PROFESSIONAL SUMMARY:

• Technology & Operations Management Executive and Independent Consultant with a successful track record managing all aspects of an information technology department, including: vendors, sourcing and procurement, service delivery, operations, support, budgets, voice and data networks, data centers, and international call centers.
• Recruited, hired, managed and motivated several highly skilled cross - functional international teams, as well as external service providers to ensure the delivery of efficient, budget conscious services to clients while tracking and adjusting project plans according to the needs of both the customer and the business.

TECHNICAL SKILLS:

Software Experience: Microsoft Windows, Office, Outlook, Exchange all versions; Novell NetWare; Ubuntu and Red Hat Linux; Defender, Symantec, Norton and MacAfee antivirus; Ghost; PRISM; Eclipse Project Portfolio; Avaya call center manager; Audix voicemail;

Service Delivery/Support: ITSM, FrontRange; Remedy; Confidential Service Manager; ServiceNow.

Operating Systems: Microsoft Windows all versions server and desktop; Novell networks; Ubuntu Linux; Red Hat Linux;

Hardware Experience: Servers IBM; Compaq; Dell; DEC; Sun; Confidential ; Northern Telecom; 3Com.

Protocols: All ISO; TCP/IP; UDP; IPX; SPX; T1; RS-232; V.35; DS-1; DS-3; SONET; RIP; SAP; IGMP; ADS; LDAP; OSPF; IOS; QoS; BGP; Frame Relay; ATM; PPP; RAS; PPTP; L2TP; IPSec; VoIP; PPPoE; WAP; RPC; Pop3; SMTP; X.25.

Voice: Cisco; Avaya Red/Blue; Rolm; InterTel; Northern Telecom; SIP; Mitel; IPC; Adtran; WebEx; Skype for Business; Chatbot; Chatbox; Aspect IVR; US Robotics; Multi VOIP; Octel; Genesys; Verint; Polycom.

Languages: C; SAS; APL; JCL; DOS editor and Batch commands.

Tools: One point; NETIQ; Ipswitch CA Whatsup Professional; VNC; Veritas Backup exec; Compaq Insight manager; Enterprise administrator; Hyena; McAfee ePolicy Orchestrator; and AT&T global dialer administration. Confidential Open-view; VNC; Carbon Copy; Remote desktop; Crosstalk; WinFax Pro; PC Anywhere; Intel Lansight/Landesk; Norton and MacAfee antivirus; EPO server; Ghost; Avaya call center manager; PC Tools; Meridian Mail; Audix voicemail; Call Pilot; One point; NETIQ; Ipswitch CA Whatsup Professional; Putty; Cisco Discovery Protocol; Security dynamics Token admin.

Network/Monitoring Tools: Cisco; Blue Coat; Nortel; Ascend; Linksys; D-Link; Motorola; Security Dynamics; Data General; Apex Data; Intel; SMC Active Directory; DHCP; DNS; WINS; VNC; Confidential Open-view; Veritas Backup exec; Compaq Insight Manager; Hyena; McAfee ePolicy; Putty; Cisco Discovery Protocol; SolarWinds; Wire-shark; Checkpoint; Cisco ASA.

CORE SKILLS:

• Information Technology Service Management Best Practices Strategic Planning & Execution
• Global Call Center and Infrastructure Management Budget Development/Administration
• Incident Management and Reporting Vendor Contract & Service Agreements
• IT & Corporate Policy Development Mentoring and Team Building
• Disaster Recovery and Business Continuity Resource and Project Management
• IPT Implementations and Migrations Voice Over IP Phone System Migrations

PROFESSIONAL EXPERIENCE:

Confidential

Manager of Support, Vendors

Responsibilities:

• Defined and measured processes using KPIs, dashboard reports, monthly status reports to demonstrating SLA and OLA compliance to track key project milestones, and to ensure all stakeholders’ expectations were exceeded.
• Managed process for communicating outage/emergency activities to the organization.
• Managed incidents, performed root cause analysis of problems and outages, performed escalations with vendors and carriers, best practice reviews, as well as Front Range Service manager, change control, tickets, and reporting.
• Leads sourcing initiatives for the acquisition of technology hardware and software through competitive bid process and contract negotiation.
• Achieved hard-dollar savings through competitive bid process, aggressive negotiation, process improvement, and vendor concessions.
• Conducted weekly meetings, manage change control process and approvals, reporting progress, identifying issues and risks, updating project managers and stakeholders, addressing required schedule changes and escalations, scheduling and rescheduling work based upon business needs. Maintained network Visio diagrams and site location information.
• Initiated RFP, SOW, SLA, change requests and renewal agreements, enforcing penalties and chargebacks, etc.
• Managed activities, training, and daily work assignments of all network engineers, storage engineers, telecom specialists and other staff assigned to support the network and telecom needs in a manner consistent within the hospitals objectives, ensuring the technical systems and resources are available to meet or exceed the organization's goals and needs.
• Collaborated with other IS Managers, as well as customers across the organization, to identify needs, align strategies, and to develop and implement the best solutions to meet the agreed upon requirements.
• Responsible for Departmental Goals through the implementation of appropriate health care applications and technologies.

Confidential

Vendor and Service Delivery Manager

Responsibilities:

• Developed mission plans, goals, policies, and managed capital and operating budgets.
• Initiate RFP, SOW, master agreements, change requests, renewal contracts, negotiations and SLA agreements, enforcing penalties and chargebacks, etc.
• Defined and measured processes using metrics and key performance indicators (KPIs). Generated and distributed daily dashboard reports and monthly status reports to measure the effectiveness of the process, to track key project milestones, to demonstrating SLA and OLA compliance, and to insure all stakeholders’ expectations were exceeded. Maintained all network documentation, Visio diagrams and site location information.
• Served as liaison between the PMO and business stakeholders, as well as managed the above vendors associated with the project. Hosted weekly service related outstanding issues call, as well as monthly vendor improvement conference calls and status reporting to senior management.
• Managed incidents, outages, escalations, performance and best practice reviews, as well as Remedy, ServiceNow, and Confidential Service manager reporting.
• Hosted weekly vendor/PMO meetings, managed change control process and approvals, reporting progress, identifying issues and risks, updating project managers and stakeholders, addressing required schedule changes and escalations, scheduling and rescheduling work based upon Confidential or Confidential and Confidential 's business needs.
• Upgraded 561 complex cross-functional voice infrastructure and carrier "new site installs" and "existing site migration projects" simultaneously.
• Performed trend analysis to identify recurring problems and recommend and implement solutions.

Confidential

Manager Support Services

Responsibilities:

• Implemented a problem management process, initiated, managed, and improved relations with both carriers and service providers.
• Developed and delivered reports designed to track key project milestones, demonstrate SLA compliance, minimize the need for repetitive client questions and to insure all business stakeholders and customer expectations were meet or exceeded. I also maintained all network documentation and Visio diagrams.
• Served as Single Point of Contact ( Confidential ) between Enterprise Sourcing department and key specialty business segment on all sourcing-related activities. Provided strategic sourcing and contracting support to a variety of internal business clients. Responsible for coordinating all sourcing efforts throughout project lifecycle, including market analysis, internal financial analytics, vendor engagement (RFI/RFP), contract negotiations, service implementation, and ongoing contract management.
• Implemented and maintained Support services for a very large end user population serving as liaison between both the business stakeholders and the many vendors associated with the project.
• Manages multiple complex cross-functional voice infrastructure and carrier migration project.
• Ensured timely implementation of PRI and other circuits, scheduled site cutovers and ported thousands of numbers and DID ranges.
• Maintained 52 Confidential and thousands of circuits in the US and Canada.
• Provided support and technical direction for helpdesk incidents, including Severity 1 trouble tickets, entered support information into both a Remedy and Service Now call tracking systems and produced monthly management reports.
• Identified, tracked, assigned and escalated problems to the appropriate group or vendor.
• Attended weekly change management meetings, reported progress, identified risks, and updated stakeholders of progress for week-end and after hour’s cutover work, developed roll back plans should an issue arise, scheduled work based on company business needs.

Confidential

Manager Service Delivery

Responsibilities:

• Deployed workstation packages, managing workstation security, automation, help desk end user call management and various refresh projects.
• Managed RFP selection process, SOW, SLA contracts, performance compliance and contract renewal.
• Managed the transition to new VoIP solution, replacing multiple Confidential systems, negotiating new SLA and pricing agreements with carriers, and installed a call accounting system.
• Migration of 400 workstations to new Dell laptops, Windows 7 Professional with Office including HIPAA compliance for benefits administration group ensuring all patient privacy and data security requirements were adhered to.
• Replaced customer’s existing IVR solution to better comply with new HIPPA healthcare laws. This voice response system was utilized by employees to select healthcare benefit options.
• Implemented a new helpdesk and trained helpdesk support staff.
• Weekly and monthly status reporting to senior management designed to track key project milestones, demonstrate compliance to SLAs, minimize the need for repetitive client questions and to insure all customer expectations were meet or exceeded. I also maintaining all network diagrams and Visio documents.
• Provided support and technical direction for all helpdesk and operations center activities including Severity 1 trouble tickets and after-hours support ensuring all support information is logged into a Remedy call tracking system.

Confidential

Vice President - Network and Support Manager

Responsibilities:

• Managed all aspects of vender management including budgeting and cost management, creating and developing SLA agreements and RFP proposals to provide better scale to the company’s IT infrastructure.
• Managed multiple site installs and upgrades, as well as monitoring all aspects of infrastructure.
• Implemented and managed a network operations center and international helpdesk, providing 24 hour “follow the sun” support. Designed a customized Remedy ticketing system to identify, track, and improve process and streamline response times to enhance user experience.
• Developed, implemented, managed, and maintained a worldwide global remote access data network providing all external access to our data network.
• Responsible for monitoring the progress and performance of both individual and team goals, providing recruiting, annual review and daily mentoring to attract and retain top talent, as well as collaborating with other management teams to achieve and prioritize enterprise goals.
• Designed and implemented continuity plans later utilized to recover after 9/11.