Company / Organization: CIELO ITPosition / Title: Project ManagerDates of Employment: 2023 – PresentDescription: In 2023, I was promoted by CIELO IT to project manager to oversee both project management functions and IT operations, managing client projects from inception to completion, ensuring alignment with timelines, budgets, and stakeholder expectations. I define scope, objectives, and requirements in collaboration with stakeholders like C-suite executives, department… Show more Company / Organization: CIELO ITPosition / Title: Project ManagerDates of Employment: 2023 – PresentDescription: In 2023, I was promoted by CIELO IT to project manager to oversee both project management functions and IT operations, managing client projects from inception to completion, ensuring alignment with timelines, budgets, and stakeholder expectations. I define scope, objectives, and requirements in collaboration with stakeholders like C-suite executives, department heads, and technical teams. I also develop and maintain comprehensive project plans and direct internal and external resources for successful project execution, providing regular client communications and status updates throughout the project lifecycle.• Successfully collaborated and revitalized the OHANA GROUP Planet Fitness account, receiving accolades from OHANA GROUP Planet Fitness leadership for exemplary follow-up, commitment, and communication skills, resulting in improved client satisfaction and continued collaboration.• Led internal initiatives including ZOHO conversion, key client proposals, and documentation projects. Show less

Company / Organization: CIELO ITPosition / Title: IT ManagerDates of Employment: 2021 – PresentDescription: As the strategic leader and manager of all IT operations for CIELO, I oversee infrastructure components such as network systems, hardware, software, and cloud services to ensure seamless operations and scalability in line with our company's growth objectives. I develop and manage budgets to optimize resource allocation and establish IT policies and procedures to ensure… Show more Company / Organization: CIELO ITPosition / Title: IT ManagerDates of Employment: 2021 – PresentDescription: As the strategic leader and manager of all IT operations for CIELO, I oversee infrastructure components such as network systems, hardware, software, and cloud services to ensure seamless operations and scalability in line with our company's growth objectives. I develop and manage budgets to optimize resource allocation and establish IT policies and procedures to ensure compliance with industry standards. Managing multiple vendor relationships, I handle contract negotiations, financial oversight, service-level agreements, and technology and operation requirements. Collaborating closely with department heads, I identify technology needs to support various business functions.• Significantly enhanced operational efficiency and productivity by spearheading multiple IT projects, including the conversion from Pipedrive CRM to ZOHO CRM, and complete implementation of the ZOHO system.• Achieved annual cost savings of ~$20K by migrating the CRM from Pipe Drive to Zoho CRM.• Successfully completed the migration of the company from Google Suite to O365 Suite and implemented comprehensive training programs to facilitate the adoption of O365 Suite among employees. Show less

Company / Organization: PERSPECTIVES CHARTER SCHOOLSPosition / Title: Director of ITDates of Employment: 2018 – 2021 Description: As director of IT for Perspectives Charter Schools, I led comprehensive IT operations across 5 charter schools, managing a multi-million-dollar budget to ensure seamless functionality and accessibility of infrastructure, networks, and systems for 1700 students and 300 staff members. Overseeing a team of 7 IT staff members, we developed and executed… Show more Company / Organization: PERSPECTIVES CHARTER SCHOOLSPosition / Title: Director of ITDates of Employment: 2018 – 2021 Description: As director of IT for Perspectives Charter Schools, I led comprehensive IT operations across 5 charter schools, managing a multi-million-dollar budget to ensure seamless functionality and accessibility of infrastructure, networks, and systems for 1700 students and 300 staff members. Overseeing a team of 7 IT staff members, we developed and executed innovative strategies to modernize IT operations and enhance productivity across all locations. Managing IT vendor partnerships, I supervised the lifecycle of vendor contracts, from requests for proposals to contract execution, to ensure alignment with organizational needs and goals. I oversaw the IT helpdesk and provided second-level support for IT staff members, resolving complex technical issues and escalations. Collaborating with cross-functional teams, senior leadership, and key stakeholders, we aligned efforts to achieve organizational goals and objectives.• Spearheaded the setup of IT operations for a new school and relocated the IT infrastructure for the organization, overseeing the entire process from installation to online activation, saving ~$100K by leveraging in-house resources and expertise.• Achieved substantial cost savings of $700K by implementing rigorous budget management strategies, meticulously reviewing all vendor and managed services and eliminating or renegotiating contracts for cost optimizations.• Significantly elevated organizational operations by spearheading the new service desk solution ZOHO to streamline and modernize all service ticket processes realizing savings of $20K Show less

Company / Organization: BLUE STAR TECHNOLOGYPosition / Title: Support ManagerDates of Employment: 2017 – 2018Description: In 2017, I was promoted by Blue Star Technology to lead a team of 5 service desk staff members, overseeing the delivery of Level 1 and Level 2 services to both internal and external clients. I provided ongoing support and guidance to team members, identifying areas for improvement, and implementing training initiatives to enhance performance and skill… Show more Company / Organization: BLUE STAR TECHNOLOGYPosition / Title: Support ManagerDates of Employment: 2017 – 2018Description: In 2017, I was promoted by Blue Star Technology to lead a team of 5 service desk staff members, overseeing the delivery of Level 1 and Level 2 services to both internal and external clients. I provided ongoing support and guidance to team members, identifying areas for improvement, and implementing training initiatives to enhance performance and skill development. I also collaborated closely with the CEO on IT-related initiatives and projects, aligning departmental goals with overall organizational objectives to drive business success.• Transformed service desk operations by implementing efficient processes and procedures, achieving a significant reduction of ticket backlog from hundreds to under 10 at all times.• Served as project manager for Office 365 conversion projects for Chicago Communications and Ventec USA. Show less

Project - Office 365 Conversion - Ventec I planned all the key components of the project, assigned the appropriate resources and timelines, and executed the plan with success.• Managed stakeholder’s (Rhett Stenzel) expectations. Tracked and managed all IT project issues.• Tested completed product based on stakeholder specifications.• Maintained/updated critical timeline as designated by stakeholders to meet project deliverables

Project – Office 365 Conversion – Chicago Communications • I planned all the key components of the project, assigned the appropriate resources and timelines, and executed the plan with success.• Managed stakeholder’s (Joe Sopron) expectations. Tracked and managed all IT project issues.• Tested completed product based on stakeholder specifications.• Maintained/updated critical timeline as designated by stakeholders to meet project deliverables

Company / Organization: Position / Title: Tier 2 Service Desk EngineerDates of Employment: 2017Description: As tier 2 service desk engineer, I oversaw multiple tiers of support for all new, in-progress, and escalated tickets through the PSA/CRM system, ensuring timely resolution and adherence to service level agreements (SLAs). I provided tier 2 support for project implementation, troubleshooting, and diagnosis of technology systems. I also assumed ownership of first and… Show more Company / Organization: Position / Title: Tier 2 Service Desk EngineerDates of Employment: 2017Description: As tier 2 service desk engineer, I oversaw multiple tiers of support for all new, in-progress, and escalated tickets through the PSA/CRM system, ensuring timely resolution and adherence to service level agreements (SLAs). I provided tier 2 support for project implementation, troubleshooting, and diagnosis of technology systems. I also assumed ownership of first and second-level vendor management duties.• Proactively addressed ticket backlog, significantly reducing the number of open tickets from hundreds to just ~4, demonstrating a commitment to efficiency and customer service excellence. Show less

Company / Organization: WEBIT SERVICESPosition / Title: Tier 2 Service Desk EngineerDates of Employment: 2016 – 2017Description: As tier 2 service desk engineer, I provided Tier 1 and Tier 2 level support for Webit Services, troubleshooting, and resolving desk tickets in an environment comprising over 1100 workstations and 500 servers, ensuring minimal disruption to operations. I oversaw Network Administrator scheduling for monthly on-site visits, coordinating with clients and… Show more Company / Organization: WEBIT SERVICESPosition / Title: Tier 2 Service Desk EngineerDates of Employment: 2016 – 2017Description: As tier 2 service desk engineer, I provided Tier 1 and Tier 2 level support for Webit Services, troubleshooting, and resolving desk tickets in an environment comprising over 1100 workstations and 500 servers, ensuring minimal disruption to operations. I oversaw Network Administrator scheduling for monthly on-site visits, coordinating with clients and ensuring timely completion of scheduled visits.• Implemented a triage process and documented standard operating procedures (SOPs) for Tier 1, 2, and 3 ticket resolution, streamlining workflows and expediting issue resolution.• Enhanced infrastructure reliability and performance by revamping server rooms and preparing systems for deployment. Show less

Company / Organization: WRK MANAGEMENT ( DBA ORC ProTel)Position / Title: IT DirectorDates of Employment: 1995 – 2016 Description: At WRK, I directed IT operations and provided comprehensive leadership and oversight to the IT department, managing 10 direct reports. I oversaw all aspects of IT infrastructure, hardware, software, and database management for client-facing roles. I collaborated closely with clients, team members, and satellite offices to assemble and configure… Show more Company / Organization: WRK MANAGEMENT ( DBA ORC ProTel)Position / Title: IT DirectorDates of Employment: 1995 – 2016 Description: At WRK, I directed IT operations and provided comprehensive leadership and oversight to the IT department, managing 10 direct reports. I oversaw all aspects of IT infrastructure, hardware, software, and database management for client-facing roles. I collaborated closely with clients, team members, and satellite offices to assemble and configure systems for databases and data processing.• Significantly improved productivity and enhanced reporting capabilities by converting contact center software (SER) to Interactive Intelligence across all 5 locations.• Spearheaded the setup and expansion of IT infrastructure to multiple racks of servers and equipment, including building and installing servers from scratch, achieving $200K in savings. • Served as project manager for multiple projects, including call center software conversions, satellite call center breakdowns, and satellite call center installations. Show less