• Ensured timely and effective resolution of clients’ technical issues in accordance with established Service Level Agreements, KPI’s and Customer Satisfaction goals• Acted as single point of contact for escalated issues• Reviewed and reported on HIPAA compliance• Improved the Technical Support Center team’s effectiveness by identifying the root cause of recurring issues and developing corrective actions• Developed and engaged employees professionally to create a strong successful team• Established and optimized Policies, Procedures and Standard Operating Procedures• Coordinated with IT and other divisions to ensure cross-functional activities are well transitioned bi-directionally

• Worked with other Managed Services departments to maintain and improve Customer SLA metrics while refining processes and procedures• Managed customer satisfaction for high touch customers and customer escalations• Coordinated appropriate internal and external resources to meet set deadlines• Visited 40 customer sites on a rotating monthly basis while managing multiple projects• Facilitated customer onboarding, status and post mortem meetings and teleconferences

• Built the IT Operations Center of 2 Team Leads and 12 Senior Analysts providing 24/7/365 coverage and expanded their role from eCommerce monitoring to include monitoring and first/second level support of all Cisco network equipment, Windows servers, iSeries and core applications• Provided support for Java and .Net based eCommerce sites, including 24/7/365 monitoring, triage, load balancing and publishing content changes • Implemented procedures designed in Service-Now and based on ITIL best practices• Responsible for problem management process engaging internal and external resources as necessary. Communicated outages, next steps, status and root cause to IT Management for all problems• Developed and maintained annual $1M capital project and expense plans• Served as a member of the Change Advisory Board• Responsible for Sarbanes-Oxley compliance• Developed and managed vendor relationships with Cisco, AT&T, Verizon, Microsoft• Exhibited competency in strategic thinking and leadership with strong abilities in relationship management• Led multi-discipline, high performance work teams• Experienced in managing Sarbanes-Oxley controls and processes• Demonstrated effective project management and execution of multiple simultaneous and/or large projects• Experienced in building operational organizations and processes• Collaborated with management and staff on career path and development

• Built the IT Operations Center group to monitor Tiffany’s eCommerce environment. The group consisted of a Manager and 6 Senior Analysts, the group owned the problem management process as it related to eCommerce and provided 24/7/365 coverage. • Developed and maintained capital and expense plans• Managed internal and external relationships including service providers, vendors, process owners and various levels of management• Provided leadership and direction to the following support areas: - The IT Service Center is a 24/7/365 operation and owns the incident management process. The group consisted of a Manager and 12 Analysts who handled ~57,000 individual user calls per year - The Data Center group consisted of a Manager and 6 Operators who provided 24/7/365 operational support of our iSeries equipment - The Production Assurance Manager and team owned the change management process and ensured operational readiness of all new applications and systems prior to placing them into production. The group consisted of a Manager and 3 Analysts.

• Developed and managed capital and expense plans (totaling ~5 million dollars) relating to all workstations, printers and peripherals • Managed the asset tracking process and equipment lifecycle management for ~6,000 workstations worldwide• Accountable for the service request process and 6 Analysts handling ~10,000 requests per year• Directed the security patching, software packaging and distribution process for all workstations

• Managed a 10 member Desktop Support team based in New York and New Jersey• Acted as IT liaison to business units and aligned support to meet their needs• Provided VIP support to C-Level Executives in New York corporate headquarters

• Served as technical lead for ACNielsen’s corporate global HQ• Coordinated with user departments to identify business objectives and technology priorities• Directed project management from inception through completion of projects, such as Windows 2000 server and client migration, disaster recovery plan, storage area network, standardized workstation and laptop images, fax gateway• Forecasted and managed $2M technical budget, which included hardware and software purchasing, maintenance, consulting services, and telecommunication expenses• Managed Technology Support staff; MS Backoffice Specialist, Application Specialist, Telecommunication Specialist and Help Desk Analysts• Negotiated with and managed consulting firms and outside software/hardware vendors• Provided on and offsite meeting support and home office support for Board Members and executive level management

• Participated in Microsoft Office Early Adaptor program• Sustained full network operations for a 20 server 350 node Windows NT network and a 3 server 45 node Netware network• Managed NT LAN's in 12 remote offices• Managed PC to AS/400 and LAN to AS/400 connectivity in 36 domestic offices