Michael Madden
Vice President Technology Services: Reengineering processes & leading teams to meet clients’ needs achieve cost savings.
- Role
- IT Support Services Manager at BBVA
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Michael Madden
I am a technology leader with strengths in client management and staff development. I…
Experience
IT Support Services Manager
Jan 2011 — Present · New York, NY, US
Serve in visible leadership role with accountability for overseeing remediation of help desk issues. Manage 3 technicians supporting stock / bond traders, research and financial analysts, and merger & acquisition (M&A) analysts. Created change management process and introduced Microsoft Systems Service Manager to cover incidents, problems, and changes. Developed business unit service level agreements (SLAs) to measure response time and resolution of level I through level V incidents. Automated numerous manual tasks.Key Skills: Technology Oversight, Help Desk Management, Team Leadership, Business Improvements, Vendor Management, Key Performance Indicators, Performance Management, Cross Functional Technology Management.
Education
Rutgers University–Newark
Bachelor of Science
Skills
- Inventory Management
- IT Strategy
- Business Continuity
- Data Center
- Troubleshooting
- Integration
- Microsoft Exchange
- E-Commerce
- Vendor Management
- Information Technology
- Virtualization
- System Administration
- Pmp
- Security
- Business Continuity Planning
- Leadership
- Business Process Improvement
- Risk Management
- Active Directory
- Vdi
- Infrastructure
- Servers
- Itil
- Project Management
- Blackberry
- Technical Support
- Business Analysis
- IT Management
- Asset Management
- Vmware
- Process Improvement
- Cloud Computing
- Databases
- Management
- Data Warehousing
- Customer Service
- Pgp
- Trading Systems
- IT Service Management
- Change Management
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