Oversaw $29M USD in global IT operations, leading a 200-member team across nearshore, offshore, and onshore locations. Delivered operational, compliance, and financial excellence, achieving yearly objectivesExpertise includes, project management, application development & maintenance services (ADM), IT infrastructure service (ITO), service desk & end user computing (EUC), cybersecurity & IT risk management, and procurement outsourcing (BPO)Contributions:• Optimized Operational Efficiency: Leveraged data-driven decision-making to identify bottlenecks, reducing backlog and cycle times, and improving daily operations.• Led Service Desk & EUC Adaptability Initiative: Prepared service desk operations to leverage capacity across accounts, enhancing flexibility to adapt to dynamic client needs.• Enhanced IT Service Delivery: Standardized ITO and SOC services using the ITIL framework, securing a 12-month renewal and generating $1.2M USD in additional revenue.• Enhanced Security Operations and Profitability: Aligned security operations projects to SOW requirements and consolidated leadership with standardized processes, leveraging tools like ServiceNow and Jira to improve service capacity management, operational efficiency, and overall profitability.• Increased Operational Visibility: Implemented data-based workload analysis reports integrating data from Jira, ServiceNow, and MS-Excel, providing teams with actionable insights on KPIs and SLAs.• Drove Client Acquisition: Played a key role in sales pursuits, developing tailored proposals that secured two new clients by understanding and addressing unique needs.• Strengthened Audit Readiness and Process Alignment: Streamlined information-gathering processes for external audits while increasing adherence to ISO/IEC 20000-1 and ITIL frameworks, proactively preventing critical findings, ensuring timely responses, reducing disruptions, and improving problem identification.

Managed $5M USD in managed services contracts, overseeing application development, support, and testing (ADM) activities across offshore and onshore teams in Mexico and US, Led a team of 3 direct reports and up to 120 engineers across multiple locations.Key Contributions:• Optimized Client Costs: Delivered a 15% year-over-year cost reduction for a 3-year contract by minimizing operational expenses while maintaining profitability.• Secured Multiyear Contracts: Won a multiyear agreement to support a portfolio of ~200 applications, successfully managing a distributed team across five client sites.• Streamlined Operations: Consolidated four project teams under a unified portfolio, expanding the scope of services and improving operational efficiency.• Ensured Compliance: Partnered with Vendor Management to align service expectations, preventing instances of non-compliance and ensuring client satisfaction.• Accelerated Time-to-Market: Designed and implemented automated testing services for a product monitoring electric grid components, significantly reducing time-to-market.

Directed a service contract for application development, maintenance (ADM), and testing activities for a suite of product data management (PDM) applications, ensuring compliance with Department of Energy (DOE) and Nuclear Regulatory Commission (NCR) regulations.Key Contributions:• Developed Critical Systems: Led the development and growth of a document configuration system that became a cornerstone of the PDM suite, ensuring seamless product lifecycle management.• Ensured Regulatory Compliance: Implemented and managed configuration management activities, achieving full compliance with DOE and NRC federal regulations.• Optimized Delivery: Streamlined operations to achieve 95% on-time delivery and first-time-right metrics, transitioning services from development to maintenance mode.• Standardized Processes: Defined and implemented incident and service request processes aligned with CMMI and ITIL frameworks, establishing robust operational metrics.• Achieved CMMI Level 5 Certification: Elevated the organization’s maturity from CMMI Level 1 to Level 5 by adopting best practices, enhancing project quality, and increasing client satisfaction.• Reduced Defects: Utilized Six Sigma methodologies to cut development-phase defects from 67% to 11% and code errors from 21% to 2%, driving quality improvements and efficiency gains.

Led a team of infrastructure and support professionals, overseeing IT operations across multiple business units and driving initiatives to improve efficiency and service delivery.Key Contributions:• Enhanced Communication Efficiency: Implemented an intranet and email system, boosting internal communication efficiency by 50%.• Improved Support Performance: Restructured the technical support area with standardized procedures, reducing response times by 30%.• Streamlined Procurement: Redesigned the IT asset procurement process, establishing standards and negotiating supplier contracts to optimize cost and quality.• Bridged IT and Business Needs: Served as the primary liaison between end users and the development team, ensuring IT solutions were aligned with business objectives and requirements.

Oversaw the IT department with a $1 million annual budget for the IT area leading the development and implementation of the strategic technology plan to support business growth and operational efficiencyKey Contributions:• Developed Business-Critical Systems: Designed and implemented an application to manage indemnity and managed care operations, enabling rapid adaptation to evolving business needs.• Enhanced Software Quality: Established a Quality Assurance area within IT, reducing software defects and ensuring compliance through rigorous testing services.• Led Large-Scale Migration: Directed the migration of network, communications, and server infrastructure from Seguros Monterrey to BBVA, ensuring seamless transitions across major offices.• Optimized Vendor Performance: Managed IT service providers to meet or exceed SLAs, improving service reliability and efficiency.• Accelerated ERP Deployment: Implemented an ERP system for managed care operations in six months, completing the project three months ahead of schedule.

Directed critical projects for logistics and manufacturing operations, delivering measurable improvement in efficiency, accuracy and throughput.Key Contributions:• Enhanced Manufacturing Efficiency: Designed and deployed a manufacturing system (MES) across 10 plants, reducing lead times by 20%.• Improved Inventory Accuracy: Implemented a cycle counting system in the distribution center, increasing inventory accuracy and reducing stockouts by 25%.• Streamlined Order Processing: Redesigned the Order Management System, cutting order cycle times by 50%, boosting throughput by 25%, and reducing backorders by 20%.• Optimized EDI Infrastructure: Automated order and invoice processing through an EDI system, reducing errors by 30% and improving on-time delivery rates by 15%.• Upgraded Distribution Systems: Led the migration of the Distribution and Warehouse Management System (WMS), enhancing processing speed by 40% and reducing system downtime by 30%.