- High-Intensity Interval Training
- Team Sports
- Gym Workouts
- Passionate about balancing physical health with mental and emotional wellness
- Enjoy participating in seminars for overall physical and mental well-being
- Participating in fundraising events to support local charities, schools, or community projects
- Fundraising Events
- Road Trips
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Artificial Intelligence (AI) and Machine Learning
- Outdoor Recreation
- Animal Care
- Personal Development and Self-Improvement
- Watching Movies and TV Shows
- Reading
SALVATORE CANONICO
Colonia,NJ
Summary
Dynamic IT and operations leader with over 20 years of experience as a trusted advisor and client advocate in federal government environments. Demonstrated expertise in bridging the gap between business and IT, driving service excellence, and leading cross-functional teams to deliver mission-critical programs. Proficient in ITIL-based service management, continual service improvement (CSI), and organizational change management (OCM). Recognized for enhancing customer relationships, optimizing operational performance, and aligning IT services with overarching business objectives.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Manager, General Information Technology / Client Engagement Lead
Peraton (Federal Reserve Bank)
Colonia, NJ
06.2020 - Current
- Serve as a primary interface and client advocate between program teams and Federal Reserve stakeholders
- Lead cross-functional teams across engineering, cybersecurity, and operations to ensure aligned service delivery and mission success
- Drive business-IT alignment, translating customer priorities into actionable execution plans
- Oversee continual service improvement (CSI) initiatives, improving service quality, efficiency, and stakeholder satisfaction
- Establish governance rhythms including status reporting, KPI tracking, and executive briefings
- Identify risks, dependencies, and service gaps, acting as an escalation point for operational issues
- Strengthen customer relationships through proactive communication, transparency, and delivery excellence
- Coordinate across vendors and internal teams to ensure seamless program execution and contract alignment
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Service Delivery Manager / Technical Coordinator
Perspecta / DXC Technology / HPe / HP / Netlincor (Federal Reserve Bank)
Colonia
08.2011 - 05.2020
- Led service delivery initiatives to enhance customer satisfaction and operational effectiveness.
- Managed cross-functional teams to streamline processes and optimize service delivery workflows.
- Developed and implemented strategic plans for service improvement, aligning with organizational goals.
- Oversaw client engagement activities, ensuring timely resolution of issues and fostering strong relationships.
- Conducted performance evaluations to identify areas for continuous improvement within service teams.
- Coordinated with stakeholders to define service level agreements and monitor compliance metrics.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Enhanced service delivery by developing and implementing efficient processes.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Led cross-functional teams to achieve project goals on time and within budget.
- Facilitated completion of deliveries and verified documentation.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Coordinated and led internal and external site team meetings.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Contributed to internal and external account reviews.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Coordinated technical support initiatives, enhancing team productivity and operational efficiency.
- Led cross-functional teams in troubleshooting technical issues, fostering collaboration and quick resolution strategies.
- Handled escalated calls for technical support to back up team members.
- Collaborated with cross-functional teams for seamless integration of technology solutions, improving overall productivity.
- Maintained detailed documentation on all technical procedures, providing a valuable resource for team members seeking guidance or clarification on specific tasks or processes.
- Set schedules for preventive maintenance and on-site repairs.
- Served as the primary point of contact for troubleshooting and resolving technical issues, maintaining a high degree of customer satisfaction.
- Implemented best practices in data management, ensuring the security and integrity of sensitive information.
- Coordinated software updates to minimize disruptions while maximizing benefits gained from new features or bug fixes.
- Oversaw work of technical team and tracked progress against assignment objectives.
- Delivered service levels in line with agreements by coordinating on-site support or remote assistance.
- Managed projects, ticketing and CRM tracking to document support and control workflows.
- Ensured business continuity by developing robust disaster recovery plans that minimized disruption in the event of unforeseen circumstances or system failures.
- Managed technical resources for optimal performance, ensuring timely completion of tasks across various teams.
- Led cross-functional teams to successfully complete IT projects.
- Monitored and tracked project progress to support timely completion.
- Communicated project updates to stakeholders at all levels.
- Partnered with project team members to identify and quickly address problems.
- Resolved staff conflicts and identified potential areas of improvement.
- Implemented best practices to drive quality IT project delivery.
- Established and enforced project timelines and deadlines.
Manager – Data Center Operations
Bank of New York Mellon (Pershing)
Somerset, NJ
11.2004 - 07.2011
- Managed infrastructure and personnel in a 4 site Data Center structure.
- Assisted in moving data center hardware and personnel from Florham Park to Somerset, New Jersey.
- Set-up and ensured all heritage Pershing Operator workstations functioned properly out of the Tennessee Data Center.
- Directly responsible for 7 staff members, responsible for creating goals and conducting End of year reviews.
- Integrated Pershing staff with BNY and Mellon team members located in Tennessee, Pittsburgh, and Chennai (India).
- Trained heritage BNY/Mellon Operations staff on the Pershing environment.
- Dialed-in and assisted on all Priority (Critical) 1 issues generated throughout the company.
- Wrote up all Priority (Critical) 1 issues in preparation for the daily 8 am morning meeting which discussed all major issues during a 24-hour period.
- Prepared a monthly report tracking Pershing’s most ‘critical’ applications.
- Member of the firm’s Disaster Recovery team, taking part in up to 6 DR exercises a year. In charge of recovering the Production Mainframes (Pershing, BNY & Mellon) from the DR site in a 4-hour window.
- April 2011, Extra Mile Award recipient. This award is given to those who have gone above and beyond their job requirements.
Supervisor / Senior Operator
Pershing LLC, Florham Park, NJ
Florham Park, NJ
06.1997 - 11.2004
- Supported enterprise production environments across mainframe, UNIX, and distributed systems
- Developed SOPs, SLAs, and operational documentation supporting compliance and audits
- Played a key role in cross-platform integration and operational standardization
- Earlier roles: Junior Operator, Tape Librarian
Education
The Chubb Institute of Computer Technology
New Brunswick, NJundefined
Middlesex County Community College
Middlesex, NJundefined
Central Connecticut State University
New Britain, CTSkills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Strategic planning
- Operations management
- Project management
- Cross-functional teamwork
- Customer relationship management (CRM)
- Performance management
- Conflict resolution
- Performance evaluations
- Key performance indicators
- Employee onboarding
- Coaching and mentoring
- Work prioritization
- Policy and procedure development
- Recruiting and interviewing
- Risk management
- Partnership development
- Change management
- Vendor management
- Stakeholder management
- Cross-functional team management
- Teamwork and collaboration
- Problem resolution
- Positive attitude
- Adaptability and flexibility
- Attention to detail
- Problem-solving
- Multitasking Abilities
- Excellent communication
- Organizational skills
Accomplishments
- Collaborated with team of 50+ cross-functional engineers, cybersecurity specialists, and operations personnel in the development of mission-critical IT service delivery programs supporting Federal Reserve Bank systems.
- Documented and resolved high-priority incidents, service disruptions, and systemic operational issues which led to improved SLA adherence, reduced downtime, and enhanced service reliability across high-availability environments.
- Achieved increased stakeholder satisfaction and strengthened client trust through effectively helping with incident escalation management, executive communication, and business relationship management (BRM).
- Achieved measurable improvements in service performance and operational efficiency by completing continual service improvement (CSI) initiatives and ITIL-based process optimizations with accuracy and efficiency.
- Developed and implemented Excel- and Tableau-based reporting solutions to monitor software currency and End-of-Life (EOL), enabling proactive risk management and lifecycle planning.
- Achieved reduced ticket resolution times and improved workflow transparency by leveraging Remedy and ServiceNow and enterprise ITSM tools for incident, change, and service request management tasks.
- Drove resolution of service issues through coordinated testing, validation, and cross-team collaboration, ensuring service continuity and enhanced client satisfaction.
- Supervised team of 20+ IT operations and service delivery professionals across multiple functional areas.
Certification
- ITIL v3 Certified
- HMC Certification
- Data Center Support (Chubb Institute)
Interests
Timeline
Manager, General Information Technology / Client Engagement Lead
Peraton (Federal Reserve Bank)
06.2020 - Current
Service Delivery Manager / Technical Coordinator
Perspecta / DXC Technology / HPe / HP / Netlincor (Federal Reserve Bank)
08.2011 - 05.2020
Manager – Data Center Operations
Bank of New York Mellon (Pershing)
11.2004 - 07.2011
Supervisor / Senior Operator
Pershing LLC, Florham Park, NJ
06.1997 - 11.2004
undefined
Middlesex County Community College
undefined
Central Connecticut State University
The Chubb Institute of Computer Technology