Service Delivery Manager - Information Technology Manager - Proj

92 MAIN STREET MINEOLA NY 11501 *PHONE: HOME - (516) 385-4964 ~ CELLULAR - (516) 967-0594 *E-MAIL: CARLOS PETIT PROFILE Information Technology Professional with expertise in a diverse range of technol ogies. Demonstrated great success in managing to customer experience, organizati onal efficiency, and profitability. Participated in mergers, acquisitions and so urcing solutions. A proven track record of increasing operational efficiencies, and achieving results. Extensive technical experience in financial systems, Call Center, Infrastructure, Vendor Management, and IT Service Management. ?????????????????????????????????CORE COMPETENCIES Proactive Management * Predictive Management * Availability Management Incident Management * Problem Management * Change Management Relationship Management * Sy stem's Management * Root Cause Analysis/Defect Prevention WORK EXPERIENCE Nov. 2006 - Nov. 2007 JPMorgan Chase, New Hyde Park, NY Priority One Global Production Assurance Manager * Managed applications availability utilizing structured incident Mgmt processe s and tools. * Utilized an advanced Root Cause analysis process to successfully eliminate ne twork, application, and/or infrastructure defects. * Managed the defect prevention program which eliminated repeat incidents, redu ced restoration of service duration, and improved application availability. * Interacted with various technical teams in order to perform problem isolation , Transaction and component Monitoring and instrumentation enhancements, compone nt bulletproofing, Service Level and Operational Level agreements compliance. * Partnered with internal and external support organizations in order to bullet proof supported infrastructure including the elimination of single point of fail ures, process streamlining and standardization. * Insured that all Run books are updated and that all support personnel are awa re and equipped for future occurrences. * Proactively performed trend analysis on Incident as well as application resou rces in order to prevent future disruptions. Jun. 2003 - Oct. 2006 JPMorgan Chase, New Hyde Park, NY Service Delivery Manager - Retail Financial Center * Worked in the Service Delivery Management organization as a Senior Technical Officer. My responsibilities included: * Proactive visibility and state of health monitoring of the Retail infrastruct ure (Wide Area, Local Area, Client Server, Mainframe, eBanking and ATMs). * Provided proactive and predictive monitoring Utilizing HP Openview, Tivoli Ne tcool, and sitescope. * Provided 24/7 monitoring utilizing synthetic transactions simulating true cus tomer experience. * Utilized State of Health Dashboard to proactively identify performance deviat ions in systems resources and transaction response time. * Administrative support for Active Directory by creating and maintaining user accounts and privileges. Jan. 1983 - May. 2003 Chase Manhattan Bank, Melville, NY Senior Technical Officer - SDM Implementation

* Manager of Chase Retail Banking Staging Center; responsible for ordering, del ivering, installing and testing hardware prior to end-user installation. * Implementation manager for the deployment of the WOW '96 systems to 334 Branc hes, Back offices and Training sites. * Managed the system upgrades to 305 former Chemical branches. * Implementation manager for the deployment of the Chase Bank of Texas systems to 175 Branches as well as the CBNJ systems to 45 Branches. EDUCATION AND TRAINING 1981 - 1983 Suburban Technical, Hempstead, NY AS Digital Computer Technology 1983 - 2007 Certified: Windows NT/XP Admin, Lotus Notes Admin Diversity Awareness, HP Openview Administration. Six Sigma Green Belt, CISSP trained. PROFESSIONAL AWARDS RECEIVED Service Star Awards (14) - Peer Recognition Program REFERENCES Business and Personal References Furnished Upon Request