Senior strategic IT leader for over 25 years motivated by integrity and respect. Maintains a passion for strategic planning/execution, process improvement, accurate forecasting/budgeting, and focus on value-added business solutions. Driven to ensure security and compliance, in line with various industry benchmarks.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of IT and Security
Bottom Line
01.2023 - Current
Led IT team to provide comprehensive services for Bottom Line, streamlining operations across various locations to boost productivity.
Ensured alignment of operations with data security standards and IT best practices in industry.
Formulated and enforced policies to meet regulatory compliance.
Oversaw management of $1 million IT budget.
Devised operational and strategic frameworks for short-term (1 year), mid-term (3 years), and long-term (5 years) planning.
Directed deployment of innovative learning management system.
Supervised large-scale project implementations involving employees across multiple states.
Implemented Cisco Umbrella to strengthen security protocols.
Enhanced operational efficiency by automating cloud service provisioning.
Successfully implemented Single Sign-On (SSO) system for streamlined cloud service access.
Initiated and led adoption of new Identity and Access Management (IAM) system, optimizing process for account creation and deletion.
Director of Information Technology
Albany Gastroenterology Consultants
09.2021 - 01.2023
Led successful execution of IT projects, enhancing IT infrastructure through adoption of best practices.
Managed team of five, responsible for network, security, disaster recovery systems/processes, and enforcement of IT policies.
Aligned business needs with IT solutions, optimizing technology practices within organization from 08/2021 to 01/2023 in Albany, New York Metropolitan Area.
Innovated with introduction of proximity sensor solution, enhancing operational efficiency across board.
Drove significant security enhancement initiative, updating PCs, servers, and network equipment to bolster security posture.
Deployed new Security Information and Event Management (SIEM) solution, enhancing organization's ability to ingest logs and identify threats.
Advanced security measures by implementing new vulnerability scanner, conducting weekly scans, and addressing vulnerabilities effectively.
Guaranteed compliance through encryption of all PCs on network, enhancing data security in case of incidents.
Developed and executed basic support ticketing system, improving efficiency of support case tracking and resolution.
Enhanced organizational security awareness by implementing phishing, basic HIPAA, and computer security training via KnowBe4.
Rolled out new strategy for managing local administrator privileges to further secure IT environments.
Senior Program Manager
Zones
04.2017 - 10.2021
Established, from ground up, Advanced Solutions Center to improve support for Microsoft's Small Business and Premier Fortune 500 clients, significantly enhancing performance and meeting target service levels.
Created support organizations with focus on US and offshore clients, demonstrating technical leadership in Microsoft Cloud technologies, including M365 and Azure.
Designed and executed standardized support processes, ensuring exceptional customer service in continuous operation environment.
Developed comprehensive training program, enabling efficient onboarding of new hires within two weeks, thereby reducing turnover and increasing staff retention through incentives, leading to accelerated progression, revenue growth, and achievement of KPI goals.
Transitioned pilot initiative into full-scale contract with Microsoft, demonstrating effective program management and business development skills.
Instrumental in rapid expansion of SMB, Premier, and Azure support services, growing team to 24/7/365 operation with over 300 engineers.
Formed and managed Executive Escalation team dedicated to servicing Microsoft's most critical customers, achieving 100% customer satisfaction score for year.
Led expansion of support services from US to UK, quickly assembling and operationalizing team of over 30 members within 30 days.
Attained high KPI scores through real-time customer feedback, including overall satisfaction score of 4.85 out of 5, average wait times below 10 minutes, and 97% customer issue resolution rate.
Senior IT Manager
EXL Service
05.2011 - 05.2017
Directed team of infrastructure professionals; planned and managed a $2 million IT budget.
Provided strategic leadership, introduced technologies, and improved processes for enterprise infrastructure service solutions including servers, storage, converged network, desktop, data center logistics, and service desk
Successfully created and implemented Strategic Architecture strategy, framework, and templates
Developed strategic architecture and IT governance processes with continual improvements
Worked closely with business units to define their service portfolios, to prioritize business functions that were critical to their success, and to develop their business continuity plans
Analyzed and documented critical workflow and processes with business leaders to drive their business model and strategic planning
Defined initiatives and solutions for improving service efficiency and effectiveness with business executives and IT management
Align IT infrastructure and services with business strategies by creating business unit service portfolios resulting in better IT engagement, communication, and service
Advised decision makers of current and future infrastructure needs by assessing relative impact of emerging IT trends
Education
Information Technology
Hudson Valley Community College
Troy, NY
08.2000
Skills
Collaborative IT Leadership / Visionary
Organizational Development
Analytical Problem Solver
Infrastructure / Operations
Strategic Planning
Process / Operational Improvement
Budgetary Control
Policy Development
Certification
Certified Information Security Manager® (CISM) ISACA
Certified Information Systems Security Professional (CISSP) ISC2
CompTIA Security+ ce Certification CompTIA
Scrum Master Certified (SMC) Scrum Alliance
Microsoft Certified AI Fundamentals Microsoft
Microsoft 365 Certified: Fundamentals Microsoft
Microsoft Certified: Azure Fundamentals Microsoft
Accomplishments
Responsible for the IT organization and services of a global double-digit growth medical device business. Stabilized the environment with leading-edge technologies, integrated IT environments of two acquisitions, defined strategies for ERP business functions, moved enterprise applications successfully to the cloud, and established IT Governance.
Created an infrastructure ready for emergencies, like the Coronavirus mandate to work from home, which prevented any business productivity loss.
Built relationships with business leaders to understand how IT could help achieve resource efficiencies and cost reduction goals.
Reduced capital investments using leading-edge technologies providing improved service to the business.
Managed vendors on the cost of their maintenance renewals saving operational expenses based on optimized contracts, deliverables, and negotiated reductions.
Created Strategic Architecture to improve decision making process for infrastructure.
Created roadmaps to improve cybersecurity and optimize costs.
Developed IT professionals through skills assessment, gap training, mentoring, feedback, and promotions for key talent.
Measurably improved business transaction performance utilizing cloud technologies, network optimization and managed services while remaining under budget.
Improved business efficiency by updating approaches with new technologies and processes.
Successfully reconfigured enterprise infrastructure environment, organization, strategies, processes, and procedures.
Liaison for external service and hardware providers to manage costs and service levels to improve transaction performance.
Established process and templates to provide infrastructure capital and ongoing financial implications for project estimates / ROI.