Michael Raymond
Bernards,NJ
Summary
A senior leader with 20+ years of IT management experience spanning IT operations and global infrastructure. Combine technical, analytical, and business skills to align service delivery plans with corporate direction, resolve complex problems, and lead large-scale enterprise projects focused on improvement and positive change, bridges communication between IT teams and business stakeholders to ensure seamless execution and ongoing support.
Overview
28
28
years of professional experience
Work History
PROPRIETOR
RH SERVICES LLC.
01.2015 - Current
- Providing effective IT service delivery solutions for small business and home office based on compliance, regulatory and industry-specific needs
- Desktop and server management for Microsoft based platforms, network management, vendor management, IT asset management, backup and recovery
- Infrastructure planning, IT vendor on-boarding, off- boarding, budget planning, problem RCA, purchasing consultation, research and analysis for process improvement
- Drafting and implementing process, procedural and security guidelines for User ID authentication and authorization policies for information security
REMOTE OPERATIONS ANALYST
IBM GLOBAL SERVICES
01.2004 - 01.2015
- Analyst for mid-range and mainframe data backup, disaster recovery, ID management, and media management for ten Fortune 500 IT Outsourcing Accounts nationally
- Supervised 24 remote IBM contractors accountable for data backup environments and 24 x 7 Data Centers' operations
- Managed multi facet vendors, SLA and SOW deliverables, IT asset inventory, internal and external audits, metrics gathering and reporting, customer escalation single point of contact, problem/change management, RCA, risk identification and mitigation
- Effectively developed and implemented progressive policy initiatives and continuous process improvements with quantifiable results through scheduled control point tests
- Managed projects through cross-functional service delivery teams, led audit compliance initiatives, performance metrics and KPI reporting, change management and escalations with RCA connectors, identified risk and delivered mitigation strategies
- Adhered to compliance through database strength testing related to FDA, HIPPA, ITAR, SOX, FERC and mapping the requirements to internal Global Security Documents as required
- Performed offsite vendor annual and bi annual audit reviews, inventory control and managed disaster recovery exercise projects
- Managed interactive training and desktop compliance, Tier II technical support for database, OS troubleshooting, connectivity issues and software upgrades
- Led standardization projects in efforts to improve service delivery efficiency by implementing global delivery centers, process improvement and consistent health checks
- Maintained 15% above average customer satisfaction in post call surveys
- Delivered a 10% to 15% annual cost savings through asset control, data center upgrades, refresh, and decommission projects
- Transitioned in a minimum of two new business outsourcing accounts annually; oversaw accounts end-to-end portable storage media systems through operational stability
- Received IBM Excellence and IBM Bravo Awards based on measurable customer satisfaction
CUSTOMER SERVICE ENGINEER
IBM GLOBAL SERVICES
01.1997 - 01.2004
- Tier II Lead Customer Service Engineer, Lucent Technologies delivering desktop and server administration for 3,000+ end-user multi campus environment
- Managed H/S deployment project support, defined deliverables, back out plans, and identified risks
- Developed desktop support strategies for diverse business units framing new business proposals
Education
INFORMATION TECHNOLOGY -
SOMERSET TECHNICAL INSTITUTE
BUSINESS ADMINISTRATION -
RARITAN VALLEY COMMUNITY COLLEGE
Skills
- IT Operations
- Budget Management
- People Management
- Project Management
- Training
- Vendor Management
- Inventory Management
- Service Delivery
- Systems Administration
- Help Desk & Change Management
- Virtualization & Support
- IT Support Models
- Database Administration
Accomplishments
- Led standardization projects in efforts to improve service delivery efficiency by implementing global delivery centers, process improvement and consistent health checks.
- Maintained 15% above average customer satisfaction in post call surveys.
- Delivered a 10% to 15% annual cost savings through asset control, data center upgrades, refresh, and decommission projects.
Timeline
PROPRIETOR
RH SERVICES LLC.
01.2015 - Current
REMOTE OPERATIONS ANALYST
IBM GLOBAL SERVICES
01.2004 - 01.2015
CUSTOMER SERVICE ENGINEER
IBM GLOBAL SERVICES
01.1997 - 01.2004
INFORMATION TECHNOLOGY -
SOMERSET TECHNICAL INSTITUTE
BUSINESS ADMINISTRATION -
RARITAN VALLEY COMMUNITY COLLEGE
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