Frank Natal

479 Station Road Rock Tavern, NY 12575

(845) 496-7263 (H) - (845) 492-1042 (C) - fnatal@hvc.rr.com
SUMMARY
Manager with expertise in Data Center Network Helpdesk Information Resource Mana
gement. This includes the responsibilities of managing all procedures related to
the identification, prioritization, and resolution of all end users Data Center
applications, connectivity request comprising over 3,000 securities dealers glo
bally, and interfacing with internal departments to develop and maintain organiz
ational strategies and operational efficiencies. Proven ability to build strong
relationships with staff and clients using, demonstrated commitment to strategic
objectives and ITIL familiarity and the capacity to learn new specialist skills
and knowledge as required, consistently demonstrated progressive experience in
the management of a technical support team.
SOFTWARE: Linux based applications, MQ-series, Windows 3.1, Windows 95/NT, HP-op
enview, Novell Client 4.9, TCP/IP, Ethernet, Token Ring, Avaya messaging server,
Veritas server backups, IBM OnDemand 7.1, Check point VPN-1 SecureClient, MS Of
fice, Outlook, MS Excel, MS Word, MS Power Point, Lotus Notes, PCOM 5.0, Firewal
l-1, IBM- AIX 1.5, IBM z/OS, OLTP/CICS, Remedy v7, RSA security manager, FTP, Te
lnet, Frame Relay,VPS, CA7/CA11, FDR/ABR, NCP, VTAM, TSO, DB2, JES2, FDDI, SNA.
HARDWARE: Middleware HP-blade server clusters, IBM PCs and compatibles, EMC Sym
metrix DMX-4 series storage solutions, StorageTek tape silos, SAN network, Cisco
routers, Nortel routers Ethernet, Cisco blade switches, IBM Shark disk data. IB
M Parallel Sysplex mainframes-z/OS.
PROFESSIONAL EXPERIENCE
NYSE EURONEXT, New York, NY 2005 - 2
008
Sr. IT Operations Manager
Replatforming Line-of Business Applications from Mainframe to Unix open system a
rchitecture. Coordinated closely with senior department managers, technical memb
ers, implementation managers and vendors in the implementation of all Data Cente
r planning initiatives conforming to ITIL best practices and maintaining infrast
ructure stability in IT service delivery.
· Assisted in deployment of the technology team initiatives utilizing ITIL best pr
actices, this included the deployment of Remedy system to replace older Sterling
Software technology, participated in projects initiated by the PMO office and b
usiness partners in replatforming applications from a mainframe environment into
an AIX Unix environment. Provide support for software, printing, and network ac
cess issues and desktop installations.
· Functioned as an Incident and Problem manager utilizing the Remedy Incident and
Change management application tools and responsibility for the known error Knowl
edge Server, worked with clients in conducting user acceptance testing when new
application access request were provisioned, participated in IT disaster recover
y initiatives.

NYSE EURONEXT, Brooklyn, NY 1996-200

5
Network Support Helpdesk Manager
Provided second level hands on problem determination and resolution for all netw
ork related problems and participated on all corporate disaster recovery initiat
ives, coordinate NOC problem resolutions with communication engineers and LAN/WA
N systems administrators. I have the ability to easily grasp and put into applic
ation new ideas, concepts, methods and technologies.
· Responsible for managing the Network Support Computer Operations team and togeth
er with my direct reports oversaw all batch scheduling production, performed roo
t cause analysis when encountering problems, delegated problems appropriately an
d manage the processing of incoming problem calls to the help desk via both tele
phone and e-mail to ensure courteous, timely, and effective resolution of end us
er issues. Made certain they were properly resolved and entered into the Remedy
problem tracking system.
· Established and enforced help desk service level commitments and response times
in consultation with end users to establish problem resolution, expectations and
applications timeframe commitments are met.
· Conduct research on emerging products, services, protocols, and standards in sup
port of help desk technology procurement and development efforts and worked as a
customer relationship manager to make certain all service level agreements with
customers are being properly carryout by the technology team.
ELECTRONIC DATA SYSTEMS, Rochelle Park, NJ 1990-1996
Operations Shift Manager
Managed a regional Data Center providing mission-critical service to all informa
tion systems and business process to EDS financial clients, directed Data Center
activities comprising of three rotating shifts.
· Evaluated, researched, negotiated and proposed a series of Tandem training cours
es for computer operators. The budgeted amount allocated was $100,000, the succe
ssful implementation resulted in a total cost of $95,000, realizing a savings of
$5,000, and a result in a more efficient problem solving team and enhanced cust
omer service.
The COCA COLA COMPANY, Secaucus, NJ - Operations Shift Supervisor 1987-199
0
EDUCATION, CIRTIFICATE & PROFESSIONAL DEVELOPMENT
BS, Business Management and Information Systems- Cum Laude, Marist College - 5/2
008
Certifications
ITIL Foundation Certification
Information Systems Analysis & Design Certificate, Marist
SIAC Leadership Development Training Courses and AIX UNIX courses.
REFERENCES
Will Be Furnished Upon Request.