PROFESSIONAL PROFILE

• IT Director with extensive background in software development, support, and organizational management.
• Technically savvy with an emphasis on management of technical resources in mission critical environments.
• Comprehensive knowledge of human resource management and high performance teams.
• Superb customer service skills with years of project and customer account management at a senior level.
• Excellent communication and written skills. Skilled in document writing both technical and administrative.

PROFESSIONAL EXPERIENCE

Confidential, Tampa FL

Customer Support Manager

Responsibilities:

• Directed day to day activities of 24X7 remote support of Hospital Supply Chain Management applications. Team supported both customer direct and internal inventory counters at customer sites in the field.
• Managed direct reports in USA and India, insuring proper performance and professional case management.
• Salesforce Administrator for the enterprise . Set up all groups, accounts, permissions, rules, and notifications. Primary contact for support and custom changes.
• Developed Salesforce CRM objects and process flows for dual businesses. Defined, met, and reported metrics.
• Implemented a Salesforce Knowledge Base functionality. Installed and managed third party plugins.
• Supported Sales, Finance, Technical Support, and Customer Account maintenance within Salesforce.
• Provided case management to include escalations, timely resolution of issues, and managing sales leads.
• Managed IT infrastructure, building security, software license management, hardware purchasing, and repair.
• Quoted and managed customer hardware purchases. Provided quotes for professional services out of scope.
• Very active in recruiting - conducting candidate sourcing, screening, interviewing, and hiring.

Confidential, Yuma AZ

Caretaker

Responsibilities:

• Personal decision to care for ailing elderly parents.
• Engaged in online self-study and provided volunteer IT assistance to agricultural community.
• Assisted extended family business with building of IT infrastructure.

Confidential, Cypress CA

Manager IT

Responsibilities:

• Managed a team of architects, developers, project managers, and DBA (Oracle/SQL) support analysts for the UHG infrastructure. Provided oversight to software test management (resources/environments/scripts).
• Responsible for software license acquisition, renewal, and management across the IT enterprise.
• Lead numerous project management initiatives for UnitedHealth and PacifiCare integration (tools and datacenter migration, software test and validation, system upgrade planning and implementation).
• Staffing allocation, tracking of project hours, cost analysis, department financial performance, and reporting.
• Consolidated all PacifiCare legacy application code from CVS into central UnitedHealth Subversion repository.
• Human resources management - performance management, salary planning, rewards, and disciplinary action.

Confidential, Cypress CA

Service Delivery Manager 

Responsibilities:

• Managed Development Services team providing infrastructure support to onsite and offshore software developers, database administrators, and project managers. Onsite under contract with PacifiCare.
• Tracked and adjusted financials in terms of funded projects, ensuring proper delivery within budget.
• Implemented and supported CVS code management for entire Keane development teams. Developed all associated documentation on process and use, and delivered training to the developers. Project manager.
• Offshore resource integration, training, and work scheduling for “follow the sun” 24X7 coverage.
• Human resources management - performance management, disciplinary action, hiring, and job terminations.
• Participated in Sarbanes-Oxley audits, addressing any identified compliance issues.

Confidential, Colorado Springs CO

Software Consultant II, Software Specialist

Responsibilities:

• Acquired by HP in 2001.
• Instrumental in developing call center infrastructure for mainframe OS and application support.
• Managed multiple call center support teams and interfaced with engineering on software defects.
• Incident and escalation management for extremely high profile clients with highly aggressive service levels.
• Focused on break/fix for operating systems, programming languages, and database products.
• Developed performance management system for review, rating, and promotion. This was based on behaviorally anchored rating scales that were then translated into promotional criteria.
• Worked closely with sales on offerings and definition of associated service level agreements.
• Developed all service level reporting for organization, including ad hoc reporting as requested.

ACQUIRED SKILLS

• All Microsoft Windows OS versions and Office products (Word, Excel, Access, PowerPoint, Visio, Project)
• Mainframe OS (HP, IBM, Unisys); User interface (command language and system administration)
• Software Development (OS and applications developer/programmer in defense and commercial arena)
• Proficient in all legacy programming languages; Relational databases; SQL query language; DCL
• Production support and root cause analysis. Ability to formulate immediate action plans and engage resources
• Rollout of Call Center infrastructure and associated process flows based on business requirements
• Development of staffing models and resource skill requirements; Hiring, training, mentoring, and performance
• Sales Support (hardware and software quoting and delivery); Account management for numerous critical clients
• Development of various knowledge base implementations along with formatting standards and access policies
• Organizational acquisition and integration of diverse or overlapping infrastructure tools and processes
• Data center planning and migration
• Cloud computing (Infrastructure, Software, and Platform as a Service)
• Middleware access to various ERP platforms (PeopleSoft, Lawson, Meditech, Digimax, McKesson)
• Microsoft licensing (acquisition and management); Office 365 and SharePoint
• Establish and manage vendor relationships. Contract negotiations (graduate courses in Business Law)
• Network troubleshooting; wireless LAN acquisition and configuration support for infrastructure
• Project management; SDLC methodologies (primarily RUP and Waterfall, Agile)
• Budget management and forecasting. Ability to present current and future models to senior executives.
• Six Sigma and Lean Methodologies; Capability Maturity Model (certified at Keane, Inc.)
• Software Release Management and Change Control
• Managed and supported PBX phone systems (PBX-Change)
• Adept at writing SOW’s, Conceptual and Functional Design Specification, and Technical User Guides