Open To Work
Robert Ciccarelli
Mirror Lake,NH
Summary
Dynamic leader with proven expertise in operational efficiency and client relationship management. Proficient in process improvement and technology implementation, driving measurable outcomes aligned with organizational goals.
Overview
39
39
years of professional experience
1
1
Certification
Work History
VP
State Street
Boston, Massachusetts
09.2015 - Current
- Led strategic initiatives that improved operational efficiency across business units.
- Established partnerships with stakeholders, fostering business growth and innovation.
- Developed and executed strategic plans to support the vision of the organization.
- Identified operational problems and implemented solutions that streamlined processes.
- Maintained relationships with key stakeholders by attending meetings and responding promptly to inquiries or requests for information.
- Established and maintained relationships with key stakeholders to support business objectives.
- Coordinated with IT department to implement new technologies and systems enhancements.
- Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
Service Level Manager
Cobham
Lowell, Massachusetts
10.2013 - 09.2015
- Managed service level agreements, ensuring compliance with quality standards and enhancing service delivery.
- Analyzed performance data to identify trends, driving targeted improvements in service processes.
- Coordinated cross-functional teams to promptly resolve service-related issues, improving overall service reliability.
- Implemented training programs to improve staff performance and service levels.
- Led regular review meetings to assess service metrics and discuss improvements.
- Maintained documentation of processes and procedures for consistent service delivery.
- Collaborated with stakeholders to develop new service levels.
- Analyzed data from various sources to create reports on service level performance trends over time.
- Conducted regular reviews of SLA performance metrics to identify trends or issues requiring attention.
- Monitored the effectiveness of service delivery processes and identified areas for improvement.
- Provided guidance on service level management policies, procedures, processes, and technologies.
- Coordinated resolution of escalated incidents in accordance with agreed-upon SLAs.
- Evaluated existing SLAs to ensure they meet current business needs and requirements.
- Advised senior leadership on best practices for managing service levels across the organization.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
IT Manager North America
Sophos
Burlington, Massachusetts
01.2012 - 10.2013
- Coordinated IT support teams to resolve technical issues promptly.
- Oversaw budget planning for IT expenditures and resource allocation.
- Facilitated cross-departmental collaboration to align technology initiatives with business goals.
- Monitored network performance and identified potential areas of improvement.
- Maintained project timelines and budgets through proactive oversight of schedules and scopes.
- Taught and supervised team employees, coaching, motivating, and disciplining to optimize results.
- Analyzed business requirements and designed appropriate IT solutions accordingly.
- Provided technical support to users in troubleshooting computer hardware and software issues.
- Coordinated activities between different teams including developers, operations staff and end users.
- Developed cost reduction strategies that upheld quality standards across IT projects.
- Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
- Maintained close connection with project personnel to quickly identify and resolve problems.
- Supervised lifecycle processes pertaining to IT framework.
- Analyzed workflows and established priorities for daily operations.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Met with stakeholders to collaborate and resolve problems.
- Controlled operational IT budget and expenditures within department parameters.
- Procured IT resources for strategic and operational computing requirements.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Led IT infrastructure projects to enhance system performance and reliability.
- Cultivated vendor relationships to enhance software and hardware procurement processes.
Senior Quality Manager
Nokia
Burlington, MA
10.2010 - 12.2011
- Led quality assurance initiatives to enhance product performance and reliability.
- Collaborated with cross-functional teams to identify and resolve quality issues.
- Conducted root cause analysis to improve processes and reduce defects.
- Trained and mentored staff on quality standards and best practices.
- Championed continuous improvement initiatives to streamline operations and enhance operational efficiency.
- Created reports documenting process improvements, highlighting enhancements in product quality levels.
- Coordinated activities between different departments during the development of new products or services.
- Fostered a team-oriented environment, encouraging collaboration and knowledge sharing among quality and production staff.
- Analyzed quality data and metrics to identify trends, drive improvements, and support decision-making processes.
- Participated in new product development projects to ensure quality requirements were integrated from the outset.
- Developed and maintained quality documentation, including quality manuals, procedures, and records.
- Established quality KPIs and reported on performance to senior management, detailing outcomes and areas for future enhancement.
ITIL Consultant
ICON Consulting
Woburn, Massachusetts
02.2010 - 10.2010
- Analyzed client needs to develop tailored consulting solutions.
- Collaborated with cross-functional teams to streamline project delivery methods.
- Presented findings and recommendations to executive leadership teams.
- Reviewed policies and procedures to identify areas for improvement.
- Analyzed complex information from multiple sources to identify patterns or trends.
- Evaluated systems and processes against industry best practices to recommend enhancements.
- Collaborated with stakeholders to define project scope, objectives and deliverables.
- Evaluated needs of departments and delegated tasks to optimize overall production.
IT Senior Manager
Staples
Framingham, Massachusetts
05.2006 - 05.2009
- Led cross-functional teams in implementing technology solutions and best practices, enhancing project outcomes.
- Managed vendor relationships to align service delivery with business objectives, ensuring optimal performance.
- Evaluated emerging technologies for potential adoption to improve service offerings.
- Conducted performance reviews and provided feedback to employees on their job performance.
- Coordinated with external vendors on hardware and software purchases and service contracts to support operational needs.
- Developed and implemented IT strategy to ensure alignment with business objectives.
- Performed cost and benefit analysis to determine viability of proposed solutions or initiatives.
- Analyzed workflows and established priorities for daily operations.
- Managed backup, user account and helpdesk systems.
- Procured IT resources for strategic and operational computing requirements.
- Directed system upgrades and integration to support evolving business needs and growth.
IT Senior Manager
Fidelity Investments
Boston, Massachusetts
05.1996 - 04.2006
- Led IT strategy development to enhance operational efficiency across departments.
- Managed cross-functional teams to implement technology solutions and best practices.
- Oversaw vendor relationships to ensure alignment with business objectives and service delivery.
- Coordinated with external vendors to purchase hardware and software.
- Identified opportunities for improvement within existing IT infrastructure and processes.
- Provided technical guidance and direction to staff members in the areas of systems design, development and implementation.
- Managed a team of highly-skilled IT professionals responsible for system architecture, design and development.
- Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
- Developed and maintained processes and technology roadmap to achieve business objectives.
- Supervised lifecycle processes pertaining to IT framework.
- Met with stakeholders to collaborate and resolve problems.
- Procured IT resources for strategic and operational computing requirements.
- Managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
Computer Operator
MIT Lincoln Laboratory
Lexington, Massachusetts
10.1987 - 05.1996
- Operated computer systems for data processing and analysis tasks.
- Installed, configured and maintained computer hardware and software systems.
- Troubleshot office equipment, computer hardware and software issues.
- Monitored system performance and managed error corrections effectively.
- Collaborated with technical teams to troubleshoot and resolve hardware and software issues promptly.
- Input data from multiple sources and output data to various forms of physical media.
- Trained staff members on work activities and computer application usage to enhance operational efficiency.
- Facilitated communication with customers, employees, and vendors to resolve inquiries and complaints effectively.
Education
Bachelor of Arts -
Northeastern University
Boston, MA05-2003
Skills
- Strategic planning
- Operations management
- Performance metrics analysis
- OKRs and KPIs
- Change management
- Technology implementation
- Operational efficiency
- Process improvement
- Budget administration
- Service level management
- Resource allocation
- Performance monitoring
- Cross-functional team leadership
- Cross-functional collaboration
- Team leadership
- Decision-making
- Problem solving
- Risk management
- Staff development
- Staff mentoring
- Recruiting and hiring
- Recruiting and retention
- Client relationship building
- Relationship building
- Documentation reporting
- Proposals presentations
- Results-driven
- Customer service
- Critical thinking
Certification
- ITIL Expert Axelos 2014
- COBIT 5 APMG 2014
- Project Management Boston University 2000
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkGig WorkLocation Preference
On-SiteRemoteHybridSalary Range
$45000/yr - $200000/yrTimeline
VP
State Street
09.2015 - Current
Service Level Manager
Cobham
10.2013 - 09.2015
IT Manager North America
Sophos
01.2012 - 10.2013
Senior Quality Manager
Nokia
10.2010 - 12.2011
ITIL Consultant
ICON Consulting
02.2010 - 10.2010
IT Senior Manager
Staples
05.2006 - 05.2009
IT Senior Manager
Fidelity Investments
05.1996 - 04.2006
Computer Operator
MIT Lincoln Laboratory
10.1987 - 05.1996
Bachelor of Arts -
Northeastern University