EXECUTIVE PROFILE

• Multi-talented IT professional with a proven track record of directing IT operations and managing large and diverse teams. Experienced in negotiating multi-million dollar contracts in sourcing, outsourcing and software agreements with multi-national vendors such as Microsoft, IBM and HP. Develop strategic plans for worldwide implementation and operation of client services product support, service center and sales force automation. Expert at trouble-shooting, problem solving and negotiating. Experienced in application development, enterprise architecture, IT governance, capacity planning, and resource management. Enhance company image through public presentations.
• Budgeting Team Building Vendor Management Problem Solving Operational Planning Career Counseling
• Strategic Planning Financial Reporting Decision Making
• Crisis Management Procurement Reporting Quality Improvement
• Capacity planning Performance Improvement Relationship Building

CAREER ACCOMPLISHMENTS

Reduced costs 1,000,000 per year by negotiating managed service and software contracts with SunGard HE and Datatel. Reduced inefficiencies and time to market 45 by creating workflow processes with content management tools. Executed server consolidation projects that reduced server deployment by 20 . Use of virtualization software increased efficiencies in the testing and development environments and decreased server deployment by 50 . Global IT Standards, Policies and Operating Procedures. Global Project Manager of IT operations Enterprise Architecture, Data Architecture and Integration, SAP, Global Applications, Process Improvement . Planned and migrated Help Desk operations to a Consolidated Service Desk model using the ITIL framework. Global Project Manager for ITIL Incident, Problem, Change, Configuration, Availability and Capacity Management. Fostered 50 increase in throughput and functionality by designing a new NOC infrastructure, including switches, routers, servers, storage, backup devices as well as VoIP. Reduced redundancies 40 and costs 60 by integrating Macs, PCs, and Unix systems into a coherent network infrastructure. Managed the development of English Success, Online ESL courses. Created the architecture, and built the production, staging, development and testing infrastructures. Prevented loss of insurance coverage by creating and testing Business Continuity and Disaster Recovery Plans in the wake of the 9/11 disaster. Experience with GMP, FDA and HIPAA regulated environments. Designed and implemented award winning Data Centers utilizing Green Technologies. Managed and led multi-ethnic, geographically dispersed, IT teams. Implemented Enterprise Architecture integration of business processes and IT Infrastructure to improve company's operating model in more than one companies Designed and implemented a company wide enterprise architecture to decrease costs and improve IT efficiency

PROFESSIONAL EXPERIENCE

PROFESSIONAL EXPERIENCE

Confidential

Vice President of IT and Chief Information Officer

• Overall responsibility and accountability for the IT Strategy and IT Operations of NYCPM FCNY. Member of Executive Committee. Leveraged IT as a strategic investment to provide educational value and increase customer service. Delivered results in all areas, specifically:
• Determines strategic product and service vendor relationships and manages ongoing partnerships
• Established hardware and application architectures to enhance and support the educational vision of the College
• Restructured the IT Service Desk to improve customer service by de-centralizing IT operations
• Upgraded the Wireless Infrastructure of the College
• Interactive Medical Education iME Project Created a complex and efficient ecosystem to manage the college provided iPads, medical apps, and educational content and exam software.
• Managed development and implementation of the ERP system Jenzabar EX
• Established and institutionalized ITIL and process optimization practices
• Defined architecture roadmap and standards for Data Center, Telephony, and Applications
• Created Project Management Office and functions
• Created an IT Personnel Management Process based on well defined criteria, job descriptions and performance metrics

Confidential

Chief Information Officer

• Accountable for directing all Information Technology functions of the College Data centers, technical service centers, Service Desks, Communication Networks Voice and Data , Academic Computing, Systems Operations. Responsible for data integrity and security of all the electronic files and records of the College. Define, update and implement IT Strategy.
• Strategic Technology Plan that aligns and integrates with the College's Strategic Plan
• Insourced all IT functions from SunGard HE one million dollar savings and measurable efficiency improvement
• Established ITIL 3.0 processes Service Desk, Incident, Problem, Change Management, Service Catalogue and Continuous Process Improvement. Implemented Service-Now SNOW application to map the ITIL processes.
• Created Project Management Office and implemented IT Governance Process
• Performance Excellence and Quality Assessment Works on Measurement, Analysis and Knowledge Management
• Negotiated and Implemented a Managed Services Contract with Datatel
• Created a Student Service Desk that provides support to 17,000 students
• Architected and implemented a Portal Solution that integrates the Learning Management System with the Student Information System
• Migrated to MS Windows 7 and MS Office 2010 utilizing Microsoft System Center
• Enterprise Architecture for Data and Systems Cisco Unified Computing System, Data Warehouse, Reporting and Analytics, Contact Center, Ellucian ERP Colleague HR, Financial Aid, Student module . Project a combination of BMP re-engineering and Enterprise Architecture of Applications, Systems and Data.
• Training Programs trained Student Technology Consultants to provide teaching assistance to faculty, work in IT projects support specialized Labs Industrial Design, Audio and MIDI, Gaming and Animation . Trained Faculty and Staff for optimal use of the College's Systems.

Confidential

PROFESSIONAL EXPERIENCE Continued

Created and implemented a Business Re-Engineering Process in order to analyze, optimize and design workflows between departments registration to graduation process.

Confidential

Senior Vice President and Chief Information Officer

• Provide executive leadership as head of IT. Responsible for all IT functions: Data Center, Telecommunications, Web Development, and Network. Business process redesign, implementation and optimization, Application Development, Project Management, Business IT alignment.
• Data Center technologies and Architecture Server Consolidation, Migration, Data Storage and Data Integrity.
• Responsible for IT Architecture Security, Network Optimization, Storage, Application Architecture, Business processes, Compliance SAS 70
• Increase productivity through customized application development and rapid deployments
• Project Portfolio Management and Business IT project alignment.
• Business Continuity and Disaster Recovery.
• Contributed to the definition of key strategic business objectives leveraging company's IT capability
• Introduced the Agile software development methodology for rapid delivery of high quality software.
• Developed Freight and Audit Payment System FPS .

Confidential

Senior Director, IT Operations Enterprise Data Architect

• Responsible for Global IT Infrastructure Data Center, Telecommunications IVR, VoIP, Call Center , Service Desk, Network. Business process redesign, implementation and optimization ITIL, MOF, ITSM, MSF, IT Governance. Implemented Spend Management process.
• Data Center technologies and Architecture Server Consolidation, Migration, Data Storage and Data Integrity.
• Responsible for Architecture Security, Network Optimization, Storage,
• Vendor Management EA agreement, Hardware/Software
• Designed an operational DB cluster for real time data access
• Business Continuity and Disaster Recovery
• Process Re-engineering ITIL Service Desk, Incident, Problem, Change, Release and Configuration Management , Spend Management, Microsoft Operations Framework, IT Governance.
• Enterprise Application Integration to meet the Global demands of four airports London, New York, Paris and Dubai
• Project Portfolio Management and Business IT project alignment.
• Creative Resource management to maximize full time employees and consultants availability.

Confidential

Director of Technical Services

• Supervises and directs the activities of the Service Desk IT Desk, Application Support, EDI Desk, e-Business Desk, IBM Help Desk, and Knowledge Support Desk and the Systems Engineering Team. Responsible for process redesign, implementation and optimization of the Enterprise Service Desk.
• Project Management and responsibility for process redesign according to ITIL Framework Incident, Problem, Change, and Configuration Management, Service Catalog and Service Level Management
• Implemented a Continuous Service Improvement ITIL v.3 focused on process elements, service improvements and service retirement
• Created a Knowledge-Centered Support KCS process, tool, and team to improve service levels to customers, gain operational efficiencies, and optimize service restoration

Confidential

PROFESSIONAL EXPERIENCE Continued

• Created Enterprise Data Integration architecture by consolidating access to legacy, operational and transactional databases utilizing Business Intelligence Tools.
• Designed an organizational structure around ITIL best practices: Service Desk, Incident management, Problem Management, Knowledge Management teams.
• Minimized dependency on external consultants for system development by creating technical virtual teams targeted training programs and providing collaborative tools and processes.
• Created a Rapid Deployment and Endpoint Management Methodology of end user systems utilizing Altiris suite
• Responsible for all end user systems, application packaging and deployment, data management, asset management.
• Created a Capacity Management process for applications and hardware.
• Member of Corporate Information Systems Development Committee
• Member of the Corporate Enterprise Architecture Team created the framework and training for SOA Architecture
• Responsible for career planning, training strategy, and talent, SME, retention of the technical staff of 70 and 6 managers.

Confidential

Senior Manager, IT Services

• Supervises and directs the activities of the Service Center an IT team comprised of a Consolidated Service Desk, three Client Services groups, a Sales Force Automation support group, a Client Systems Engineering Team, and an outsourced Help Desk. These groups provide IT services to four national sites.
• Responsible for all aspects of PC related support functions focusing on incident management, problem management and change management
• Set global IT standards in all areas of responsibility in cooperation with all international units
• Responsible for all end user systems related architecture and automated solutions.
• Responsible for IT Strategy for the Service Center and ensured that local IT projects are aligned with global IT strategy.
• Manages by best practices ITIL, CoBIT . Designed the Service Center according to ITIL Service Support guidelines Service Desk, Incident, Problem, Change, Configuration management that fosters high performance and efficient organization.
• Responsible for the alignment of IT Governance processes CoBIT and IT Service Support and Delivery ITIL
• Managed PC lifecycles and maintained desktop security and compliance for distributed systems
• Managed Service Level Agreements regarding vendors and outsourced contracts
• Acts as the primary liaison to Quality Assurance for all validation issues.
• Responsible for an SFA of 1600 sales reps and district managers.
• Managed a multinational IT team of 60 technical personnel with 6 direct reports.
• Designed and implemented an application packaging methodology Wise Package Studio for rapid deployment and management of 800 applications.
• Project manager for global projects and application migrations Microsoft Office 2003, XP SP2, Remedy, Wireless, Blackberry, ITIL Service Support and Delivery
• Led and successfully implemented Remedy ITSM and the ITIL process redesign project.

Confidential

Director of Technical Services

• Supervised and directed the activities of the Network, Desktop, Helpdesk and Telecommunications groups. Responsible for the corporate data center, telephony systems, Call center, and the technical infrastructure of all Healthfirst locations.
• Responsible for Strategic Planning and Direction.
• Developed and enforced operational policies and procedures
• Responsible for capacity planning, planned redundancies, system resources and change management for the Data Center
• Administrated and implemented security policies that complied with HIPAA regulations. TruSecure certified.
• Managed the organization's LAN and WAN and responsible for the Network topology.

Confidential

PROFESSIONAL EXPERIENCE Continued

• Managed the planning, design, installation and maintenance of telecom networks and oversaw all telephony systems, PBX, ACD, IVR, CIT, data, and video.
• Responsible for procurement, just in time inventory, installation, maintenance and support of all PCs, Laptops, Printers, Copiers, and Fax equipment for the organization.
• Provided application support for all databases, web services, legacy and financial systems.
• Optimized the Active Directory design to enable efficient and proactive management of end user systems.
• Responsible for Business Continuity, designing and executing DR plans twice a year and incorporate them with BCP. Contacted Business Impact Analysis to systematically assess the potential impact resulting from various events or incidents.
• Analyzed technologies and products, recommends use of new systems and services
• Architected and designed solutions to improve efficiency and reduce effort.
• Ensured quality of service to the organization by establishing quantitative metrics and publishing Service Level Agreements.
• Redesigned the Helpdesk to achieve First Call Resolution 70 by implementing ACD, knowledge base, and support templates. Implemented Incident, Problem and Change Management.

Confidential

Director of Information Systems and Web Development

• Responsible for all IT projects and initiatives of the ELT division. Overhauled and re-designed the IT department to better serve the exploding technical needs of the division and created a cohesive link with all the different IT departments of Pearson at large. Provided solutions and project management to different Web initiatives.
• Managed the software development team for Web-based courses and the IT support team consisting of 30 technical staff and 5 direct reports.
• Negotiated contracts and software agreements with Cable Wireless, IBM, BEA, Oracle and Microsoft.
• Created a Business Continuity Plan and a Disaster Recovery Plan for the Division.
• Served on the Global Active Directory Implementation, Software and Hardware Standards, and Network Leadership and Security Committees to provide network services to the global network.
• Planned and implemented the creation of the IT Help Desk in compliance with ITIL best practices.
• Managed the departmental budget, including salaries and hardware/software procurement.
• Streamlined procurement and installation procedures for all systems, including Windows/Intel, Mac, and Sun.
• Created and implemented strategic plans for technology adoption.
• Responsible for testing and supporting all national and international Electronic Products published by ELT.
• Created a separate EP Help Desk and testing environment of all known software platforms and network architectures.
• Designed a knowledge base of known problems to improve software development.
• Managed projects to develop the technical infrastructure for the division's Web strategies.
• Supervised a project portfolio of six concurrent projects.
• Managed the Systems Infrastructure hosted at Cable Wireless for the On-Line courses, including Production, QA, and Staging environments.
• Redesigned the network to accommodate production environments for WEB development.
• Created a testing environment for Web developmental tools, including Dreamweaver and ColdFusion.
• Designed the division's Intranet sites.
• Researched and analyzed new and innovative technologies to improve the overall operation of the organization.

Confidential

Director of Electronic Teaching and ESL Tutoring Services/ESL Lab

• Directed tutoring services for a population of 3,000 ESL students.
• Designed the layout for the Macintosh computer Lab.
• Designed and installed Ethernet and Local Talk networks.
• Taught computer literacy and word processing classes.
• Managed the Lab's budget, salaries, and hardware and software procurement.
• Researched and evaluated New Technologies for ESL computer Learning.
• Managed 12 ESL Tutors, 30 computer Lab aides, and two Assistant Lab Coordinators.

Confidential

PROFESSIONAL EXPERIENCE Continued

Confidential

• Lecturer, Philosophy and Religious Studies Department
• Teaches all courses offered by the department.
• Create and teach Interdisciplinary courses: History and Philosophy of Science.
• Member of the Society of Fellows.