Alan M. Email & Phone Number

New York, New York, United States

• Define annual strategic initiatives and help design the long term technology road map.• Evaluate the usability, accessibility and cultural fit of technologies within the context of the Federation.• Adapt, deliver, monitor, evangelize and support technology programs that provide infrastructure and shared services to support the mission of the organization and improve productivity of our diverse organizational partners. Understand, evaluate and manage risks related to the program portfolio. • Create opportunities for continuous optimization of technology programs, operations process & quality improvement, automation, and standardization specifically with an eye toward equity and inclusion.• Analyzes and adapts new programs and projects to ensure they fit culturally and fit the overall technology stack. Evaluates the short and long term viability of technologies in support of the Program & Project Intake process, with lens on diversity, equity and inclusion.• Create and maintain communication guidance and standards to deliver consistent, targeted messaging that reinforces IT’s identity and brand and presents a single, unified voice with a lens on diversity, equity and inclusion. • Sharp focus on fostering an equitable and inclusive customer service environment and promoting an attitude of exemplary customer service and high integrity to IT staff and the organization

New York, New York

• Act as the single point of accountability to communicate industry standards - infrastructure and systems development - to business partners and vendors across various projects.• Adapt, create and manage strategic goals to ensure projects align with overall IT strategy.• Persuade and partner with leadership at all levels to facilitate ongoing improvements to IT standards to reduce decision making needs and improve collaboration• Adapt the Information Technology portfolio/project lifecycle. Organize and manage resource allocation across projects, operational work, update dashboards with report metrics to manage the project intake and prioritization process.• Capture specific features/aspects of client needs by delivering user-focused solutions on time and on budget by effectively coordinating with technical and non-technical staff and consultants by identifying risks and mitigation strategies.• Secure collaboration/agreement from business partners/colleagues/clients reflectingempathy of perspectives and identifying recognition of mutual/complementary interests translating business concepts into high level requirements.• Work closely with technical leads and business analysts on detailed designs and estimates for all technology initiatives.• Conduct vendor assessments and manage vendor relationships during implementation.• Communicate frequently with project stakeholders; write and present regular project status reports.Anticipate and plan for operational dynamics by identifying and communicating on project(s) risk. Provide guidance and support for risk mitigation and remediation plans.

Greater New York City Area

• Provide exceptional customer service.• Intake support requests and manage them to successful conclusion, coordinating with other parties is required.• Managing IT internal help desk staff and help desk application ensuring SLAs and goals are met.Provide end user support to some of key SaaS applications - notably Igloo, Google Apps, Okta, Blue Jeans, etc.• Serve as the AV and video conferencing solutions expert to end users.Build and report out on IT support metrics, including establishing KPIs and SLAs.• Oversee day to day management of PPFA issued mobile devices and strategy.• Collaborate with Information Security and IT Operations teams on special projects and initiatives.• Act as the representative of PPFA end users when working with partners and vendors to troubleshoot and resolve problems.• Create and maintain resources that will enable our users to help themselves solve problems.• Provide feedback to IT leadership on potential IT improvements - systems, tools, processes, etc.

• Provide great customer service.• Intake all support requests and manage them to successful conclusion, even if coordinationwith other parties is required.• Quickly help our users identify their problems and resolve/escalate as needed.• Provide end user support to some of key Saas applications.• Assist our staff with AV and videoconferencing needs and provide basic training in the use ofthe hardware and software.• Work with a wide number of various partners and vendors to troubleshoot and resolve problems.• Create self service how-tos and other documentation to enable users to help themselves solve problems.• Provide feedback on IT improvements - systems, tools, processes, etc.

Greater New York City Area

• Assess hardware, software, voice/data communications, and related infrastructure needs in multiple company offices• Perform repairs, installations, enhancements and moves of hardware, software, voice/data communications, and related infrastructure as needed • Manage inventory for main client mobile devices and laptop computers• Provide help desk support for multiple company offices by receiving customer calls, emails, faxes, etc., analyze problems reported, and arrange for quick resolution• Deploy/Clone new user workstations, laptops and mobile devices as well as Deploy/Clone classroom environment workstations• Record and track assigned work, preparing status and other reports as required

Greater New York City Area

• Responded to low level help desk tickets using help desk ticket application• Supported IT department team to follow up with clients to quickly resolve tickets• Used pcAnywhere and Logmein services to troubleshoot systems for out of office users• Documented any best practices learned and incorporated them into employee manual to improve department efficiency