Issac Berkovits

Current

• Director, Enterprise Service Desk at ACC Capital Holdings

Past

• Vice President Customer Support at IndyMac Bank
• MANAGER, HELP DESK / APPLICATION SUPPORT at Unimed

Education

• Los Angeles Valley College

Recommended

42 people have recommended Issac

Connections

236 connections

Industry

Information Technology and Services

Issac Berkovits’s Summary

At ACC Capital Holdings within 9 short months, created from ground up an entire Service Desk and Application Support departments consisting of three Call Desks, Request Desk, Escalation & Notification team, Application Support (Tier II & III), and a Service Solutions team.

At ACC Capital Holdings, within 1 year and 5 months received additional responsibilities to manage Enterprise Service Desk centers by rebuilding department for consolidation of the entire Ameriquest family of companies to include support for 7,000+ internal employees plus over 45,000 external customers.

At ACC Capital Holdings, structured a Service Desk center with all required applications and tools and directed the build-out of a $2 M Call Center facility.

At ACC Capital Holdings, directed development on exact specifications of the ticket tracking tool (Peregrine) creation with complete success to be used within Service Desk and across our IT department with a staff of 800+.

At IndyMac, engineered an in-sourced technology solution resulting in over $10.5M savings, and $1.3M annual reduction.

At IndyMac, deployed best in class client support resulting in a 87% first call fix and 99.5% customer satisfaction survey results exceeding corporate expectations and industry standard Service Levels for 1st and 2nd level support.

At IndyMac, responsible for the creation and implementation of newly designed tracking application used to enhance client support by integrating Remedy into the business processes of the IT organization saving over $1.6M annually.

Issac Berkovits’s Experience

• Director, Enterprise Service Desk

  ACC Capital Holdings

  (Privately Held; 5001-10,000 employees; Banking industry)

  September 2004 — Present (5 years 4 months)

  Lead the daily 24x7 operations of the Service Desk. Responsible for six departments with 47 employees supporting a 7,000+ node Wide Area network in multiple nationwide locations.
  
  The Service Desk team provides technical and application support via the utilization of Peregrine for multiple in-house loan systems including loan origination, underwriting, appraisal, funding and a Web based loan solution. Also, responsible for supporting Windows 2000, XP, Microsoft Office 2000/2003, Lotus Notes, Visio 2000/2002, Project 2000/2003, and Adobe Acrobat Writer 7.0, among numerous homegrown applications.
  
  Responsible for database application support on creating fixes and “work-arounds” while solutions to issues are addressed.
  
  
  Defined business definitions in order to provide better overall support to the client base; in addition, proper metric reports for upper management and measure survey responses from client community to enhance support.

• Vice President Customer Support

  IndyMac Bank

  (Public Company; 5001-10,000 employees; NDE; Banking industry)

  April 2000 — November 2004 (4 years 8 months)

• MANAGER, HELP DESK / APPLICATION SUPPORT

  Unimed

  (Privately Held; 501-1000 employees; Hospital & Health Care industry)

  1998 — 2000 (2 years )

  Led the Help Desk team to meet strategic business objectives in the development of revenue generating products and services within the medical field. Managed the Help Desk team with 43 employees located throughout seven separate medical groups totaling fifteen facilities in Southern California. Supported IDX, AS/400, all Windows platforms and Microsoft applications, company wide; in addition to business critical propriety applications.
  
  Responsible for full design, implementation and administration of McAfee Help Desk application Server running on SQL Server. Managed web design team owning all Intranet related content for business critical applications. Managed key technology vendor relationships to ensure aggressive pricing, timely acquisition, and optimal vendor technical support. Performed all Systems Operations budget forecasting aligning departmental spending with business unit goals and uptime requirements resulting in $740,000 annual savings.

Issac Berkovits’s Education

• Los Angeles Valley College

  Coursework , Business Administration , 1989 — 1991

Additional Information

Issac Berkovits’s Groups:

•    FrumNetwork
•    Ameriquest Information Technology Alumni
•    IndyMac Corporate IT Alumni

Issac Berkovits’s Contact Settings

Interested In:

• career opportunities
• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch