• Manage the daily operations of Citizens Bank Endpoint Device depots in RI and CA• Drive continuous process improvement, efficiency, quality, and availability• Exceed SLAs and manage customer expectations • Coordinate hardware build and deployment activities with third party vendors• Provide supervision to staff of business analysts and technicians• Leads depot technicians in image deployment activities in accordance with build procedures• Responsible for demand… Show more • Manage the daily operations of Citizens Bank Endpoint Device depots in RI and CA• Drive continuous process improvement, efficiency, quality, and availability• Exceed SLAs and manage customer expectations • Coordinate hardware build and deployment activities with third party vendors• Provide supervision to staff of business analysts and technicians• Leads depot technicians in image deployment activities in accordance with build procedures• Responsible for demand management of all provided hardware using ServiceNow• Manage the shipping of devices to Citizen Bank locations and employees’ homes• Responsible for the communication strategy for delivery and return of hardware devices• Implement appropriate procedures to track, manage, and report on assets and inventory• Manage the disposition of hardware returns – determine devices that can be redeployed and provide oversight of vendors that repair damaged assets• Oversee the decommissioning process and reporting of hardware assets• Support Business Resilience hardware requirements• Partner with Community of Practice leaders in the evolution of Hardware Lifecycle Management (HLM) aligned with industry standards• Enforce IT Asset Management practices within the scope of CTS devices Show less

• Advisor to clients on networking, desktop, laptop, and printer support• Build and deploy laptops and desktops for clients• Train clients to use their electronic devices for time management

• Perform varied law enforcement and peace keeping duties• Provide watch for county and federal inmates• Participate in Community Service initiatives

Managed a team of 7 system/business analysts, as a shared services team, responsible for the up-time of enterprise-wide environments supporting mission critical business initiatives. • Designed and delivered an improved corporate training environment that spanned multiple US sites, 3 international sites which included over 2,300 workstations• Implemented a virtual desktop environment granting an additional 1,000 remote learners access to the environment• Led PC Refresh Program… Show more Managed a team of 7 system/business analysts, as a shared services team, responsible for the up-time of enterprise-wide environments supporting mission critical business initiatives. • Designed and delivered an improved corporate training environment that spanned multiple US sites, 3 international sites which included over 2,300 workstations• Implemented a virtual desktop environment granting an additional 1,000 remote learners access to the environment• Led PC Refresh Program including funding, purchasing and deployment of more than 2,500 desktops with the latest version of the windows operating system • Managed the migration and training of the Learning and Development organization to the latest version of MS Office • Collaborated across departments to ensure a highly focused on target training experience for the associates • Key member of the Business Continuity Team that developed contingency plans, managed testing and employee notifications Show less

Enterprise-level manager responsible for IT Managed Services across multiple geographical sites and 56 employees.• Integral member of team responsible for consolidating 20 geographically-dispersed business units into a single, coherent service and support organization• Consolidated multiple regional helpdesks into a single national support call center• Established and managed support offerings for customers, consisting of more than 9,000 desktops, 360 servers, network, and… Show more Enterprise-level manager responsible for IT Managed Services across multiple geographical sites and 56 employees.• Integral member of team responsible for consolidating 20 geographically-dispersed business units into a single, coherent service and support organization• Consolidated multiple regional helpdesks into a single national support call center• Established and managed support offerings for customers, consisting of more than 9,000 desktops, 360 servers, network, and telecommunications systems providing 24x7 technical support• Developed ITIL processes and metric reports using HP ServiceCenter resulting in our ability to identify and correct recurring issues and address reported incidents in a scalable, repeatable manner• Upgraded and migrated 20,000 desktops to the latest Microsoft operating system and 15,000 users to Active Directory with little or no impact to customers• Ensured that all desktops and servers conformed to corporate standards related to patching, virus detection and mitigation, and industry best practices• Held a leadership role in the global initiative migrating all supported customers to the Windows 2000 file and print platform• Led Crisis Management (P1 or Sev 1) calls to manage outages and major interruptions of service• Implemented Disaster Recovery and Contingency Plans onsite during 9/11 tragedy ensuring that 700+ NYC associates were operational upon stock market reopening• Developed crisis management escalation procedures, led the testing of contingency procedures, executed contingency plans, and maintained the disaster recovery desktops and servers Show less

Managed all levels of testing and coordination of mission-critical Retail Workstation projects with a team of eight QA Analysts.• Managed production incident support and Quality Assurance on projects to roll out 4,000+ Windows NT workstations to customer facing phone sites and investor center representatives. • Managed Retail Workstation and Automated Telephone System Labs to track incidents, coordinate problem resolution, and manage the testers during Systems Integration Testing… Show more Managed all levels of testing and coordination of mission-critical Retail Workstation projects with a team of eight QA Analysts.• Managed production incident support and Quality Assurance on projects to roll out 4,000+ Windows NT workstations to customer facing phone sites and investor center representatives. • Managed Retail Workstation and Automated Telephone System Labs to track incidents, coordinate problem resolution, and manage the testers during Systems Integration Testing and User Acceptance Testing. Show less