About

zman2904@gmail.com
(412)974-0825
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Education

Bachelor of Science in Human Development and Family Services, Minor in Psychology Pennsylvania State University, State College, PA, 1993 – 1997

Leadership & Organizational Change Certificate Program Robert Morris University, Moon Twp. PA, 2021 – current

Delivering top performance through innovative program leadership, business partnerships, and team engagement.

Strategic IT operations leader who drives excellence through exceptional customer service, technical knowledge, business acumen, analytics driven decisions, client service, and people management. Establish and grow organization-wide partnerships to achieve excellence in operations and customer satisfaction. Trusted business partner who contributes to strategy, planning, and execution of ISD initiatives. Dynamic leader skilled in customer service, staff selection, training, coaching, and development.

Areas of Expertise

  • Exceptional Customer Service
  • Technical Leadership
  • Financial Oversight
  • Effective Communication
  • Operational Leadership
  • Process Improvement
  • Training and Mentoring
  • Creative Problem Solving
  • Client Relationship Management
  • Project Management
  • Data Analysis
  • Vendor Relationships

Career Experience

Senior Manager, ISD Shadyside Hospital Site Manager  UPMC, Pittsburgh, PA                   
(2014 – Current)
Ensure IT operations are aligned with overall business objectives. Manage multiple teams in delivery, operation, installation, and support of technology and services at UPMC Shadyside. Lead initiatives to identify and execute continuous improvements. Monitor data for security and integrity. Partner with leaders across campus and enterprise to address concerns and identify needs. Hold responsibility for operations budget. Oversee delivery of learning and development initiatives.

  • Improved year-over-year customer service rating by 23.6%.
  • Manage all IT initiatives for 439 bed hospital, with over 6000 devices, and over 3800 staff members.
  • Directed technical implementation for decentralization of nursing units. Implemented PCs in all rooms, pods, and digital signage to drive improved efficiency of patient care. Completed project $63K under IT budget.

Shadyside Hospital PC Support Lead UPMC, Pittsburgh, PA
(2012 – 2014)
Partnered with leaders and managers across organization to resolve issues and promote collaboration. Directed, coached, and engaged staff to promote effectiveness and ensure performance target achievement. Contributed to new staff selection and training. 

  • Received A.C.E.S in 2014 for providing exceptional customer service.
  • Founding member of Essential Services Council.

PC Support, Intermediate UPMC, Pittsburgh, PA
(2010 – 2012) Delivered tier-II support for staff and vendors. Contributed to project scoping, planning, and execution, including equipment relocation. Ensured effective performance of standard equipment, software, and devices, including installation, configuration, and service.

  • Consistently outperformed performance targets by 30%   
  • Earned promotion through top performance. 

Additional Experience

Senior IT Support Specialist/Team Lead-UPMC Siemens IT Solutions and Services, Pittsburgh, PA (2007 – 2010)
Oversaw team providing support to 30K end users on University of Pittsburgh Medical Center account. Ensured maintenance of service level agreements in 24-7 environment. Coordinated schedules to deliver continuous coverage. Delivered technical support for software and hardware. Maintained equipment records. Interviewed and hired technical support team.

Onsite Break-Fix Technician at UPMC Xerox Connect, Pittsburgh, PA (2002 – 2007)
Provided troubleshooting and repair services for computer hardware and printers at UPMC Shadyside.  Maintained contractual SLA of 4hr onsite/8hr fix. Worked with end-users, Hospital IT teams, and equipment manufacturers to insure fast, quality service.