SUMMARY:

• Accomplished and results - driven professional with 17+ years of experience in operational leadership, program planning, budget oversight, information technology, and strategy development.
• Expertise in project management—spearheads organizational initiatives for service enhancement, process optimization, system implementation, and office relocations—ensuring risk is mitigated and timelines are met.
• Leads, mentors, and empowers top-performing operational and service teams.
• Committed to enhancing customer relations, support, experience, and retention.
• Excellent communication and interpersonal skills; forges and maintains relationships with diverse groups of internal/external clients, vendors, cross-functional colleagues, and key stakeholders.
• Thrives in challenging, high-pressure environments with shifting priorities and aggressive deadlines.
• Recognized for sound judgment, critical thinking skills, and strong business acumen.
• Resourceful, innovative, and respected.

TECHNICAL SKILLS:

Networking: Cisco UCS, Juniper, Palo Alto, Solar Winds, LogRythm

Sys Admin: Nimble, VM Ware, Zerto, Exagrid, Cohesity, Commvault, ADFS, Secret Server, SecureAuth, Aventail, Citrix, Avaya

DBA/ETL: SQL 2008 - 2014, Spotlight, Attunity, Subversion, Litespeed, Mirth, SSIS, SSRS

IT Ops: Kaspersky, Orchestrator, Avaya, Track It, Team Viewer, Right Fax, WordPress

PROFESSIONAL EXPERIENCE:

Confidential

Director, Infrastructure & Data Management

• Established strategy, direction, and roadmap for all staff—directed team of 25 IT professionals delivering 6 major disciplines across multiple locations. Managed largest general ledger and capital budgets including vendor management for 100+ contracts. Oversaw system access and key business systems.
• Championed development and maintenance of cyber security program and facilitated annual network, GAP, and risk assessments
• Improved external network penetration rating from “high” to “medium” risk rating
• Remediated internal network, account vulnerabilities, and non-supported SQL server software
• Headed tool selection, contracts/implementation: SEIM Tool, multi-factor authentication, server hardening standards, SMB, services and domain account management
• Directed relocation of corporate offices including all infrastructure items; led enterprise move-in strategy, established new contracts and vendor management, and met project timelines
• Slashed data warehouse refresh cycles (18 to 8 hours) by implementing change data capture processing—enabled business to analyze data with only 1 day lag
• Enhanced key customer satisfaction indicator by reducing month end financial database delivery cycle (5 to 2 days)—facilitating abbreviated payment cycle for provider community
• Led management and oversight for multiple large-scale system conversation data migration projects

Confidential

Manager, IT Operations & Infrastructure

• Led 13-member team in the delivery of System Administration, Service Desk, and Network/DBA/Production Support services. Controlled budget, managed vendor relations, and coordinated IT-related audit responses and interviews.
• Spearheaded strategy and project management of data center relocation—met all established project timelines with no business disruption
• Reengineered enterprise IT disaster recovery program; led quarterly/annual test cycles
• Facilitated internal Cloud implementation: network and phone redundancies, online backups, automated fail over
• Excelled as key cross-functional team member in the redesign of CHPW employee onboarding processes—increased employee engagement and retention
• Enhanced customer experience, increased business confidence, and improved predictability of deliverables by establishing release/change management (from ad-hoc to weekly schedule and exception processes) and designing intake/prioritization workflows
• Boosted company survey rating (from last in organization to upper range) within 6 months by optimizing business processes and cultivating service-oriented culture and communications
• Architected new “Remote Working Program” - upgraded from LAN lines/satellite services to standardized ISP requirements, VOIP phone, remote desktop, and VPN access

Confidential

Manager, Production System Support

• Directed team of 9 in ensuring medical claim systems met all service level agreements (SLA) for major medical insurance companies.
• Met all SLAs (and avoided all financial penalties) throughout 3-year tenure
• Optimized enterprise growth by successfully transforming team from single to multi-client support model (all tiers)
• Established Release/Change Management Program to bolster client satisfaction through streamlined release content coordination, communication, and predictability; excelled in capacity of Release, Change, and Outage Manager

Confidential, LLC

Manager, Operations & Implementation Services

• Guided team of 18 in production deliverables, implementation services, and customer analytics for 280 clients ($14M gross revenue). Established business processes, slashed costs, met all contract obligations, and enhanced staff to client ratios.
• Earned rapid progressive promotion based on performance: promoted to management position (2000); promoted to Lead Data Analyst, promoted to Senior Data Analyst