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Skills

  • Team building
  • Infrastructure development
  • Global service delivery management
  • Communications
  • Requirements analysis
  • Microsoft Project
  • Security planning
  • Customer service
  • Contract adherence monitoring
  • Data analytics for service delivery

Work Experiences

  • Assisted in the implementation of warehouse management system software applications that allowed for task management to be centralized.
  • Achieved a 27% reduction in ticket response times.
  • Collaborated with both internal and external stakeholders to successfully manage multinational service agreements, maintaining over 77% adherence to SLAs.
  • Found computer hardware and network system problems and used troubleshooting techniques to fix them.
  • Closed 10 complex projects within 18 months.
  • Accelerated time-to-market for client deliverables.
  • Automated processes in Change Control.
  • Delivered the project under budget.
  • Boosted geographic service coverage.
  • Achieved an average Net Promoter Score (NPS) of 33%.

Summaries

  • IT Manager with extensive experience in infrastructure technology, security planning, and day-to-day operations management.
  • Passionate about developing and implementing effective technology strategies.
  • Adopted Lean Six Sigma methodologies.
  • The ability to translate technical requirements into business solutions has been demonstrated.
  • By developing, delivering, and supporting strategic plans, I'm used to driving efficiency and effectiveness.
  • Achieved 33% reductions in service interruptions.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished in forecasting and workforce planning.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Proven leader in directing complex system operations, maintenance, and support.

Accomplishments

  • Reduced compliance breaches by 16% through implementation of standardized workflow procedures across 14 global locations.
  • Orchestrated the successful migration of SAP systems with 65% minimal downtime, supporting a growth in service volume by 10%.
  • Designed a performance tracking system that enabled real-time SLA monitoring for clients, improving transparency and driving a 70% increase in client renewals.
  • Reduced average handling time by automating 5 customer-facing workflows, saving 12 person-hours annually.
  • Developed and enforced a comprehensive risk mitigation plan that decreased service interruptions by 68%, saving the organization $183,000 annually.
  • Led a remote workforce transition that sustained 84% customer retention and reduced operational costs by $154,000 annually.
  • Negotiated a 6-year service delivery contract with Harbor & Co., contributing to revenue growth of $151,000.
  • Drove operational performance improvements through workforce planning initiatives, resulting in a 26% uplift in profitability.
  • Optimized communication workflows among teams, improving project delivery timelines by 20%.
  • Collaborated with team of 11 in the development of program.

Affiliations

  • Association of Change Management Professionals (ACMP) - Member and presenter on change implementation strategies
  • Association for Computing Machinery
  • Service Delivery Innovation Network - Keynote speaker on topics of process optimization
  • Microsoft Certified: Project Management Professional - Specialist in using Microsoft Project for large-scale deployments
  • Digital Transformation Leaders Association - Speaker on leveraging data analytics for improving service performance
  • Association for Supply Chain Management (APICS)
  • Cloud Security Alliance (CSA) - Engaged in initiatives focused on integrating secure cloud strategies for service delivery
  • Society of Human Resource Management
  • Business Relationship Management Institute (BRMI) - Member focusing on CRM implementation best practices
  • Society for Information Management (SIM) - Member and contributor to publications regarding IT service delivery strategies

Certifications

  • Certified Information Systems Security Professional (CISSP) - (ISC)²
  • Certified Service Integration and Management (SIAM) Professional 2016
  • Certified Agile Service Manager (CASM) - Vantage
  • Certified Technology Manager (CTM) - Association for Technology Management
  • Project Management Professional (PMP)
  • Six Sigma Black Belt Certification (SSBB) 2017
  • Certified in Governance of Enterprise IT (CGEIT) - ISACA
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • Certified Digital Transformation Officer (CDTO) 2017 - Global Academy of Finance and Management

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