SUMMARY:

• An accomplished senior leader with extensive subject matter expertise in IT Services Management (ITSM) and ITIL methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements.
• A proven leader with a track record for identifying talent, building and motivating high performance and diverse teams that work cooperatively to achieve goals.
• Highly articulate, excellent interpersonal skills and comfortable interacting with customers and cross - functional teams.

TECHNICAL SKILLS:

SKILLS: Program & Project Management Payment Control Industry (PCI) and SOX Compliance Business & Technical Requirements Relationship Management Departmental Management Technology Needs Assessment & Solutions Team Building & Leadership Hiring, & Motivating Healthcare IT Service Management

PROFESSIONAL EXPERIENCE:

Confidential, Corona, CA

Manager, Product & Project Implementation

Responsibilities:

• Provide a framework for evaluating the service capability and risk profile before a new or changed service or product is released or deployed.
• Interfaced cross functionally with the entire Confidential organization and partnered with business leaders to understand direction and identify technology solutions to meet current and future business needs.
• Ensure that the service can be managed, operated and supported in accordance with the requirements and constraints specified.
• Implementation and management of organizations tool supporting project tracking, change management, resource and demand management, funding and expense tracking, dashboard and reporting of project and organizational metrics.
• Maintained compliance and Managed remediation for PCI and SOX audit actions.
• Resource demand planning and staffing.
• Provide knowledge and information to expedite effective decision making regarding the promotion of a release through the test environments and into production.
• Provide efficient repeatable implementation mechanisms that can be used to deploy releases to the test and production environments and be rebuilt if required to restore service.
• Management of the Change Management processes and Technical Change Advisory Board (CAB).
• Problem Management owner for change induced incidents impacting EUS organization.

Manager, Enterprise Client Management Solutions

Confidential

Responsibilities:

• Coordinate with other teams to ensure all necessary services are available and ensure adherence to standard operating procedures, policies, and regulations responsible for ensuring our clinicians are able to access medical records, images, transcriptions, lab results, and more and are available 7x24
• Establish well managed processes and create a culture of process execution and improvement to allow for nimble business planning and response in a dynamic business environment by Aligning and migrating to IITIL v3 framework
• Established Problem Management team focused on ensuring timely resolution, documented root cause, tracking of known errors and proactive analysis of incidents for trends.
• Managed PCI audit findings through successful resolution. Created processes to ensure proactive monitoring and remediation of vulnerabilities
• Support departmental budget goals and participate in yearly forecasting and monitoring throughout the year and ensure the department is compliant with all process management standards
• Successfully executed leadership in developing, implementing and maintaining departmental processes, identifying and resolving departmental issues, and directing, guiding and supporting the staff in the performance of their responsibilities.
• Recruit, develop, and motivate staff, initiate and communicate staffing actions including, employment, termination, performance reviews, salary reviews, and disciplinary actions.

Confidential, Santa Clara, CA

Manager, Global IT Operations and Service Delivery

Responsibilities:

• Identified and managed service improvements that increased customer satisfaction and ensured satisfactory delivery of all projects and developed cross-organizational business relationships to strengthen delivery of team initiatives.
• Established and led a cross-functional management team to coordinate, manage and strategize operational plans between IT, Business Units, Outsourced Partnerships and lab organizations reporting back to executive management.
• Acted as interface between Engineering organizations and outsourced IT provider
• Single point of contact for escalations
• Ensure all required resources are assigned to projects and tasks
• Actively participate in management, technical resolution, and root cause analysis activities
• Built a successful lab support organization providing services for local desktop, server, network administration, asset control, and procurement requirements.
• Implemented service desk and multi-level support practice utilizing Remedy product.
• Reduced costs through the outsourcing of low level tasks including service desk, level 1 support, shipping/receiving and inventory control.
• Established SLA policies providing regular metrics reports and operational updates to upper management
• Co-Founded Global Lab Security Federation defining best practices across all Confidential labs to secure monitor and maintain the integrity of lab systems and networks.
• Led development and implementation of virtual client solution effort, significantly reducing overall engineering support costs.
• Contributed to the development and deployment of usage tracking tools to ensure all assets are effectively used
• Led implementation of Global Booking Tool resulting in tracking availability of lab resources globally
• Providing tools promoting virtual use of lab solutions reducing requirements for new or expanding labs for both Confidential and Partner sites globally.
• Manage Partner infrastructure lab use requirements (on-site and off-site)
• Manage solutions providing tools and resources for offshore partner sites
• Manage a multi-million dollar general operating team budget and the budgets of multiple BUs lab infrastructure needs.
• Key contributor to mergers acquisitions and divestiture teams
• Successfully integrated data center operations and R&D infrastructure for multiple acquisitions
• Segregated divested business units from Confidential ’s R&D infrastructure
• Member of Global Business Continuity Team: Western Regional Prime.

Confidential

Sr. Architect/Project Manager

Responsibilities:

• Managed the integration for multiple acquisitions of their corporate and R&D servers and applications into the Confidential infrastructure and Coordinated data center relocations into Confidential ’s Santa Clara data center.
• Drove server consolidations resulting in significant cost savings.
• Managed Engineering R&D infrastructure ensuring SLA’s were met, resources were assigned and escalations were addressed as required.
• Led technical teams in management and resolution of serious issues providing updates and root cause analysis to management and Ensured all contractual obligations were met as expected, addressing issues as required.

Confidential

Unix Architect, Business and Technology Solutions

Responsibilities:

• Managed Unix support team providing architectural and engineering services across Clarify’s corporate and R&D environments. Team member providing Confidential Business Units with various IT solutions resulting in new or improved infrastructure solutions Throughout Confidential ’s Enterprise business

Confidential, Pasadena, CA

Manager, Engineering Unix Support

Responsibilities:

• Managed a team of 15 for a multi-site/multi-platform environment supporting the operations and development of flight software for current and future satellite missions.
• Supported all servers, desktop, and build machines on multiple platforms including SunOS, Solaris, HP-UX, Linux, AIX and IRIX. Maintained and supported all user tools, compilers and environments, including various vendor applications, Perl scripts and Shell scripts.
• Implemented standardization policies for system configurations and user environments
• Designed and implemented RAID/NFS/NIS environment eliminating single point of failure issues.

Confidential, Cupertino, CA

Manager, Engineering Unix Support

Responsibilities:

• Working manager of the Unix team supporting Rational's Engineering and Tech Support groups. Responsibilities
• Supported all servers, desktop, and build machines on multiple platforms including SunOS, Solaris, IRIX, Digital Unix, HP-UX, and AIX and maintained all user tools, compilers and environments.
• Managed NIS and DNS servers, all Unix dial-in (PPP & ISDN), and local networks.
• Ensured that all service calls are completed to the users satisfaction
• Maintained all system support contracts.