SUMMARY
Customer - service oriented IT professional with more than 20 years of experience in implementing and supporting IT infrastructure, systems and business applications. Specializes in telecommunications and healthcare industries. A skilled communicator, able to collaborate with all levels of end-users. Proven ability to lead teams and exceed company goals.
AREASD OF EXPERTISE
- Business & Financial Analysis
- Strong customer facing skills
- Team Builder & Leader
- Project & Program Management
- Business Accounting
- Technical Installation & Delivery
- SDLC Support
- IT Infrastructure build
- Contract to Bill Management
- Database Administration - SQL Server & Oracle
- Expert knowledge in Microsoft Office applications
PROFESSIONAL EXPERIENCE
Confidential
Manager BackOffice Systems
Responsibilities:
- Created training program to cross train team members into essential functions for redundancy in support operations
- Promoted capabilities using SQL Server management studio to create reports and to perform back office audits
- Documented workflow processes for system updates, testing and internal project management using MS - Team Foundation Server
- Supported Agile based projects by writing user stories and end user test plans.
Confidential
Founder | Executive Manager
Responsibilities:
- Developed business plan and obtained funding for project
- Served as manager for build out coordinating all aspects of site readiness
- Completed project to open on time and budget
- Achieved net profit in first year of operations
- Created processes for front of house operations
Confidential
Service Delivery Manager
Responsibilities:
- Established KPI's in compliance with IBM contract, identified problem areas and collaborated with management and outsourced services to improve overall quality
- Reduced MS SQL Server time to close service requests from 90 days to 3 weeks
- Established Oracle RAC installation standards
- Key contributor in creation of best practices for critical applications failover testing
Confidential
PMO Director | Program Management
Responsibilities:
- Custom built dashboards and reports by mining data from various systems, creating workflow and automation
- Maintained efficient order to cash process for $30M of software services delivery
- Successful program manager for strategic customers involving complex product solutions & high accountability
Support and Implementation Manager
Responsibilities:
- Spearheaded creation North American and South American support and delivery operations teams leading to new market expansion
- Maintained service level agreement within 90th percentile for 4 consecutive years
- Managed team of 12 engineers to support over 30 customer installs generating over $12M in annual revenue
- Orchestrated hardware move of business critical systems from data center in Boston to Denver within a 48 hour downtime window - customer represented $1.2M annually to support revenue in a SaaS model
