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Click here or scroll down to respond to this candidateCandidate's Name
3 Isabel Lane Old Bethpage, NY Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLELINKEDIN LINK AVAILABLEPROFESSIONAL EXPERIENCEInvesco New York, NY 8/2007 PresentManager Technology Customer Experience (CX) 03/16 - Present(IT Support and Implementation) Leader of the Technology implementation, support, and CX team for the NYC, Rochester, Boston, and remote wholesaler support teams encompassing roughly 1,000 users, 4 offices, and remote users ensuring smooth day-to-day operations for incident, request, change, and problem management. Security and stability are top priorities while navigating complex compliance, regulatory, and other frameworks allowing for a seamless Work from Anywhere(WFA) environment. ITIL methodologies (ITIL 4 trained) are leveraged while adhering to agreed upon KPI metrics. Provide end-user white glove support as needed for incidents and requests all hardware, software, mobile, and video conferencing tools. Serve as an escalation point both internally to other Infra groups and to colleagues in various business units. Strong technical troubleshooting skills dedicated to prioritization and making fact-based decisions. Most experienced in Windows, Office365, MS Teams, Creston and Polycom conferencing hardware, Active Directory Users and Groups with admin privileges, and SCCM tools. Formal sponsor of Global SME Collaboration Services team resulting in a revamped MDM (Mobile Device Management) process thats now within all compliance and regulatory requirements. Unintended results are significant cost savings, increased experience leading by matrix management and more interaction with key stakeholders including Security Operations and Compliance. Communicate and partner with various business units and key VIPs learning more about their challenges, wants, and needs soliciting feedback to strengthen people, processes, technology, and relationships. Work across Tech Infrastructure teams, both Run and Build, to solve for current state issues and future state planning. The ServiceDesk, Infra Engineering, Security Operations, Stability, Networking, and all Collaborative Services teams are especially vital partners for Early Life Support (ELS), Technology Implementation, disaster recovery exercises, and other initiatives. Run weekly team and 1-to-1 coaching meetings resulting in improved performance as measured by KPIs and development of technical and soft skills. Skilled interviewer who looks for accountability, coachability, and team fit to build a forward-thinking culture of reliability and integrity. Responsible for IT Asset (Inventory) Management (ITAM) in ServiceNow ensuring that kit is refreshed, available and in stock while piecing together capital, expensed, and project budget allocations. Developed New Hire Welcoming Onboarding process from a Technology standpoint for all company joiners encompassing both universal and site-specific Tech info to know. Ran the "Day 1 Technology Operations" sub-stream during acquisition of Oppenheimer Funds bringing together all facets of client-facing technology creating a mostly seamless experience upon close of the transaction. Received 2017 Principles at Work Award recognizing "passion in our continuous pursuit of performance excellence" for the innovative New Hire Process mentioned above. Recognized as a 2018 and 2020 #OneTech leader by the Technology Executive Team for "behavior that bridged the gap between our diverse functional units by transcending your day-do-day responsibilities, delivering valuable results and responding to the needs of the overall organization". Promoted into Manager role during 2021 due to leading and further building high-performance teams during the pandemic along with accolades from various SPOCZ (Special Projects Outside Comfort Zone) by filling gaps and voids within the organization including facilities and corporate properties management. Active in mentoring junior staff who do not report to me both formally and non. Selected to be on various interview panels for prospective new joiners to Invesco. Leader of a Rising Career Network Progression Pod for aspiring or 1st year people leaders.Senior Analyst Information TechnologyContinual Service Improvement (CSI) 9/13 03/16 Charter member of newly formed CSI/Problem Management team dedicated to reviewing and analyzing data and procedures to identify areas of improvement. Deliverables included creating Service Improvement Packs (SIPs) aimed at streamlining activities related to global systems and services. Ensured that efforts resulted in tangible and quantifiable benefits by establishing clear sets of KPIs and reports. Implemented dozens of ServiceNow Enhancements (customized Helpdesk software modules) leading to increased efficiency measured by reduced time to close ticket metrics. Creation of the Book a Time with Technology Request remains a Top 10 choice by Invesco employees in the Technical Help Online catalogue. Wrote documentation and explanation of new technologies and processes for both staff and non-technology colleagues. Engaged and trained coworkers across sites to ensure quality, efficiency, and global standardizations of quality. Collaborated with IT Service Management (ITSM) sharing goal of reducing incidents and requests, reducing resolution times, preventing problems from reoccurring, freeing up staff capacity, and increasing client satisfaction while adhering to ITIL standards. Assumed leadership role within the group and presented to senior management and steering committees pitching potential projects, detailing progress made, and establishing future direction. Advanced Analyst Information TechnologyClient Support Services 8/07 9/13 Proactively provided day-to-day expertise and level 2 & 3 system support for desktop, network, and mobile environments gaining exposure, relationships, and content knowledge of various business units including Real Estate, Private Equity, Fixed Income (Municipal Bonds, Bank Loans), and Institutional Sales. Chosen for high visibility special assignments including the support of many Invesco Funds Board Meetings, Investor Day at the NYSE, WL Ross speaking engagements, and opening and moves of various domestic Invesco locations. Selected for local site leadership role within the Van Kampen (2010) acquisition and subsequent integration and Windows Workplace overhaul (2011) to new Microsoft SCCM and Windows 7 environment. Planned and managed projects for various initiatives including feasibility studies and subsequent implementation, hardware and software upgrades, change management, and business continuity/disaster recovery. Juvenile Diabetes Research Foundation (JDRF) New York, NY 11/01 8/07 Desktop Support Analyst 9/03 8/07Consultant Information Technology 11/01 9/03 Managed organizations technology procurement ($7 million/yr). Ensured requisitions, purchase orders, and invoices were accurate, inventory accounted for, and payments submitted on time. Solved issues and questions that arose. Managed yearly upgrading of all technology hardware. Responsible for vendor relation building and subsequent negotiation. Ensured assets were accounted for by self-imposed internal audit controls. Responsible for the direct support of workstations including hardware and software installations and the remote support of workstations, file servers, and telecommunications devices in regional chapters. Created report analyzing IT Department expenses for remote support outsourcing practices. Discovered most prevalent issues, composed documentation, implemented processes and solutions resulting in decreased outsourced costs by over$150,000/yr.EducationBaruch College, Zicklin School of BusinessMBA, June 2012 Finance and InvestmentsSyracuse University, Whitman School of ManagementBS, May 2001 Supply Chain Management and Entrepreneurship |
