SUMMARY:

• Process - focused Manager leading global teams in ecommerce technology solutions.
• Senior IT Manager with 15+ years of experience, strong background within the retail, finance, entertainment, health, and dot com businesses. Consistent track record of success in meeting and exceeding goals. Able to establish and maintain key business relationships; proven expertise in both the private and public arenas.
• Turnaround & Start-Up Ecommerce Project Manager
• Internet & Ecommerce Operations
• Cross-Functional Team Management
• Global Project Life-Cycle Management
• Project Managment
• Customer Relationship Management

TECHNICAL SKILLS:

Technology and Tools: EMC, Unix & Linux operating systems, KAVA/J2EE based applications, 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, Solaris, Oracle, Cisco, ProActive Net, SCOM, etc.

WORK EXPERIENCE:

Confidential

Operations Center Manager

Responsibilities:

• Developed business requirements for product development initiatives, created product roadmap and vision, conducted on technology and product knowledge, and managed all phases of development lifecycles.
• Created and managed 24/7 Operations Center and external IT needs.
• Project managed the implementation of a TSRM, Tivoli, DynaTrace, SCOM, etc. Primary responsibilities included managing client expectation, the management, coordination and allocation of cross-functional teams managing and negotiating a capital budget of over $6,000,000. The project involved a total build-out of the Network Operations Center, Infrastructure Platform, the migration of 10 custom applications including the migration and customization of Project Server 2010.
• Represent the IT department to Senior Management of other departments including CEO, President, and CTO
• Hire, trained staff of 6 engineers to support the overall IT infrastructure to support Cars.com & Confidential
• Managing outsourced work (Argentina), consultants, and other internal/external relationships
• 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.
• Negotiate and manage service level agreements, contracts, partner agreements, and statements of work.

Confidential

Sr. Manager, Client Services & Operations

Responsibilities:

• 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.
• Hired, trained, and managed a technology support team to ensure high performing online applications.
• Designed internal business process improvements and document management best practices for increased Division efficiency and accountability.
• Managed online video and ensured appropriate, quality content for website inclusion.
• Managed and provided oversight for cross-functional teams and consultants to deploy and execute several projects such as Enterprise IM, Public Folders Consolidation, Confidential 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

Confidential

Manager of Operations & Adminstration

Responsibilities:

• 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.
• Conducted weekly meetings with bank client executives, reporting on help desk statistics and financial spending trends in relation to trouble tickets.
• 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, needs, and tools and technologies required for the company and clients.

Confidential

Global Data Center Manager (consultant)

Responsibilities:

• 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.
• Implemented standards from the Sarbanes-Oxley findings.
• 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:

• Developed business requirements for product development initiatives, created product roadmap and vision, conducted on technology and product knowledge, and managed all phases of development lifecycles.
• Created and managed 24/7 Network Operations Center and Help Desk for internal and external IT needs.
• Hired, trained staff of 17 engineers to support the overall IT infrastructure to support Confidential .com.
• 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 coportate office.

Confidential

SR. Manager, Client Services & NOC

Responsibilities:

• Managed a team of 7 direct reports, 55 technicians, and 8 global support representatives.
• Provided strategic and tactical technical direction for on-going design, development, and maintenance of major business systems and subsystems.
• Project Manager for major IT infrastructure projects (a $3MM monitoring project and $1MM data center build).

Confidential

Corporate Program Manager (consultant)

Responsibilities:

• Trained, mentored, coordinated schedules and measured performance of 21 technical support engineers.
• Built a Help Desk within a 45-day schedule and provided support to all 110 branches efficiently and as needed.
• 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.
• Conducted weekly meetings with bank client executives, reporting on help desk statistics and financial spending trends in relation to trouble tickets.
• 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.
• Negotiated contracts with 3rd party service providers for coverage in remote bank locations.
• Implemented a monitoring and ticket solution for all bank branches.