RICHARD S.

ZWEIG VP | Director IT Client Success

Hillsborough, NJ | 908-642-2502 | rzweig@yahoo.com | LinkedIn Profile: https://www.linkedin.com/in/richardzweig
PROFESSIONAL PROFILE
More than fifteen-years of experience in IT with an expertise in strategy and planning that drives client success
An inspired self-starter and manager known for taking initiative and following through to successful completion of projects
Viewed by colleagues as a creative and energetic problem-solver who consistently looks through the lens of the customer
An inclusive, team-oriented manager who effectively communicates company goals to staff and leads by example
Highly organized, analytical thinker with strong communication skills
CAREER ACCOMPLISHMENTS
NYFIX (NYFIX Services purchased by NYSE Technologies then Ullink)

Feb 2008 through Apr 2015

Ullink Oct 2014 through Apr 2015

Management identified operations changes as a top pain point and that it was adversely affecting clients. Helped address
this pain point by strategically implementing a global change management program for operations in less than 3-months
and produced metrics that indicated change lifecycles improved
Managed service levels for major client enhancing the relationship with the client by indicating the service consistently
exceeded the defined SLAs
Produced Business Continuity Plans for use by Sales and Account Managers to remove BCP concerns with existing and
potential new customers
NYSE Technologies - Jan 2010 through Sep 2014
Strategically developed and managed a new team of Service Advocates that liaised between Lines of Business (LOB)
and Global IT to address service issues and improve communication amongst operations teams. Advocates developed
relationships and were gate keepers in the SDLC leading to a vetting out of service and support issues prior to going live.
The team successfully executed improvement projects that led to operational efficiency
Developed procedures for incident, service request, problem and change management workflow and helped determined
which tools will be used for each allowing teams to collaborate and service clients more efficiently. Determined,
maintained and reported to senior management associated performance metrics for future planning
Managed several global operations teams with diverse skill sets because the teams strategically aligned and it allowed
management to reduce management resources
NYFIX, Inc. Feb 2008 through Dec 2009
Managed a weekly Service Forum that evaluated methods to reduce major outages through performing deep dives with
all teams. Developed continuous improvement projects to address identified needs. Generated weekly reports so C-Level
managers could view progress and develop strategy
Compiled operational level objectives including CSFs and KPIs and maintained monthly monitoring of these key
business metrics
Bear Stearns, Inc.
Feb 1999 through Feb 2008
Managed projects related to the development of procedures, user guides and manuals for several operations center teams
Manage the activities and personnel in the Network Operations Center during the 1st Shift (during US Market Hours)
Participated in Six Sigma Black Belt program resulting in a decrease in major network outages by 75%
ACTIVITIES AND MEMBERSHIPS
Association for Computing Machinery (ACM)
Elected member of the Board of Trustees, Brookside Square Residential Community, Inc. with management of over $1.5 M
EDUCATION AND TRAINING
Master of Science, Business Intelligence: Saint Josephs University, Haub School of Business, Philadelphia, PA
Bachelor of Science, Geology: State University of New York, Oneonta
Certifications and Training: ITIL v3 (Foundation; Release Control and Validation), Network Engineering and Data Communications,
Chubb Institute, Six Sigma Black Belt (Non-Certified) ASQ