Accomplished Senior and Front-Line Manager, with strong hands-on technical skills and over twenty years professional experience in all aspects of software, IT, and customer service in both start-up and growth organizations. Goal-oriented with a focus on results, a decisive leader that strives for Team success, and is self-motivated. A track record of increasing productivity and driving improvements across the organization to reduce costs and increase revenue. Excels in dynamic, demanding environments, while staying focused and pragmatic.

Core Competencies

• Personnel Management
• Strategic & Tactical Planning
• Risk/Issue Management
• Budgeting / Forecasting
• Project / Program Management
• Customer Service
• Process Improvement
• Vendor Management
• Executive Leadership
• IIS / HTML / XML / SOAP
• SQL / C# / .NET / Scripting
• Information Technology

Professional Experience

Confidential

Carlsbad, CA

12/09 - Present

Senior Manager, Technology

Reporting to the CEO, responsible for all IT and Technical Operations across the organization, including the management of Co-located network, servers, and SAN in support of the Company’s SaaS based Social Media Insights applications, IT/help desk for internal clients, and Vendor management.

Key Achievements:

• Re-designed software and IT systems to increase operational capacity and reduce costs by over $120K a year
• Recruited and trained IT personnel
• Took over configuration management and implemented significant improvements in the build and release process
• Developed and implemented process improvements to better leverage technology and reduce overall costs
• Personally developed back office software systems to better track performance metrics and provide reporting
• Designed and implemented internal Knowledge System using Sharepoint technologies
• Took over all key Vendor Management functions for technology solutions

Confidential

Carlsbad, CA

11/07 – 05/09

Director of IT and Client Services

Member of the Executive Team, fully responsible for providing excellent Customer Support and IT services to over 1200 SaaS and locally-installed clients. Led and managed IT, Implementation, QA, Help Desk, CRM, Professional Services, Inside Sales, Training, Change Control, Documentation, and back-office Applications Development. Provided cross-functional management of four Managers, and 14 direct and indirect staff and contractors. Directed all operations for internal and production IT systems, redefined organizational structure, developed process improvements, negotiated and made final decisions for client support issues, and drove improvements in software development and product quality.

Key Achievements:

• Created significant improvements across every area of the organization, including;
• Training sales revenue increased by over 60%
• On-time delivery of implementation projects improved from 52% to 85%
• Software defects reduced by 50% in less than one year
• Help Desk case closures improved by 55%
• Reduced lost clients by 56%
• Cultivated several staff into higher positions of responsibility and title
• Improved and expanded Gold Client and Customer Care programs
• Development and implemented a Change Control Board and Release Process to improve quality of software
• Co-created and championed new business initiatives; Sharepoint, Disaster Recovery, and Managed Hosting
• Personally developed back office software systems to better track performance metrics and provide reporting
• Designed and implemented internal Knowledge System using Sharepoint technologies

Confidential

San Diego, CA

01/05 – 10/07

Engineering Director

Ensured delivery of software and hardware systems for all company contracts and obligations. Responsibility for Project Management, Client Relationship Management, System Design, Software and Hardware Development, QA, Deployment, and Maintenance across the organization. Managed and geographically distributed Software Engineering and IT Staff, as well as provided hands-on IT and development on all systems.

Key Achievements:

• Took ownership of several failing projects and worked closely with the client and staff to turn them into successes
• Built key relationships with multiple vendors to reduce costs and provide better products
• Designed and implemented Software Development and Change Control systems
• Reduced operational costs through the implementation of collaboration systems for all technical staff

Confidential,Technology Office

San Diego, CA

05/03 – 12/04

Technology Manager

Managed multi-million dollar and high-visibility IT/Software projects for all of the County departments. Matrix reported into other departments and provided consulting and oversight of 3rd-party vendor contracts.

Key Achievements:

• Turned around several failing projects through direct vendor management and detailed PM disciplines.
• Successfully delivered all projects, including;
• 70TB SAN and Immutable Storage solution implementation (>$3M)
• County-wide Enterprise Disaster Recovery plan and hot-site development (>$1M)
• Next-generation application development for the County’s #1 mission critical application (>$1M)
• Data center consolidation
• PeopleSoft major upgrade project for HRMS and Payroll ($1.5M)
• Developed and delivered regular classes to County staff on Project Management techniques
• Provided oversight and review of Contractor’s PM methodologies and adherence to CMM level 3 standards

Confidential

San Diego, CA

07/99 – 04/03

Vice President, Technology

Responsible for the successful delivery of all web-based software, hardware, and firmware for the company’s ASP energy saving product. Part of the Executive Team and front-line manager of technical staff and external contractors.

Key Achievements:

• Took product from conception to commercial release in less than six months
• Recruited and managed a team of software engineers
• Developed key technologies that reduced the product cost-of-ownership by 50%
• Designed, implemented, and supported a highly-available clustered web services architecture
• Negotiated all hosting and support vendor contracts

Confidential

Director of Software Development

San Diego, CA

08/96 – 07/99

Confidential

Systems Engineering Manager

San Diego, CA

10/94 – 08/96

Confidential

Senior Software Engineer

San Diego, CA

10/89 – 03/94

Education

Bachelor of Arts (BA) in Cognitive Science