SUMMARY:

• Senior IT Manager with 15+ years of experience, seeking a position as an Director/Senior Manager in initiatives that utilize state - of-the-art, software and/or hardware components with a creative, technology-driven organization in an environment that encourages innovative thinking, recognition, and career development.
• Strong background within the retail, finance, entertainment, health, and dot com businesses.
• Consistent track record of success in meeting and exceeding goals.
• Proficient in establishing and maintaining key business relationships; proven expertise in both the private and public arenas.

EXPERTISE AREA:

• Turnaround & Start-Up Ecommerce Project Manager
• Internet & Ecommerce Operations
• Cross-Functional Team Management
• Global Project Life-Cycle Management
• Outsourcing
• Project Management
• Vendor Management
• Customer Relationship Management

TECHNICAL SKILLS:

Unix & Linux operating systems, Agile, SCRUM, VMware, and relational databases, Exchange, BES, Tivoli, CA UniCenter, Veritas, Prism (software rollout) Ominiture, Keynote, Remedy, 2000+ servers, IBM WAS Console, WAS testing tool, Gomez, SPLUNK, DynaTrace, SalesForce, Varolli, Solaris, Oracle, Cisco, ProActive Net, SCOM, etc.

WORK EXPERIENCE:

Confidential

Cloud Infrastructure Operations Manager

Responsibilities:

• Manage a team of 27 Cloud Technicians in our Weston Network Operations Center.
• Providing world-class monitoring and front line problem analysis and remediation for mission-critical infrastructure and application platforms, leveraging industry-standard system and application monitoring tools and utilities.
• Overseer and hands-on management of a team of Level 1 & 2 mid-tier system engineers in daily operational activities, including system and application monitoring and remediation and operational tasks.
• Managing the overall performance at a team and individual level for the efficient and effective output of Cloud Operations Services (COS) and applying key performance indicators in measuring output.
• Primary escalation for all critical incidents
• Implement SLA’s, P&P, KPI’s, etc. Manage, instruct, and guide team of Cloud Engineers in their day-to-day activities surrounding system and application monitoring and remediation as well as support and maintenance of critical infrastructure systems and components
• Ensure proper handling and response to customer-facing outages and incidents
• Hire, onboard, and train new hires in process and procedure adherence as well as use of tools and understanding of production platform interdependencies
• Responsible for coordinating with other support teams in our Corporate and Product Delivery departments in incorporating new team processes and procedures
• Work with the Product Support teams to manage the effectiveness and quality of After Hours customer support calls activities, including documentation updates for escalation workflow and changes in process/procedure
• Manage resources to performance expectations via tracking and maintaining individual performance metrics, including incident management, ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLA’s are met
• Maintain employee shift schedules, ensuring adequate resource coverage at all times
• Conduct regular team meetings as well as one-on-one sessions with staff members
• Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation
• Maintain open lines of communications with other departments to insure confidence and enhance working relationships
• Establishes and drives clear accountability for all team members, creates an environment that enables quick and effective team performance and excellent communication
• Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events

Confidential

Global Support Services Sr. Manager

Responsibilities:

• Built formal enterprise wide ITIL Change Management process for Nuance’s Health Care division implementing over a 6-month period and cost-savings of $2,400,000+
• Achieve a 96% reduction in Critical Incidents, reducing development cost and implementation of operations improvements and change-management strategy for entire company
• Integrate Nuance’s acquisitions from silos into mainstream Change Management Process within 5 months
• Responsible for training 250 Healthcare Hosted Infrastructure, engineers on Nuance’s New Change Management Process in the US, India, Canada and UK (7 months)
• Create and facilitate Incident Management and Problem Management for Healthcare Hosted Infrastructure Services within 8 months
• Establish a formal Site Reliability Center for 24/7 Healthcare Hosted Infrastructure to support multiple platforms world-wide (30+ platforms) within 5 months
• Provide day-to-day Sr. level on-call ITIL - Incident Escalation, Work Request, Change Management and Problem Management support
• Reduce lead time on incident resolution rate to increasing by implementing system to track quote-lead times, which previously resulted in loss of business; time frame and increased percentage incident resolution rate from 30% to 90% and resulting in a decrease of 61 critical incidents
• Build and maintain a relationship between Healthcare Hosted Infrastructure Services and Line Of Business (LOB) divisions facilating business continuity and velocity saving tens of thousands of dollars and cross training of multiple platforms

Confidential

Network Operations Center Manager

Responsibilities:

• Built a new Network Operations Center, managed the design and development of the Network Operations, responsible for the company’s IT infrastructure and websites, and represented the IT department to Senior Management of other departments
• Managed client expectation, the management, coordination and allocation of cross-functional teams managing and negotiating a capital budget of over $6,000,000.
• Created a Network Operations Center, Infrastructure Platform, the migration of 10 custom applications including the migration and customization of Project Server 2010 within 7 months.
• Utilized Agile methodology for cross collaboration of IT division promoting development, early delivery, continuous improvement, and encouraging rapid and flexible response to change
• Hired and trained staff of 9 engineers to support the overall IT infrastructure supporting Cars.com, Apartments.com & Confidential in a time frame of 7 months
• Participated in daily stand-ups
• Executed the Site Operation’s Center featuring releases, code changes, software installation and configuration, networking, hardware integration and repair, databases, web servers, and application servers.
• Facilitated the implementation of an Enterprise Monitoring tools such as TSRM, Tivoli, DynaTrace, SCOM, and outsourced QA consultants from Argentina (Globant) within a 11 months
• Provided day-to-day Sr. level on-call ITIL - Incident Escalation, Work Request, Change Management, Problem Management, Capacity/Resource Management and offshore call support
• Negotiated service level agreements, contracts, partner agreements, and statements of work
• Deployed successfully every release with 100% accuracy with all defined parameters
• Maintained and submitted senior management on time every application daily, weekly, bi-weekly, monthly report for ITIL issues & projects and tracked and followed-up Incident and open tickets.
• Provide day-to-day Sr. level on-call ITIL - Incident Escalation, Work Request, Change Management and Problem Management support

Confidential

Sr. Director, Client Services & Operations

Responsibilities:

• Reported directly to the President, launched a world-class Client Services Division for Applications (revenue-generating website, sales, and marketing) and provided IT support for industry partners, clients, and employees.
• Functioned as Project Manager to create and build the Client Services Division’s infrastructure and functionality to ensure service to a wide variety of users, from client/partner needs to employee help desk support delivery within 3 months
• Hired, trained, and managed a technology support team to ensure high performing online applications within 2 months
• Designed internal business process improvements and document management best practices for increased Division efficiency and accountability saving the company $375,000
• Managed and provided oversight for cross-functional teams and consultants to deploy and execute several projects such as Enterprise IM, Public Folders Consolidation, EternalSpace Video Product.
• Partnered with Marketing Department to create materials displaying online features and content attractions for both industry partners and the general public
• Traveled extensively throughout North America meeting with industry business partners to introduce product offerings and sell the value of the company’s differentiated services
• Leading the recruitment and hiring of new team members, with the active involvement and input of existing team members and other IT divisions over a 3 month timeframe

Confidential

Director of Operations & Administrator

Responsibilities:

• Designed and executed a new 24/7 customer support center that resulted in improved business operations, better understanding of customer needs, and 20% increased revenue.
• Managed IT Operations and IT Administration groups, consisting of 37 platform agnostic engineers, system/network administration, LAN support, and Help Desk team members.
• Implemented CRM to effectively monitor customer concerns and quickly resolve issues or complaints.
• Developed customer feedback data gathering techniques to analyze and predict customer IT needs.
• Successfully managed the implementation of over 13 process optimization projects which enabled the company to provide their internal and external facing customers with exceptional customer service. The overall business value increased and sustained business efficiency by 40%, while enforcing and streamlining company policies and process improvement initiatives.
• Responsible and accountable for successfully managing and delivering all aspects of a project while managing customers’ expectations and communicating risk to upper management.
• Manage and facilitate many developmental and production issue projects that reduce manual workarounds, increase revenue for operations and mitigate project risks.
• Acted as a trusted advisor to customers by understanding their business to help provide solutions.
• Implemented an IP phones solution for the company, resulting in an improved client experience.
• Managed the overall external IT vendor relationships, saving the company $500,000.
• Performing financial planning and budgeting, including anticipating future resource requirements, training needs, and tools and technologies required for the company and clients.

Confidential

Global Data Center Manager and Consultant

Responsibilities:

• Led the strategy, implementation, and global consolidation of 11 data centers into three primary centers. Added a disaster recovery site in North America, United Kingdom (UK), Spain, and India.
• Selected as IT Department liaison to travel globally to meet with company division Presidents to discuss their IT needs (data center, backups, software, server decommissioning, etc.) and secure plan buy-in.
• Advised and consulted on best practices from the IT environment to implement systems to best utilize the IT strategic direction, standard processes and solutions for building a global data center in N. America & UK.
• Provided ongoing strategic and tactical IT leadership to teams across the globe reporting directly to the President.
• Submitted a 185-page analysis and recommendation to CEO, CIO, and President on best practice for data centers globally which resulted in the cost savings of $30MM+ realized from the optimizing data center operations.

Confidential

Manager of Site Operations, Help Desk, & IT Procurement

Responsibilities:

• Managed the ongoing stability of Confidential ’s billion dollar website ensuring a sound infrastructure and customer satisfaction, and the budget of $5MM+, daily activities of a 24/7 environment, 4 direct reports and an internal client community of approximately 1450.
• Developed business requirements for product development initiatives, created product roadmap and vision, conducted training on technology and product knowledge, and managed all phases of development lifecycles.
• Built, created, and managed the 24/7 Network Operations Center and Help Desk for internal and external IT needs in 6 months
• Hired, trained staff of 17 engineers to support the overall IT infrastructure to support Confidential .
• Responsible for the Site Operations execution of feature releases, code changes, software installation and configuration, networking, hardware integration and repair, databases, web servers, and application servers.
• Negotiated and managed service level agreements, contracts, partner agreements, and statements of work.
• Developed and implemented cost savings and reduction measurements resulting in $375K savings on hardware.
• Project Manager for Cisco IP implementation, rollout of desktop and software for corportate office.