Summary
Highly self-motivated dedicated IT professional with extensive experience in system administration, technical infrastructure, application support, management, program and project management across diverse industries. A strategic thinker with a long-term vision, I excel at inspiring high performance and leading large-scale teams. My expertise includes requirements analysis, design, documentation, and scheduling, with a focus on delivering quality solutions for operational excellence.
Experience
MSP (2006-20024)
vCIO/ Program Manager
- Manage and assist 12 Program Managers ensuring delivery of contracted MSP services, projects, continuous improvements, and client satisfaction to DYOPATH’s largest corporate customers that span multiple industries and verticals and equate to over 40 million dollars in contracted revenue per year.
- Develop strategic client roadmaps and propose innovative solutions for clients resulting in higher ROI and significant cost savings for clients.
- Research and implement security recommendations based on best practices and appropriate compliance policies.
- Create action and communication plans for critical issues and directly address concerns. Assisted clients in mitigating risks and recovery from ransomware, virus, malware and data breaches.
- Consult and advise in client software and hardware selections, contract renewals and negotiations.
- Assist in SOW creations, contract amendments and contract renewals, and client presentations.
- Assess client environments, identified issues and provided continuous improvement and solutions to improve the customers end user experience and satisfaction.
- Identified improvements, efficiencies, and alternative solutions for dissatisfied and demanding clients.
Sr. Technical Account Manager (2018-2023)
- Managed over 12 clients simultaneously in various industries ranging from 50 – 1000 employees, ensuring service delivery of managed services such as service desk, infrastructure services, application support, security, hosting, backups, disaster recovery and projects.
- Created SOW’s, amendments to contracts and manage resulting projects to deliver services, upgrades in both hardware and software, cloud transitions and other IT solutions.
- Assisted clients with yearly technology budget planning that aligned with replacement cycle plans.
- Worked with clients to develop ITIL based processes, procedures, and policies for efficient streamlined support.
- Assisted clients with cybersecurity insurance forms, answering and filing compliance audit paperwork ensuring compliance and regulation requirements, researched and recommended security solutions to ensure policy compliance.
- Ensured invoicing for all services, project work and associated hours were accurate.
- Worked in conjunction with sales, security and other teams to meet with potential customers to perform assessments and ensure service alignment.
- Worked with potential and existing clients to perform onboarding services including due diligence, server and data transitions to hosted data centers and cloud solutions.
Infrastructure Services Manager (2015-2018)
- Managed the Infrastructure Services team comprised of system and network engineers to ensure
- SLA compliance and client satisfaction for over 20 DYOPATH clients consistently meeting 95%
- SLA compliance.
- Ensured the daily operation of client systems, tickets and work was completed appropriately, coordinated projects and project resources for client engagements.
- Coordinated and successfully managed multiple client transitions and relocations across data centers and consolidation of data centers.
- Managed and coordinated the team for a successful DYOPATH corporate office relocation.
- Assigned and redirected resources according to pressing priorities.
- Managed and reported team utilization and progress of projects, daily tasks, issues and tickets to upper management.
Project Manager (2014-2015)
- Gathered requirements, scoped, planned, and managed projects through all phases for multiple clients.
- Prepared and assisted sales and leadership in preparing proposals, statements of work, level of effort, project plans and documentation for RFPs and proposals.
- Managed various team members from service desk, infrastructure and network, to deliver projects consistently on time and on budget.
- Managed and delivered multiple projects for migrations, consolidation, upgrades, software deployments, backup and disaster recovery solutions to clients.
Service Desk Manager (2006-20014)
- Security clearance required (currently inactive).
- Managed nine support staff for 24X7 support of 20 remote health care sites, approximately 1000 users as well as an additional 3,000 external users.
- Designed, implemented, and upgraded new hardware/software solutions, including Electronic Medical Record systems.
- Maintained and monitored; network, servers, applications and EMR Systems.
- Ensured all systems were kept under approved configuration management and security controls.
- Expanded WAN and implemented new remote sites, coordinated, and participated in the conversion of 20 remote sites to the ICE network.
- Met with IHSC, ICE management, and vendors to discuss issues, upgrades, and resolutions.
- Received ICE OCIO Director Award for participation in successful roll out of new eHR.
Software Company (2000-2006)
Systems Engineer
- Supported over 1,000 global users. Provided second and third-tier support for escalated issues.
- Maintained and upgraded servers including Exchange, SQL, BlackBerry and Lotus Notes.
- Planned and implemented projects to expand the use of NetIQ software and third-party tools to internal teams.
- Coordinated and implemented temporary networks and other IT related services for internal and external corporate events.
Education and Certifications
- Associate Degree in Computer Systems
- Project Management Fast Track Certificate Program
- Texas Training and Conference Centers
- VMWare Infrastructure: Installation and Configuration
- Citrix Presentation Server: Administration and Configuration
- HP Lefthand Networks Basic and Advanced SAN\iQ
- eClinical Works – Users and Administrator training for eCW
Skills
Strategic Planning, Project Management, Process Improvement, Business Development ,Project Planning , Consulting , Team Leadership, Client/Vendor Relations, Stakeholder Management , Business Relationship, Management, Cross-functional Team Leadership , Strong Customer Service, Departmental and Customer Budgeting, Compliance , Analytical, Organized, Strong Communication Skills, Strong Leadership, Active Directory, Azure, LAN/WAN, Microsoft 365, Backup/Recovery, Microsoft Office Suite, Windows Server, IT Service Management, VMware, End Point Protection, Mobile Device Management, Email Security
