VP, Support

• Mar 2022 - Present

VP Global Support

• Jun 2014 - Mar 2022

Responsible for leading WorkForce Software’s global support organization. Accountable for setting the strategic direction and vision for the support organization to ensure that high client satisfaction is maintained across all of our on-premises and SaaS customers globally. Overall responsible for leading a high performing global team focused on customer satisfaction while ensuring targeted P&L is maintained within company guidelines. Focused on the execution of strategic and tactical business plans to ensure the department operates in alignment with company strategic goals. Provide leadership on global support services projects and initiatives to maintain a continually changing and rapidly growing business. Show less

Director- Remote & Cloud Services

• Apr 2013 - May 2014

Provide overall leadership to the Remote Services and Cloud Operations Division to include management of customer and vendor relationships. Architect a scalable IT Service Delivery structure that has the ability to expand and contract based on variable conditions, to include the enhancement of business and IT process to facilitate operational growth. Streamlining of work flows and reformation of internal training to include customer service provisioning. Guide staff and review individual performance of team members. Align incident, problem and change issue resolutions with external SLAs and internal OLA's, Manage key projects and maintain optimal client satisfaction while striving to deliver excellent service and support to our customer base. Mentor, coach and guide to my teams.. Show less

Chief Information Officer - Americas

• Nov 2007 - Jul 2012

Direct and manage computing and information technology strategic plans, policies, programs, and schedules for business and finance data processing, computer services, network communications, and management information services to accomplish corporate goals and objectives. Direct the information and data integrity of the company's Americas Region and its business units. Develop strategic plans and implement the objectives of the information technology needs of the company to ensure the computer capabilities are responsive to the needs of the company's growth and objectives. Develop and establish operating policies and approaches for computing and information technology. Evaluate overall operations of computing and information technology functions and recommend enhancements. Advise senior management on strategic systems conversions and integrations in support of business goals and objectives. Show less

VP of Operations

• Dec 2006 - Nov 2007

Operations Management to include: Workflow Help Desk Infrastructure Project Management Client Service and Support Relationship Management Operations Management to include: Workflow Help Desk Infrastructure Project Management Client Service and Support Relationship Management

Sr. Director - Infrastructure Solutions

• Oct 1993 - May 2005

Highly focused team builder with impeccable work ethics and exceptional customer service skills, 11 years of IT experience, the last 3 years spent as Sr. Director, Infrastructure Solutions for a Global IT Research & Advisory firm, Gartner, Inc. Worked with a team of professionals to create Gartner's regional support structure focusing specifically on internal client’s Information Systems Services and Support. Cultivated client relationships at a Senior Executive level and have functioned as relationship manager with supported business units. Ensured that our organization understood the technological requirements of our internal clients in order to create and implement productivity enhancing solutions. Technical background. proficient with current hardware and software strategies and trends. Impeccable reputation with a proven record of accomplishments and stellar performance through out tenure with Gartner Show less

Recording Engineer

• 1988 - 1993

Recording engineer. Inmplemented first DDD recording setup in Puerto Rico. Mac Pro Tools along with mixing experience on 24 -48 channel Yamaha, Tascam, Soundcraft and Allen-Heath boards. Sound setup for both DDD and ADD projects. Remote sound setup for open air events. Recording engineer. Inmplemented first DDD recording setup in Puerto Rico. Mac Pro Tools along with mixing experience on 24 -48 channel Yamaha, Tascam, Soundcraft and Allen-Heath boards. Sound setup for both DDD and ADD projects. Remote sound setup for open air events.

Military

• Dec 1983 - Jan 1988

BootCamp Ft. Knox KY - A-15-4 AIT Ft. Lee VA 76V Stationed at Ft. Sill, OK Garlstaad, Germany Honorable discharge E4 1988 BootCamp Ft. Knox KY - A-15-4 AIT Ft. Lee VA 76V Stationed at Ft. Sill, OK Garlstaad, Germany Honorable discharge E4 1988