SUMMARY

• Dynamic IT leader with a demonstrated talent for taking global IT operations to the next level of performance while delivering significant savings across the board.
• Excels at training and leading highly skilled teams servicing the technology needs of thousands of users dispersed remotely.
• Strong track record of success achieving maximum operational impacts with minimum resource expenditures.
• Champion of an organizational focus on continuous improvement through effective end user training of best practices to maximize use of enterprise systems.
• Wide - ranging expertise for guiding initiatives related to IT infrastructure enhancements, procurement, and project management.

AREAS OF EXPERTISE

• Full Life Cycle Project Management
• IT Infrastructure Optimization
• ERP System Development / Implementation
• Strategic Planning & Execution
• Enterprise Solution Development
• Process Redesign / Change Management
• Vendor Relationship Management
• Contract Development / Negotiations
• Capital Expenditure Planning
• Team Building & Leadership

PROFESSIONAL EXPERIENCE

Confidential

IT DIRECTOR

Responsibilities:

• Conducted an analysis of IT services and processes that provided valuable insight into how users consume IT services and led to a first-call resolution of over 90%.
• Reduced costs by implementing ITIL-based processes and industry-best practices in infrastructure, service delivery, and project management
• Responsible for a multi-million-dollar budget spread across application development, infrastructure and personnel; ultimately responsible for the P&L of the IT budget.
• Championed IT interests to senior leadership and was able to partner with cross-functional teams in implementing large-scale projects such as and ERP implementation.
• Worked with external vendors to implement large-scale infrastructure projects in order to deliver on-time and on-budget.
• Designed and implemented a successful multi-country network with an effective up-time of over 99%.
• Created and effective IT team that performs cross functional duties such as order management, customer service, and logistics; advocated on their behalf to include continuing education and cross-department training.
• Created along with senior managers an effective PMO office that communicated effectively throughout the organization on topics related to small and large-scale IT projects.
• Managed Change and demand requests through a newly created PMO office that followed ITIL best practices and methodologies.
• Managed the SOX, PCI and GDPR compliance policies along with demonstrating mastery of those plans.
• Effectively managed third-party support and offshore application development of ERP systems.
• Was a trusted advisor on merger and acquisitions through a position that represented IT needs, standards, and policies.
• Forwarded the IT mantra of change and adoption of technology to improve business efficiency and profitability along with a servant-leadership attitude.

Confidential

IT SERVICE DELIVERY DIRECTOR

Responsibilities:

• Completed a comprehensive analysis of all enterprise systems (architecture, client hardware, licensing, etc.) to initiate improvements that have netted an 80% rate of first-call resolutions.
• Significantly reduced inefficiencies in employee performance to deliver over $200K in annual savings by improving standards, creating new hiring profiles, and instituting new cross-training programs.
• Continue to realize $1M+ in savings as a direct result of aggressive contract negotiations that have improved pricing for enterprise hardware/software purchases and consulting services.
• Successfully maintain a 96% rate for completing projects such as ITSM rollouts and hardware migrations within ambitious timeline and budget parameters.
• Championed and convinced senior leadership to institute upgraded reporting utilizing SQL, Crystal Reports, and ticketing reports to facilitate improved information sharing across all locations.
• Designed and implemented a highly successful departmental cross-training program that led to improvements in teamwork, efficiency, and performance towards fulfilling departmental goals.
• Adeptly partner with cross-functional teams and stakeholders across the globe to facilitate the completion of complex projects, mergers & acquisitions, and enterprise-wide initiatives.
• Managed offshore partners to effectively close service gaps between in-house IT support personnel and remote locations throughout the Americas.
• Process-mapped and validated disaster recovery plans and emphasized the practices and SOP’s in place for business continuity.
• Partnered with business stakeholders throughout the organization to better understand needs and apply effective quality controls to meet end-user requirements.
• Effectively managed change and demands within the PMO office to bring about completion of complex and long-term projects.
• Championed and implemented a successful follow-the-sun methodology and service desk concept in order to effectively handle service requests from around the globe.
• Participated and assisted in engineering a cloud-based solution platform for IaaS, SaaS, PaaS in saving the company money, time, and building redundancy and performance in the IT realm.
• Played key leadership roles in mergers and acquisitions ranging in size, scope, and complexity from over $1 million dollars to over $800 million dollars; dealing with TSA, KPI’s, and legal matters.

Confidential

IT INFRASTRUCTURE & SERVICE DELIVERY MANAGER

Responsibilities:

• IT operational lead for a skilled team of 17 supporting over 2800 users spanning 50+ locations across North, Central, and South America. Driving a focus on continuous improvement to optimize organizational IT performance while capturing significant reductions in IT expenditures.
• Transitioned from a high-cost, MPLS line to a far more efficient and cost-effective point-to-point network to take network capabilities to the next level companywide.
• Captured significant gains in key performance indicators (KPI) through improved ticket reporting as a result of a new ticketing system that better-defined standards and service-level agreements (SLA).
• Chose and implemented an Avaya VoIP system throughout the company to upgrade intra-site communications capturing greater efficiency and productivity.
• Initiated a series of negotiations with national vendors to standardize client & infrastructure hardware and generate impressive cost savings while bringing systems more in line with standards.
• Implemented an enhanced mobile device management policy for executives and frontline users.
• Led various capital projects including integrating disparate ERP systems resulting from acquisitions with the company ERP system (SAP).
• Designated IT subject matter expert during mergers & acquisitions, focused on analyzing risk associated with system integrations.
• Showcased mastery of VMWare including ESXi, Microsoft Hyper Visor, and Citrix applications.
• Evaluated, purchased and successfully rolled out a disaster recovery plan that saved the company $25K in downtime per hour.
• Demonstrated expertise with SAN, NAS, WAN, LAN, WLAN and mobile technologies, all in an effort to make effective use of time for end users and the enterprise network.

Confidential

IT SERVICES SUPERVISOR

Responsibilities:

• Innovated and put in place a comprehensive disaster recovery plan along with offsite storage to back up critical applications and services, ensuring business continuity during enterprise crises.
• Effectively mapped out and led comprehensive network upgrades to improve interfacing for internal and external clients.
• Assumed lead point for developing and implementing policies to address emerging IT trends and security challenges.
• Spearheaded the training of company users on best practices for utilizing the new ERP system as well as client applications, hardware, and mobile platforms.

Confidential

SENIOR ENGINEER / NETWORK ADMINISTRATOR

Responsibilities:

• Governed and optimized the performance of an extensive network infrastructure that extended across 30 states and supported thousands of users.
• Architected a multimillion-dollar eCommerce infrastructure outfitted with Akamai content delivery applications, F5 routers, and cutting-edge multi-layer security.
• Fully integrated manufacturing and ERP systems (SAP) to create a seamless process that spurred huge increases in profitability.
• Expertly evaluated, selected, and eliminated system hardware and other equipment such as copiers, printers, billboards, and more.
• Led vendor negotiations for hardware/software purchasing, licensing, and service-level agreements.