Experience

Foundation Partners Group

• United States
• Individual and Family Services
• 100 - 200 Employee

• Director, IT Infrastructure and Security

  • Sep 2020 - Present

  Orlando, Florida, United States



Self Employed

• United States
• 700 & Above Employee

• Senior Information Technology Business Consultant

  • Jan 2020 - Aug 2020

  Trusted Advisor for clients pursuing control around Information Technology Service Management (ITSM), Business Intelligence, IT Governance, IT Operations and Strategy, IT Infrastructure Design, Managed Services, and Call Center and Data Center Operations. Works closely with Business Leaders and Subject Matter Experts (SMEs) to understand their Business Strategy, and provides designs and solutions to drive competitive advantages within their market space. Responsible for implementing and… Show more Trusted Advisor for clients pursuing control around Information Technology Service Management (ITSM), Business Intelligence, IT Governance, IT Operations and Strategy, IT Infrastructure Design, Managed Services, and Call Center and Data Center Operations. Works closely with Business Leaders and Subject Matter Experts (SMEs) to understand their Business Strategy, and provides designs and solutions to drive competitive advantages within their market space. Responsible for implementing and managing all IT Business Critical Infrastructure solutions and services. Defines, documents, implements, and promotes the adoption of best practices, governing mechanisms and controls, policies, processes, procedures, and tools in support of the IT Technical Services Team. Responsible for the effective execution of Incident Management, Problem Management, and Change Management in order to drive systems and services uptime. Manages the daily coordination of the IT Technical Services staff and resources. Manages all IT Technical Services Projects and Project deliverables. Conducts Project reviews to identify and address business concerns, support issues, and Service Gaps. Oversees 3rd Party Vendors Management including contract negotiations and Statements of Work (SOWs). Show less



Hilton Grand Vacations

• United States
• Hospitality
• 700 & Above Employee

• Senior Manager, IT Customer Service

  • May 2016 - Aug 2019

  Orlando, Florida Area Directs and oversees the day-to-day availability, delivery, data integrity, and security of all Enterprise Information Technology Infrastructure and Business Applications in support of a Fast-Paced Global Team. Leads a Cross-Functional geographically disperse Team of DevOps Applications Support, Service Desk, and Middleware IT Professionals to ensure 24x7x365 days a year uptime. Develops, maintains, and automates all IT Service Management (ITSM) processes and procedures within the… Show more Directs and oversees the day-to-day availability, delivery, data integrity, and security of all Enterprise Information Technology Infrastructure and Business Applications in support of a Fast-Paced Global Team. Leads a Cross-Functional geographically disperse Team of DevOps Applications Support, Service Desk, and Middleware IT Professionals to ensure 24x7x365 days a year uptime. Develops, maintains, and automates all IT Service Management (ITSM) processes and procedures within the ServiceNow platform to streamline Service Delivery, while minimizing systems and services downtime. Drives continuous service improvement by reviewing Performance Metrics, Root Cause Analysis (RCAs), and Standard Operating Procedures (SOPs) to measure and track resource capacity and Service Delivery. Manages IT Projects and IT Teams against approved Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Service Level Objective (SLOs), and Object Level Agreements (OLAs) to maximize Customer Experience. Partners with Business Leaders across the organization and participates in Proof of Concept, Proof of Purchase, and Prototypes of emerging technologies and applications that may be leveraged to improve Enterprise Operations and Client experience, while focusing on Return on Investment (ROI) measures. Partners with the Applications Development, Compliance, Network, and Security Teams to ensure all supported systems and services meet current Cybersecurity and Compliance guidelines, regulations, and requirements. Manages, plans, tracks, and takes appropriate steps to ensure all Operational and Capital Expenditure stays within approved IT Budget vectors. Responsible for hiring, developing, mentoring, motivating, reviewing, and promoting new and existing DevOps Application Support, Service Desk, Help Desk, and Middleware Team Members across all IT Functional Areas. Oversees 3rd Party Vendor Management including contract negotiation, MSAs,SOWs, SLOs and personnel requirements. Show less



Greyson Technologies Inc.

• United States
• Information Technology & Services
• 1 - 100 Employee

• Director of Operations

  • Jan 2015 - Dec 2015

  Orlando, Florida Area Problem Solver responsible for developing Strategic Plans and Operating Procedures to increase Business Efficiency, Effectiveness, and Forecasting. Leads and oversees all Corporate Infrastructure, Daily Operations, and Pre-Sales activities for Central and South Florida. Leads and oversees 3rd Party Vendor Management including Cisco Powered Cloud Services, and Managed Services. Manages, plans, and schedules resources to ensure compliance with Project Contracts and Deliverables, while… Show more Problem Solver responsible for developing Strategic Plans and Operating Procedures to increase Business Efficiency, Effectiveness, and Forecasting. Leads and oversees all Corporate Infrastructure, Daily Operations, and Pre-Sales activities for Central and South Florida. Leads and oversees 3rd Party Vendor Management including Cisco Powered Cloud Services, and Managed Services. Manages, plans, and schedules resources to ensure compliance with Project Contracts and Deliverables, while focusing on Project Management Quality and Customer Service and Support. Collaborates with the Vice President of Operations to determine Monthly Recurring Revenue generating opportunities to align Operating Budgets with Business Strategies. Escalation Point of Contact and Resolution for customers, 3rd Party Vendors, and employees. Show less



Presidio

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Manager, IT Operations Delivery Center (Managed Services MNS)

  • Jan 2010 - Dec 2014

  Responsible for leading and directing operations for all IT Operations Delivery Centers, by acting as a liaison between the Client, Leadership, Vendor, and Service Delivery Teams. Leads and oversees all Cisco Network, Voice, Wireless, Storage and Security IT Operations, and Pre-Sales activities for a geographically dispersed high-performance team of (68) Network Technicians and (20) Network Engineers in support of over (700) clients worldwide. Leads Continuous Improvement activities for… Show more Responsible for leading and directing operations for all IT Operations Delivery Centers, by acting as a liaison between the Client, Leadership, Vendor, and Service Delivery Teams. Leads and oversees all Cisco Network, Voice, Wireless, Storage and Security IT Operations, and Pre-Sales activities for a geographically dispersed high-performance team of (68) Network Technicians and (20) Network Engineers in support of over (700) clients worldwide. Leads Continuous Improvement activities for all Service Delivery Centers by analyzing Customer Surveys, Incident Reviews, Performance Metrics, Root Cause Analysis (RCAs) and Standard Operating Procedures (SOPs), and recommends corrective actions to facilitate consistency in the quality of Service Delivery and Support provided to clients and end-users. Oversees Service Operations, the documentation of Policies, Processes and Procedures, and reviews and approves Change Management requests, Client Survey reports, Performance Metrics and Service Level reports, and Training Programs for all IT Operations Delivery Centers. Show less



Coleman Technologies

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Project Manager / Sr. Video Surveillance Engineer

  • Jan 2008 - Jan 2010

  Responsible for planning, designing, implementation, testing, operating, and Client training for all Federal Information Technology (FIT) Cisco Video and Access Control projects. Managed the configuration and deployment of Cisco Video Surveillance Systems for Carnival Cruise Lines, Durham Public Schools, FullSail, Florida Memorial University, Bass Enterprises, Pea Pod, and St. Jude Children's Research Hospital (ALSAC).

• Technical Project Manager / Network Engineer

  • Jan 2007 - Jan 2008

  Responsible for leading, implementing and directing Route/Switch, Wireless, and VOIP Migrations for Wyndham World Wide Corporate Services for the Las Vegas, New Mexico, Oregon, Puerto Rico and Orlando sites. Managed enterprise Voice, Route/Switch, and Wireless projects through all Project Lifecycle phases. Established Client credibility, rapport, and maintained communication with project stakeholders, contractors, and vendors. Maintained continuous alignment of project scope with business… Show more Responsible for leading, implementing and directing Route/Switch, Wireless, and VOIP Migrations for Wyndham World Wide Corporate Services for the Las Vegas, New Mexico, Oregon, Puerto Rico and Orlando sites. Managed enterprise Voice, Route/Switch, and Wireless projects through all Project Lifecycle phases. Established Client credibility, rapport, and maintained communication with project stakeholders, contractors, and vendors. Maintained continuous alignment of project scope with business objectives by managing cost, performance, resources, risk, and schedule.

• Program Manager / OUC Engineering Manager

  • Jan 2005 - Dec 2006

  Responsible for a Team of (12) Technicians and Engineers in support of the Orlando Utilities Commission. Managed all network, server, and workstation operations for a multi-campus environment consisting of 1200+ nodes with over 120 servers and 120 network devices. Coordinated and reviewed the design, implementation, testing, operation and optimization of all network infrastructure devices.

• Network Engineer

  • Aug 1997 - Jan 2005

  Responsible for all server and network support for the Orlando Utilities Commission. As a member of the Change Management Board, participated in weekly board meetings to review proposed network changes. Responsible for Client/Customer/Vendor relationships, offerings, and services. Performed end user training and support.



United States Air Force

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• Staff Sergeant - Small Computer Unit Manager

  • Feb 1995 - Jun 1997

  Cannon Air Force Base, NM Responsible for system operations of a Novell 4.x environment with over 300 users. Responsible for the administration of the F-16 Mission Support Simulation System.

• Staff Sergeant - Armament Systems Weapons Trainer

  • Feb 1991 - Feb 1995

  RAF Lakenheath UK Armament Systems Weapons Trainer for the F-111F and F-15E at RAF Lakenheath England.

• Senior Airman

  • Jun 1988 - Jan 1991

  Wurtsmith Air Force Base - Michigan Armament Systems Load Crew Member in support of the B-52.