Experience

Hydrafacial

• United States
• Medical Equipment Manufacturing
• 400 - 500 Employee

• IT Global Service Manager

  • Jan 2022 - Present

  Long Beach, California, United States



Perspecta

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

• Manager End User Services

  • Dec 2019 - Jan 2022

  Greater San Diego Area Directed strategic planning in supporting of County of San Diego by leading 45 cross-functional IT staff in delivering PC computing support services to 17K users across the County. Developed critical initiatives to advance improvements, client advocacy, cost reduction, innovation, resource management, tool standardization, and measurable performance through Metrics. Executed core financial responsibilities delivering 25% savings against the yearly 27 million budget by tactically planning for… Show more Directed strategic planning in supporting of County of San Diego by leading 45 cross-functional IT staff in delivering PC computing support services to 17K users across the County. Developed critical initiatives to advance improvements, client advocacy, cost reduction, innovation, resource management, tool standardization, and measurable performance through Metrics. Executed core financial responsibilities delivering 25% savings against the yearly 27 million budget by tactically planning for day-to-day operational expenses, payroll, slashing overtime by 60%, negotiating contract amendments on hardware leases, and managing desktop software licensing costs contributing to the overall corporate EBIT program. ■ Reengineered an overall sourcing strategy, including playing an influential role in vendor cost reduction negotiations on purchased assets translating savings to the customer. ■ Managed vendor relationships during the pandemic ensuring timely delivery and deployment of 5000 laptops with no impact to productivity. ■ Drastically reduced IT Services expenditures on hardware leases by 20% by renegotiating contract amendments with vendor partners. ■ Championed continuous quality improvements in processes resulting in increased team performance recognized by customers and County of San Diego executives. ■ Oversaw highly visible Office 365 initiatives such as MS Teams migration and MS OneDrive user data transfer workstream to the cloud. ■ Instrumental player in planning for and delivering technology to County of San Diego Registrar of Voters for the Primary and General Presidential Elections. ■ Partnered with the County executives in strategizing an elevated Covid 19 support response including setting up makeshift triage hospitals and testing sites along with overseeing the deployments of technology to Contact Tracers, Case Investigators, and Vaccinators. ■ Covid Operations response support targets achieved with precision. Show less



Dytech Consulting Inc.

• Senior Information Technology Business Analyst

  • Aug 2018 - Nov 2019

  Orange County, California Area As the Senior IT Business Analyst, I resolve business issues by interfacing with internal/external clients to build strong relationships, identify challenges, develop comprehensive understanding of processes, and innovate targeted solutions to optimize client functionality. ■ At Dytech, I conceptualized and established an impactful training program for new staff that bolstered job readiness, team integration, and achievement of collective goals. ■ My work designing an incentive work… Show more As the Senior IT Business Analyst, I resolve business issues by interfacing with internal/external clients to build strong relationships, identify challenges, develop comprehensive understanding of processes, and innovate targeted solutions to optimize client functionality. ■ At Dytech, I conceptualized and established an impactful training program for new staff that bolstered job readiness, team integration, and achievement of collective goals. ■ My work designing an incentive work program to motivate associates empowered individuals and resulted in significant advancements to productivity and employee engagement. ■ I championed an operational runbook program redesign project by leading focus group sessions to select and implement continuous process improvements. ■ As a firm leader, I oversaw the total lifecycle development and successful launch of PHP Point of Sales CRM system for internal users. ■ By negotiating contract amendment with outside vendors, I drastically reduced IT Services expenditures by 30%. ■ In this role, I transformed complex data into functional program resolutions by developing new support strategy model, which amplified the SLA scorecard to 97% within seven months. Show less



Aon

• United Kingdom
• Financial Services
• 700 & Above Employee

• Sr. IT Operations Manager

  • Apr 2010 - May 2018

  Orange County, California Area (Remote) Steered strategic planning for global IT End-User Support leadership team by leading group in developing critical initiatives to advance client advocacy, cost reduction, innovation, resource management, tool standardization, and global performance. Oversaw remote cross-functional team with 65 staff and $25M annual budget to deliver SaaS, computing, and infrastructure services for 25K end-users across 60 locations. Drove successful and timely completion of technology programs. Established and… Show more Steered strategic planning for global IT End-User Support leadership team by leading group in developing critical initiatives to advance client advocacy, cost reduction, innovation, resource management, tool standardization, and global performance. Oversaw remote cross-functional team with 65 staff and $25M annual budget to deliver SaaS, computing, and infrastructure services for 25K end-users across 60 locations. Drove successful and timely completion of technology programs. Established and delivered against organizational KPI measures. Negotiated Service-Level Agreement terms with senior leaders to effectively align with fluctuating user requirements and contractual demands of external clients. Directed bi-weekly global technology conference calls and led departmental meetings to deliver comprehensive organizational performance progress reports. ■ By launching TechBar, an augmented support model, I decreased support center service calls by 25% and captured operational cost savings. ■ For all North American staff IT issues, I led cross-functional teams in development, deployment, training, and post-release support for incident management and asset tracking system ServiceNow. ■ I was an influential agent in the development and overseeing successful migration to office 365. ■ I drafted North American IT Business Continuity Plan with disaster recovery and ongoing maintenance/testing scenarios, which solidified operational best practices and ensured corporate sustainability. ■ My efforts to catalyze a global VIP Support Strategy reengineering and launch project bolstered support provided to C-Suite executives. ■ I am credited with significantly lowered operating costs by 30% by introducing self-service model while maintaining high quality service delivery and optimizing end-user functions across corporate operations. ■ I completed seven Merger & Acquisition integrations, eight IT corporate real estate agile initiatives, and three RFP service programs. Show less



Hewitt Associates

• United States
• 1 - 100 Employee

• IT Operations Manager

  • Jun 2002 - Jul 2010

  Greater Chicago Area Orchestrated service delivery to multiple business segments across national markets for personal computing, print, mobile, email, collaboration, voice, video, and infrastructure functions while providing high-quality service to clients. Coordinated system integrations and implementations by leading IT teams using Agile methodologies to drive successful project completion within time and budget parameters. Advanced firm profitability by developing departmental budgets, analyzing expenditures… Show more Orchestrated service delivery to multiple business segments across national markets for personal computing, print, mobile, email, collaboration, voice, video, and infrastructure functions while providing high-quality service to clients. Coordinated system integrations and implementations by leading IT teams using Agile methodologies to drive successful project completion within time and budget parameters. Advanced firm profitability by developing departmental budgets, analyzing expenditures, and crafting recommendations to capture cost savings. Assessed Service Level Agreement metrics, facilitated scorecard analysis meetings, and collaborated with cross-functional teams to promote timely and effective resolution of client-facing incidents. • Innovated onboarding structure and training program for new associates that bolstered user experience, corporate fluency, team integration, individual success, retention rates, and achievement of firm goals. • Advanced global operations by partnering with international counterparts to standardize IT tools and systems, which streamlined processes for support engineers. • Served as integral member of Change Advisory Board that galvanized change management control process improvements. • Optimized Service Desk Knowledge Reference Documents, which enhanced productivity and functionality of global engineering teams. • Received “Excellence in People Management Award” due to exceptional upholding of corporate ethics standards.

• Operating System Specialist

  • Aug 2000 - May 2002

  Greater Chicago Area

• Desktop Support Engineer

  • Sep 1999 - Aug 2000

  Lincolnshire, IL