Vp, It Support Services
Saxon Mortgage/Morgan Stanley
Responsible for management and strategic direction for Desktop Support, Service Desk and Entitlements Provisioning•Built a first class support organization •Developed a structured customer service environment to better serve our customers more consistently, efficiently and expediently.•Created a lean, efficient and highly customer-focused Service Desk environment. •Key partner in creating a work from home Disaster Recovery Plan. Partner with senior business leaders in a technical capacity for managing the BCP.•Created a centralized IT Procurement process.•Implemented an IT Asset Management program including the creation of asset bar code scanning•Created Saxon’s formal Major Outage program significantly reducing down time.•Created a centralized entitlements provisioning group. Migrated all system entitlements provisioning from the business to one centralized team.•Built a comprehensive Entitlements/Identity Management program introducing industry standard controls to address compliance needs. Implemented security best practices.•Created an entitlements review program which encompasses fine grain business level reviews•Key partner in the process to create a role-based detailed Segregation of Duties matrix for applications/systems.•Implemented security best practices for desktop support •Created measurement programs, tools and reporting, including SLAs, KRIs, KPIs. Responsibilities:•Work with other IT department heads on strategic direction for IT•Assist and/or lead IT projects which have significant cross-functional impacts in IT and in the business•Responsible for the day to day operation of the Infrastructure Support environment•Responsible for managing the departmental/expense budget•Responsible for managing the IT capital budget•Responsible for managing the software and hardware maintenance budget•Responsible for all software licensing management•Coordinate and provide resources for all internal, external audits
