Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Affiliations
Timeline
Generic

Neal Fadul

Saddle Brook,NJ

Summary

Results-oriented technology leader with 15 years of experience, showcasing exceptional leadership skills in driving teams to success. Proven expertise in planning, managing, configuring, monitoring, installing, and maintaining software infrastructures and data-center operations. Dedicated to achieving maximum performance across all platforms, with a strong commitment to supporting overall objectives. Demonstrates the ability to contribute effectively to team environments while excelling in independent work. Possesses robust analytical and problem-solving skills, thriving in fast-paced environments and consistently meeting challenging deadlines. Versatile Senior Manager specializing in client services support and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Manager Client Services, Desktop Support

Paramount Global
11.2022 - 02.2024
  • Reporting to the Vice President of Client Technology, successfully led a team of Desktop Tech professionals in the identification, prioritization, and resolution of reported problems using ITIL best practices
  • Managed Desktop Tech staff, ensuring adherence to KPIs and service delivery standards
  • Initiated continuous improvement efforts for both team and individual performance
  • Conducted standard employee performance evaluations and implemented mentoring, training, coaching, and management processes
  • Created and presented technology features and advancements to the leadership team
  • Developed and documented Standard Operating Procedures (SOPs) for current and future processes
  • Led efforts to create, document, and update processes for issue resolution and overall process improvement
  • Acted as a project manager for small to medium projects involving desktop infrastructure
  • Managed the annual budget, ensuring cost-effectiveness for the IT department
  • Conducted financial forecasting and budget tracking using MS Excel and Asana
  • Developed and implemented new standards and strategies to improve customer satisfaction
  • Provided guidance and oversight on SLAs and analytics reporting to management
  • Supported C-Level Executives both in the office, remote, and at home
  • Managed one onsite support tech at the NOC (On-Air facility)
  • Demonstrated dynamic interpersonal strengths, effectively communicating with clients, and maintaining lasting relationships
  • Consulted with clients to gather requirements, assess needs, and responded to inquiries
  • Presented technical information clearly to individuals with diverse technical abilities
  • Created and executed on Agile/Hybrid tech standards
  • Successfully converted over 5,000 workstations
  • Revamped On-Call process to reflect customer’s needs
  • Onboarding/Offboarding- Created a new process for Onboarding/Offboarding for both customers and internal staff.

Manager Client Services, Desktop Support

ViacomCBS
01.2013 - 11.2022
  • Reporting to the Vice President of Client Technology, led comprehensive initiatives in client services and desktop support
  • Provided seamless support to C-Level Executives in the office, remote, and at home
  • Managed the On-Call support team, ensuring effective scheduling and support coverage
  • Lead a team providing support for hardware, software, and network issues
  • Conducted standard employee performance evaluations and implemented mentoring, training, coaching, and management processes
  • Developed work breakdown structures for projects, ensuring effective planning and execution
  • Coordinated and prioritized high-level and complex projects within Desktop Support departments
  • Drove standardization and optimization of processes and procedures
  • Fostered a customer-focused and continuous improvement culture within the team
  • Established and managed project timelines, ensuring timely delivery
  • Created, documented, and updated processes for issue resolution and process improvement
  • Provided guidance and oversight of staff, reporting on SLAs, and other analytics to management
  • Managed 12 desktop staff, overseeing the identification, prioritization, and resolution of reported problems using ITIL best practices.

Education

Bachelor of Science - Management Information Systems

New York Institute of Technology
New York, NY
12.2003

Skills

  • IT Infrastructure
  • Operations Management
  • Disaster Recovery & Business Continuity
  • Program/Project Management In Asana
  • Growth Optimization
  • Strong leadership, analytical and problem solving
  • Proficient in MS Excel
  • Vendor Management and Procurement
  • Hybrid/Agile transformational change
  • NextThink- Digital Workspace
  • Budget Management
  • Process Improvement

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets and budget forecasting.
  • Collaborated with a team of six in the development of the Workplace Evolution project, which resulted in converting five thousand workstations to agile.

Certification

  • ITIL V4 Certification
  • Nexthink Infinity Fundamentals certification
  • MCP Certification
  • MCDST Certification

Affiliations

Mentoring+ Participation

Timeline

Senior Manager Client Services, Desktop Support

Paramount Global
11.2022 - 02.2024

Manager Client Services, Desktop Support

ViacomCBS
01.2013 - 11.2022

Bachelor of Science - Management Information Systems

New York Institute of Technology

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Neal Fadul