You are on page 1of 3

JIMMY ANGELINO 87 Roosevelt Avenue Westwood, NJ 07675 201-925-5075 jalifeskills@yahoo.

com

PROFESSIONAL SUMMARY Astute, forward thinking VP, Senior Client Services Manager and Service Management Director with 20+ years success defining strategic objectives and applying leadership skills to achieve dramatic, bottom-line results. Leverage broad business acumen, industry best practices and comprehensive IT knowledge to drive change, mitigate risk and elevate standards of efficiency. Pivotal resource for leading companies such as Vornado Realty Trust, White & Case (legal firm) and Merrill Lynch (19 years). Consistently recognized/awarded for innovative contributions and exemplary dedication to quality. * Versatile leader with "big picture" vision and an uncanny ability to stay on top of all the details. Consistent success in developing the systems and processes to streamline global operations, drive client service initiatives, motivate/energize staff and enhance service performance. * Solutions-focused contributor, with a tenacious focus on objectives and the ability to execute on multiple priorities within fast-paced environments. * Strategic business sense with keen understanding of business priorities. Track record of managing global service/support operations and projects flawlessly. * Charismatic team builder and coach, passionate about bringing out the best in the people. Solid achievement built on the ability to inspire teamwork and tap into the expertise of subordinates. KEY COMPETENCIES Leadership & Change Management Strategic/Tactical Planning Helpdesk/Desktop/End-User Support Project Management Staff Management/Team-Building Client Relationship Management Business Process Reengineering Total Quality Management Budget/Expense Control Knowledge Management Problem Resolution Training

PROFESSIONAL CERTIFICATIONS STI Help Desk Director Master Black Belt, Tae Kwon Do, Hapkido, Self Defense & Leadership WTF & Hapkido Federations Microsoft Certified Trainer Presentation Side Only Total Quality Management PROFESSIONAL EXPERIENCE VORNADO REALTY TRUST, Paramus, NJ; 2007 - 2009 SENIOR CLIENT SERVICES MANAGER; 2 years

Developed strategies to enhance service delivery quality for one of the largest owners and managers of real estate in the US, with operational hubs in NY, NJ, DC and Chicago. Supervised Helpdesk, Desktop Support, Training and End-User Support with 6 staff (3 Helpdesk technicians, 2 desktop technicians and one trainer). KEY ACCOMPLISHMENTS: * Assumed control of and turned around environment without strong central leadership, no service management model or strategy and Helpdesk/network staffs in conflict. * Introduced service integration best practice model for all new service portfolios, facilitating lookup on service description, escalation, contact names/numbers and troubleshooting tips for current and future integration. * Implemented incident management, slashing response time and overtime by 75%. * Proposed and secured buy-in for a Helpdesk callmonitoring tool, reducing call queues from 20 to an average of 2, as well as end user hold times. * Instituted standard phone scripts, desktop root cause analysis, testing/verification, post mortems, troubleshooting procedures, documentation and crosstraining. * Modified Helpdesk standards/procedures for new hires, changes and terminations. * Standardized end-user notification for maintenance, planned and unplanned outages. * Built strong relationships within and outside of IT by empowering staff members and fostering an atmosphere of teamwork, ownership and accountability. Established a formal year-end review process for staff. Created work order and knowledge dictionaries for support groups and staff members. WHITE & CASE, LLP, Manhattan, NY; 2003 - 2006 SENIOR MANAGER, SUPPORT SERVICES; 3 years Supplied leadership and oversight of Helpdesk, Problem/Service Management, Training and End-Support Support for global law firm with operational hubs in US, Europe and Asia Pacific Rim. Managed and motivated 30 employees (20 Helpdesk technicians, 5 problem/ service management coordinators and 5 trainers). KEY ACCOMPLISHMENTS: * Championed replacement of outdated trouble ticketing system to new service ITIL management tool across US, Europe and Asia. Delivered project 2 months early, below budget and with no major deficiencies and few cosmetic improvements. * Established problem and service management group and restructured Helpdesk into a Knowledge Center, improving call resolution rate from 85% to 93% and decreasing speed to answer from 15 to 3 seconds. * Drove a 75% reduction in hundreds of outstanding enduser trouble tickets. * Built credibility and trust among user community, raising satisfaction levels to 92%. * Boosted morale through an empowerment/incentive program and Management by Objectives. * Played key role in Chief Knowledge Officer receiving CIO Technology Service Award. MERRILL LYNCH, Manhattan, NY; 1984 to 2003

VICE PRESIDENT; 19 years Driving force directing Global Client Service Center, E-mail Operations and Global Remote Access with a team of 40 supporting 58,000 users worldwide. Controlled budget for expenses, capital, hardware, software, training and T&E. Spearheaded process improvements to increase service delivery, workflow management and employee engagement/retention. KEY ACCOMPLISHMENTS: * Developed operational standards, policies and procedures for 120 employees in different operating departments. * Saved $1MM+ and cut redundancy by one-third, by dramatically restructuring operations. * Researched, analyzed and implemented Total Cost Of Ownership recommendations provided by The Gartner Group. Solutions increased point of call resolution rate from 50% to 82%, lowered abandon rate from 14% to 4%, and reduced talk time from 5 to 2 minutes. * Maintained high-quality performance standards for global Intranet communications, cutting in-house and outside consulting fees by $840K. * Awarded for leading team of Microsoft-Certified technicians and developers to successfully deliver a highly visible $500MM business and technology project. * Instituted incentive programs, MBO, cross-training and team-building activities. * Developed problem management solution tool that later became part of the vendor's overall software problem management package. PROFESSIONAL AFFILIATIONS STI Help Desk Institute BMC Magic User Group TECHNICAL SUMMARY SOFTWARE: MS Office Suite 2007/2003/2000, PowerPoint, Publisher, Project, BMC Magic, Altiris, SMS, ITIL Service Desk Tools, Remedy, Adobe Flash, CA Service Desk, ACD/Centerview Supervisor, iManage, Deltaview, Humanics HR, Mac Leopard, Mac Applications; iMovie, Pages, Keynote NETWORKING: Active Directory 2003, TCP/IP Internetworking & Protocols, Frame Relay, Lan Desk, GoverLan, Cisco Hardware/Software, Troubleshooting, MPLS EDUCATION Bergen Community College, Paramus, NJ Computer Science Studies