Managing all technology initiatives for 70 clinics and operations. 300+ employees. Implemented Zoho Service Desk Management ticketing system. Implemented Dex Imaging Managed Print Services Standardized IT equipment to all Dell setups for employees and a more robust support solution for efficient and quick expectation for technology resolution when users need assistance. Established a budget to drive investment decisions and gain insight into CAPEX / OPEX. Facilitating investment and growth insights.

Responsible for the overall planning, evaluation and execution of the company’s technology functions. Direct the strategic design, acquisition, management, and implementation of an enterprise-wide technology infrastructure. Maintain technology standards for the organization. Direct the activities necessary to keep the technology infrastructure running seamlessly, efficiently, and effectively while ensuring compliance with established standards and policies. Responsible for ongoing security, risk management and enhancements.

Responsible for the overall planning, evaluation and execution of the company’s technology functions. Direct the strategic design, acquisition, management, and implementation of an enterprise-wide technology infrastructure. Maintain technology standards for the organization. Direct the activities necessary to keep the technology infrastructure running seamlessly, efficiently, and effectively while ensuring compliance with established standards and policies. Responsible for ongoing security, risk management and enhancements.Notable accomplishments:• Implemented multiple layers of cybersecurity throughout the organization. Accomplished real-time notification of possible cybersecurity concerns for immediate resolution. • Replaced Service Desk, which included technology ties into patching, knowledgebase, shared queues, and inventory management. Increased teams’ effectiveness in communications, resolutions; and department cross-communications. • Migrated organization to a complete mobile solution for workstations. Reduced office and employee downtimes during challenges. • Standardized all IT hardware and software, enabling a structured and repeatable support experience. Reduced support response time and troubleshooting turn times.• Created a best-in-class onboarding experience to ensure new hires are completely functional upon start date. • Setup a standardized process for new offices going live and being completely functional with Internet connectivity, phone services, wireless access, multi-function-printers and scanning.• Completed installations for wireless cell phone boosters in offices – increasing productivity and connectivity for sales. • Produced documented policy and procedures for the company and auditors (FFIEC and OCC).• Implemented full disaster recovery procedures and failover testing.

Responsible for all information technology needs. Primary duties include, but are not limited to the following:• Planning, directing and coordinating the development, implementation, deployment and operation of information systems and technology solutions for business needs• Identifying and proposing new technologies and systems to improve business processes and decision-making• Responsible for tactical goals such as issue resolution, network and server maintenance, systems monitoring, and infrastructure availability• Formulating and deploying options for scalability, redundancies, backup and recovery solutions• Planning and executing the Company’s information systems strategies• Responsible for all IT infrastructure (servers, networks, PCs, printers, phones systems, peripherals)• Researching and designing high availability schemes that include offsite data center presence• Managing support desks (applications and technical support)• Establishing and managing vendor / procurement relations• Designing and implementing policies and proceduresNotable accomplishments:• Virtualized Company’s core applications (loan origination software) on vmware • Established procurement relations and discounted prices• Standardized processes and PC deployment configurations• Improved security and access control lists• Reduced expenses in various IT purchases and monthly recurrences• Created a knowledgebase repository• Setup A/V conferencing solution between offices (reducing travel expenses)• Established an application support team• Increased scalability and performance of many IT applications• Migrated off aged / under-performing Windows servers• Established Terminal Server-based connectivity for our core application software• Reduced support service contract by $48,000 annually• Implemented MPLS for audio / video conferencing quality of service (QOS)• Implemented a distributed VOIP system the entire organization and setup redundancies

Responsible for tactical goals such as issue resolution, network and server maintenance, systems monitoring, and infrastructure availability. Developed and implemented policies and procedures, tracking and driving departmental goals, monitoring and reporting of departmental progression, and promoting our quality-focused service culture.Notable accomplishments:• Developed and implemented ITILv3-based change management processes and procedures.• Responsible for documenting, assessing, approving, scheduling, and communicating all changes to respective stakeholders• Established Network Operations Center framework: staffing, job descriptions / responsibilities, 24 x 7 x 365 schedules, policies and procedures, training materials to support global presence• Managed network monitoring system software: resource monitoring, alert notifications and escalations

Centralized application and technical support to Austin. Managed the national applications support help desk, desktop support technicians help desk, and the IT Special Projects team. Researched, designed, and implemented infrastructural needs to provide increased reliability and efficiency, and reduced expenses. Topics include, but are not limited to: applications, networking, servers, workstations, VoIP, telecom, security, policies and procedures. Consulted with all departments on any IT and procedural needs. Established national IT help desk and support teams. Designed policies and procedures to ensure compliance with Gramm-Leach-Bliley and Sarbanes-Oxley.• Increased efficiencies in department. Team reduced to nearly half of original headcount, continued to retain answered call levels of 100%. Call volumes, previously 1200+, decreased to fewer than 500 calls per day• Increased teams’ effectiveness and communications. Teams were regarded by the employees as one of the best improvements in the organization per surveys and management (nearly 2000 participants)• Implemented new technologies and procedures to address organizational constraints and improve efficiencies• Started an ongoing reporting program with the National Training Department that enhanced new hire training, while reducing new-hire phone calls to support desks

Provided support for all aspects of IT infrastructure for DHI Financial Services. Department leader / resource for all issues related to servers, networking, applications. Coordinated special projects such as new office openings/relocations, departmental moves, server room design. Involved in software evaluation, testing, and deployment. Administered PBX , CTI (Computer Telephony Integration) and reporting for multiple locations.• Saved DHI $140,000+ in maintenance contracts for PBX support and took over all processes related to it• Implemented Avaya PBX / VOIP / Call Center Management resulting in 99.999% up-time in phone system availability, increased percentage of answered calls and first response resolution• Reduced expenses / risk by consolidating servers nationwide, while increasing scalability and redundancies

Conducted employee reviews, approved vacations, work schedules and setup bonus plans. Maintained and distributed team workload. Monitored progress of employees and provided them with necessary resources for support and training. Served as a resource and liaison between departments and management. Resolved escalated issues independently on a daily basis. Held weekly team meetings and disseminated new policies and processes. Provided various computer and networking support. Basic UNIX database queries and data entry.• Increased team efficiencies and throughput• Decreased turn-times in account management while increasing customer satisfaction• Improved customer service: measured and managed based on survey feedback