Yyyyyy x. yyyyyy

IT Service Level Manager

Project Management ~ Team Leadership ~ Mentoring ~ Global Audits ~ Data Analytics

Vendor Relationship Development ~ Senior Management Reporting ~ Risk Management

         Extensive experience in spearheading IT service level management, personnel direction, IT best practices, process automation, workflow optimization, IT globalization, and risk analysis and mitigation.

         Excel at coordinating projects which maximize productivity, control costs, and attain performance goals.

         Highly skilled at mentoring, inspiring, coaching, and managing people from diverse cultures and backgrounds.

         Strive to foster a respectful workplace climate essential to maximizing morale, cohesiveness, and accountability.

• Consistently contribute dynamic communication skills toward effectively liaising between management and internal/external stakeholders in support of achieving objectives.
• Exemplary experience in motivating cross-functional teams dedicated to delivering extraordinary client service.

         Ensure customers, banking commissions, country regulatory bodies, and senior management remain equipped with up-to-date documentation of service levels and attributes, vital to driving key decision-making activities.

Citigroup Technology Infrastructure (CTI), 2008 to 2016

Global Service Level Manager (2015 to 2016)

         Chosen as Interim Global Service Level Manager (SLM) charged with directing four regional SLM teams.

         Collaboratively analyzed all costs per product at global and country levels to determine price point per driver.

         Built global SLM SharePoint site to accommodate 700+ global CTI Performance Level Standards Documents (PLSDs) as well as teams global tracker.

Service Level Manager / Availability Manager / SPOF Manager (2011 to 2015)

         Seamlessly transitioned IT Technical Service Catalog from SharePoint to ServiceNow and created SLAs for request fulfillment and incident management.

         Pioneered enterprise-wide mentoring system in SharePoint to enhance staff development and growth.

         Devised PLSDs for new global security initiatives mandated by banking commissions in Mexico, Turkey, Canada, China, Japan, Poland, Singapore, etc.

         Handpicked by management to establish PLSD for CTI to deliver services on a global scale.

         Generated PLSDs for CitiScreening (electronic communications tool) to satisfy regulators in Poland, Customer Acquisition Due Diligence service to satisfy risk and compliance necessities within Turkey, and Anti-Money Laundering (AML) service to align with regulations in Argentina and Brazil.

         Captured labor cost savings by accepting leadership of Latin America (LATAM) SLM team, Mexico Availability team, and LATAM Single Point of Failure team (total of 16 personnel), eliminating two higher-level managers.

         Supported Citigroup PMO in completing five LATAM data migrations in preparation for visit by Mexico banking commission to CTI North America data centers.

         Convinced other SLM teams in Europe and Asia to adopt and leverage America s SLM framework.

         Formally recognized on several occasions for contributing to CTI s world-class strategic globalization program.

         Expertly advised other technical staff in structuring SLM processes and guided C-level policy owner in updating Citigroup Intra-Citi Service Policy (ICSP).

Service Level Manager / IT Sr. Technical Analyst (2008 to 2011)

         Brought on board to manage SLM team and launched new SLM process based on ICSP policy.

         Updated, revamped, and integrated old SLA agreements into new ICSP format (PLSD).

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Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2

         Participated in multiple global audits to validate accuracy of services documented in PLSDs pertaining to consumption of CTI services.

         Authored North America SLM process manual and RCSA (Risk Control Self-Assessment) to be conducted annually.

         Verified systems which were hosting technical applications for flawless monitoring across Global Wealth Management, Global Equities, and Global Transaction Services.

Citigroup, 2002 to 2008

Project Manager / IT Sr. Technical Analyst

         Championed successful transition of Citigroup s network monitoring tool from Micromuse Netcool & Nerve Center to EMC Smarts.

         Methodically built Enterprise Management System MIS reporting platform by acquiring data from IBM Tivoli, EMC Smarts, and asset management system.

         Completed and submitted highly visible Unmonitored Servers report to C-level management which provided absolute transparency organization-wide and curtailed millions of dollars in losses prior to upcoming audit.

         Project-managed development of Enterprise Systems Services (ESS) workflow and resource management process including associated training and customer education.

         Mapped LOBs to CTI systems resulting in ESS group automating and standardizing monitoring services.

Citicorp, 2000 to 2002

Senior Network Engineer / IT Tech Analyst

         Merged IT asset management data from Citicorp golden sources with financial data to streamline and standardize WAN Total Cost of Ownership program.

         Joined forces with Citicorp s Network Architecture team to formulate comprehensive five-year network plan.

         Mentored, coached, trained, and guided team of 15 in earning CCNA certifications.

         Earned multiple IT certifications such as A+, i-Net+, Network+, Gartner TCE, CCNA, CCNP, MCSE, and MCT.

Consultant to AT&T Labs and Lucent Technologies, 1998 to 2000

System Software Engineer

         Documented system engineering requirements for Master Topology Server initiative, prepared system test plans, and orchestrated all engagement phases in MS Project with close attention to timeline and budget adherence.

         Managed group of developers in implementing and supporting Lucent One Vision Enterprise releases.

         Delivered Tier 4 development and support for AT&T User Screening Data System.

AT&T Operations Technology Center, 1997 to 1998

System Developer

         Efficiently coded C++ parsing software and Oracle DB interfaces for DEMS/DARICS platform.

Prior Background:

Business Manager, AT&T OTC

Financial Analyst / System Administrator / Database Administrator, AT&T Business Communication Services

MS in Computer Science, Stevens Institute of Technology, Hoboken, NJ

BS in Computer Science, Glassboro State College, Glassboro, NJ

ITIL v3 Foundations; ITIL v3 Operational Support & Analysis; ServiceNow Admin; Citibank Individual Leadership

Microsoft Project, Microsoft Office (Word, Excel, Access, PowerPoint), Sybase, CMIP, SNMP, ObjectStore, Orbix, Orbix Talk, ClearCase, ATM Frame Relay, ASP, .NET, Micromuse Netcool & NerveCenter, Micromuse Precision, MS SQL Server, Seagate Crystal Reports, PowerBuilder, HTML, Java, Unix, Oracle, C, C++, SQL, AWK, Sybase, Informix, TCP/IP