Chief Technology Officer

• Sep 2023 - Present

Head of Infrastructure

• Jan 2020 - Sep 2023

Senior Director, Operations System Engineering

• Nov 2012 - Nov 2019

• Grew 24-person team to 374-member Operations and Infrastructure Engineering team with $41M operating and $64M+ capital budgets, directing operations, architecture and standards for the data centers, network, servers, operating systems and storage. • Increased Project Portfolio from $5M to $64M in annual spend with 48 different programs across a Refresh program for 2 Data Centers, 2300 clinics and 12 Central Business Offices supporting 6500 teammates. This enabled the transformation of Clinical systems, Revenue Operations and Machine learning. • Built Dev Ops services for Kidney Care and Strategic Business units in the following disciplines: Identity Access Management, Infrastructure as a Service, Platform as a Service, Application as a service, Technical Engagement Management, Enterprise Content Management, 3 data centers, 2,200 clinics and 20 Central Business Offices. • Create and follow-through on strategies for systems management & monitoring, storage architecture, configuration management, data centers, virtualization, backup architecture, environment, sourcing and support models, budgeting and disaster recovery. • Reduced IT operating costs by 5% year over year for 6 consecutive years, providing company $2.1M/year to invest in transformation technology. • Merged 5 decentralized data centers into 1 central center, saving $1.1M in one year and increasing uptime to 99.99%. • During first year of tenure, reduced average infrastructure downtime from 10+ incidents per month to just under one major incident per month via implementation of ITIL process and automation. Maintained for 7 years in a row. • Established infrastructure resource capacity above Industry standard for Windows, Unix, Oracle and SQL administration for pre-production and production systems. Show less

Vice President of Operations and Customer Delivery

• Jan 2010 - Nov 2012

• Promoted to head of infrastructure, adding NOC, SS7, DBA and all Application Tier II teams.• Simultaneously refreshed two North American data centers and consolidated data center operations down to two without any customer impact, moving Tekelec EAGLE STP's & HP NonStop SCP’s.• Built Data Centers for new customer deployments in New Jersey, Mexico, Malaysia & Columbia• Merged two sales and administration offices into one.• In 18 months, revamped entire middleware tier addressing PCI compliance, SAS70 audit findings and overall security concerns in North American, Latin America, India and Malaysian data centers.• Expanded NOC to support Spanish, Hindi and English 24x7 and increased Tier II team to 4 shifts operating 24x7. • Reduced deployment costs 50% by adding international data center support.• Reduced overall Capital Expenditures by $3.2M in one year.• Slashed SLA penalties by 75% from $1.2M in 2009 to less than $10K in 2011, reducing deployment cost by 50%. In this same period we reduced SLA penalties by 75% from 1.2 million in 2009 to less than 10,000 for 2011. These changes reduce the overall CapEx by 3.2 million in year one savings.• Implemented PCI for Prepaid Payment Platform• Completed SAS70 type I & II ISO 9001:2008 Certification• Implemented ITIL for service management across operations in the US & India• Consolidated 3 Data centers to 2 Deployed Oracle VM displacing over 150 HP servers reducing TCO by 45% Show less

Vice President Customer Delivery

• Jun 2009 - Jan 2010

• Rebuilt customer delivery team – consisting of 6 Directors, 7 Managers and 90 indirect reports -- focused on external customer needs.• Enabled launch of new products and company roadmaps within 6 months by implementing ITIL service management concepts company-wide, replacing existing resources, utilizing consultants and enhancing Directors of Customer Delivery PMO.• Enabled flexible and low-cost back-office operation in the Mobile Services Platforms space, providing mobile operators a complete end-to-end infrastructure solution for their mobile business.o XIUS Mobile Services Platform utilizes an Intelligent Network-based architecture that simultaneously supports a variety of operational models and handles multiple heterogeneous wireless technologies.o Unrestricted by a single network, XIUS infrastructure is adaptable to GSM, CDMA, 3G, 4G, VoIP, IMS and WLAN. • Reduced MTTR by 50% in 90 days by initiating incident management process for Severity 1 issues.• Improved overall customer satisfaction by 30% in the first 6 months.• Implemented ITIL for service management across operations in the US & India.• Implemented XIUS University to ensure cross training and customer awareness across all verticals. Show less

Sr Manager of VeriSign Real-time Rating and Payment Services

• Nov 2007 - Jun 2009

• Reassigned to divest and wind down Prepaid, iRoam, and Directory Assistance Call Control products. • Negotiated three divestures along and created transition plans for two data centers.• Renegotiated contracts with suppliers of hardware, software and services.• Managed 1 director, 2 senior managers, 7 direct reports and 83 indirect reports.• Negotiated new end dates for all customers. • Reduced staffing from 130 people to 11 using a 7-phase plan.• Eliminated all three Data Centers.• Reduced overall operation cost to match reduced revenue due to end of business.• Maintained SOX compliancy throughout the wind down. Show less

Sr Manager of VeriSign Real-time Rating and Payment Services

• Jun 2005 - Nov 2007

• Originally hired to manage deployment, product support, and technical support departments that installed, integrated and supported application software for cellular carriers.• Provided Tier 1 to Tier 3 support to customers, resellers, and channel partners.• Supervised 12 direct reports and up to 25 indirect reports.• Monitored general availability of applications software.• Supervised support teams in the United States, Mexico, and India.• Ensured seamless customer escalations by coordinating with customer support, operations, and infrastructure teams.• Instrumental in planning and managing team integration, reorganization, and re-sizing as Corsair was acquired by Lightbridge with Lightbridge later acquired by VeriSign. • Implemented a multi-tier customer support structure at international locations.• Reduced resolution times for critical issues from 18 hours to less than two hours.• Halved the average number of issues encountered in deployment to support handoff.• Created knowledgebase of common issues and solutions to improve departmental productivity. Show less

Senior Program Manager, Client Service & Implementations

• May 2002 - Jun 2005

• Managed deployment, product support, technical support, and project management departments who installed, integrated, and supported application software for telecommunications companies. • Supported customers through pre-sales, planning, installation, integration, and production phases. • Provided post-sales account and project management assistance. • Supervised administration of alpha and beta testing and the validation of customer documentation. • Improved helpdesk processes, converting from traditional working hours to providing 24/7 support to customers and various channel partners worldwide. • Integrated alpha and beta testing into support organization to improve time to make products customer-ready. • Expanded support organization to include international teams in Mexico and India. Show less

Senior Project Manager

• Mar 2001 - May 2002

• Managed day-to-day operations, including supervision of all project managers, contract negotiations, budgeting, inventory, customer service, sales, and implementation of training procedures. • Served as liaison between CI Solutions and its clients regarding all project planning, onsite inventory activity, and data analysis issues. • Provided weekly reports to Vice President of North America. • Brought two major accounts, Nortel Networks and BAE Systems, into current and profitable status. • Built profitable, mutually beneficial relationships with contractors and municipalities, securing competitive contract wins on new job bids. • Supervised eight separate projects simultaneously, involving up to 120 technicians at any given time. • Negotiated favorable terms with clients and vendors that significantly improved working relationships and lowered operational costs. Show less

Operations Manager

• Aug 2000 - Mar 2001

• Supervised day-to-day operations including all department managers, dispatch centers, and supply warehouse. • Provided leadership, motivation, vision and direction to approximately 219 employees. • Developed written methods and procedures for installation and maintenance of Fixed Wireless Systems. • Managed all operation expenses, maintained safety programs, negotiated contracts with various subcontractors, and presented monthly reports to the client and upper management. • Established two Installation Maintenance facilities and Dispatch Centers, employing 200 people, to support Southern California operations. • Organized all telecommunications training for employees. • Implement the utilization of Siebel and ISO 9001 standards. • Adhered to safe operating standards, minimizing injuries. • Promoted within 60 days after hire in recognition of superior job performance. Show less

Operations Manager

• Aug 1995 - Aug 2000

• Singlehandedly oversaw day-to-day operations, contract negotiations, budgeting, inventory, accounts payable/receivable, customer service, shipping and receiving, and sales. • Provided computer installation and networking for local and remote systems utilizing Windows NT 2000 server. • Implemented and designed multiple E-commerce web sites. • Consistently ranked as top sales producer for five consecutive years. • Negotiated favorable terms with venders that significantly improved buying power and lowered operational costs. Efforts resulted in increased profit. • Implemented customer billing systems. • Designed marketing materials for product information. • Repeatedly promoted to increasingly responsible positions, ultimately running all business operations. Show less

1833 Assault Amphibious Vehicle & 0918 Marine Corps Instructors of Water Survival

• Aug 1989 - Aug 1996

• Trained and supervised 65-100 students, scheduled planning, coordinating daily activities with 12 other units. • Instructed recruits in scuba, swimming, American Red Cross First Aid and Certified Hazardous Material Handling. • Consistently promoted in recognition of superior performance. • Earned reputation for exceptional public speaking and teaching ability. • Trained and supervised 65-100 students, scheduled planning, coordinating daily activities with 12 other units. • Instructed recruits in scuba, swimming, American Red Cross First Aid and Certified Hazardous Material Handling. • Consistently promoted in recognition of superior performance. • Earned reputation for exceptional public speaking and teaching ability.