Manager Level Ii It Field Services
Cablevision
Responsible for providing highly professional, customer focused and responsive level II IT support and project management for all Cablevision owned companies in New Jersey and Manhattan. These businesses included: Cable Operations, Lightpath, Cablevision Media Sales, Clearview Cinemas, The Wiz, Rainbow Media, Newsday, and Madison Square Garden. Area of responsibility included over 4000 networked and non-networked PCs, laptop and Macs, and over 3000 wireless devices and tablets in sixty different locations.• Managed a team of Field Service Analysts, providing positive approaches to resolving service requests. Developed staff’s problem solving abilities and routinely improved processes to increase efficiency and customer satisfaction. Challenged and motivated my staff to complete project work along with business as usual work; resulting in saving to the company of over $100,000.00 per year.• Continuously improved request resolution process, exceeding service level agreements; for over 1400 requests per month.• Developed metrics and reports so that request resolution and service level agreements with the individual businesses could be monitored and managed enterprise wide. Developed strategy to manage Cost of Service and Total Cost of Ownership enterprise wide; including developing a remote support strategy to reduce the cost of supporting all Cablevision locations.• Effectively managed IT projects with full accountability for projects enterprise wide including software deployment, department reimage requests and local projects such as department moves. Oversaw planning, budget, resource management and project implementation.
