Michael DeNinno

Experience

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  Charles Schwab

  Jan 1996 - Jan 2006

  Created and managed metrics from multiple data sources (Remedy, Aspect ACD, etc.) using SQL, business objects and crystal reports to monitor the performance of the Level 1-3 national service desk. Designed automated key performance indicators to identify service delivery workflow issues and developed a Balanced Scorecard user interface. Designed and facilitated a yearly metrics summit with senior leadership to analyze successes and challenges based on metrics and to set strategic business goals based on prior year’s performance.Conceptualized and led a Crystal Reports Mentoring Program to train junior technical staff members in the use of Crystal Reports and Business Objects Enterprise server. Established succession plan to fill metrics gathering requirements following promotion to Senior Business Process Analyst. Show less

  • Senior Staff, Metrics and Reporting

    Jan 2001 - Jan 2006

  • Senior Manager, Desktop Support

    Jan 1999 - Jan 2001

  • Senior Staff, Team Lead, Moves

    Jan 1997 - Jan 1999

  • Staff, Desktop Support Technician

    Aug 1996 - Dec 1997

  • Staff, Help Desk Phone Analyst

    Jan 1996 - Jul 1996
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  Charles Schwab

  Jan 2007 - Jan 2012

  In charge of network and system project leadership for corporate office builds, relocation and renovation projects. Coordinated deliverables of 15+ Schwab network and telephony staff resources and multiple vendors in personnel moves and larger functional group moves in and between multiple buildings in San Francisco. Subject matter expert and liaison with partners in Corporate Real Estate in the analysis and definition of technology requirements for branch location renovation and relocation projects as well as the design and build-out of Independent Branch Services locations. Managed and negotiated equipment procurement for desktop computers, laptops, and printers.Key project leader in the Geographic Strategy Project which reduced buildings from 6 to 2 to minimize Charles Schwab’s real estate footprint in San Francisco. Directed 18 contractors in the relocation of technology networks and systems for 24 headquarters move events with up to 300 people per move event. Delivered 24 branch renovation and relocation projects. Managed planning and installation of low-voltage cabling plant, desktop equipment move/install, network and analog/VoIP circuits. Complex projects included, converting Campbell, CA branch from analog to VoIP phone services while simultaneously merging 18 staff members into existing and adjacent space with no technology downtime. Also managed the Little Rock, AR branch move which encompassed the relocation of 15 team members into new space with no downtime after complete replacement of staff computer CPUs and customer lobby web account access devices. Show less Sourced to assume a proactive communication and training design role for the roll out and optimization of new technology and services throughout the enterprise. Collaborated with system wide technology departments in the creation of communications to announce changes to existing technologies and to introduce new tools or services. Ensured adequate customer training resources and developed or outsourced training prior to technology introduction.Launched a proactive customer service approach through the implementation of a drop in “laptop clinic”. The clinics were held in 4 corporate locations and provided end users with reimaging, training, problem resolution, and demonstrations of remote access tools. Set the standard for Schwab’s future support model, the “Tech Hub” format in which customers come to technicians versus typical Help Desk/Trouble Ticket approaches.Vastly reduced technical support calls through the design of a hand held remote access instructional guide. The tri-fold remote access guide assisted users in utilizing Schwab's virtual office technology platforms. The updated manual is still in use and is distributed with every new company laptop. Led conceptual design of customer service tips produced in Flash. The short cartoon skits illuminated the courtesy and quality aspects of IT support. Collaborated with a team of 4 graphic designers in the development of flash code, character development, recorded voice-overs, and the creation of storyboards and scripts. Utilized skills set in data gathering and analysis to execute the discovery phase of a large scale project to replace the 300+ branch multi-function printers (MFPs) with color MFPs. Produced printer inventory reports and summarized characteristics and physical usage in Crystal Reports.Managed the communication of timeline, process, and new technology benefits for the company-wide replacement of SecureID remote access tokens with Verisign tokens. Show less

  • Senior Staff Project Manager: Corporate Moves

    Jan 2008 - Jan 2012

  • Senior Staff, Business Process Analyst

    Jan 2007 - Jan 2008
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  Charles Schwab

  Feb 2014 - Sept 2015

  Promoted to service leader overseeing a team of 3 “concierge” technicians that service the independent branch (IB) locations and deliver initial installation of technology. Interface with Corporate Real Estate construction project management and technical project managers, coordinating opening of new locations. Consistently seek opportunities for automating and streamlining the installation and upgrade process. Manage performance and continuous enhancement of desktop, A/V and voice technology in IB locations. Source and manage vendors in procurement and installation of new technology. Serve as Level 3 support for technology infrastructure issues escalated from the National Service Desk including non-technical operational issues such as build-out of temporary space. Document, test and train team members in the use of various tools such as SCCM console, Merlin, and Solar Winds. Manage support turnover to National Help Desk following achievement of full technology operational status of new branch locations. Show less

  • Technology Service Owner, Independent Branch (IB) Services

    Sept 2012 - Sept 2015

  • Lead Windows 8 Branch Office Deployment

    Feb 2014 - Dec 2014
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  Airbnb

  Apr 2019 - May 2024

  • Media Productions Program Manager

    Sept 2015 - May 2024

  • Manager

    Apr 2019 - Mar 2020
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  Me, Myself and I

  Jun 2024 - now

  Retired