Michael Leavy
Mount Arlington,NJ
Summary
Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth. Forward-thinking Senior Manager adept at managing teams of 30 employees with 6 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Manager Application Development and Support
Conduent Health Solutions Plus
12.2020 - Current
- Coordinate SaaS, IaaS and BaaS implementation and operational support for 9 clients
- Manage a 30 member onshore/offshore team for healthcare clients, providing DevOps/L1/L2 support including review and development
- Reorganized managed services for efficient delivery, improved processes, streamlined communication, reduced SLA/OLA breaches, and enhanced customer satisfaction building a culture of efficient service delivery
- Established and maintained vendor relationships
- Conducted client audits including SOC2 and addressed internal audit inquiries
- Revitalized phone system, reducing dropped calls, production issues, and SLA fines
- Managed high severity incident resolution, maintaining network monitoring and availability along with RCA delivery to clients
- Mediated stakeholder requests, translating customer vision through project management
- Oversaw KPIs and SLAs implementation in client support structures implementing efficiency and overall metric improvements
- Leadership role in planning annual budgets for each department based on forecasted sales volumes
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
ITSM Manager - Contract
Wilson Elser LLP
09.2019 - 06.2020
- Implemented streamlined processes for Auto Calling Distribution, leading to a substantial 45% decrease in dropped calls and wait times
- Directed the Service Desk/Desktop Team, managed outsourced support, ensured White Glove assistance for C-Level users and guaranteed 24-hour coverage
- Orchestrated Windows 10 rollout, implementing robust Data Loss Prevention policy
- Crafted IT roadmap encompassing device management, procurement, and level 1-3 support
- Coordinated Carbon Black Endpoint Protection implementation
- Analyzed customer feedback data to develop action plans for improving services offered.
IT Manager
City University of New York
09.2018 - 09.2019
- Spearheaded Mac to Windows 10 migration, saving $450,000
- Introduced Managed Printing, cutting costs by 53%
- Implemented Windows 10 Enterprise services, including Azure and Intune
- Hired & supervised an L1/L2 support team, managing network tasks and troubleshooting
- Negotiated with new vendors to slash equipment and service costs significantly
- Oversaw IT department budget, resource allocation, and technology goal setting
- Managed applications such as GSuite, JAMF, and Slack for seamless operations.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
Assistant Director
Passaic Board of Education
02.2015 - 07.2018
- Managed 25-member team supporting Network, Help Desk and Data Administration including performance development and review
- Negotiated a $500,000 cost reduction by managing the transition to a 3 Par storage/backup system and overseeing the process
- Fortified vendor relations, reducing equipment costs and deployment time
- Realized $25,000 monthly savings by coordinating IP phone system migration
- Successfully implemented SSO solutions to enhance network security and ensure seamless authentication processes
- Streamlined onboarding by leading a team to establish efficient protocols, training materials, mentorship, and timelines for employees
- Cultivated tech advancements as Vice Chair of Technology Committee, streamlining service transitions to efficient solutions
- Orchestrated the IT resource allocation for a new Board of Education building, integrating new advanced security systems, network infrastructure and desktops
- Restructured Help Desk with ITSM, SLAs, and unified incident management, enhancing response times and KPIs
- Created and enforced processes to boost company productivity.
Global Service Desk Manager
Starr Companies
09.2011 - 10.2014
- Recruited, trained, and replaced outsourced staff, saving $80,000 monthly
- Engaged Stakeholders in strategic planning to maximize business performance
- Managed a 20-25 onshore and offshore team, providing 24x7 coverage
- Revamped procurement process streamlining delivery and saving firm $75,000
- Devised strategies for desktop and network teams, improved global procurement, reducing costs and increasing efficiency introducing managed service providers where needed
- Spearheaded telecom and video conference upgrade projects across US offices
- Delivered home support and phone assistance for executives' mobile devices
- Implemented best practices for incident resolution across the organization
- Established KPIs to measure team performance against set objectives.
Senior Technical Support Leader
Ziff Brothers Investments
04.2006 - 09.2011
- Provided Level I-III support to 700 users in the US, UK, and South America
- Managed global video conferences for executives using Polycom and Tandberg technologies
- Traveled to domestic offices for hands-on support and efficient project management
- Bolstered vendor relations with robust hardware and video conferencing connections
- Headed executive support team for C-level staff's technical and meeting needs
- Centralized desktop, telecom, and market data support for traders and users.
Education
BS in Information Technology -
Kaplan University
MBA in Organizational Management -
Eastern University
Wayne, PA02.2025
Skills
- Agile
- Azure
- Budgeting
- IaaS
- ITIL
- Project Management
- Process Documentation
- Video Conferencing
- Windows Enterprise
- Operations Management
- Cross-Functional Collaboration
- Strategic and Operations Planning
- Organizational Development
- Corporate Communications
- Process Improvement
- Training and Development
Websites
Certification
- ITIL V3 Credential ID GR75056228ML
- PMI/PMP Bootcamp
- Six Sigma Green Belt
Timeline
Senior Manager Application Development and Support
Conduent Health Solutions Plus
12.2020 - Current
ITSM Manager - Contract
Wilson Elser LLP
09.2019 - 06.2020
IT Manager
City University of New York
09.2018 - 09.2019
Assistant Director
Passaic Board of Education
02.2015 - 07.2018
Global Service Desk Manager
Starr Companies
09.2011 - 10.2014
Senior Technical Support Leader
Ziff Brothers Investments
04.2006 - 09.2011
BS in Information Technology -
Kaplan University
MBA in Organizational Management -
Eastern University
Similar Profiles
Montoya EadyMontoya Eady
Wfh at Conduent SolutionsWfh at Conduent Solutions
Cassandra ThomassonCassandra Thomasson
Customer Experience Associate at Conduent Commercial Solutions, LLCCustomer Experience Associate at Conduent Commercial Solutions, LLC
AMANZE ONYEMAOBIAMANZE ONYEMAOBI
DevOps Engineer at Conduent Business SolutionsDevOps Engineer at Conduent Business Solutions
Ronald RussellRonald Russell
Grounds and Maintenance at Roxbury Township RecreationGrounds and Maintenance at Roxbury Township Recreation
Alexander HladikAlexander Hladik
Enterprise Account Executive at MongoDBEnterprise Account Executive at MongoDB