Amazon Web Services (AWS)

Sr. Customer Solutions Manager

Nationwide Energy Partners

• Responsible for leading the Business Operations team which comprises Strategic Business Technology (IT), Resident Support, and Billing. This role provides support to internal team members as well as Nationwide Energy Partners’ (NEP) customers and residents.
• Led initiative to improve customer service levels.  Efforts resulted in increasing service levels from 44% to 92%. 
• Implemented governance structure providing visibility and accountability around IT projects and development efforts, resulting in the ability to prioritize efforts and consistently meet commitments.
• Mentored team members encouraging ideas and ownership.
• Shifted culture of the department by stressing communication and inclusion across all teams, resulting in faster identification and resolution of issues.

Director Of Business Operations

Tech Data

• Responsible for directing activities of Tech Data's 24x7x365 Technical Assistance Center (TAC).
• Responsible for leading a team of associates as well as external partners providing remote and on-site technical support to a variety of customers, industries and technologies globally.

Sr. Manager Product Support Services

MCKESSON HEALTH SOLUTIONS PR, INC

• Responsible for Technical Operations for RelayHealth (Change Health) Financials’ SaaS environment.
• Key leader responsible for leading teams consisting of Application Operations Engineers, Application Developers, Systems Administrators, Database Administrators and 24x7 Operations/Monitoring team.
• Led efforts to ensure Service Delivery SLAs and expectations were defined and met.  • • 
• Maintained relationships between Technical Operations, Customers, Development and Infrastructure Teams.
• Led IT Strategy for Technical Operations area.  
• Change agent responsible for transitioning of disparate support teams into single cohesive organization.
• Additional responsibilities included Project Management, Process and Procedure Documentation, Disaster Recovery, Enterprise Monitoring, Demand Management, Capacity Planning, Service Desk, Change Management, Customer Relationship Management, Resource Planning, Operating System Support, System and Architecture Design.

Director IT Operations

JPMorgan Chase

• Led efforts in establishing a highly effective Shared Services organization focused on Application Integration and Operation. 
• Ensure Service Delivery SLAs and expectations were defined and met. 
• Maintained relationships between Shared Services, Development and Infrastructure teams.
• Implemented 7x24 Follow the Sun Support Model.
• Incident and Problem Management, Software Deployment Automation, Batch Processing and Development, Business Relationship Management, Project Management, Middleware Support (Websphere, Apache, IIS).
• Responsible for supporting six lines of business.
• Responsibilities included managing 60+ person team located in the United States, India and The Philippines,

VP, Shared Services

The Wendy's Company

• Responsible for ensuring Data Center Environmentals including Power, Generators, UPS and Air Handlers were properly maintained.
• Responsible for Enterprise Wide Disaster Recovery activities, Technologies and Infrastructure.
•Other responsibilities included Enterprise Monitoring, Process Improvement, Infrastructure Consolidation, Vendor Management, Contract Management, Project Management, Service Desk Application Ownership, Change Management and Operational Governance.

Director Information Technology, Enterprise Data Center Operations and Monitoring

• Produced strategies to improve service levels maximize capital and reduce operational costs associated with supporting restaurants and employees.  
• Supervised 54 total staff including management/supervisors, engineers, contractors and IT professionals.
• Scope of responsibilities included Messaging, Identity & Access Management, Workstation Delivery,  Service Desk and Store Technology. 
• Management of Outsourced Service Providers, Project Management, PCI Auditing and Remediation, Intrusion Detection Activities, Infrastructure End-Of-Life Product Management, Process Improvement, Vendor Management, RFP Creations, IT Governance, Disaster Recovery.

Director Information Technology, Customer Support Services

• Responsible for directing all aspects of Wendy’s International’s Open Systems, Messaging, Web Portal and Security environments.  
• Managed teams responsible for supporting operating environments that included Linux, AIX, Solaris and VMWare.  
• Other responsibilities included supporting SAN environment, Backup and Recovery, Lotus Notes, Microsoft Exchange, BEA/Oracle Weblogic, LDAP, Identity and Access Management, Enterprise Anti-Virus solutions, Vendor and Contract Management, Project Management, Service Desk activities, Enterprise Monitoring, Systems Engineering, and Demand Management. 
• Continued responsibility for managing the research and identification of new and emerging technologies and directing the integration of these new technologies into the corporation.

Director Infrastructure Services

• RESULTS DRIVEN Senior IT Leader with expertise envisioning and leading technology-based, multi-million dollar projects and service initiatives grounded solidly in business and economic value.
• IMPRESSIVE management career demonstrated by the ability to construct peak-performing teams in order to achieve cross-functional business objectives.
• VALUED MEMBER of senior leadership noted for contributing a broad-based perspective to create pragmatic IT strategies and implementation plans designed for maximum return at the lowest possible cost.
• IT LEADER with a proven track record of fostering teamwork, and leading efforts to effectively align Information Technology with Corporate Strategic Goals

SPECIALTIES:
Organizational Change • IT Strategy Planning and Execution • Capital Budgeting • Team Building • Time & Resource Optimization •  IT Roadmaps • Engineering • IT Service Desk • Service Level Agreements • Server Infrastructure • Technical Infrastructure • IT Shared Services • IT Architecture • IT Governance • Organizational Design and Restructuring • Vendor Management • Contract Negotiations • Incident Management • Release Management • Change Management • Processes Management and Improvement • Data Center Management • Data Center Collocation • Enterprise-Wide Integration • Security and Compliance • IT Risk and Auditing • SOX • PCI •  Linux • AIX • Windows •VMWare • Comprehensive experience with Database Technologies including Oracle, DB2 and SQL/Server • Desktop Technologies • Systems Analysis • Project Management • Helpdesk • Systems Administration • Security •Application Development • Disaster Recovery • Code Deployment Processes and Technologies • Enterprise Monitoring • Technical Operations • SAN Technologies • Centralized Demand and Capacity Management

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