SUMMARY:

• I am a dedicated Information and Communications Technology professional, with experience leading teams across 3 continents and infrastructure spends of $5 million annually. I have strong business acumen, with particular expertise in strategy and design engineering, promoting collaboration, and developing roadmaps and project plans that identify functional and technical needs, and ensures solutions are provided. I also am skilled at integrating IT disciplines, including Telecommunications, LAN/WAN Networking, Infrastructure, Deskside/Desktop, and Risk Management.

TECHNICAL SKILLS:

Telecom: VoIP, CTI, IVR, Multi - Media Blending (voice, chat, email, web), Cisco Call Manager and Unity, Aspect Unified IP, ACD, & Work Force Management, In-house rebilling, T1/E1, SIP VoIP

Infrastructure: Tier III Collocation, VMWare VDI, Microsoft Suite (Skype, Exchange, Office365, Windows OS, etc.), server build and management (Microsoft & Linux), ArcServe back-ups, SCOM monitoring, Compellent and EVA SAN s, FlexPod/NetApp converged infrastructure, Active directory, AD Audit Plus, Websense, Sophos, Forcepoint/Websense, Microsoft TMG, Solutionary

Deskside: Microsoft OS & Office, SCCM, desktop/laptop hardware (Lenovo, Dell, HP, Apple), software and imaging and support

LAN/WAN: MPLS, internet, point-to-point, Cisco switches/routers/Wi-Fi, Checkpoint Firewalls, IDS, SolarWinds monitoring, RSA & ASA remote access VPN

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager and Technical Team Lead

• Responsible for 12 facilities in North America, China, India, and the Philippines, supporting 3,500 staff.
• Focused on continuous improvement, assessing technological advances to meet growth objectives.
• Balanced approach to committing corporate resources to fulfill customer needs, with a view to retention.
• Implementation of cost savings initiatives that returned 20% savings, while increasing availability.
• Prioritize and keep Team focused on critical initiatives. Management of 24X7 IT staff of 21.
• Strategic planning, capacity management, new technology Proof of Concept reviews.
• Budget development and management, cost modeling, and business justification development.
• Integration of corporate infrastructure, desktops, network, telephony, user applications, and databases.
• Ensure Team’s work is completed within SLA’s and that ITIL principles and processes are followed.
• Management of the creation and maintenance of Knowledge Base / SharePoint / eDocuments.
• Business-oriented IT manager, with a focus on optimal service management performance.
• Respond to new business RFP’s as well as write and analyze purchased services RFP’s.
• Business Relationship Manager, interfacing with internal and external customers at the highest levels.
• Skilled at demonstrating the value of initiatives to stakeholders up to the C-level.
• Technical and security engineering of connectivity between Stefanini and Customer resources.

Confidential

Director of Client Services and Operations Manager

• Management of 30 staff as well as company operations, with revenue exceeding $10 million.
• Development of products, services, processes, IT systems, deliverables, controls, and metrics
• Setting and managing company and departmental budgets, as well as driving continuous improvement
• Project and Account Manager for global automotive, financial, and chemical industry clients up to $50M.
• Development and management of customer relationships and expectations at executive levels.
• Primary point-of-contact for establishing SLAs as well as addressing and resolving escalations.
• Coordination of internal and vendor resources through closed loop resolution.
• Business Intelligence reports that clearly and concisely convey the answers to customer’s requests.
• Management of conversion for over 10,000 land lines to wireless for global automotive client.
• Integral in the development of company’s Strategic Business Plan.
• Growth and promotion of company’s products and services to existing and prospective customers.
• Interaction with purchasing and legal staff to draft, negotiate and close commercial contracts.
• Development & management of new & existing web-based applications to meet customer specifications.
• Balance customer’s desires for customization with the business’ need for standardization and scalability.

Confidential

Strategic Planner

• Global Wireless, PBX, and Call Center Planner. Ensuring future products/services meet Ford needs.
• Line of Business Manager: payments, internal reallocations, realized cost savings, & financial modeling.
• Pilot program for Cisco and Avaya IP desk and soft phones as well as voice recognition technical trial
• Developing the wired & wireless voice plan for the Heritage Dearborn Truck/Rouge Complex.
• Completing a financial comparison between VoIP & legacy PBXs for the Parts Distribution Centers.
• Assisting with the Visteon separation from Ford (Centrex and FordNet)

Confidential

Voice Operations Manager

• Establishment of the role and responsibilities of the Voice Network Manager position.
• Reviewing complex operational processes, recommending improvements, identifying cost savings.
• Managing the implementation of business recommendations, including installation of over 50 PBX’s.
• Corporate wide instructor for Deming/TQM methods and theory, including facilitation of 12 TQM teams.