Information Technology Executive

• Application Architecture & Development
• Project Management
• ERP & CRM Implementations
• E-Commerce/Web Applications
• Data Warehousing & BI Services
• Off -shore and outsourcing Strategy SDLC, Waterfall & Agile Methodologies Business &Technology transformation
• Six-sigma / CMM-i
• SOX / HIPAA

15+ years of building large-scale systems and managing operational growth for major fortune 50 companies. Established verifiable track record for completing multi-million dollar projects ahead of schedule and within budget. Recognized for broad technical knowledge, superlative problem resolution skills and business management acumen. Expertise in FDA/TUV regulations.

“What others say...”
……managed multidiscipline projects flawlessly, beyond expectations of all executive-level staff. Bottlenecks were averted, tangential projects were integrated ahead of schedule, and cost savings exceeded $2 M.”
Phil Molyneux Pres/COO – SONY

“In all areas of project and program management, Hector excelled and outperformed all his peers, numbering more than 50. His blend of leadership, management style and technical knowledge salvaged a stalled project and established us as a major player in the competitive storage industry.”
Hitachi Data Systems -Performance Appraisal, 2007

CAREER TRACK

Confidential, San Diego, California
VICE PRESIDENT OF INFORMATION TECHNOLOGY 2008 – Present
Provide leadership of all infrastructure technology driving business support services for sales, marketing, customer experience, e-commerce, supply chain, human resources, finance, legal and quality engineering. Leading all IT platforms in managing, configuration, installation, change control, version control, hardware and software utilization, monitoring, and reporting for consumer electronics, healthcare and enterprise markets. Key Technologies: CRM Solutions, Web Solutions, Application Architecture, SAP R/3 (SD, FI, CRM, BW), Oracle, MS SharePoint ,MS-SQL Server, Business Objects, Data Warehousing/BI (ETL, Metadata, BI tools),Hyperion ESSBASE,MS-Office suite, MS-Project.

• Responsible for managing technology and business services portfolio, including ETL architecture and development, data management, information delivery, QA and program/project management execution. Reduced TCO of customer service applications by 21%.
• Led strategic planning and project execution for the organization for all customer front end business units. Emulated by European partners and other global operating companies.
• Provided a competitive advantage to the company by integrating sales, service and ARPC, CRM, finance, order management, onto a single scalable platform with the implementation of a $22M+ SAP All-in-One installation, for the post sales support and promo services business within an accelerated 8 months period.

Confidential, San Jose, California
VICE PRESIDENT GLOBAL IT SERVICES 2007 – 2008
Chosen to orchestrate restructuring of IT services and increase competitive performance by developing a Global IT service solutions group (PSS) in driving wrap around offerings in ITSM environments. Command operations of centralized business unit comprised of customer business support, product management, technical consulting and operations. Provided business and technical leadership for global customers, including Citibank, Wells Fargo, Morgan Stanley, General Electric Medical Systems, Philips Medical and U.S. Homeland Security. Set direction and strategy for how IT supports the business needs. Drove projects and organization change through all phases of the systems development life-cycle while managing processes, people and technology transformation efforts. Manage talented international staff (direct 520+) employees across 5 regions providing superior services to global customer base.

• Defined global technology solutions development strategy and roadmap to improve financial results. Improved services revenue by 32%.
• Worked closely with business area and Enterprise PMO to identify and prioritize platform infrastructure upgrades and drive the implementation of HDS solutions. Increased customer base by 9%.
• Led all successful global implementations of customer storage and virtualization solutions. Improved customer satisfaction to 91%.

Confidential, Irvine, California
EXECUTIVE DIRECTOR AND VP OF SERVICES 2004-2007
Controlled all IT business operations and managed P&L of $500M ASP products division. Planned and executed operational reengineering and set divisional business strategy to ensure alignment with corporate objectives. Directed and led management team overseeing worldwide customer care, technical support, billing/collections, professional services, IT infrastructure, and business operations groups. Provided a competitive advantage to the company by developing consolidated applications strategy for FDA QA tracking, clinical and technical support, billing and collections integration and product recall quality systems.

• Achieved top fiscal performance among all corporate divisions through aggressive IT restructuring.
• Eliminated $1.3M monthly cash burn and grew annual services revenue (CS-PSS-TS) from $138M to $198M.
• Harmonized European commercial and industrial healthcare markets simultaneously.

Confidential, Dayton, Ohio
VICE PRESIDENT OF CUSTOMER SERVICES 2002- 2004
Chief leadership of global service/support and professional services organization comprised of 1,700+ team members performing IT support, QA engineering, operations, help desk assistance, PMO and professional services. Developed global customer access processes for all product lines, and designed new business models for enterprise and non-enterprise accounts. Hands-on technology executive with intuitive ability to align business needs with technology solutions. Expert in building new IT organizations, maturing existing teams, developing and mentoring internal and off-shore staff. Strong commitment to core values: honesty, integrity, diligence, patience and creativity.

• Reduced operating expenses by 25%
• Led negotiations for acquisition of European software partner that established immediate global presence.
• Reduced resolution times for customer-reported service issues/requests 45% with new methods for surveying and tracking customer satisfaction with IT services. Introduced IT best practices for customer service and quality, e.g. ITIL methodologies/processes.
• Established IT controls in conjunction with overall corporate governance. Achieved Sarbanes-Oxley compliance in consecutive years.

Confidential, Cary, North Carolina
VICE PRESIDENT OF SERVICE OPERATIONS 200-2002
Spearheaded turnaround initiative for national services business unit with a focus on growth and cost containment. Directed system operations, quality assurance and customer service groups (30 internal resources and 15+ offshore contractors located in India). Provided mission critical 24/7/365 web applications and infrastructure including systems and network operations and security, database administration, hosting operations, capacity planning, infrastructure build-out, performance/stress testing, and internal IT support. Led QA product testing/assurance for web applications, software development, configuration management, resource planning, asset management, production systems monitoring, systems and network security

• Decreased software defect rates by over 75% by implementing software quality tools and methods integrated throughout the development and SQA process.
• Devised business continuity and disaster recovery (BCP/DR) plans for organization and clients\' hosted operational data centers, ensuring maximum recoverability for 24/7/365 web applications and infrastructure.
• Introduced Capability Maturity Model Integration (CMMI) quality and process methods to produce repeatable, predictable and measurable results. Instituted process improvements to manage software releases and deployments.

Confidential, Denver, Colorado
NATIONAL SERVICE DIRECTOR 1997 -2000
Directed all planning and operations of IT/IS services organization encompassing U.S. and South America; managed full P&L and budget. Collaborated with Chief Operations Officer on business strategy and regulatory compliance. Oversaw activities of new product release team; emphasis on achieving quality goals.

• Developed infrastructure solutions to support business units in increased profits and revenue by 64% while achieving FDA compliance on outstanding issues.
• Propelled organization\'s customer satisfaction rating above industry standard to 95%.

LEARNING CREDENTIALS
Masters Certificate : Executive in International LeadershipMasters Certificate: Information SecurityM.B.A: Finance BusinessBachelor of Science: BusinessA.S : Computer Technology