career objective                              

results-driven client relations and service management executive eager to contribute exceptional skills toward supporting the employer in optimizing operational and financial performance

profile                                                

ø  offer numerous years of progressive experience in operational management with expertise in budget planning and maintenance, risk analysis and control, solution deployment, and implementing business improvement strategies

ø  recruiting, training, and directing top-performing support teams; plan and coordinate workflow and human resources for optimal coverage while containing labor costs

ø  facilitating client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  dynamic communication, presentation, negotiation, and relationship management skills; proven capability to work on-site and remotely

ø  certified in itil and hands-on networking with tcp/ip; proficient in enterprise project management and ms office

professional experience                

morgan stanley, new york, ny                                                                                                                                                                         1989 c 2008  

vice president, technology infrastructure services (2008)

         in recognition of superior performance, steadily progressed within company to attain executive position entrusted with comprehensive management responsibilities in the it services management group for global wealth management

         successfully steered all client services operations as well as internal staff development; streamlined interdepartmental training and communication processes; directed customer service and issue resolution for more than 450 branch offices and main campus

         achieved outstanding levels of client satisfaction and effectively handled all client and management escalations; collaborated with helpdesk services escalation teams to improve and implement team-wide support strategies

         directly oversaw outage management development; actively restructured seven technology services manager positions to increase individual responsibility

vice president, global technology services c institutional securities group (2003 c 2008)

         proficiently managed it efforts for all 19 north east region branches with diverse and specific needs ranging from trading floor to back office operations

         attained increased company-wide cost effectiveness by instituting a server-less environment, updating hardware, reducing required maintenance, combining resources with centralized support, managing expansion and construction budgets, implementing managed service support model, and creating innovative technological solutions

         managed and maintained varied components including desktop and laptop computers, blade technology, disaster recovery; directed both on-site and remote employees

         spearheaded new projects; acted as liaison for clients and it, coordinated engineering groups, delegated responsibilities, recruited staff to fill new support positions, worked closely with corporate services team

vice president, customer engineering and support (2000 c 2003)  

         served as lead business client representative; proactively focused on service management and new projects c developed expansion plans and budgets, efficiently opened new offices and implemented new back office technology

         collaborated with internal departments and external vendors to ensure continually smooth, integrated operations based out of multiple locations; traveled as needed and conducted pre- and post-project walkthroughs

         provided large-scale support structures in varied environments with constantly evolving requirements

service manager, customer engineering and support (1998 c 2000)

         responsible for continual stability of more than 1,500 users spanning five area sites; successfully managed and resolved all escalations

         effectively implemented application and testing deployments resulting in virtually no downtime; accurately developed trending charts in conjunction with metrics team

         cited for exceptional performance and achieved promotion to managerial role following less than one year with department

project manager, customer engineering and support (1997 c 1998)
production support/helpdesk manager (1996 c 1997)
business unit support specialist (1994 c 1996)  

business unit lan administration/application training specialist (1993 c 1994)

manager, word processing department c investment banking (1991 c 1993)

executive assistant to senior investment banking officers (1989 c 1991)

education                                           

associates degree in business management, kingsborough community college, brooklyn, ny                                                                1988

coursework in business management, brooklyn college, brooklyn, ny                                                                                                                1988 c 1989