Director of Information Technology - Infrastructure & Support ServicesMajor Responsibilities:Leading and administering multiple transformation projects aimed atoptimizing technology services portfolio; assisting remote employees toensure chatbot functionality within ITSM and real-time support; directinga diverse team of 27 full-time employees, 14 dotted line employees and 15 contractors across multiplegeographical locations with a keen focus on supporting an extensive portfolio oftechnical solutions and delivering service to over 30 Fortune 500 clients.Key Accomplishments:• Improved IT resources to provide 24/7x365 incident management and usersupport by utilizing a combination of on-shore and off-shore resources.• Minimized unbillable downtime (from 8% to 2% per billing cycle),increased internal customer experience, and secured revenue opportunities byimplementing best practices.• Achieved the greatest value for the company by nurturing multiple vendorpartnerships and implementing competitive bidding processes in coordinationwith the global procurement team.• Minimized infrastructure operational costs by up to 40% through the adoption ofcloud services and vendor contract renegotiations.• Enhanced internal customer satisfaction into 90th percentile by designinga unique service approach.• Improved service level targets by 10-15% through CX portfoliotransformation for a completely remote workforce.• Design, solution, budget and direct teams on key infrastructure upgrades and refresh strategies enabling a dynamic, flexible 100% work from anywhere IT and business model.

In my position as Senior IT ManagerMajor Responsibilities:Devising robust plans for the administration of worldwide systeminfrastructure, including principal architects, database administrators,operators, and data center engineers; directing several projects, such asHGS’s transition to Work-at-home, Data Center consolidation,change management and problem management policies and procedures, ActiveDirectory transfer, and various acquisitions.Key Accomplishments, I attained during this role:• Secured $1.5M savings annually in facility costs by integrating HGS’sdata center footprint from six physical locations into two Tier 4 locations.• Reduced 33% server overhead by leveraging tools, such as VMWare,Nutanix, and successfully merged three acquired companies intosingle Active Directory Forest and Hyperconverged server farms.• Steered efforts toward management of annual IT budget of $4.2M by settingexpenditure limits and providing oversight.• Accomplished accurate capacity planning by conducting research to identifynew technologies and meet future needs.

In my position as Technology ManagerMajor Responsibilities:• Lead the investigation of critical production incidents and ensure timely resolution to minimize impact to the stakeholder experience. Maintained an SLA in the 90th percentile and Internal Customer Satisfaction Score rated as excellent.• Provided support for any requests from the business, engineering and sales management teams on the investigation and analysis of production incidences. Facilitate root cause analysis to prevent recurrence of issues.• Created yearly budgets (OPEX and CAPEX) for all equipment which has reached end of life or through failure and/or loss needs replacement. Also, maintained 3 and 5 year forecasts for equipment replacement.• Supported the development and implementation of company-wide Service Desk strategy, process, and procedures.• Responsible for creating and managing Service Level Agreements (SLAs) between each region, IT and Operations.• Developed and reported on departmental/team KPIs to effectively measure weekly/monthly and quarterly status. Establish and maintain regular operational performance reporting for technology support incidents/tickets.• Ensured end users were equipped with the proper services, licensing and equipment, including selection of Endpoint devices. Responsible for recommending and assessing new technology support purchases including, but not limited to, desktops, laptops, monitors, TVs, conference room systems, printers, etc.• Responsible for ensuring end user devices (workstations, laptops, phones, mobiles, etc.) were current, and secure. Maintained end user hardware stock levels.• Sustained knowledge continuity through appropriate levels of documentation and cross training. Lead the development of concise, effective, training documentation, and organization wide Service Desk announcements.

Major Responsibilities:Lead a team of 4 Systems Administrators in designing Infrastructure projects, active directory forests, Hyper converged server farms running Hypervisors and solutioning a 100% remote work from home agent design.• Tactical leader for Systems Administrators, share responsibility for the overall specifications, deployment, administration, security, compliance and auditing of systems and infrastructure hardware, software and configuration. • Contribute design recommendations for hardware, software, configuration modifications and automation to improve efficiency, cost and business continuity.• Provide daily tactical guidance and mentoring to Systems Administrators, coordinate efforts to design, deploy and administer technologies. Collaborate priorities and upcoming events with peers and IT leadership. Asses future state processes and technology recommendations to roadmap annual budget.

Major Responsibilities:Manage, maintain, patch and solution infrastructure server farms, call recording solutions, database and backups, client and external audits. • Responsible for the upkeep, configuration, and reliable operation of computer systems; multi-user computers, VMWare virtual servers, Microsoft Windows 2003 & 2008 servers, Active Directory, Ubuntu, FreeBSD and Apple Mac OSX Servers running Open Directory, file and print services.• Manage and maintain Microsoft Active Directory users and computers, group policy's and organizational units. File Share Servers, network printers, Chubb security servers and various video recording DVR's.• Manage and maintain Apple Open Directory servers, users, remote desktop software and update management• Acquire, install, or upgrade computer components and software; automate routine tasks; troubleshoot; train and/or supervise staff; and provide technical support.

Major Responsibilities:Responsible for managing a team of 18 agents, duties included ensuring individuals are performing against targets, reviewing performance and coaching/training. Enforce the operation's goals, policies and procedures, implement standards in the company's training and development, support agents with non technical and technical questions, handle escalations, monitor the cue, and work in conjunction with administration and clients.

Major Responsibilities:Trained web hosting applications, databases and servers to classes of 25 for a large US Internet Service Provider. Assessed training needs, developed training methods, wrote procedure manuals and presented information using a variety of techniques, including discussions, role playing, team exercises and visual materials. providing, monitoring, evaluating and recording effective training activities.