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Click here or scroll down to respond to this candidateCandidate's Name
Waldwick, NJPHONE NUMBER AVAILABLEEMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLEEDUCATION: Cornell University - MBAState University of New York/AlbanyBS in Business Administration/Management Information Systems CERTIFICATION& TRAINING: PMI Project Management Professional (PMP) Certified ScrumMaster (CSM)ITIL v4 Foundation CertificationAWS Certified Cloud PractitionerMicrosoft Certified Azure FundamentalsSix Sigma methodologies working knowledgeWORK EXPERIENCE:Consultant September 2023 June 2024TIAA/Nuveen IT Program Manager Created IT policies for Incident Management, Problem Management, and Change Management. Created custom dashboards/reports and customized forms in FreshService Creating Change Management process focusing on implementation plan, backup plan, risk assessment, etc. Performed Gap Analyses and designed Service Improvement Plans. Documented IT processes including on-boarding/off-boarding, backup/restore, remote computing, wireless computing, etc., and made recommendations for process improvements. Created training materials for Intune/Azure administration. Documented procedures for mitigation of risks identified by internal Compliance team. Documented IT policies in Employee handbook.BetMGM Jersey City, NJ February 2022 September 2023 Senior Manager, Head of IT Service Delivery Created ITIL based IT service management framework that aligns with BetMGM goals and strategy. Conducted weekly/monthly IT Service Reviews with senior management including CEO. Created ServiceNow dashboards for use by technical teams. Provided guidance on best practices for Incident Management, Problem Management, and Change Management. Participated in weekly Change Advisory Board (CAB) meetings. Coached teams on providing RCAs focused on lessons learned and mitigating risk of recurrence. Reduced Major Incidents from 40+/month to <20/month. Reduced Incident Mean Time To Resolve by 50+%.RSM US LLP Edison, NJ May 2021 February 2022 Client Technology Advisor / Project Manager Projects included data center power down/power up, network infrastructure upgrade, etc. Led client engagements for managed services clients including Amicus Therapeutics and StubHub. Conducted weekly/monthly/quarterly service reviews with clients. Ensured delivery assurance and compliance with SLAs, KPIs, and overall terms of SOWs. Collaborated with client on ServiceNow workflow improvements. Collaborated with RSM partners on service improvements around Incident Management and Problem Management. Created ServiceNow dashboards for use by technical teams. Participated in Change Review process to ensure successful implementations. Completed monthly client billing.HITACHI CONSULTING CORPORATION Madison, NJ October 2018 May 2021 IT Service Manager / Project Manager Allergan Account Acted as the single point of contact on managed services contract with HCCs largest client, Allergan plc. Managed transition activities as Hitachi Consulting assumed control for provision of Infrastructure, Office365, SAP Basis, Network/Telecom and Service Desk services. Responsible for all Service Management functions including management of P&L, Problem Management, Change Management, Continual Service Improvement, and presentation of Service Reviews and Quarterly Business Reviews (QBRs) to C-level management. Chaired innovation/automation efforts to reduce P1 Incidents by over 60%. Ensured compliance with SLAs/KPIs. Produced and analyzed ServiceNow reports on aged Incidents and Service Requests. Managed relationships with third party vendors/partners including Presidio and oXya. Managed project financials/P&L. Projects included service transition, ServiceNow integration, SAP Basis optimization, etc. WPP New York, NY June 2015 October 2018IT Customer Service Manager / Project Manager Managed relationship between WPP and managed service provider (IBM) ensuring that IBM met contractual obligations and delivered a high level of service. Projects included office relocations, data center power down/power up, service desk cutover, etc. Developed strategies to address customer escalations and customer communications around Severity 1 incidents. Conducted monthly service reviews with key stakeholders to report on SLAs, metrics and trending. Identified continuous improvement opportunities and implement process improvements to improve Customer Satisfaction by over 20%. Provided oversight on desktop upgrades and patching. Interfaced with Change Management to ensure timely, seamless implementations. Produced and analyzed ServiceNow reports on aged Incidents and Service Requests. DEPOSITORY TRUST & CLEARING CORPORATION (DTCC) Jersey City, NJ July 2008 June 2015 IT Governance Architect / Project Manager Served as the single point of contact for all issues related to ServiceNow. Managed project to convert IT service catalog offerings from a Lotus Notes environment to ServiceNow including management and tracking of enhancements/defects, end user support and training, and presentation of SLA metrics to senior management. Partnered with Change/Release Management team to re-engineer ServiceNow enhancement process. Established ITIL standards and processes involving Incident Management, Problem Management, and Change Management, and designed measurement tools to document compliance with standards. Managed SLA automation project, reducing processing time by 75% and providing metrics on demand. Produced management reporting structure, detailing SLA attainment by business line and providing for improved client satisfaction. Led efforts to identify root causes of SLA breaches and to mitigate the risk of future events. Managed implementation of the CAST application security tool to mitigate risk of security vulnerabilities, unauthorized access, unauthorized modification, etc. MERRILL LYNCH & CO., INC. New York, NY June 2006 July 2008 VP, Project Manager Managed 100+ IBM contractors providing desktop support and associated vendor management. Established a PMO function for GMDS utilizing PMI best practices, leading to projects being completed on time and within budget at a rate of over 90%. Drove favorable customer satisfaction ratings to 94% utilizing ITIL service delivery methodologies and Voice of the Client feedback to identify perceived gaps in service delivery. Managed a portfolio of GMDS projects in excess of $2.5MM. Led process re-engineering initiatives that reduced monthly departmental costs by $50K per month. Produced weekly performance metrics and dashboards for review and action by senior management. Drove efforts to lead Platinum SLA attainment percentage to 92% from levels routinely below 80%. Chaired monthly meetings to review/approve/reject suggested amendments to service contracts. IBM, GLOBAL SERVICES DIVISION April 2003 June 2006 IT Financial Analysis - AT&T and Medco Accounts Franklin Lakes, NJ Managed Strategic Outsourcing accounts in excess of $100MM, utilizing IBM Application Developers located in the US, India, and Canada. Formulated strategies that resulted in an additional $500K of gross profit. Created reports for senior management that detailed revenue/cost/gross profit forecasts and actuals vs. forecast. Monitored headcount and the effect of headcount fluctuations on profitability. Conducted reviews to ensure compliance with internal IBM controls and SOX regulations. Created financial models to evaluate viability of potential projects involving human resources or capital expenditures - including but not limited to break-even, ROI, NPV, and IRR analyses. Responsible for month-end accounting close, including general ledger reconciliations, accruals, and deferrals. Business Aligned Project Executive JP Morgan Chase Account - New York, NY Position was transferred to IBM as part of the service contract signed by JPMC and IBM in December 2002. Duties were consistent with my previous position at JP Morgan Chase. JP MORGAN CHASE & CO. New York, NY February 1999-April 2003 VP, Business Aligned Service Delivery Manager Investment Management & Private Banking Served as the primary liaison between 5,000 clients in the JP Morgan Chase Investment Management business and Enterprise Technology Solutions (ETS), the Firm's technology organization. Developed and reported on SLAs, KPIs, and other performance metrics and led root cause analysis efforts. Developed and reported on Help Desk metrics e.g. time to answer, time on hold, resolution during initial call. Implemented requests for technology service and support - including negotiation of new services, implementation of service changes, and development of pipelines used for prioritization of upcoming projects. VP, Project/Program Manager Chase.com/LabMorgan Provided internal consulting and project/program management services to internal clients implementing content on the Chase.com web site. Billed time internally at a rate of $10K per month. Worked with internal clients to document business requirements, establish budgets, and forecast projected financial impact of technology projects. Briefed internal clients on the use of standard Bank tools for content management, security, reporting, and search. Developed detailed plans in MS Project that covered the full project life cycle. Senior Technical Officer/Webmaster Chase.com Coordinated content management program associated with the Chase.com web site re-launch, working closely with representatives from various business units including the Investment Bank and Credit Cards division. |
