Jeff Dooley Email & Phone Number

United States

Basking Ridge, NJ, US

Developed and matured a comprehensive Service Design function following ITIL methodology; implemented best-in-class standards for Vendor Management, Service Design, Service Delivery, and Service Management across an international Pharma landscape.

• Global Senior Leadership role responsible for Service Desk, Deskside Support, Program Management, IT Communications, Intranet, Collaboration, Video Conferencing, Identity and Access, Mobility, Corporate Divestitures.
• Created and improved End User Service Levels by delineating areas of responsibility for and coordinating work flows of Service Desk and Deskside Support teams.
• 15% reduction in global end user asset spend by harmonizing devices (laptops, desktops, mobile phones, audio/video systems) and reducing complexity of the IT support model.
• Developed consistent and transparent global IT communications protocols and strategies for both normal and BCDR-related incidents, increasing confidence and trust among end user base.
• Designed and implemented a global end user collaboration campaign utilizing emails, posters, banners, corporate TV and Genius bar walk-up booths. Campaign increased team collaboration by 30% and reduced reliance on.
• Led the successful migration from Cherwell to ServiceNow ticketing system, streamlining workflows, introducing reporting dashboards and KPIs, resulting in enhanced global SLAs across the End User Services Function.

Chestnut Ridge, NY, US

• Management responsibility for all IT operational and support activities across a major pharmaceutical manufacturing site.Accomplishments
• Implemented end user device life cycle policy and eligibility standards (laptops, desktops, cellphones, iPads, aircards), slashing total cost of ownership by 15%.
• Streamlined Deskside support policies and introduced SLAs across all personas.
• Managed and controlled the IT budgets for 4 domestic manufacturing facilities ($3.5 million annually).
• Supported all local telephony (cisco) and audio/video systems (Cisco/Crestron).
• Optimizing data systems between local and co-lo data center facilities, reducing costs and latency by 10%.

Switzerland 🇨🇭, CH

• Program managed the divestiture of all IT assets, vendors, data center, and IP across Hoffmann-La Roche's Nutley, NJ campus.Accomplishments
• Decommissioned Data Center and IT Infrastructure.
• Deactivated Telephony and Videoconferencing systems and support agreements.
• Retired and relocated IT applications, licenses, and accompanying systems.
• Sequestered and archived security, research, and environmental system data.

Switzerland 🇨🇭, CH

• Direct tactical delivery of IT activities across Roche's Nutley Campus - data center ops, LAN/WAN infrastructure, IMAC for Telephony and PC hardware. Managed all IT budgets, activities, and employees. Accomplishments
• Managed all local technical services including Customer Support (Level One and Two), End User Communications, Program implementations, and IT Communication/Training.
• Developed IT system migration plans during multiple mergers with Fortune 1000 companies.
• Managed migration to new unified mail system - Google Mail, GCal, and GDocs
• Standardized networked printers and implemented follow-you-print environment

Switzerland 🇨🇭, CH

• Directed regional IT budgets, IT hardware, vendors, contracts, identity and access, global software portfolio, help desk, and new service offerings across Roche’s seven North American corporate/R&D sites, supporting.
• Led the development of KPI’s, strategic discussions for delivering new services, and capital and ROI analysis for all end user devices.
• Reduced annual budgets (4% year-on-year) while maintaining high performance services and service levels.
• Achieved best in class support by developing global benchmarks for performance, staffing levels, service delivery, and systems uptime, developing metrics to measure performance improvements.
• Directed multi-year, multi-million dollar RFPs to select an outsourced partner for Level 1 and 2 support, engineering, R&D Laboratory Support and IT Asset Management liquidation programs.
• Developed IT roadmaps and strategies with key business partners and IT teams in alignment with global initiatives.

Switzerland 🇨🇭, CH

Program managed the implementation of Exchange, Hardware and Operating System across all North American Sites. Managed both an internal and external project team responsible for the resolution of all hardware, software, LAN/WAN issues unique to each of the business units and the North American training centers. Developed training guidelines, SOPs/TOPs.

New Brunswick, NJ, US

• Project Manager for the deployment of Windows 2000 and Siebel Software to the entire North America Johnson & Johnson Remote Sales force team. Accomplishments
• Resolved hardware, software, LAN and WAN issues exclusive to this group.
• Assisted in the simultaneous rollout of Windows 2000 and CRM Software for the Janssen Pharmaceutical group.
• Provided lessons learned for all J&J divisions in North America.

Program managed: the development of a new Intranet-based national Wireless Sales Tool used to manage opportunity leads for all AT&T Wireless account executives; a national team responsible for the total integration of laptop computer users from AT&T Wireless into the larger AT&T parent company; the development of a national sales activity report to be used.

Basel, Baselstadt, CH

Project Manager overseeing the merger of Ciba/Sandoz PC environments, directly managing technical personnel responsible for the management and strategic planning of all desktop and server relocation deliverables and implementation of desktop systems across various sites, resolution of all LAN/WAN connectivity issues, application portfolio consolidation and.

• Provided leadership and operational oversight for all IT systems supporting 2 NJ based healthcare facilities. Managed a team of over 250 employees. Accomplishments
• Operational process design.
• Created IT system and software support guidelines.
• Created SOPs and TOPs for the support and management of WAN/LAN, Telephony, and computer hardware.

Bachelor Of Science, Management

Education record

Education record