SUMMARY:

• Strong leader with a proven record of creating, implementing, and supporting innovative technical solutions
• Tech - savvy professional with solid business acumen and a history of delivering strong bottom-line results.
• Visionary leader able to align IT strategy to corporate goals while enhancing operational efficiencies, improving processes, and reducing costs.
• Innovative problem solver with a detail-oriented approach to guiding complex projects from start to finish based on the latest technologies and best practices.
• Collaborative team player with a reputation for building, empowering and motivating top-performing teams.

AREAS OF EXPERTISE:

• IT Strategy & Management
• Financial Management
• Cross-Functional Team Leadership
• Program Management
• Project Management
• Vendor Management
• Risk Management
• Team Building
• Process Improvement
• Business Analysis
• Crisis Management
• Problem Solving

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

IT/Program Director

Responsibilities:

• Directed the delivery of contracted IT services in support of large clients’ enterprise infrastructure. Support services included but not limited too; managing ITSM processes, service desk, patch management, technology refreshes, OS imaging management and hardware certification, application packaging & deployment, communication & collaboration tools, and desk-side support for over 24K end users Confidential 1400 locations.
• Consulted, collaborated, and supervised WAN telecom and network design, routing, switching, firewalls, IDPS, and centralized tools (e.g. Network, performance, SIEM, etc.)
• Provided and directed NOC/SOC, Call Centers, Cisco Unified Communication Manager, and VOIP for clients’ environments
• Through continually improving project execution and delivery, generated $1M in program cost savings through continuous improvement initiatives.
• Doubled the number of monthly technology refreshes with technology refresh program KPI achieving 4.7 on a five-point scale. Technology included laptops, desktops, printers
• Reduced call volume by 12%, slashed call times by 50% and increased chat volume by 6% based on enhancements created after careful analysis of service desk analytics.
• Achieved 50% increase in VDI capacity based on comprehensive analysis and troubleshooting of capacity challenges in client cloud environments.
• Successfully delivered and met IT service level agreements (SLAs). Consistently obtained above 97% of Patch, Mobility, Message and Collaboration Services SLAs.

Confidential, Waltham, MA

Director of Data Center Operations

Responsibilities:

• Designed and lead WAN telecom and network design, routing, switching, firewalls, IDPS, and centralized tools (e.g. Network Management, SIEM, capacity and performance management)
• Managed multiple Data Center infrastructure projects to improve efficiency, including enhancement of UPS systems to increase use by 50% and upgrades of HVAC system to achieve 18% improvement in efficiency and greater temperature consistency.
• Achieved approximately $1M in contract savings and a 40% reduction in networking costs with the implementation of new WAN technology.
• Directed and oversaw NOC/SOC and Call Center for internal and external client environments.
• Designed and planned implementation of upgraded service desk platform, new network, and security management systems
• Improved call tracking and elevated initial call close rate to more than 88% through an upgraded ticketing system.
• Designed and managed the implementation of the internal private cloud virtualizing more than 200 Windows servers and phasing out 98% of legacy systems to generate greater efficiency and up-to-date technology systems.
• Spearheaded the development of an XP legacy in-house application to integrate with a private cloud for operation as a multi-tenant SaaS offering.
• Implemented the first formal Change Control Board (CCB) for improved incident, change and problem management.
• Enhanced Software Development Life Cycle (SDLC) with the integration of Microsoft's cloud development tools to replace outdated in-house software versions.

Confidential, Tampa, FL

Relationship Manager

Responsibilities:

• Built positive relationships with customers
• Assisted with generating new business

Confidential, Tampa, FL

Strategic Account Executive -

Responsibilities:

• Supported strategic clients, handling complaints, negotiations, and providing innovative technical solutions
• Developing sales strategies and staying current on company offerings and industry trends.
• Maintaining a database of contact information and building long-lasting, mutually beneficial relationships with external contacts and internal departments to create a better customer experience.

Confidential, Chantilly, VA

Director of Retail IT Technology Services Sales Southeast

Responsibilities:

• Designed and implemented strategic plans to build the Southeast Region
• Cultivate lasting relationships with customers to grow customer loyalty.
• Worked with customers to better understand their business needs and goals.

Confidential, Tampa, FL

Enterprise Account Executive - Innovative Telecom & Technology Sales

Responsibilities:

• Supported strategic clients, handling complaints, billing, negotiations, and providing innovative technical solutions
• Developing sales strategies and staying current on company offerings and industry trends.
• Maintaining a database of contact information and building long-lasting, mutually beneficial relationships with external contacts and internal departments to create a better customer experience.