SUMMARY

• Manager/Director, IT Asset Management, IT Infrastructure, Applications Management, IT Service Support Management - MBA and 15+ years of progressive IT leadership experience, delivering strategic direction and oversight of enterprise technologies, leading multiple technical teams.
• Expertise in information and product management lifecycles, IT Asset Management, solutions architecture, change management, configuration management, business continuity, capacity planning, and IT project management.
• Outstanding leadership style, hiring, developing, and retaining technical staffs in competitive markets.
• Well-versed in developing annual and multi-year work plans and strategies, recommending and implementing technology solutions and processes to meet business needs.
• Accomplished in establishing metrics, key performance indicators, and service level agreements to prove the value of IT service delivery.

PROFESSIONAL EXPERIENCE

Confidential

Manager - Information Technology

Responsibilities:

• Support team towards meeting operational repair and request fulfillment metrics as they evolved, helping to eliminate roadblocks, and manage escalation resolution when needed.
• Partnered with various business units to develop new programs expanding the scope of service of Depot while meeting business needs in a timely, cost efficient way.
• Built a store focused Secure IT Asset Disposal program focused on serving 375+ stores, with the explicit goal of removing technology as old as 15 yrs from the stores. To date more than 5000 devices recycled from store with an e-Stewards framework.
• Established asset management polices and procedures surrounding the 250,000 plus assets in the various stores and other remote locations incorporating ITSM and ITAM concepts. Partnered with business units to drive their understanding of ITAM fundamentals and build towards compliance.
• Leveraged my experience with ServiceNow to initiate major adjustments to incident, request, discovery, and cmdb modules of ServiceNow implementation.
• Drove implementation of ServiceNow Asset module, with customizations, and a series of enhancements to Service Catalog system for use by stores.
• Drove asset record collection and import into ServiceNow, including purchasing data from 2012 and forward.
• Led Vendor Management efforts to augment the teams capabilities to help scale, and also drove OEM Vendor compliance & recovery from a series of missteps.

Confidential

Technical Product Support Manager

Responsibilities:

• Direct team in supporting up to 400 complex, business-critical system implementations per month, working with large global financial and insurance companies with up to >20K end users.
• Implement new policies, procedures, and processes to more effectively prioritize and manage a high volume of tickets, meeting project time/budget constraints, and service level agreements with >88% case resolution.
• Directly manage resolution of client escalation, working with VPs, Directors, and Managers based in 15 countries throughout North America and South America.
• Leverage expertise in MS SQL, Linux Server OS, VMware, Cisco and Juniper Networks, Brocade Load Balancer, EMC/Dell Storage, IBM Tivoli, MS Windows Server, Windows Desktop OS, MS Office, and NICE enterprise products, including Recording (NIM 4.1, Engage 6.x), Analytics (Insight Analytics, Insight Amplifier), Real Time solutions (RTI/RTS), and Workforce Management (WFM) solutions.
• Rebuilt critical relationships between the Support and Project Management teams.
• Proposed replacement of ticketing system, and participated in all phases of ServiceNow launch focused mostly on Incident management and Service Catalog components, including requirements, process design, UAT, training, go-live, and matching process changes for Americas region.
• Rapidly hired and on boarded 4 engineers to support a new Workforce Management solution offering.

Confidential

Manager, Infrastructure Services

Responsibilities:

• Reorganized corporate and field support staff into regional teams, hired staff, established Team Leads, and streamlined job functions for greater productivity within 6 weeks of hire.
• Proposed and managed comprehensive relaunch of ServiceNow trouble ticketing system with including Asset Management, Incident, Service Catalog modules, rebuild entire CMDB, as well as reconfiguration of tools and training of internal processes to match updated system.
• Refocused division metrics on ITIL framework.
• Implemented centralized IT software procurement and standardization, for cost savings and efficiency; streamlined application support from 12+ software versions to 3.
• Evaluated, standardized, implemented, and upgraded hardware infrastructure: wireless network services, wired network services, and Cisco VoIP phone systems to replace legacy Avaya and Lucent systems.
• Led team in Windows 7 conversion project. Key contributor in design of security GPOs for Windows 7, and SharePoint implementation.
• Led team in data center renovation and virtualization/consolidation projects.
• Partnered with cross-functional managers to develop and implement improvements to DNS, DCHP, and Security policy, and Change Management policy.

Confidential

Director IT Field Operations

Responsibilities:

• Directed RFP processes, contract negotiations, and vendor evaluations.
• Established and monitored 45 performance metrics to guide decision-making.
• Administered numerous asset management related hardware and software projects across >1600 locations, for multiple customers.
• Developed plan and drove implementation and execution in documentation efforts using SharePoint.
• Led efforts to establish a comprehensive hardware asset management platform for managing multiple inventories spread across 3 time zones and multiple vendors.
• Managed Vendor relationships, including performance on SLAs, and QBRs.
• Provided QBRs to multiple client theater chains
• Partnered with IT leadership to successfully respond to software audits for Microsoft, Adobe, and Symantec.