Summary
Overview
Work History
Education
Skills
Certification
Environments
Languages
Timeline
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Elwin Hornedo

Moorpark,CA

Summary

Decisive, forward-thinking and innovative – an achiever of exceptional rather than expected results. Hands-on and service-oriented IT Director with a vision, passion and technical expertise for enhancing the users experience by delivering service excellence innovation. Accountable and data-driven analytical thinker with the ability to lead and collaborate on mission-critical business solutions across multiple locations, providing strategic direction and leadership in a fast-paced, demanding environment. A highly organized and detail-oriented leader with excellent communication, problem-solving and time management skills with the ability to inspire and motivate diverse teams. Proficient in developing Standard Operating Procedures and building strong collaborative relationships with internal and external stakeholders adding business value and creativity at all levels, achieving buy-in for key initiatives. Proven track record for developing high-performance teams, proactively making effective decisions, and quickly revising tactics to achieve goals within aggressive time frames. Bilingual in English and Spanish.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Director of Information Technology

M & M Thrift Management
10.2021 - 11.2023
  • Developed and executed multiple software and hardware projects to enhance operational efficiency and support company goals
  • Implemented the company’s first IT ticketing system (SysAid) supporting 24 stores and 2700 users nationwide
  • Successfully created and implemented the first service desk for the company, significantly enhancing IT support capabilities and customer satisfaction
  • Successfully deployed 300 mobile devices for the truck fleet within budget and timeline, resulting in improved operational efficiency and cost savings
  • Played a crucial role as part of a team in the successful implementation of Microsoft 365, created bilingual documentation and training to educate employees on the features and capabilities of Microsoft 365, promoting its adoption and optimal utilization.

IT Service Desk Manager

Pan-American Life Insurance Group
07.2020 - 10.2021
  • Provided expert leadership and operational management to the Service Desk
  • Responsible for leading a team of service desk associates, providing the firm's end users with technical assistance with hardware as well as enterprise software solutions
  • Implemented performance and process improvement and numerous statistical performance and monitoring reports
  • Created and implemented incident management and root cause analysis process
  • Successfully rolled out ServiceNow companywide and created training documents both in Spanish and English
  • Implemented Customer Satisfaction Surveys for users and created CSAT reporting.

Global IT Service Desk Manager

Sigue Corporation
07.2019 - 04.2020
  • Led and managed an International Technology Service Desk organization
  • Oversaw Level 1 & Level 2 organizational support for hardware and software issues, requests, and incidents
  • Managed two 24/7 teams of a total of 23 people supporting 2 International call centers, corporate locations and 9,000 nationwide agents handling approximately 95,000 calls/tickets per year
  • Implemented ServiceNow and provided training company-wide for all users to enter and track incidents and requests
  • Designed, built and institutionalized a comprehensive incident response and escalation matrix which covered all issues encountered and Implemented processes and ensured the help desk met ITIL standards
  • Initiated an 80/30 Service Level Agreements, implemented an escalation protocol, created various dashboards and adjusted Service Technicians schedules to maximize support during peak hours
  • The changes improved the SLA of 39% and Average Speed of Answer of 2:10 to an SLA of 83% and Average Speed of Answer of 27 seconds
  • Improved Abandon Rate from a peak of 33% to 4%
  • Implemented Quality of Service monitoring
  • Created a contingency plan for remote Service Desk Support to manage increased call volumes during outages.

IT Transition/Implementation Project Manager

HCL America
03.2019 - 07.2019
  • Delivered transition projects in line with global transition methodology (project scope, quality assurance, issue resolution, reporting) for large outsourced managed service projects, defined and developed Project Management methodologies
  • In charge of overall project delivery and relationships with external and internal stakeholders including C-level executives
  • Responsible for engaging in every phase of projects and worked closely with internal as well as external customer teams on program delivery for Fortune 500 companies.

Senior IT Technical Service Manager

AT&T Digital Life
06.2013 - 08.2018
  • Oversaw hardware and software desktop support services, IT infrastructure, Audio/Video Media Servers and conducted investigations to outage related issues
  • Managed software upgrades and pushes for 24/7 call centers
  • Planned, designed, and executed the Root Cause Analysis (RCA) process and performance metrics solutions; improved RCA cycle time by 47% by providing feedback and managing the process
  • Implemented the development of data-based ad-hoc KPI performance reports and metrics
  • Managed technology at 2 national contact centers with over 200 stations, maintaining 99.99% PC availability
  • Collaborated in the creation of a Station Manager monitoring tool, enabling remote station management.

Senior Project Manager

Mattress Firm
05.2012 - 01.2013
  • Led large-scale complex projects and teams utilizing agile methodology
  • Managed conversion of software and mid-range hardware for mergers and acquisitions for the Strategic Planning Department
  • Conducted due diligence for IT-related functions related to acquisitions
  • Negotiated scope of project logistics and expansions to projects as well as risk analysis with executive sponsors
  • Developed and owned project plans that included schedules, milestones, strategies, budget preparation, financial targets, resources, communications, and risks
  • Effectively provided strategy and leadership for comprehensive cross-functional project teams consisting of project administration, cross-functional leads, technical support, and third-party clients
  • Transitioned project teams from the use of Microsoft Excel spreadsheets to managing projects in Microsoft Project, reducing project definition times 30% and facilitating tracking of project milestones
  • Identified and implemented process improvements including automated scripts and macros used in the data transfer of ERP information, resulting in savings of $100K.

Director of Information Technology & Customer Service

Mattress Giant
03.2000 - 05.2012
  • Managed 10-person Helpdesk team supporting 500 retail locations, corporate headquarters, 10 distribution centers and supply chain logistics
  • Oversaw ERP/Oracle database and software support, application development, and infrastructure
  • Implemented company-wide ERP, WMS and POS retail software and hardware systems on-site at all locations, coordinating training, installations, and project support to deliver project early and $250K under budget
  • Led end-to-end development and launch of the company’s first online Ecommerce initiative, coding efforts of a DevOps team to create a site that outperformed brick and mortar locations
  • Provided more control over all credit card transactions and settlements to the banks by centralizing credit card transaction processing enterprise-wide
  • This resulted in faster cash and tighter controls of credit card transactions as well as making the company Payment Card Industry (PCI) compliant
  • Developed and implemented SLA’s and built a service organization, attaining 97% customer satisfaction rating
  • Successfully implemented a Barcode Inventory Control System in 10 distribution centers nationwide
  • Reduced inventory shrinkage from 3% to 1/10 of a percent on $18 MM of inventory which saved the company millions of dollars
  • In addition, sales associates could sell with confidence knowing what they were selling was in stock.

Education

Bachelor of Science - Business Information Systems

San Diego State University

Skills

  • Global IT Operational Support
  • Business Process Mapping & Continuous Improvement
  • Call Center Operations
  • Implementation Plans & Project Planning
  • IT Strategy & Vision
  • Product Management
  • Project Management Agile and Waterfall
  • Software Development Lifecycle - SDLC
  • Disaster Recovery & BCP
  • Key Performance Indicators & Data Analytics
  • Service Level Agreements
  • IT Service Management (ITSM)
  • Vendor Management
  • Capital Budget Management
  • Compliance Management
  • Identity Management
  • Asset Management
  • Risk Management
  • Workforce Management
  • ITIL Methodology
  • Servant Leadership

Certification

  • ITIL V3 Foundation Certification
  • Certified Scrum Master

Environments

  • SaaS / Cloud Applications
  • Microsoft 365
  • SharePoint
  • Google Workspace
  • MacOS
  • ServiceNow
  • SysAid
  • Avaya
  • Slack
  • MySQL
  • Box
  • NICE IEX
  • Jira
  • WordPress
  • Tableau
  • Asana
  • Solink
  • Cisco Umbrella
  • Sophos
  • Veracrypt
  • Google MDM

Languages

Spanish
Native or Bilingual

Timeline

Director of Information Technology

M & M Thrift Management
10.2021 - 11.2023

IT Service Desk Manager

Pan-American Life Insurance Group
07.2020 - 10.2021

Global IT Service Desk Manager

Sigue Corporation
07.2019 - 04.2020

IT Transition/Implementation Project Manager

HCL America
03.2019 - 07.2019

Senior IT Technical Service Manager

AT&T Digital Life
06.2013 - 08.2018

Senior Project Manager

Mattress Firm
05.2012 - 01.2013

Director of Information Technology & Customer Service

Mattress Giant
03.2000 - 05.2012

Bachelor of Science - Business Information Systems

San Diego State University

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Elwin Hornedo