The Director of Information Technology is responsible for overseeing the organization's IT strategy, ensuring the alignment of technology initiatives with business goals, and managing the IT infrastructure to support seamless service delivery. The role involves leading a team of IT professionals, implementing and maintaining secure and efficient systems, and driving digital transformation to enhance operational efficiency and customer satisfaction.This role is also tasked with staying abreast of technological advancements, mitigating cybersecurity risks, and ensuring compliance with industry standards, all while fostering a culture of innovation and continuous improvement within the IT department.

Operational visionary and strategist responsible for cultivating and maintaining strategic relationships with key stakeholders to drive unparalleled customer success and to catalyze exponential business growth.- Used Salesforce for ERM and CRM, and JIRA for ticketing and developmen- Successfully salvaged a critical client relationship by diplomatically addressing their dissatisfaction post-implementation, leading to the retention of the account. Facilitated collaboration between client support and implementation teams, orchestrating a comprehensive resolution plan. Subsequently, enhanced client trust and loyalty, resulting in an increase in ARR through upselling additional services.- Established a support division, leveraging past experiences to devise a strategic framework. - Collaborated with cross-functional teams to streamline processes, implement effective tools, and define key performance indicators. Launched a support program, achieving a reduction in response times, a decrease in closure time, and elevating client satisfaction.- Devised and implemented meticulous documentation, KPIs, and procedural enhancements, resulting in an uptick in efficiency within the Client Success department.- Achieved an increased success rate and fortified pivotal partner relationships by personally managing high-stakes client portfolios, - Spearheaded delivery of premium services, surpassing client expectations and cementing the organization as a trusted partner.

(Promotion) Oversaw, led, and directed a high-caliber team to impact project objectives positively, fostering a culture of excellence and collaboration, delivering clear performance objectives, and fostering a culture of excellence, resulting in heightened accuracy, quality, and customer satisfaction.- Utilized Salesforce for ERM and CSM, Zendesk, and Jira for support ticketing and developmen- Played a pivotal role in strategic budgeting and resource planning initiatives, driving an impressive 18% optimization in resource allocation efficiency.- Architected and executed forward-thinking technical strategies, resulting in significant system performance enhancements and operational streamlining.- Cultivated and nurtured enduring client relationships through strategic communication and personalized service, positioning the organization as a market leader.- Leveraged data-driven insights to devise innovative solutions to complex challenges, consistently exceeding stakeholder expectations.

(Promotion) Responsible for the support and maintenance on the Commercial Products at Ventiv Technologies globally. This includes the insurance software systems: Ventiv Enterprise Claims (formerly iVOS) , Ventiv Premier Claims (formerly DAVID VISION Claims) and Ventiv Policy. Managed a global team with processes and workflow to bring an increasing level of customer service to the client. Designed and utilized Salesforce (as an administration) and Zendesk (as the Administration) as well as JIRA (as a user)Lines of business serviced include Worker's Compensation and Property and Casualty Insurance for Risk Pools, Third Party Administrators, Self Insured and Government Entities.

(DAVID Corporation was acquired by Ventiv Technologies in December of 2018.)Built and fostered proactive engagement with key client stakeholders, strengthening relationships and driving mutual success and growth.- Transformed a stagnating support department at DAVID by implementing strategic processes, KPIs, and workflows. Addressed immediate and long-standing issues, halting the backlog of unresolved tickets, and then systematically resolving aged cases. - Improved customer satisfaction significantly Revitalized client engagement and restored confidence in support services, contributing to an increase in revenue saved and an increase in ARR retention.- Proactively identified and addressed a gap in client engagement with DAVID's evolving software offerings. Initiated a comprehensive strategy, including monthly webinar series and informational documents, to educate clients on new product features and capabilities. - Engineered initiatives resulting in an increase in support department efficiency and a simultaneous reduction in annual costs.- Developed and implemented documentation and procedures grounded in ITIL Best Practices, optimizing operational effectiveness and client experience.

Offering both technical and executive level consulting on Information Technology matters from networking and troubleshooting to deployment plans and strategies. Office design planning and systems rebuilds. Designs cover manufacturing, medical, legal, and insurance fields.- Focused on understanding and implementing newer technologies for potential sale and use to clients.- Reviewed all technology plans and budgeting for daily operation and client sales.- Maintained positive client relationships and promoted trust as a technology partner

Directed service desk operations, including providing visionary leadership and mentorship to a dynamic team. Led team to achieve departmental objectives and fostered a culture of accountability and innovation.- Realized substantial cost savings exceeding $127K by implementing cutting-edge technologies and IT infrastructure updates.- Led multifaceted IT projects to timely completion, ensuring seamless integration and stakeholder satisfaction.- Delivered top-tier help desk support, troubleshooting technical issues and minimizing operational disruptions.- Strategically managed LAN and WAN computer networks across geographically dispersed locations and remote sites, optimizing performance and reliability.

Troubleshooting network and application issues for our partner companies. Tier 3 support of both VPN and network connections for a worldwide conglomerate company. "Special project" management and initial customer setup consultation. Consulting and advisory roles to a world-wide help desk. Consulting on company worldwide email migration efforts

Managed computer network systems for 5 locations throughout the state of Michigan. This includes LAN and WAN networks and their various aspects (Cisco routers, switches, hubs, cabling, etc). Worked with Windows 2003 server, SQL server, Alpha/Vax Server, multiple Lotus Notes 5 servers and Windows XP, 2000, 98, 95 operating systems. Provided support and technical training for over 100 employees on consistently updated and changing cutting edge software (Advocacy, Peoplesoft, MS Office) and hardware (PCs, laptops, printers, etc). Software: Peoplesoft, Crystal Reports, specialized software programs for data and reporting. Knowledgable of HIPAA compliance regulations.