Dennis Curry Email & Phone Number

New York, Ny, Us

New York, Ny, Us

Hicksville

Remote

- Directed and coordinated activities with departments concerned with the production of applications and services.- Managed staff, prepared work schedules, and assigned specific duties.- Reviewed activity reports and other performance data to measure productivity, team achievements, to determine areas requiring process improvement.- Established and implemented departmental policies, goals, objectives, and procedures.- Determined staffing requirements, interviewed, hired, trained new employees, and oversaw those personnel processes.- Monitored incident tickets to ensure they were handled efficiently and effectively to provide needed services.

- Worked closely with the infrastructure design and infrastructure operations teams, as well as 3rd party consultants.- Reviewed and analyzed data collected from the Network Services infrastructure reports.- Consulted with the Infrastructure Design Technical Lead to identify current operating procedures and to clarify project objectives.- Coordinated the planning, execution, and change control for multiple projects as assigned. Provided technical expertise and recommendations.- Participated in weekly meetings with the Infrastructure design teams to discuss progress and issues to be resolved, and report the progress on a weekly basis to the Infrastructure Technical Lead.

- Managed staff, organized work schedules, and gave out precise responsibilities to staff.- Determined staffing necessities and trained new staff.- Recognized and applied departmental rules, objectives, ideas, and actions.- Deliberated with staff members in regard to issues directly related to the data center and conferred with the executive team members as necessary.- Monitored incident tickets for the Operations Team to ensure they were acknowledged and handled properly.

- Coordinated a rapid and effective cross-sectional response to incidents and major incidents including escalation, follow through, dissemination of workarounds, resolution advice, documentation, and closure.- Coordinated swift and effective handling of major incidents.- Acted as point of communication for all IS support teams and executive management.- Enhanced and maintained Problem and Error Control processes.- Support in-depth investigations into IS related problems in order to minimize or prevent future breaks in service.- Conducted detailed analyses of data gathered via the Service Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues.- Lead investigations of incidents and problems, via the Root Cause Analysis.

- Managed the processing of incoming calls to the Support Desks via telephone and fax to ensure courteous, timely, and effective resolutions of client issues within the Help Desk Guidelines. Enforced request handling and escalation policies and procedures.- Worked with the Help Desk Manager to ensure 100% compliance of all service levels agreements for the Help Desk with our client.Monitored and tested fixes to ensure problems had been adequately resolved.- Worked with Help Desk Manager to track and analyze trends in support requests based on statistical reports.- Oversaw the development, implementation, and administration of support staff training procedures and policies.- Trained, coached, and mentored Support Technicians and other junior staff.- Monitored and responded to daily, weekly, quarterly, and yearly performance.- Managed internal and external resources for Projects such as implementations, upgrades, and site activations.