Gregory Wallen
Dundalk,MD
Summary
Drives the performance of Service Level Agreements for ITSM processes and creates cross-functional collaboration
achieving user satisfaction
Overview
16
16
years of professional experience
Work History
Service Desk Manager
George Washington University Hospital
01.2022 - Current
- Delivers IT project leadership and collaborates with senior management and end-users on continuous improvement and operational excellence. Supervises over 30+ IT service and manufacturing projects by analyzing and implementing solutions.
- Managed over 10+ service desk support staff and all tickets/incidents and processes, providing help-desk solutions for over 1000+ end users.
- Provides 24x7 Tier 2 and Tier 3 support for all High Priority Incidents. Manages intuitive dashboards that highlight KPIs.
- Supports personnel companywide in driving Problem Management best-practice and ITIL process standardization. Guarantees consistent end-to-end application across systems, including maintenance and patch upgrades.
- Holds an impressive record of surpassing business objectives by enabling visibility, prioritization, and resource allocation.
- Tapped to advise personnel decisions, including hiring, performance reviews, and termination processes.
- Expert at selecting outside vendors and constantly monitors vendor performance to ensure adherence to the contract.
- Optimized the end-user experience by creating technical documents, manual
Application Support
Fannie Mae
01.2018 - 01.2022
- Selected to lead a $3M+ data validation project and UAT process for one of the most complex financial systems in the country. Led the creation of the User Requirement Specifications (URS) early in the Validation process. Delivers trading floor and market data support for over 200+ end-users.
- Seamlessly delivered on complex "first in kind" cutting-edge processes, which saved multiple millions in cost avoidance.
- Contributed to extracting and structuring data using analytics tools to analyze opportunities and potential problems defined by the business.
- Ensure data quality is consistent with applicable regulatory requirements, standard operating procedures (SOPs), processes, and data standards.
- Accountable for safeguarding SOP continuity throughout the entire lifecycle of the computerized system. Performed Data Reconciliation using various electronic platforms.
Desktop Support Manager
Tech Mahindra
01.2015 - 01.2018
- Coordinated and managed activities across the environment, interacting with IT teams and stakeholders.
- Provided staff mentoring and leadership, conducted performance reviews, and created individual staff development plans as needed.
- Improved productivity and eliminated redundancies by instituting new technical support and training procedures.
- Created and maintained major incident management processes, procedures, documentation, templates, and reports.
- Streamlined and refined internal processes to increase efficiency.
- Managed vendor relationships and decreased IT expenditures by establishing standardization and contract negotiation. Oversaw Domain and Office 365 Migration
Desktop Support Manger
Blackrock Investment Group
01.2013 - 01.2015
- Managed Enterprise Desktop Support and constantly analyzed service delivery performance.
- Directed Desktop Support/ Trading and Trading Floor support, Telecom Vendor management trader workstation building, troubleshooting, and security patching.
- Managed Turret Voice Support, Market Data Support, and Printer Installation. Active Directory, VPN, Market Data Administration, DACS, and Market Data Asset Management MDSL.
Market Operations Manager
Macquarie Group
01.2012 - 01.2013
- Directed 7+ technicians and managed over 300K+ in the procurement of IT equipment. Instrumental in establishing SLA and leading Service Desk operations.
- Rapidly reviewed incident logs and reported performance metrics for IT systems. Provided regular performance reports on activities and delivered leadership for the Desktop Support Group. Delivered UAT testing, wireless, and VPN support.
Trading Floor Support
Natixis Capital Markets
01.2011 - 01.2012
- Drove IT trader workstation support for a global investment bank with over $3B in AUM.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Market Data Administrator
Wachovia Securities
01.2009 - 01.2011
- Selected to lead software audits, asset management, and project management for IT invoice processing for an $8B+ banking institution. Slashed over 300K+ in costs by highlighting duplication of services.
- Analyzed and executed payments of market data invoice. Performed monthly DACS and Bloomberg interfaces.
- Oversaw MDSL asset management tool and managed Market Data Inventory.
- Allocated invoices and prepared automatic uploads to the general ledger.
- Created monthly financial reports for various lines of business. Monitored and maintained all market data service inventory for end users.
Education
Bachelor of Science -
North Carlolina Central University
Durham NC01.1994
Skills
- Service level management
- Incident management
- ITIL framework
- Escalation management
Timeline
Service Desk Manager
George Washington University Hospital
01.2022 - Current
Application Support
Fannie Mae
01.2018 - 01.2022
Desktop Support Manager
Tech Mahindra
01.2015 - 01.2018
Desktop Support Manger
Blackrock Investment Group
01.2013 - 01.2015
Market Operations Manager
Macquarie Group
01.2012 - 01.2013
Trading Floor Support
Natixis Capital Markets
01.2011 - 01.2012
Market Data Administrator
Wachovia Securities
01.2009 - 01.2011
Bachelor of Science -
North Carlolina Central University
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