SUMMARY:

• Strategic Planning & Analysis IT Management Systems Administration~ Leveraging Leadership and Technical Expertise to Ensure Optimal Information Systems
• Tech - savvy, analytical Senior-level IT Leader with robust industry experience across start-up organizations.
• Offer multifaceted complex program management, product development experience, and life cycle project management methodologies to translate technical requirements to business process solutions.
• Collaborate with the senior management team in tackling organizations most challenging technical problems, driving technical excellence at all levels, to support execution of the organization's vision. Proven success in coordinating project work to mitigate risks and solve technical issues in the technology industry.
• Develop and spearhead large-scale technology initiatives for long-term strategic plans and solutions.
• Skilled in senior-level metrics reporting to support and integrate divergent data sources and monitor performance tactics.
• Leverage extensive network infrastructure and process knowledge to meet operational goals across system infrastructure technologies and the broader digital ecosystem.

CORE COMPETENCIES:

Strategic Direction | Operations Management | Project Lifecycle Management | IT Management | IT Systems Systems Integration | System Testing | Infrastructure Development | Business Administration | Process Mapping Material Requirements Planning (MRP) | Software Strategy | Software Implementation | Enterprise Systems Enterprise Software | Enterprise Applications | Enterprise Resource Planning | Product Lifecycle Management Digital Transformation | Data Management | Budget Administration | Performance Appraisals Technology Trends | Staff Development & Training | CRM Frameworks | Conflict Resolution

TECHNICAL SKILLS:

Operating Systems: Windows 10, Windows Server, Mac OS/iOS | SaaS Cloud Computing

System Management/MDM: MS SCCM, Computrace, Cisco Meraki, Jamf, Remedy, CA Service Desk, Spiceworks, Mercury

Security/Backup: MBAM/BitLocker, Carbonite

Software & Applications: Microsoft 365, SharePoint, MS Office Suite, Visio, Publisher, Jira, Confluence, Trello, Service Now, Logic Monitor, Concur (Admin), DocuSign, Lucid Chart

PROFESSIONAL EXPERIENCE:

Confidential, Phoenix, AZ

IT Operations Manager

Responsibilities:

• Provide strategic guidance and direction to a 6-person team of full-stack and SPO developers across the country.
• Mobilize hands-on leadership to team to develop and implement networks and servers, respond to user help desk requests, and monitor system stability and performance.
• Leverage expertise across IT performance and network administration and system security to provide high quality network infrastructure monitoring and system problem resolution utilizing ERP, HRIS, SNOW, and Jira.
• Assess system data and error logs, along with user reports, to determine areas for improvement or repair, as well as to ascertain when systems/servers are due for upgrades; build data management capability using industry-best practices and tools.
• Enhanced data governance, sharing, and interoperability within the HR functions by spearheading HRIS (Human Resources Information Systems) Integration; facilitated merging two legacy HRIS into one unified system UltiPro for the company, merged Travel and Expense and General Ledger using UltiPro as the source of truth.
• Synthesized Service Now and Jira for a seamless interface to enter support and other project-related requests.
• Provided technical support and maintenance for Confidential ERP systems, including month, quarter, and year-end book closings; engaged with BI team in drafting and documenting reports, as well as resolving financial discrepancies.
• Led the migration of SharePoint on-prem to SharePoint Online to include 3 TB of data, workflows, and team sites, boosting flexibility and portability.

NETWORK & SECURITY MANAGER

Confidential

Responsibilities:

• Directed a 5-person team of engineers to promote corporate and branch digital security and DC connectivity.
• Selected and installed security hardware and software, analyzing networks for potential security threats, and developing Internet protocols to deal with viruses.
• Protected company information and privacy by implementing yearly firewall audits.
• Promoted higher capacity bandwidth, centralized management, network visibility, multiple connection types with SD-WAN network redesign, utilizing IP Sec and BGP running over OSPF.
• Provided advanced security solutions with the adoption of a new VPN solution, resulting in an $80K+ annual savings.

Confidential, Scottsdale, AZ

IT Manager, Technology Support Services

Responsibilities:

• Provide support to all desktop processes, maintaining exceptional quality following end-user requirements, and assisting to resolve all complex issues for all North America, Central America, and South America internal and external customers.
• Monitored efficient working of a 9-member support team located in five states and Mexico; controlled a $1.5M budget and asset management (both hardware and software), and ensured optimal level of operational productivity and compliance to all customer objectives.
• Collaborated with application support and IT team to provide technical expertise in various support issues and administer all contracts in assistance with the production team and recommend improvements to all management processes.
• Administered all desktop technology integration processes on various servers and supported the installation of various product solutions, assisting to perform troubleshooting on all processes.
• A key player in negotiating and closing nine laptop lease contracts, reducing operating expenses significantly; streamlined campaign to return, acquire and replenish 1K leased Dell laptops for North America associates.
• Proactively facilitated robust security with the adoption of centralized management of all MACs and PCs; drove endpoint protection, patch management, and software distribution via SCCM management and JAMF; strengthened data protection with the deployment of File Vault and BitLocker encryption.
• Led technology elements of transition, expediting corporate office relocation.
• Crafted onsite network needs, achieving budgetary control with the identification of variances and implementing prompt corrective actions; engineered network technology/operations for 100-session seminar event for 2.5K+ existing and new customers with industry-leading keynote speakers.

Confidential, Mesa, AZ

IT Director, Infrastructure & Desktop

Responsibilities:

• Provided oversight of IT Operations including leadership and supervision to the (3) members of the IT Infrastructure/Desktop division, adopting appropriately skilled resources to meet required service levels.
• Oversaw a $600K+ budget, tracking budgets and delivering cost-benefit analysis to weigh financial decision impact against desired outcomes.
• Directed the development, implementation, and administration of all IT, incorporating technology guidelines, controls, processes, system enhancements, and solutions to mitigate business risks.
• Managed operational data and software solutions to obtain better business intelligence, and align with company strategic vision.
• Performed Project management of IT initiatives across new partner implementations, analyzing architecture design, scoping, implementation, testing, and deployment needs to define project requirements, and produce measurable business value.
• Provided ITIL Service disciplines across user support transformation, building infrastructure, help desk, and desktop support from the ground up, while ensuring business continuity, controlling risk, and minimizing disruption to associated IT services.
• Built and oversaw agile, responsive teams to deliver and maintain a cloud-based phone system, without additional equipment; facilitated phone access at partner locations, decreasing related acquisition and operating costs by $3K+ annually.
• Enforced multichannel support and leveraged help desk groups to dramatically increase user satisfaction, at zero cost; spearheaded the deployment of automated ticket tracking system to capture, manage, and track the status of customer issues in an organized and highly-collaborative manner; explored feasible solutions and designated Spiceworks open-source solution in managing tickets raised by clients, providing customer support via multiple channels and tracking agents’ performance, among others.
• Delivered secure/scalable network to drive competitiveness, efficiency, reputation, and quality; implemented Cisco Meraki enterprise networks, allowing the corporate network to be securely extended to corporate/remote offices.
• Strengthened mobile device management (MDM) leveraging Cisco Meraki/MS InTune, enabling the IT department to implement policies that secure, monitor, and manage end-user mobile devices.
• Recommended and adopted a VOIP Cloud-Based Communication System, enhancing mobility, scalability, security, reliability, and cost-effectiveness.
• Mitigated data failure and optimized backup recovery via the implementation of Carbonite cloud backup solution.
• Utilized cloud-based NOC monitoring to configure monitoring to track performance metrics, processes, users, databases, and available storage for SaaS solutions.
• Optimized document management systems with the creation of a software imaging solution.