SUMMARY

Enable early/mid-stage enterprises to achieve operational success and scale for growth, by creating IT departmentsor transforming them from non-core and underperforming, to enablers of business operations and service delivery. Optimize information technology strategy, architecture, infrastructure, applications and departmental operations. Streamline business processes, improve customer service levels and lead complex projects, in collaboration with executives and business stakeholders. Resolve complex problems involving business, technology and organizational elements, leverage advanced technology to implement cost-effective solutions. Establish standards, policies and procedures, implement formal Help Desk support, assure technology stack stability/reliability and increase internal/external customer productivity and satisfaction. Build, lead and mentor teams to focus on customer satisfaction and deliver excellence. Business experience includes well-known Web-based companies in peer-to-peer file sharing,collaborativeSaaS solutions for education, magazine publishing and comparisonshopping. Possess extensiveinternational experience.

SPECIALIZED SKILLS

IT Strategy/Architecture Development ,IT Department Optimization/Management
Cloud Computing/SaaS Solutions ,IT Infrastructure Design/Implementation
System Design/Implementation ,Software Development ,IT Service Management
Global Project Management ,Cross-Functional Team Leadership ,Change Management
Network Security/Disaster Recovery ,Budgeting/P&L/Cost Control
Open Source Solutions ,Mobile Computing Solutions

PROFESSIONAL EXPERIENCE

Independent Consulting and Parenting 2010 to Present
Devoted personal transition time to family and child-raising; focused professional activities on building e-commerce infrastructure for Badgetec Inc.. Also created infrastructure for Hahaas Comedy Ringtones, provided general business guidance, created automated tool for ringtones submission to the iTunes Music Store; and consulted with local small businesses concerning technology infrastructure and network issues.Extensive ongoing effort to maintain currency and improve technical and managerial proficiency.

Confidential,New York, NY 2009 to 2010
Director of IT
Reported to CEO, managed 8 resources; hired as senior IT executive to implement and operate infrastructure and teams required to support ecommerce infrastructure, peer-to-peer file sharing service, online music store, able to service 50+ million usersand business operations. Hired, trained and managed IT teams, optimized organizational efficiency and effectiveness; replaced and upgraded IT infrastructure; created IT strategy and operations plans; and implemented technical road map. Established 24/7 operations/support team to ensure reliability and availability of mission-critical hosting services and computing environment.

• Enabled company to grow headcount 100% in six months by establishing IT department and Help Desk, to provide full IT support and infrastructure services.
• Created homogenous and standardized desktop environment, to replace diverse desktop operating systems and ad hoc technologies; introduced Windows Active Directory backend for authentication and management.
• Reduced IT spend; eliminated redundant and costly individual purchases and multiple vendor invoicing; established governance and systematized IT procurement and A/P, which ensured process control, strict adherence to enterprise IT standards, inventory management/oversight and improved vendor management.
• Ensured seamless, uninterrupted relocation to new offices and data center; designed technology infrastructure, data center and networks; and overhauled/upgraded office infrastructure. Consolidated multiple data centers to improve resource usage and strengthen hosting facilities.
• Upgraded IT and operations technical proficiency and improved employee retention, by implementing both technical and management training, with focus on career growth.
• Improved employee productivity and morale by implementing facilities for telecommuting and full remote access.
• Reduced incident response times, improved service quality and ensured uninterrupted sales and support by launching 24/7 support team and creating global support infrastructure, across full product offering.
• Improved core product and infrastructure robustness, scalability and security by evaluating and implementing architectural revisions, which also improved resource efficiency.

Confidential, New York, NY 2006 to 2008
Director IT/System Operations
Reported to CTO; managed staff of 11 and annual budget of $2.5+ million; directed global technology operations, infrastructure and vendor network in North America and Europe; supported online educational collaboration tools, used by post-secondary and K-12 education institutions. Built and led IT and technology operations organization; focused it on customer satisfaction, client-facing systems support and SaaS hosting infrastructure of several hundred servers in multiple facilities.

• Enabled Wimba to achieve rapid 200% headcount growth in first year by establishing infrastructure, standards, methodologies, policies and procedures to support organizational expansion.
• Delivered 24/7 continuous service to hundreds of customers by improving SaaS and data center operations.
• Improved internal customer productivity, data availability/security and speed of access, by implementing robust, secure cross-platform IT infrastructure for internal staff, remote offices and home-office employees.
• Enabled seamless on-boarding of new hires into company infrastructure, reduced incident response time and delivered mission-critical support, by creating IT support organization, infrastructure, 24/7 Help Desk and incident response team.
• Reduced annual IT spend $50,000+ by instituting expense controls; built standardized procurement processes, strengthened vendor infrastructure, implemented A/P processes; and established record keeping and asset management systems. Inaugurated budget process.
• Improved IT fiscal management by implementing budgets and management processes for technology organizations.
• Increased IT team productivity, morale and career satisfaction by implementing world-class work environment, which transformed underperforming team to deliver customer satisfaction.
• Professionalized resource management by incorporating team-building initiatives, implementing professional development and reporting systems, creating workflow structures, developing performance management processes and redistributing workloads.
• Improved IT customer response times and improved project outcomes by conducting organizational assessment and reorganization. Created positions to manage daily operations and team supervision to create time for strategic issues.
• Drove operational performance and cost effectiveness by evangelizing operational re-engineering, system upgrades and migrations; led seamless migration to robust messaging and collaboration platform; and increased email system performance from 2-3 hours average daily downtime to 100% uptime.
• Scaled hosting infrastructure to support 150% annual growth; achieved 99.95%+ uptime with 24/7 incident response to under 20 minutes; and exponentially improved customer satisfaction. Re-engineered hosting infrastructure, established on-call infrastructure, standing maintenance window and created incident response plan for improved customer support.
• Enabled significant realized sales growth in EMEA markets by establishing cost-effective European hosting facility in less than two months; transitioned enterprise from co-location to semi-managed hosting model.
• Orchestrated migration of 100+ servers from existing facility to new location without service interruptions; ran process to select and launch new hosting facility for improved infrastructure robustness and scalability.

Confidential,New York, NY 2001 to 2006
Information Technology Director
Reported to CFO; directed IT operations, technology and support for nine publications, including Vibe, Vibe Vixenand Spin, and Miller Publishing Group magazines, including Tennis, United States Tennis Association Magazine, Where, Sailing World and Cruising World.Managed staff of 15. Within this role, was wholly responsible for managing the Online group responsible for vibe.com, spin.com and mobile offerings; supported Web presence, including content, graphics and technology.

• Improved enterprise productivity and customer satisfaction, by improving and centralizing Help Desk support and responsiveness, under shared services model.
• Introduced new technologies including VPN, secure email, calendaring system and customer management system.
• Transformed IT environment from highly volatile to stable, secure and reliable. Architected, won sponsorship for and implemented plan to refresh entire IT infrastructure; established networks, servers and disaster recovery systems, which resulted in improved operational efficiency and productivity.
• Drove revenue generation of $100,000+ within six months, by transforming brand Web sites from single-page, generating no revenue, to large, content-rich sites; transformed online group from loss leaders to major profit center, with minimal staff and budget.
• Enabled mobile products to be offered through multiple wireless carriers; managed content production and technical operations for mobile product lines.
• Managed relationship with Yahoo! to provide Vibe & Spin content anddirected Web site integration within Yahoo!’s site.
• Implemented new Web sites, within four months, using open source content management system.
• Maximized online group’s flexibility in publishing targeted site content, increase Web site traffic and expand revenue generating capabilities, by developing and executing strategy to redesign Web sites and migrate platforms to newer technologies.
• Transformed IT team from underperforming to high performing. Recruited and trained full-time Help Desk staff, administrative assistant and systems administrators.
• Introduced new technologies including VPN, secure email, calendaring system and customer management system.

Confidential,New York, NY 1999 to 2000
IT Director
Reported to CTO; built and directed five-member IT department to support leading global Internet comparison shopping site; planned, implemented and supported IT infrastructure for North American and European offices. Collaborated to support IT operations and planning, staff training and customer support; developed and managed $1 million annual budget. Led selection/installation of next-generation network, telecomm and Internet systems; performed technology liaison with global R&D.

• Developed business case and persuaded senior management to implement new technology projects, including customer support and accounting systems; re-energized IT infrastructure future planning and removed roadblocks to new projects.
• Authored corporate IT policies for acceptable use, network security and disaster recovery.
• Directed IT operations relocation without service interruption; collaborated to plan initiative, build office and complete architectural design. Company achieved move within 45 days.

Confidential,New York, NY 1999
Systems Administrator

EDUCATION

MBAProgram, Information Systems