SUMMARY

• Executive - Level Program Manager III with 12 years of IT Infrastructure and business management experience in both the public and private sector with key emphasis infrastructure management, billing and telecommunications, vendor management and program management.
• Extended experience in Microsoft Cloud Infrastructure Experience in O365 related deployment implementations in complex environment.
• Best Practices using Information Technology Project Management methodologies in the market ITIL, WATERFALL, AGILE and SaaS to set practices for IT service management (ITSM) on aligning IT services with the needs of business.
• Program Management/Project Management:
• Office 365 (Microsoft Cloud)
• Enterprise O365 Migration/Deployment
• Adoption and Change Management
• Infrastructure Consolidation Best Practices
• System Migrations/Integrations
• Enterprise wide Implementations
• Business Development Management and Leadership:
• Overall Business Development
• Cross-Functional Supervision
• Team Building & Mentoring
• Client Relations & Presentations
• Business & IT Planning
• Vendor Management
• Enterprise communication and change management
• Solid experience with management consulting in the areas of change management
• Familiarity with change management principles and methodologies
• Knowledge of project management approaches, tools and phases of the project lifecycle
• Ability to identify operational issues and recommend and implement strategies to resolve problems
• Ability to deliver presentations to various audience levels within an organization
• Thorough knowledge in developing, maintaining, and expanding client relationships
• Proficient with Microsoft Office applications: Word, Excel and Outlook
• Excellent ability to manage and facilitate change within an organization
• Strong written & oral communication skills

TECHNICAL SKILLS

Microsoft O365: Collaboration and productivity tools including Exchange/Outlook, OneDrive for Business, O365 Groups, Skype for Business, Delve, SharePoint and other across the O365 value offer.

Microsoft Infrastructure: (Active Directory, Network, Security, Governance, Architecture, SCCM)

Enterprise Security: with O365, Azure, Splunk and other areas

Virtualization: in Azure, VMWare, Hyper-V including Turbonomics

Help Desk Support Design: Create and Implement support infrastructure globally.

PC Operating Systems: Microsoft Windows XP/Vista/Windows 7 64/32 bits, Windows 8 LINUX, MACINTOCH.

Server Operating Systems: Microsoft Windows NT/2000/XP/VISTA/WINDOWS 7, Linux, Unix, Mac OS, Windows NT/2000/XP/Vista, AIX Windows, HP-UX.

Hardware Environment: Intel, IBM Lenovo, Dell, Compaq/ HP, TANGENT, DATALUX, Asus, BIOSTAR, ATI, NVIDIA, ADAPTEC, Legacy Terminals, Toshiba, Sony VAIO, Acer, IBM ThinkPad and Lenovo, Seagate hard drives.

Mobile/Wireless Devices: Blackberry devices / blackberry enterprise Server, MAC iPhone/iPod, Android smart phones, Laptops, tablets PCs.

Networking: LAN/WAN, LWAPP, TCP/IP, VPN, VoIP, Ethernet, MPLS, Frame Relay, Trucking. Linksys/Cisco Routers, Cisco and NORTEL Networks.

Data Storage: SAN, Network Attached Storage (NAS), TCP/IP, VPN, NFS/SMB/ CIFS/iSCSI protocols, Brocade switches/directors, Multi-Protocol

Servers: HP, Dell Servers, Intel Server, IBM Server, Custom Build Servers, Alpha Servers, HP-UX Servers (SUPERDOME), Sun Servers, Intel Base Server with Linux Blackberry Server.

Data Storage: EVA, XPS, DAS, NAS, SAN, EMC, STORAGETEK, Hitachi Storage

Applications and Software: MS Office Suite O365 2016 Anti-Virus Protection MacAfee, Symantec, Ghost, SharePoint 2007, ACRONUS, VERITAS, Legato, Crystal Reports 9,10 and 11, Log-My-In PC-Anywhere, SMS/SCCM, VNC, Deploy SCCM, Exchange, EAS, SMS, Altiris.

PROFESSIONAL EXPERIENCE

Confidential

Strategic Engagement Manager

Responsibilities:

• Working with the sales team in Microsoft Practices building the customer trust and a long-term relationship across lighthouse client's developing more business for the company.
• Project and planning resourcing. New customer and will act as the primary escalation point for any problems in the relationship. Oversees client’s opportunities. Focus will be on engagement experience and contract compliance.
• Work very closely with the client in understanding their specific requirements. Part of the responsibilities might include interviewing the client’s middle managers or holding a focus group discussion with its employees to assess how the project could be best implemented.
• Be part of the customer engagement team and provides leadership. Core responsibilities here are keeping the team fully updated on all feedback coming from the client and ensuring that they adhere to client expectations.
• Responsible for all billing and invoicing of the client and managing client expectations. Usually own all accounts payable issues arising from the project.
• Responsible to Manage Change in every project. Business transformation required manage the human factor across the Enterprise. The new skills and capabilities must be developed, to minimize resistance would be important to have the right approach to the business. Make them participate and be part of the change. The change-management approach should be fully integrated into program design and decision making, both informing and enabling strategic direction. It should be based on a realistic assessment of the organization’s history, readiness, and capacity to change.

Confidential

Program Manager/Project Manager

Responsibilities:

• Primary role and duties: Oversees overall project plan working with the Project Managers assigned to the project to be sure the organization, project plan will reach the timeline and overall project goals.
• Leadership - Adept at leading/managing cross-functional programs. Capable of leading high performing teams under tough deadlines, to meet expectations of multiple Internal customers.
• Problem solver - Creativity and forethought in solving complex project issues and organizational ability and multi-tasking skills. Service orientation (Mentor) - “People person” and a team player.
• Participates in all meetings related with Office 365 (Cloud) Project and planning. Test different initiatives for the work goals and the way in which they are achieved. Taking piece of the work when is applicable as part of the Team. Provide high level report to all the Project Team members to be sure everyone is on the same page and achieve the different task and commit to the overall Goal.
• Guided several departments in designing and developing projects through production stage.
• Collaborated with management teams to deliver assigned programs - Developed group and individual timelines, assessed/identified potential bottlenecks in each project/program process.
• Directed the recruitment process of key employees and the selection of consultants and outsource-vendors.
• Developed and initiated internal processes to improve program delivery within specific timeframes.
• Established goals and milestones as per the desired results to be generated by the project.
• Defined the resources required for completion of a project and allocated resources accordingly.
• Managed teams working on different programs and smoothed out any areas of possible conflict.
• Evaluated the timely performance of different teams working on a project and documented the progress accordingly.
• Assisted the engineers in documenting the project designs and making changes as per needs.
• Ensured that all programs were executed within established time and complied with the defined standards. Organize
• Provide recommendations to have a better organization in a way that maximizes resources (resource management).
• Increases the chances of achieving a successful day by day operation. Work very close with the Project Manager to understand how all the tasks are done and that he has the resources in place. This has to be communicated clearly to staff so there are no misunderstandings about expectations.

Confidential

Project Management

Responsibilities:

• Create a solid plan to join the general goal to implement across the Global institution. Advanced mix of skills in project management, technology and strategic business acumen.
• Deep project management and Microsoft infrastructure product implementations across the HNI companies. Knowledge and ability to facilitate the deployment of Microsoft infrastructure technologies. Project management and leadership delivering projects on time, within budget, and with high customer satisfaction.
• Communications Generation and Change Management following HNI project management procedures.
• Managing within the PMI methods and applying standard methodologies to achieve project results.
• Risk management and mitigation.
• Implementation of new technologies and collaboration tools complementary and included Office 365 services including Office 2013 suite across devices, OneDrive for Business, SharePoint and OneNote.
• Migration from Office 2007 and office 2010 to Office 2013
• SharePoint customization for optimal collaboration in high management
• Implementation of all the Office 365 mobility applications across all mobile devices
• Implementing process and documentation for the end users
• Corporate communications and coordination with other teams and HNI companies.

Confidential

Program Manager/ Project Manager

Responsibilities:

• Advanced mix of skills in project management, technology and strategic business acumen.
• Deep project management and Microsoft infrastructure product implementations across the AZ companies
• Knowledge and ability to facilitate the deployment of Microsoft infrastructure technologies.
• Project management and leadership delivering projects on time, within budget, and with high customer satisfaction.
• Communications Generation and Change Management following AZ project management procedures.
• Managing within the PMI methods and applying standard methodologies to achieve project results.
• Risk management and mitigation.
• Implementation of new technologies and collaboration tools complementary and included Office 365 services including Office 2013 suite across devices, OneDrive for Business, SharePoint and OneNote.
• Migration from Office 2007 and office 2010 to Office 2013
• SharePoint customization for optimal collaboration in high management
• Implementation of all the Office 365 mobility applications across all mobile devices
• Implementing process and documentation for the end users
• Corporate communications and coordination with other teams and AZ companies.

Confidential

Senior Business Analyst/ Project Management

Responsibilities:

• Senior Business Analyst / Project Management enterprise wide migration from legacy systems (Lotus Notes) to Office 365 for all the TJX Companies allover he world.
• Build a Global Source Data base to have a clear Migration Target population of users.
• Collecting information by department and work with CRMs (Customer Relationship Management) in order to understanding the business needs and have a better coordination to make this transition smooth not impacting the business.
• Create migration schedule, by day, week and month Pipeline and establish processes related with Migration and with the new environment (Office 365).
• Create critical communication coordination and execution.
• Vendor Coordination including Microsoft and other vendors related with the Migration and transition.
• Working with TJX messaging team to create escalation processes and support structure.
• Generate Reports and Status reports sharing with Management to review the status of the project. Timelines and other project related duties.
• Understanding end to end the messaging infrastructure including the Coexistence environment (QUEST)Migration of Conference rooms, share mailboxes and email Distribution List.
• Deep Diving in legacy system (Lotus Notes 8.5) to Office 365 to create a plan in the long run for transition to another system. Enterprise wide migration project Office 365 or other SaaS platforms.
• Responsibilities include
• A coordinator/communications role for Collaboration projects (Portal, Lync, Outlook & Team Sites)
• Managing to coordinate and understand with other projects like Windows 7, Network, upgrades, patches, etc. to avoid project collisions.
• Project Analyst to engage different teams and provide communications & oversight for concurrent multiple projects.
• Collaboration projects

Confidential

Office 365 Program manager / Service Integrator

Responsibilities:

• Take leadership of the support program for the O365 Enterprise support and the managed customer audience.
• Create and lead virtual teams consisting of all the relevant individuals necessary to define global strategy and enablement.
• The scope of this includes new service launches, CPE and in-market program health and support model through planning, project management, and collaboration.
• Defining the support strategy and business requirements, determining the critical success measures and milestones required for go-to-market.
• Partner extensively with teams across organizational boundaries, including product marketing and engineering, to define strategy and plans, and operationalize with release management. This includes obtaining appropriate buy-in by the different lines of business and product group stakeholders/leaders, and delivering results based off the established DELL/ MS Support goals Standards through planning, coordination, and program execution.
• Make a Planning the Integration and execution of O365 support and customer readiness strategy.
• Work closely with key functions to represent program requirements and objectives across release management, tools, supportability, regionalized support and other related groups and initiatives.
• Defines and drives buy in on support model and offering plans, along with cost and CPE targets, and is the vehicle for identification of priorities from the business group.
• Driving updates related to program strategy.
• Application Support Level II and III
• Point of contact, engagement, drives input and requirements into planning and strategy development.
• Create process across the all new infrastructure.
• Management and engagement in support planning processes.
• Leads work to define new or enhance existing support models, policies. This is inclusive of the customer and partner experience, and support business requirements.
• Support planning interface to the business group and product group. Build/maintain positive relations with this audience and represent support strategy, capabilities, and services.
• In the support planning process, identification and engagement of appropriate subject matter experts to develop, review, and provide feedback on strategy/plans.
• Define/lead issue management and response programs as needed.
• Provide work load and directions to the Exchange Administrators
• Help DuPont to identify the gaps in the Global Support Infrastructure
• Define and create Help Desk Support Scripts
• Participate in different project as project management
• Support Active directory (2008) issues and resolved including Extensions attributes
• Support Global Operations team in Critical Emergency and integrate the different resources and vendors related with the specific issue, provide ownership and leadership is critical situations.
• Implementation of SCCM replacing Altiris
• Participation in Virtual Computing project, testing, applications, etc.
• Manage Escalations to Microsoft support team and work with Microsoft leaders to create a better support infrastructure to have templates and procedures to improve the time of responses and Exchange administrator’s task and roles.
• Supporting the Complexity of Network infrastructure implementing firmware update and monitoring, including Firewalls, Routers, WAN accelerators (Steelheads Riverbeds) and more.
• Manage the second Level escalation support Global support.
• Manager of the Global Exchange Administrator Team L2/L3 Support
• Participate in Data Storage integration
• AIX Unix with Dominos server for support Lotus Notes
• Network infrastructure support and escalations, Load Balancer and Juniper Network Firewalls.
• Leadership on Global Operation reporting to the COO.

Confidential

IT Project Lead.

Responsibilities:

• Support 17000 Devices environment including clinical applications, VIP users, and Medical solutions. Clinical Records and preparatory applications for different specialties. EPIC, Citrix, Cardiology, ER, Oncology and others.
• PLC lifecycle solution applying to hardware and asset management.
• On call support fix and troubleshooting over 17000 users.
• Application support analyst on call.
• Remote support services over the network and phone.
• Remote support using VMware and another remote and virtualization tool for Servers and PCs.
• Experience with Anesthesia Computers (Compu-Record) (Phillips Equipment for OR)
• Citrix environment applications.
• Support Crystal Report 11 Crystal Reports for Visual Studio .NET 2003. Report Types, Chart Types and High Productivity Report Creation
• General Clinical Applications for Different Departments in the all hospital.
• Windows 7 Migration and Office 2010 deploy and support project.
• Application Support analyst
• Active Directory Experience.
• Solution in build applications and new implementations.
• Posting Tech documents in Share point 2007 including group permissions.
• Outlook 2007, 2010, Level II support analyst
• Perform desktop support to over 13,000 employees in person and via telephone.
• Troubleshoot network connectivity, IP addresses, Active Directory and network printing.
• Perform desktop support in Windows XP/7 and MAC environment with various applications.
• Play a key role in ensuring a proficient workforce and significantly reducing system downtime.
• Build and maintain computer systems and perform memory upgrades.
• Support Cisco router, switches, and firewalls, patch panels.
• Escalation support for Exchange, Outlook and Entourage.
• Level II support for VIPs, Developers, QA and hospital environment for executives.
• Trains employees, identifies, analyzes and repairs product failures.
• Network support Cisco Switches and Routers.
• Windows 7 Migration

Confidential

IT Support Analyst I & II / Help Desk Consultant

Responsibilities:

• Provided support to approximate 5000 end-users on US Corporate Headquarters environment.
• Supported users over the phone, supporting PC’s, network issues, local/network printers, IP Phones including; Start Phone, Video Conference, Blackberry.
• Help with the publishing on SharePoint for clinical documentation.
• Supported Applications in different departments, Medical, Finances, Investigation, etc.
• Management of Remedy SLA’s by coordinating with the team in regards to priorities.
• Provided support to Corporate users in USA, Canada and Latin America.
• Timely and diligently responded to end user calls as a first line of technical support. Provided support during system outages, troubleshooting activities for timely and accurate resolution.
• Diagnosed system hardware, software and operator problems.
• Deployment of computers for new users, or migrate current employees using ghost image and SMS/SCCM.
• Implementing and support Crystal Report 9, queries and configuration setup.
• Using SCCM/SMS for troubleshoot clients, overview and monitoring services running, deploy portal for deploy applications.
• Performing assets management using SCCM/SMS. (Inventory management)
• Working with SMS, Citrix for push software packages over the network, local and remote install connecting VPN.
• Packaging applications and validate in a QA process.
• Coordinated with Admin support for Executive support in Conference, Video Conference, VIP Support, and VIP trusted advisor, provided high priority solutions and understanding the importance of the business worldwide.
• Experience in supporting executive level associates in clinical corporation environments, Finances, CRA, Business Developers, HR, Medical Affairs experiences in clinical application environment.

Confidential

IT Support Analyst Level I / Help Desk Consultant

Responsibilities:

• Provided support to approximate 10000 end-users 100% over the phone, USA, Canada, Latin America and EU.
• Installed, modified and made minor repairs to microcomputer systems and provides technical assistance and training to network users and corporate users in USA, Canada, and Europe.
• Packaged applications, deploying imagines and pushing out software through Altiris and Citrix.
• Support SharePoint application for specific users.
• Supporting Crystal Report 9 with Visual Studio 2005.
• Management of Altiris Help Desk System to meet SLA’s in queue.
• Supported all the users in the office and the different departments. Including Hardware, Operating System and applications
• Responsible for the daily support of network and workstation operating systems, workstation connectivity, and end-user applications. Issues that cannot be resolved by the Support Analyst are escalated to a Sr. Support Analyst or IT Management.
• Timely and diligently respond to end user calls as a first line of technical support.
• Supporting Citrix server and user with remote applications, working with the Citrix server team.
• Application support Level II
• Supporting Laptops, Blackberry, EAS solutions with Outlook, Video Conference setup and assist executives in Conference rooms.
• Experience in supporting executive level associates in clinical corporation environments, Finances, CRA, Business Developers, HR, Medical Affairs experiences in clinical application environment.
• Migrated 700 computers with data and applications in Windows XP Professional and provide post support, attending to calls from corporate customers, follow up, troubleshooting, and printer installation. Also, performed user support and customer service in the corporate office.
• Provided extensive customer support via face-to-face interaction and telephone support.
• Assisted customers on-site and remotely with computer setup and software training.
• Managed, supported and maintained network systems.
• Installed and maintained new workstations and provided support for the Active Directory environment and corporate applications.
• Applications Supported: Windows XP Professional, Active Directory, Office Professional 2003, Citrix Applications, SAP Applications, SMS Applications, Microsoft Products, Symantec Antivirus Corp, Symantec Ghost and Citrix.
• Lotus Notes Support.

Confidential

Lead Workstation Technician & Computer Advisor

Responsibilities:

• Customer Service Management
• Tended to calls from corporate customers and home users every day, 100 calls on average.
• Provided solutions for problems on site or over the phone.
• Assigned tasks to the team.
• Conducted customer satisfaction surveys.Bench / Field Tech
• Diagnose and repair workstations, servers, and/or networking problems.
• Responsible for replacing parts, cleaning out viruses, and installing applications.
• Perform workstation setup/upgrade, installations, and Windows updates.
• Quality Assurance and Control.
• Ensured quality in our orders and services by conducting follow-up calls with customers.
• Management of inventory (parts and accessories).

Confidential

Business Analyst Consultant

Responsibilities:

• Worked as an external Data Storage Consultant with Hewlett Packard.
• UPENN very short term project to fix applications.
• PEPBOYS Short term Kronos project.
• Server assessment in Florida for small company.
• Networking project in High Scholl in San Antonio Texas.
• Managed daily users and support sales and service deployments for corporate customers and Storage Consultant.
• Hewlett Packard Partner in Corporate Projects
• Deploy services and close deals face to face with customers
• Built strong relationships with customers
• Supported servers and storage in a mission critical environment
• Technical Sales Specialist for HP Account Managers and conducted technical presentations for customers with solutions that were IT oriented
• Audited processes and procedures
• Coordinated and conducted meetings with supporting areas such as sales and engineering team for system deployment and troubleshooting activities.
• Hitachi Storage and heterogeneous Storage solution helping Hitachi Country Manager in Mexico for many customers to provide sizing and provision capacity planning and also administration.

Confidential

Business Developer Manager

Responsibilities:

• Business Development for Storage Works product lines for Latin America. Gathered all pertinent information to create reports and present to customers.
• Created a pipeline of opportunities
• Microsoft Stack (CRM ERP) Application Deployment
• As a Microsoft Partner, we will deploy solutions to help you run your business. With extensive ERP, accounting, project management experience we can deploy and configure.
• Served as Alpha Server Product Manager (UNIX Servers), and helped with marketing strategy for Unix product line
• Managed all resources for internal and external sales
• Presented sales opportunities, supported sales executives, and assisted with closing opportunities
• Assisted in product line presentations
• Build corporate solution with Citrix met frame, severs sizing, applications and support remote users.
• Sizing big infrastructure for manufacturing solution using Citrix Met Frame Management console.