INFORMATION TECHNOLOGY EXECUTIVE

• Customer Service
• Strategic Planning
• Global Operations
• Technology Integration

An experienced I.T. operations executive specializing in technology business management. A decisive leader with a global portfolio charting twenty years of accomplishment. Tenacious hands-on problem-solver with an innate ability to ensure the highest levels of customer satisfaction. Technically adept, decisive leader with proven success in strategy and integration. A consistent record of excellence in developing innovative approaches for delivering technology within large, complex organizations. Thrive in dynamic, demanding environments while remaining pragmatic and focused. A keen eye for cost-savings by leveraging technology and altering business process.

CORE COMPETENCIES

• Technical Operations
• Budget Forecasting
• SaaS
• Visionary Leadership
• Organizational Restructuring
• CRM
• Team and Project Leadership
• Policy Planning / Implementation
• ERP

PROFESSIONAL EXPERIENCE

Confidential. February 2010 to Present
Director - IT

Currently involved in the design, implement and support of a scalable IT infrastructure for a unique creative start-up. Goal was to develop simple, elegant, low-cost solutions for franchise based organization. Developed, implemented and supported a highly successful end-to-end cloud-based solution which positioned this company perfectly for long-term growth. Currently reporting to CFO and CTO respectively.

Key Accomplishments

• Managed interactive media projects. Orchestrated complete re-design of web presence.
• Responsible for the design, development, and implementation of the company’s first ever customer call center which resulted in a 30% increase in overall enrollment.
• Implemented cloud-based technologies. (Salesforce.com CRM and Netsuite ERP)
• Migrated entire enterprise to Exchange e-mail infrastructure.
• Developed standards and technical specifications for multi-national franchise organization.
• Implemented an enterprise level document management solution.
• Re-negotiated several vendor contracts for various technologies resulting in significant savings.
• Developed and implemented an end-to-end social strategy including enterprise social media platform and collaboration tools.
• Built a support organization to handle incoming call volume and developed metrics to measure company-wide effectiveness.
• Developed and implemented a knowledgebase and other support tools.
• Designed and implemented Microsoft SharePoint solution for entire enterprise.
• Developed a complete training curriculum for new and existing corporate-wide technology efforts.
• Selected by C-level management to chair IT Steering Committee.

Confidential, New York, NY 2002 to 2009
Associate Director - Client Services and Engineering

Managed all facets of global computing operations including the technical and professional development of a team of 12 engineers. Provided long-and short term strategy for global media company. Hands-on senior manager leveraging a wide array of Microsoft technology in order to gain efficiency and reduce operating costs. Served at the lead Computer Forensics Investigator for Bertelsmann North American Operations. Investigations concluded positively, which resulted in significant savings. Trained and prepared for CFE certification.

Key Accomplishments

• Saved $52K per quarter by designing and implementing a software delivery system for entire Corporation.
• Implemented security policies across entire enterprise to harden endpoint devices. This resulted in dramatically reduced risk and decreased call volume.
• Successfully executed a project which saved over $100K per year by re-claiming wasted computer energy.
• Saved $120K per year by renegotiating vendor contracts.
• Developed custom software solutions in order to automate complex technical tasks and to allow the seamless implementation of software updates, patches and other changes.

Confidential, New York, NY 1998 to 2001
Manager - Desktop Operations / Customer Systems Support

Promoted to this position entailing management of an organization staffed by 25 personnel supporting approximately 18,000 customers. Engaged and managed relationships with software, hardware and break/fix vendors.

Key Accomplishments

• Instituted several process improvements that improved service levels from 76% to 91.7% — vs. the 80% rate typical in the industry.
• Successfully completed several large-scale technology integration projects on time and under budget with no impact to the business.
• Directed the implementation of software distribution tool, which yielded significant labor productivity improvements. This also provided software metering capability to facilitate licensing compliance.
• Developed hardware and software standards through continuous evaluation and review of core business requirements.
• Consistently controlled departmental operating and capital project costs within budget.
• Awarded Outstanding Customer Service – 1999

Confidential, New York, NY 1996 to 1998
Project Manager – New Technology Implementation

Successfully led numerous technology integration projects. This included migration from Lotus Notes to Exchange as well as Banyan Vines to Novell Netware. Projects were completed on time and within budget constraints.

Project Manager - End User Support Managed end-user support activities for several North American business units. Solely responsible for business analysis and support activities for several record label operations.

Confidential, Mahwah, NJ 1991 to 1996
Project Manager – Enterprise Technology

Was promoted through various levels of management. Provided support and direction on a variety of technologies directly related to business objectives. Awarded First Place Management Debate: "Financial vs. Verbal Praise" – 1993.

Technical Skills

Wintel architecture hardware – HP, Dell, Lenovo
Printing and Imaging
Bar code scanning technology
Wireless technology
TCP/IP Network Infrastructure
Mobile Computing - iPhone, Blackberry, etc
VMWARE Server and desktop
VoIP telecommunications

Windows Server – 2000 / 2003
Novell NetwareActive Directory / Group Policy(development and administration)Microsoft Exchange 2007Blackberry Enterprise ServerMicrosoft SharePoint

Microsoft SQL ServerOracle DatabasePHP, HTML, Javascript

Microsoft Windows 7, Vista, XP, 2000, NT, 9x, DOS
Linux OS (including Ubuntu, Mandrake, etc)
Mac OS
Microsoft Office Suite through to 2010
Lotus Suite
Forensics Toolkit
Desktop Image Creation

Wise Installer Microsoft SMS 2.0, Configuration Manager 2007 Encase VB and Winbatch Scripting

Education and Professional Development Associates Degree
Business Process Re-engineering
Project Management
Operational Manager to Strategic Thinker
Exchange Server Technologies
Computer Forensics
Forensics Boot Camp