SUMMARY:

• Forward - thinking, methodical, and multifaceted professional, with over 25 years of experience in core IT/business management, operations, strategic planning, implementation, budgeting, purchasing and process improvement. Program and project related skills and experience. I have proven leadership qualities, teambuilding and communication skills.

• Cost reduction initiatives by introduction of Cable Modem/DSL services to over 2,000 Retail Stores versus T1 lines reducing costs by 15% and providing needed bandwidth.
• Proposed and implemented technical, process and system changes such as the introduction of biometrics to modernize athletic building access. Implemented a management system for credit card payments, expediting renewals, new s and rental equipment. The credit card payment process was successfully implemented while meeting stringent compliance with Confidential security policies.
• Improved productivity and customer resolutions at the service desk by 50% by altering the password reset process; reduced backlog of service inquiries from over a three-month period; decreased staff turnover by 30%; designed and developed measurement for customer satisfaction, through surveys, while meeting HUD requirements.
• Maximized bottom-line performance by initiating and launching the following process improvement projects:
• Differentiated Services Program a proactive approach for preventative maintenance, thus resolving customer issues, reducing incidents by more than 30% nationally, and keeping CSR’s online.
• Developed Information Technology Associates program for national employee rewards and recognition, focused on teams and individuals to improve their morale.
• Implemented Info-share communication vehicle on Microsoft SharePoint to enhance sharing of best practices, current issues, fixes, and status of deployments.
• Developed a service model modification by increasing tickets resolved by the service desk versus higher paid field technicians, thereby resulting to a lower cost solution and staff reduction.
• Implemented Cloud Printing at five large 500 plus seat Call Centers saving $200,000.
• Developed and implemented for Agilent Technologies a divesture of Confidential, a Virtual Call Center consolidating throughout US, Canada, and Puerto Rico contact points from 115 to 1 toll free number. Developed similar plan for Western Europe and Latin America. This required building multiple business processes supporting a Sales and Service organization of 40,000 employees.
• Received “President’s Customer Satisfaction ” for Outstanding Branch Operations providing both Sales and Service Support at Confidential . This was based on Leadership and Branch performance.

STRENGTHS AND COMPETENCIES:

• Microsoft Office| Teamwork | Clarity | Google Apps
• Strategic Business Background
• IT Service Manager
• Program and Project Management
• Process Improvement Management
• Vendor Management
• Team Leadership
• Purchasing
• Budgeting
• Consulting
• Customer Service
• Leadership
• Multi-Tasking
• Communication
• Asset Management
• KPI and SLA Creation
• Business Development
• Communications
• Implementations

PROFESSIONAL EXPERIENCE:

Confidential, Fort Lauderdale, FL

Associate Project Manager

Responsibilities:

• Responsible for $700 million of multiple technology projects providing real-time situational awareness to all levels of the organization.
• Duties included purchasing, scheduling, maintaining status logs, remediation, coordination of installation with multiple vendors and the customer.
• Produce and communicate daily progress reports, vendor billing, process changes while meeting State of Florida guidelines.

Confidential, Fort Lauderdale, FL

Response and Recovery Assistant Project Manager

Responsibilities:

• Created and maintained project site and file retention files for payroll, human resource, health and safety, and .
• Point of contact for Human Resource, Safety, and Payroll departments to resolve issues and responsible for preparing all new hire administrative documentation.
• Supervised and trained new personnel for over 1,200 sites statewide.

Confidential, Boca Raton, FL

Technology Coordinator

Responsibilities:

• Managed technology systems and services supporting divisional operations.
• Worked with Director of Technology Services coordinating hardware and application software purchases and licensing.
• Collaborated with engineers and developers on resolving technical challenges and identifying solutions.
• Oversaw staff optimizing and improving staff skills and capabilities.
• Worked directly with the Director to provide technology services, purchasing, implementation and budgeting to the division.

Confidential, Fort Lauderdale, FL

IT Consultant

Responsibilities:

• Led the purchase and configuration of desktop computers and mobile devices in administrative offices for small companies.
• Partnered with vendors in installing and configuring voice system options for the IVR.
• Managed the installation of POS equipment in restaurants and deployment of software applications.

Confidential, Fort Lauderdale, FL

Service Desk Manager

Responsibilities:

• Responsible for troubleshooting open issues from staff offering advice and solutions.
• Served as an escalation point with customer interactions through email and phone, ensuring customer satisfaction.
• Spearheaded process improvements, standards, and procedures while complying with service level agreements.

Confidential, Fort Lauderdale, FL

IT Support Manager

Responsibilities:

• Directed a team of IT professionals in daily operations, coaching, analyzing workflow, assigning schedules to meet service level agreements and develop professional working relationships with customers totaling more than 1,800.
• Served as representative of the field organization which included national deployments, migrations, projects, and programs to establish the company as the face of IT to the customer.
• Provided expert leadership to various teams assigned in different locations
• A team of four technicians assigned in retail stores across different markets, offering services to over 800 retail locations associated vendor relationships.
• Eight technicians in each of four call centers in the southeast comprised of more than 450 agents, in charge of providing services to retail outlets in the surrounding markets located near the centers.