JIMMY ANGELINO

87 Roosevelt Avenue
Westwood, NJ 07675
201-925-5075
jalifeskills@yahoo.com

PROFESSIONAL SUMMARY
Astute, forward thinking VP, Senior Client Services Manager
and Service Management Director with 20+ years success
defining strategic objectives and applying leadership skills
to achieve dramatic, bottom-line results. Leverage broad
business acumen, industry best practices and comprehensive
IT knowledge to drive change, mitigate risk and elevate
standards of efficiency. Pivotal resource for leading
companies such as Vornado Realty Trust, White & Case (legal
firm) and Merrill Lynch (19 years). Consistently
recognized/awarded for innovative contributions and
exemplary dedication to quality.
* Versatile leader with "big picture" vision and an
uncanny ability to stay on top of all the details.
Consistent success in developing the systems and processes
to streamline global operations, drive client service
initiatives, motivate/energize staff and enhance service
performance.
* Solutions-focused contributor, with a tenacious focus
on objectives and the ability to execute on multiple
priorities within fast-paced environments.
* Strategic business sense with keen understanding of
business priorities. Track record of managing global
service/support operations and projects flawlessly.
* Charismatic team builder and coach, passionate about
bringing out the best in the people. Solid achievement built
on the ability to inspire teamwork and tap into the
expertise of subordinates.
KEY COMPETENCIES
Leadership & Change Management Business Process Reengineering
Strategic/Tactical Planning Total Quality Management
Helpdesk/Desktop/End-User Support Budget/Expense Control
Project Management Knowledge Management
Staff Management/Team-Building Problem Resolution
Client Relationship Management Training
PROFESSIONAL CERTIFICATIONS
STI Help Desk Director
Master Black Belt, Tae Kwon Do, Hapkido, Self Defense &
Leadership WTF & Hapkido
Federations
Microsoft Certified Trainer Presentation Side Only
Total Quality Management
PROFESSIONAL EXPERIENCE
VORNADO REALTY TRUST, Paramus, NJ; 2007 - 2009
SENIOR CLIENT SERVICES MANAGER; 2 years
Developed strategies to enhance service delivery quality for
one of the largest owners and managers of real estate in the
US, with operational hubs in NY, NJ, DC and Chicago.
Supervised Helpdesk, Desktop Support, Training and End-User
Support with 6 staff (3 Helpdesk technicians, 2 desktop
technicians and one trainer).
KEY ACCOMPLISHMENTS:
* Assumed control of and turned around environment
without strong central leadership, no service management
model or strategy and Helpdesk/network staffs in conflict.
* Introduced service integration best practice model for
all new service portfolios, facilitating lookup on service
description, escalation, contact names/numbers and
troubleshooting tips for current and future integration.
* Implemented incident management, slashing response time
and overtime by 75%.
* Proposed and secured buy-in for a Helpdesk call-
monitoring tool, reducing call queues from 20 to an average
of 2, as well as end user hold times.
* Instituted standard phone scripts, desktop root cause
analysis, testing/verification, post mortems,
troubleshooting procedures, documentation and cross-
training.
* Modified Helpdesk standards/procedures for new hires,
changes and terminations.
* Standardized end-user notification for maintenance,
planned and unplanned outages.
* Built strong relationships within and outside of IT by
empowering staff members and fostering an atmosphere of
teamwork, ownership and accountability. Established a formal
year-end review process for staff. Created work order and
knowledge dictionaries for support groups and staff members.
WHITE & CASE, LLP, Manhattan, NY; 2003 - 2006
SENIOR MANAGER, SUPPORT SERVICES; 3 years
Supplied leadership and oversight of Helpdesk,
Problem/Service Management, Training and End-Support Support
for global law firm with operational hubs in US, Europe and
Asia Pacific Rim. Managed and motivated 30 employees (20
Helpdesk technicians, 5 problem/ service management
coordinators and 5 trainers).
KEY ACCOMPLISHMENTS:
* Championed replacement of outdated trouble ticketing
system to new service ITIL management tool across US, Europe
and Asia. Delivered project 2 months early, below budget and
with no major deficiencies and few cosmetic improvements.
* Established problem and service management group and
restructured Helpdesk into a Knowledge Center, improving
call resolution rate from 85% to 93% and decreasing speed to
answer from 15 to 3 seconds.
* Drove a 75% reduction in hundreds of outstanding end-
user trouble tickets.
* Built credibility and trust among user community,
raising satisfaction levels to 92%.
* Boosted morale through an empowerment/incentive program
and Management by Objectives.
* Played key role in Chief Knowledge Officer receiving
CIO Technology Service Award.
MERRILL LYNCH, Manhattan, NY; 1984 to 2003
VICE PRESIDENT; 19 years
Driving force directing Global Client Service Center, E-mail
Operations and Global Remote Access with a team of 40
supporting 58,000 users worldwide. Controlled budget for
expenses, capital, hardware, software, training and T&E.
Spearheaded process improvements to increase service
delivery, workflow management and employee
engagement/retention.
KEY ACCOMPLISHMENTS:
* Developed operational standards, policies and
procedures for 120 employees in different operating
departments.
* Saved $1MM+ and cut redundancy by one-third, by
dramatically restructuring operations.
* Researched, analyzed and implemented Total Cost Of
Ownership recommendations provided by The Gartner Group.
Solutions increased point of call resolution rate from 50%
to 82%, lowered abandon rate from 14% to 4%, and reduced
talk time from 5 to 2 minutes.
* Maintained high-quality performance standards for
global Intranet communications, cutting in-house and outside
consulting fees by $840K.
* Awarded for leading team of Microsoft-Certified
technicians and developers to successfully deliver a highly
visible $500MM business and technology project.
* Instituted incentive programs, MBO, cross-training and
team-building activities.
* Developed problem management solution tool that later
became part of the vendor's overall software problem
management package.
PROFESSIONAL AFFILIATIONS
STI
Help Desk Institute
BMC Magic User Group
TECHNICAL SUMMARY
SOFTWARE: MS Office Suite 2007/2003/2000, PowerPoint,
Publisher, Project, BMC Magic, Altiris, SMS, ITIL Service
Desk Tools, Remedy, Adobe Flash, CA Service Desk,
ACD/Centerview Supervisor, iManage, Deltaview, Humanics HR,
Mac Leopard, Mac Applications; iMovie, Pages, Keynote
NETWORKING: Active Directory 2003, TCP/IP Internetworking
& Protocols, Frame Relay, Lan Desk, GoverLan, Cisco
Hardware/Software, Troubleshooting, MPLS
EDUCATION
Bergen Community College, Paramus, NJ
Computer Science Studies