Experience

ISG

• United States
• Advertising Services
• 100 - 200 Employee

• Director Of Information Technology

  • Nov 2021 - Present

  Boca Raton, Florida, United States IT Director - Leading Service Desk Management, Infrastructure Operations and Vendor Management.



GE Digital

• United States
• Software Development
• 700 & Above Employee

• Manager Global Digital Operations

  • Jun 2019 - Nov 2021

  Miami-Dade County, Florida, United States Global Leader delivering world class end user support with in the Global Digital Workplace Solutions organization. Working closely with Regional Service Desks leaders, Application Support Teams as well as other internal teams to manage service excellence across EMEA, ASPAC and the Americas. Ensuring consistent and best in class support services for our customers internal and external. Continuously identifying opportunities to improve the support process by applying Lean methodologies, implement… Show more Global Leader delivering world class end user support with in the Global Digital Workplace Solutions organization. Working closely with Regional Service Desks leaders, Application Support Teams as well as other internal teams to manage service excellence across EMEA, ASPAC and the Americas. Ensuring consistent and best in class support services for our customers internal and external. Continuously identifying opportunities to improve the support process by applying Lean methodologies, implement best practices, improve service quality and above all the customer experience. Show less



Kforce Inc

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

• Senior Project Manager

  • Feb 2019 - Jun 2019

  Miami/Fort Lauderdale Area Senior Project Manager leading complex Infrastructure, Software and integration projects for a fortune 500 Communications firms Latin American branch. Developed and managed all aspects of Agile, waterfall projects and program engagement from planning, external vendor management, communications, change, risks and issues reporting. Report weekly on project status, success results and deployment activities.



Cardinal Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Senior Information Technology Manager

  • Oct 2015 - Dec 2018

  North America Senior Manager IT Service Delivery and Infrastructure desktop operations. Seven hundred supported end users, 1 Tier 3 data center with 6 IT Technical direct reports. Global Solution Owner responsible for large IT programs and complex integration projects in the Merger and Acquisition, Product Development and Technology space. ·Manage large on-site data center and complex site infrastructure and desktop services. Coordinate maintenance windows with business and third-party vendors… Show more Senior Manager IT Service Delivery and Infrastructure desktop operations. Seven hundred supported end users, 1 Tier 3 data center with 6 IT Technical direct reports. Global Solution Owner responsible for large IT programs and complex integration projects in the Merger and Acquisition, Product Development and Technology space. ·Manage large on-site data center and complex site infrastructure and desktop services. Coordinate maintenance windows with business and third-party vendors. Monitor reliability reviewed access controls and Change Control requests. ·Drive Incident Management, address outages, lead restoration teams, coordinate problem resolution ownership and root cause analysis. 94 percent of outages were resolved within 120 minutes on average. ·Led IT Business Continuity Disaster Recovery processes. Developed disaster recovery strategy with the business to determine business continuity needs. Implement continuous process improvement and drove best practices. ·Maintained Service Level Agreements and Customer Satisfaction. Implemented best practices to drive SLAs to meet yearly goals. 32,370 cases in FY18, 93% incident SLA, 96% Customer satisfaction achieved. ·Lead the PC and Software Asset Management team. Image development (Validate as well as none validated), Patch Management, hardware life cycle, end user refresh, CMDB updates. ·Met monthly with local Senior Business Leaders to review metrics, implement process improvements, and review emerging technologies that could be leveraged to improve their manufacturing capabilities. ·Prepared yearly budget and business charter for infrastructure and end user desktop computing refresh. ·Developed SOPs and work instructions. ·Drove continuous process improvements, lead Kaizen events. Conducted Gemba walks. ·Solution Owner for large Infrastructure integration M&A projects and divestitures. Lead complex infrastructure technical project teams within diverse matrix technical towers Show less



Johnson & Johnson

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Service Delivery Manager

  • Feb 2005 - Oct 2015

  North America and Latin America Managed 21 critical manufacturing sites in Florida, Latin America, and the Caribbean. Responsible for IT Service Delivery, Service Desk Management, Infrastructure Operations, and Incident Management. Over four thousand supported end users, 3 Tier 3 data centers with 23 IT Technical direct reports. ·Managed Incident Management and service escalations for all critical manufacturing sites and data centers. ·Lead large technical cross functional teams to drive service restoration and… Show more Managed 21 critical manufacturing sites in Florida, Latin America, and the Caribbean. Responsible for IT Service Delivery, Service Desk Management, Infrastructure Operations, and Incident Management. Over four thousand supported end users, 3 Tier 3 data centers with 23 IT Technical direct reports. ·Managed Incident Management and service escalations for all critical manufacturing sites and data centers. ·Lead large technical cross functional teams to drive service restoration and minimize manufacturing impacts for P1 outages. ·Managed service desk, 1.5 & L2 operations globally. Improved first call resolution, abandoned calls, SLA and L2 case rejections. 4K seats. ·Led continuous process improvements to reduce infrastructure outages and improve Service Desk SLA. Achieved 98% customer satisfaction and 96% incident SLA for three straight years. ·Conducted quarterly site visits to critical manufacturing sites in Columbia, Mexico, and Argentina. Review site operations, infrastructure refresh plans, and Service Desk team KPI performance. ·Collaborated with third party offshore resources and vendors to ensure service levels were maintained. ·Managed, mentored, approved PTO, and conducted monthly one on one with direct reports and consultants. ·Lead Service Delivery Organization disaster recovery team and yearly disaster recovery tabletop exercises. ·Conduct quarterly infrastructure reliability assessments, identified critical core failure points. Presented business cases to senior site leadership and business owners for remediation, approval, and budgeting. ·Chaired the Project Approval and Review leadership meeting. ·Oversaw and lead complex Waterfall and Agile infrastructure projects. ·Managed the Asset Management process for physical and software assets. Responsible for $2.2MM budget. ·Oversaw development of PC images for end users and FDA certified workstation. Lead patch and SMS package development team. Identified new platforms and technologies.

• Senior Information Technology Project Manager

  • Jan 1996 - Feb 2005

  North America Senior Project Manager leading Regional project management teams across the Southeast United States, Puerto Rico and Latin America. Managed a portfolio of complex initiatives that span across multiple business units from discovery through implementation. ·Managed large cross functional infrastructure groups to drive delivery of high visibility projects for Corporate. ·Set and continually manage project and program expectations while delegating and managing deliverable with team… Show more Senior Project Manager leading Regional project management teams across the Southeast United States, Puerto Rico and Latin America. Managed a portfolio of complex initiatives that span across multiple business units from discovery through implementation. ·Managed large cross functional infrastructure groups to drive delivery of high visibility projects for Corporate. ·Set and continually manage project and program expectations while delegating and managing deliverable with team members and stakeholders ·Define the Statement of Work and Specifications for the requested goods and services. ·Monitor staff performance, complete performance reviews and development plans. ·Develop and deliver progress reports, proposals, requirements documentation and presentations to various audiences, including project teams, sponsors, Senior Leadership and key business stakeholders ·Received two Standers of Leadership Awards from Johnson and Johnson for managing complexity.

• Manager Asset Management

  • Jun 1996 - Jun 1998

  North America • Developed asset procurement model for the Franchise. • Continually implemented best practices and process improvements. Reduced procurement times by three weeks and lowered on hand inventory by 75% • Managed hardware vendors and forecast asset level requirements based on business needs. • Managed the timely closure of capital projects and disposal of end of life hardware. • Investigated and Implemented new hardware platforms to support technology requirements. • Managed all… Show more • Developed asset procurement model for the Franchise. • Continually implemented best practices and process improvements. Reduced procurement times by three weeks and lowered on hand inventory by 75% • Managed hardware vendors and forecast asset level requirements based on business needs. • Managed the timely closure of capital projects and disposal of end of life hardware. • Investigated and Implemented new hardware platforms to support technology requirements. • Managed all volume licensing and tech refresh.



DMF

• Client Services Manager

  • Jan 1991 - Mar 1996

  Miami/Fort Lauderdale Area •Managed help desk operations. •Maintained a training staff to conduct computer training for all new hires and support personnel. •Managed all volume licensing and vendor agreements. •Supported the Sales Force Automation team.



Baxter International Inc.

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Senior Information Technology Analyst

  • Jan 1988 - Jan 1991

  Miami/Fort Lauderdale Area



Equinox Systems

• Information Technology Analyst

  • Jan 1986 - Jan 1988

  Miami/Fort Lauderdale Area



Racal Milgo

• Telecommunications
• 1 - 100 Employee

• Technical Support Specialist

  • Jan 1983 - Jan 1986

  Miami/Fort Lauderdale Area