SUMMARY:

Assertive, proactive, customer service focused senior leader with progressive management experience in global organizations. Expertise in launching and delivering new technologies, processes and services in the US as well as around the globe.

CORE COMPETENCIES:

• Onshore / Offshore IT Outsourcing
• SLA Compliance
• Customer Service
• Developing Processes and Procedures
• Cross - functional Management
• Vendor Management
• Team building and development
• Audit & Compliance
• Building Strategic Technology Initiatives
• Managing P&L and Budgeting
• IT Service Management
• New Business Development

WORK EXPERIENCE:

Confidential, Dallas, Texas

Senior Consultant

Responsibilities:

• Introduced a sustainable model of operations using an agile-transformation approach to address technology risk deficiencies for a Top 5 (> $1T) financial institution.
• Delivered 2,400 initiatives associated with technology refresh, information security, network perimeter controls and cloud migration across 850 applications.
• Completed Regulatory / Compliance Actions with an On Time % > 97
• Optimized executive reporting using data analytics to clearly identify scope and track progress for the remediation of over 71K Infrastructure assets.
• Eliminated and/or replaced over 20K servers / operating systems / middleware products that were no longer under vendor support.

Confidential, Orlando, FL

Sr. Manager, Network Security

Responsibilities:

• Lead a diverse organization of 6 managers and over 100 team members globally distributed
• Serve as point of contact for leadership and client escalations to Endpoint Security support, Compliance, Service Management and many other teams supporting security organization to ensure stellar service delivery and SLA compliance
• Lead service management and quality assurance teams to define and monitor metrics for service delivery of the security organization
• Effectively manage external relationships with technology vendors as well as business unit relationships focusing on cost reductions, risk mitigation and Service Level compliance
• Translates technical data into meaningful customer value propositions.
• Supported Bid / No Bid Process by working with and coordinating efforts for the Information Security Strategy & Business Development for internal and external clients
• Participated in strategy discussions/decisions.
• Successfully lead ISO 27001 / ISO 9000 re audit while moving to new ISO 27001:2013 standard
• Directly responsible for development, review and approval of Information Security policy and standards
• Responsible for executing and maintaining Information Security Program.
• Manage Security PMO delivering security projects for internal and external clients

Confidential, Plano, TX

Manager, Build and Release

Responsibilities:

• Implemented Release Management process and associated standardized documentation
• Successfully implemented Remedy Service Desk Portal utilizing established process
• Coordinated quality assurance and user acceptance testing
• Reported team workload and release metrics weekly to leadership
• Slashed development cost for Remedy enhancements by 30% while ensuring the continuation and enhancements of services

Confidential, Plano, TX

Globalization Manager

Responsibilities:

• Spearheaded launch of Epic clinical service desk for physicians providing 24 x 7 support
• Launched clinical service desk for physicians providing 24 x 7 support
• Improved offshore resource utilization from 60% to over 85%
• Reduced operating costs by moving 30% of work offshore to Bangalore, India and Guadalajara, Mexico while maintaining SLA compliance
• Planned and executed recruitment & of newly hired staff in multiple global regions, Bangalore & Noida, India and Guadalajara MX
• Trained and coached US based managers on cultural nuances of various regions resulting in better relationships and communications between leadership and associates
• Implemented voice and accent neutralization program

IT Project Manager

Confidential

Responsibilities:

• Built IT Service Management request forms resulting in improved request workflows and improved SLA compliance
• Coordinated resources and activities of cross functional support teams, providing seamless support across all areas of service delivery
• Managed customer’s requirements, planning timelines and delivered solutions
• Accountable for managing project performance including providing guidance to the management and core team

Engineering and Integration Manager

Confidential

Responsibilities:

• Setup new service offering to provide remote infrastructure support to small and medium businesses
• Hired, trained and managed offshore staff in Mexico
• Established & drove appropriate ITSM SLA and OLAs with key business/operational partners to ensure optimum service delivery
• Implemented release and change management process for patching and deploying software per ITIL

Desktop Engineering Operations Manager

Confidential

Responsibilities:

• Managed and provided technical direction to a team of 14 desktop engineers
• Vendor management
• Client point of contact providing root cause analysis for client escalations
• Served as liaison and single point of contact between ITO Service Delivery and client organizations
• Developed and implemented process documentation for patching and deploying software

Enterprise Desktop Engineering Manager

Confidential

Responsibilities:

• Managed all phases of enterprise desktop engineering team per ITIL and HIPAA guidelines
• Managed P&L
• Developed and implemented process documentation for patching and deploying software per ITIL release and change management
• Developed self-service software installation portal for enterprise