Experience

Job Seeker

• IT Services and IT Consulting
• 500 - 600 Employee

• Experienced Senior Desktop Service Manager

  • 2018 - Present

  Seasoned, highly accomplished technical operations and service manager with proven record of directing efforts for consistent attainment of SLAs and KPIs. Adept in partnering with customer stakeholders and decision-makers to define, understand, and meet complex business and technical requirements. Demonstrated success managing solution implementation and service delivery life cycles for diverse industries and environments; flawlessly oversee concurrent portfolio of customer-specific Service Desks and dedicated support teams. Deep expertise in development of complex contracts and agreements, including customer, vendor, and partner negotiation and relationship management. Advanced through progressively responsible, 19-year tenure, assuming responsibility for customer-facing desktop support services and 28 Desktop Technicians located across North America within IT consulting and service provider. Directed support and service delivery to strategic, international customers in the banking, insurance, trading, and aviation sectors, consistently achieving SLA and KPI metric objectives; flawlessly managed 4 separate Service Desks and teams serving 13 sites, including 24/7 support operations. Played instrumental role in customer contract renewals. Produced monthly performance metrics and customer-facing reporting. Led Desktop Technician recruiting, hiring, on-boarding, training, coaching, and mentoring. Show less



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Desktop Service Manager

  • Oct 1999 - Oct 2018

  Advanced through progressively responsible, 19-year tenure, assuming responsibility for customer-facing desktop support services and 28 Desktop Technicians located across North America within IT consulting and service provider. Directed support and service delivery to strategic, international customers in the banking, insurance, trading, and aviation sectors, consistently achieving SLA and KPI metric objectives; flawlessly managed 4 separate Service Desks and teams serving 13 sites, including 24/7 support operations. Played instrumental role in customer contract renewals. Produced monthly performance metrics and customer-facing reporting. Led Desktop Technician recruiting, hiring, on-boarding, training, coaching, and mentoring. Show less



VISTA COMPUTER SERVICES, INC

• Somerset, New Jersey

• Technical Support Manager

  • Oct 1995 - Nov 1999

  Oversaw IT infrastructure and technical support operations for publishing software provider with locations in the US and UK; managed IT hardware, networking, telephony, and business systems. Led customer-facing Vista Publishing System implementation projects, including installation, configuration, and monitoring, for UNIX / VMS platforms. Held accountability for customer hardware / software asset tracking. Oversaw IT infrastructure and technical support operations for publishing software provider with locations in the US and UK; managed IT hardware, networking, telephony, and business systems. Led customer-facing Vista Publishing System implementation projects, including installation, configuration, and monitoring, for UNIX / VMS platforms. Held accountability for customer hardware / software asset tracking.



AISCorp

• Bridgewater, New Jersey

• Director of Technical Support

  • 1992 - 1995

  Managed data center and field service teams within healthcare industry solution provider, directing enterprise-scale installation and upgrade projects for high-profile customers such as Coney Island Medical, Elmhurst, and Mt. Sinai. Drove revenue by 28% and slashed costs by 35%. Managed data center and field service teams within healthcare industry solution provider, directing enterprise-scale installation and upgrade projects for high-profile customers such as Coney Island Medical, Elmhurst, and Mt. Sinai. Drove revenue by 28% and slashed costs by 35%.



CODATA Service Inc.

• Milford, Connecticut

• Branch Field Engineering Manager

  • Sep 1986 - Sep 1991

  Launched field engineering practice, including staffing, purchasing, and service contract negotiation. Launched field engineering practice, including staffing, purchasing, and service contract negotiation.



Harris Lanier

• Software Development

• Assistant Branch Service Manager

  • Apr 1985 - Sep 1986

  Led product installation projects in collaboration with sales, field engineer, and support teams; played instrumental role in integration of 45 Exxon Field Engineers following Exxon Office Systems M&A. Led product installation projects in collaboration with sales, field engineer, and support teams; played instrumental role in integration of 45 Exxon Field Engineers following Exxon Office Systems M&A.



Exxon Office Systems

• Greater New York City Area

• Branch Field Engineering Manager

  • Mar 1977 - Apr 1985

  Earned swift series of promotions to hold responsibility for nation’s largest branch office, with $4.2M in annual revenue, overseeing 4 Area Managers and 47 Field Engineers. Earned swift series of promotions to hold responsibility for nation’s largest branch office, with $4.2M in annual revenue, overseeing 4 Area Managers and 47 Field Engineers.