Site Team Lead of premium level support technicians at 222 Broadway and NYSE.
  • Provides technical support to local and extended sites under GMSS organization.
  • Creator of global self-support service portal generating $232k+ in operational savings
  • Manager of Enhanced Engagement Initiative for improving the support model.
  • Liaison to technology project managers for local and global projects.
  • Contributor to in Metrics & Stability Initiative which accounted for a 20% reduction in incident tickets over past year.
  • Involved in BCP, application and product rollouts, Windows 7 rollout, network changes and local infrastructure changes.
  • Member of GMSS Extended Leadership Team to identify/discuss current and future technology changes, service disruptions, impact and remediation.
  • Provides leadership and direction during significant incidents and critical outages.
  • Assists in troubleshooting of escalated incidents and takes ownership until resolution.
  • Mentor/Supervisor for technology interns within Year-Up program.
  • Responsible for hiring of team staff as well as their annual review process.

AVP - Team Lead & Site Lead- Desktop Support - NY (Jan 2005 - Jul 2009)  

Contractor Site Lead - Desktop Support - NY (Sep 2002- Jan 2005) 

  • Manage all ML Bank end-user technology support at NY site for associates, traders, directors and C-level executives.
  • Troubleshoot user and site related issues while providing white glove support of desktop hardware, network connectivity, financial applications, email, Blackberry devices, VPN connections, and Windows XP desktops and laptops.
  • Collaborate with branch office site managers to maintain uninterrupted service to all five Global Bank Group sites and over 2000 associates.
  • Assist server and engineering teams in many technology and network related projects including Windows 2000 and XP migrations.
  • POC for site's software distribution, laptop encryption and Windows patching.
Freelance Technical WriterAug 2001 to Jun 2006
Ziff Davis - PC Magazine - New York, NY
  • Authored several technology articles in renowned industry publication: PC Magazine (both print and online): http://ericfellen.com/pcmag/pcmag.htm
Asst. Director of Network OperationsSep 2000 to Apr 2002
Brokerage Systems Technologies - New York, NY
  • Planning, implementation and support of infrastructure for trade execution self-clearing startup firm.
  • Co-designed and built out complete data room including: cabling, UPS power backup, Unix and Windows NT/2000 servers, database cluster, storage area network, backup system and network infrastructure.
  • Managed market data and telco circuits to demarcation in data room.
  • Systems administration Windows NT/2000 server and AD environment.
  • Exchange 2000 Server administration of mail accounts and public folders.
  • Provided technical support for 130 proprietary traders and personnel.
IT Support Technician and Head of Tech Research & Development Jul 1999 to Sep 2000
Worldco, LLC - New York, NY
  • Provided full hardware, software and network support for 500+ proprietary financial traders.
  • Coordinated, configured and tested software/hardware in UAT environment.
  • Researched and tested latest technologies for future adoption.
  • Made configuration recommendations for servers, storage arrays, and workstations.
  • Worked directly with technology vendors in pricing and service negotiations.
  • Configured and installed Windows NT/2000 Servers and Workstations.
  • Product owner and administrator of Remedy Help Desk and its implementation.
Systems Technician / Assistant EditorAug 1997 to Jul 1999
Short-Enz Digital / Post-Op Video - Hollywood, CA
  • Designed and integrated Media 100 and Avid Non-Linear computer based edit systems.
  • Built and configured Macintosh and NT editing/graphic workstations and large RAID storage arrays.
  • Provided clients with technical assistance and support.
  • Maintained internal office computer network and back up systems daily.
  • Provided client site support and configuration of equipment.
  • Assisted editors with production projects.
Certifications

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)

Education
Bachelor of Fine Arts, FilmLong Island University, C.W. Post Campus - Brookville, NY
Drexel University - Philadelphia, PA
Affiliations

NY Enterprise Windows User Group - Leader (2009 to present) (member since 2000) 

  • Meet quarterly with community user group at Microsoft's NY headquarters.
  • Explore and share common technology issues and solutions.
  • Introduce new and trending technologies for the enterprise.
  • Provide industry experts and guest speakers for deep dive discussions.

Boy Scouts of America 

  • Committee Member and co-Den Leader for local Cub Scouts troop.

JCC 

  • Avid participant in community center and annual fund raising events.
Skills

Technology Support Management 

Site Management 

Project Management 

Incident Management and Escalation 

Trader and Executive Support 

Remote Access and Mobility Support 

Business Continuity Planing and Testing 

Networking 

Systems Administration 

Market Data and Financial Trading System Support 

Business Technology Relations 

Vendor Relations 

Public Speaking 

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Resume Overview

Companies Worked For:

  • Bank of America / Merrill Lynch
  • Ziff Davis - PC Magazine
  • Brokerage Systems Technologies
  • Worldco, LLC
  • Short-Enz Digital / Post-Op Video

School Attended

  • Long Island University, C.W. Post Campus
  • Drexel University

Job Titles Held:

  • VP - Site Support Manager for Global Markets
  • Freelance Technical Writer
  • Asst. Director of Network Operations
  • IT Support Technician and Head of Tech Research & Development
  • Systems Technician / Assistant Editor

Degrees

  • Bachelor of Fine Arts , Film

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