SUMMARY:

• Senior - level IT executive with comprehensive hands-on experience in directing all IT operations, specializing in strategic planning, improving operations and business continuity planning.
• Skilled in team building, policy development, IT security, governance, performing technology evaluations, deployment of emerging technologies and cost reduction.
• IT Strategy & Security Managed Services Leadership Policy Development Change Management IT Operations Staff Management and Development Infrastructure Realignment and Consolidation

EXPERIENCE:

Confidential, Tampa, FL

Vice President

Responsibilities:

• Renewal of contact centers PCI/DSS level-1 certification
• Established a governance model that ensured predictable campaign launch, adherence to service level commitments and prioritization of client services
• Directed the organizational compliance posture including regulatory (i.e. HIPAA) and financial obligations
• Lead a team of six contact center application developers and database managers in campaign design as well as information reporting
• Implemented a rigorous change management program that resulted in 100% uptime of contact center applications
• Virtualized 35% of application hosting environment and 95% of desktop infrastructure
• Redesigned network infrastructure to in corporate SIP, MPLS, IPSec and business partner connectivity
• Service desk management for 700 users and six enterprise clients
• Realigned enterprise data storage model to comply with recovery and archival objectives
• Reconfigured secured infrastructure (services and platforms) to comply with industry best practices
• Transitioned content and message inspection services to open source platforms
• Created an environment for consolidation of diverse contact center communications onto a private cloud system.

Confidential, Tallahassee, FL

Senior Director of Service Operations and Delivery

Responsibilities:

• P&L management of four operating divisions (e.g. virtualization, storage, mainframe support, project management) comprising a revenue posture of $165M+
• Technical services team development and mentoring
• Grow services profitability through development of innovative service offerings, efficiency improvement, customer focus and resource planning
• Evaluate, assess and approve service delivery partner and supply chain relationships
• Devise and implement a transformation strategy that promotes lean operations
• Develop strategic service offerings unique to data/hosting center hosting environments
• Establish and grow service delivery competencies within the IT infrastructure security, business continuity, network engineering, virtualization and storage domains
• Promote the visibility and operational capability of a 95 member professional services delivery team.

Confidential, Boca Raton, FL

Chief Architect / Director

Responsibilities:

• Developed and promulgated standards for deployment of unified communications solutions; including software release recommendations, platform virtualization, feature deployment, call center design, quality of service policy and carrier interface specifications
• Assisted clients in establishing governance models and assuring compliance with HIPAA, PCI/DSS, GLBA and SOX information protection requirements
• Architected complex unified communications designs, including call center environments, for large enterprise accounts
• Assessed global client infrastructure for compliance with enterprise security policy, devised solutions for improving protective posture and managed a broad array of defense platforms (e.g. Cisco, TippingPoint, Juniper, SonicWall, etc)
• Conducted annual baseline of client network performance and delivered recommendations that improved protection of information confidentiality, integrity and availability. Developed specifications for semiannual penetration tests, compiled results and reported findings to client governance boards
• Critical Account rapid response team leader. Responsibilities included stabilizing networks and communications environments experiencing service interruption, performing situational and root cause analysis of service outages, establishing change control procedures, devising technical strategies to quickly overcome service impairment, coordinating response action with internal/external entities and re-establishing customer confidence
• Developed supply chain relationships and devise global security partnering strategy
• Assisted clients in negotiating service provider agreements, carrier service provisioning, service quality commitments and integration planning.

Confidential, Knoxville, TN

Acting Director

Responsibilities:

• Identified information resources in need of protection and defined those areas most at risk.
• Delivered recommendations necessary to achieve PCI/DSS compliance as well as improve the protection of information confidentiality, integrity and availability.
• Responsible for operational oversight of a 500+ site network supporting multimedia services, point-of-sale applications and business-to-business connectivity.
• Negotiated renewal of carrier and telephony service agreements.

Confidential, St. Petersburg, FL

Global Network Architect

Responsibilities:

• Eliminated more than 70% of network downtime within 6 months of tenure; developed Critical Information Infrastructure Change Control program that stabilized global IT and telecommunications environment.
• Developed and implemented a converged global IP-based network supporting over 45K data endpoints and 13K voice endpoints.
• Slashed $6M from operation costs by initiating plan and developing associated architecture for migrating WAN to Multi-protocol Label Switched environment that eliminated bottlenecks.
• Obtained $400K in vendor incentives and 35% discount in maintenance service costs by centralizing administration and establishing standardized purchase policy.
• Orchestrated the consolidation of 6 data centers that improved service, maintenance and provided unlimited bandwidth availability.
• Prevented network intrusion exposure through recommendation and adoption of a closed Internet posture.
• Developed first IT enterprise infrastructure change control policy and served as senior technical advisor on security governance committee.
• Assessed value of acquired IT infrastructure during merger and acquisition initiatives; devised infrastructure realignment strategies for acquired entities.
• Devised test plans and evaluated security appliances for infrastructure protection solutions.

Confidential, Tampa, FL

HiPath Professional Services Practice Manager

Responsibilities:

• Served as the Confidential Chief Technology Officer for Network Operations of Henry Ford Health Systems, directing data center operations that supported 23 hospitals and urgent care delivery units. Managed service level commitments, revamped organizational structure of the infrastructure support group (~ 103 employees) and formulated the framework of a business continuity plan. Established a metrics-based program for assessing performance of data center operations, defined infrastructure improvement initiatives necessary to achieve HIPAA security compliance, and defined architecture for an IT disaster recovery plan.
• Spearheaded restructuring of a 95-person IT services delivery organization to improve operational efficiencies, standup of a services proposal center and revitalization of a project management office. Achieved organizational profitability, of three distinct operating divisions, within nine months.
• Devised criteria and practices for performing convergence assessments essential for successful deployment of Confidential IP telephony solutions.
• Gained $4M in new business during period of downsizing and loss of 15% of staff during FY2003.
• Orchestrated $8M technical project for the New York City Transit Confidential /ATM infrastructure with focus on IP resiliency, ATM integration, and acceptance testing. Developed a multi-service communications network supporting 500 railway stations, monitoring systems and more than 3000 optic interfaces.
• Directed the development of PKI-based strong user authentication telephony systems and convergence solutions to meet emerging requirements of NSA and DOD; this effort primarily focused on architectures implemented under the Confidential & Confidential and C3S programs.
• Served as Lead Design Engineer for Confidential Company & Jaguar in development of specifications and service criteria for replacement of a legacy VSAT transport system serving 6,700 North American dealerships.
• Expanded EBIT of business unit through outsourcing SLA agreements.
• Recognized for highest gross sales revenue in the government vertical.