Enterprise Operations Manager

• Oct 2018 - Present

Director of Information Technology

• Jan 2007 - Aug 2018

GTI provides precise, well-executed call center solutions for a wide array of industries. Industries served include telecom, energy, health insurance, utilities, cable, direct response television (DRTV) among others. Cutting edge technology services provide state of the art security and delivery practices to serve both live-agent and IVR customer interactions and data analysis.- Decreased technology support contracts by 35%, increased availability from 99.5% to 99.999% while operating a 24/7/365 environment.- Reduced physical server infrastructure by 80% by moving to physical VMWare hosts, Azure cloud solutions (SaaS, IaaS, and PaaS), and AWS Glacier.- Drive the design and implementation of security policies to conform to current ISO 27k and NIST standards.- Responsible for software development staff, network staff, and employee development. - Analyze business needs and form the final make/buy decisions for all technical solutions.- PMP Project Manager for all Information Technology projects. Show less

Senior Project Manager

• Mar 1999 - Jan 2007

- Planned, and delivered the first call center and fulfillment center for a Fortune 20 wireless cell phone provider (a project that increased company size by 500% and revenue by $24M annually). - Using PMI methodologies, managed construction, budgeting, planning, hiring, software development, technical hardware acquisitions and architecture, customer data privacy, service level reporting, and the creation of a technical support group.- Designed network and telephony architecture for a second call/data center to act as both a fully functioning data center and live operator disaster recovery center. Show less