Cliff D. Email & Phone Number

Houston, Texas, US

Sugarland, TX, US

In this position, I am able to help identify and fund location STEM initiatives in the Houston area. In last 3 years, SIM Houston has been able to donate over $500,000.SIM Houston is one of the 39 national chapters within the Society of Information Management (SIM), a professional networking and collaborative society of Chief Information Officers, Vice.

Houston, TX, US

Cloud Services Service Delivery Lead role leveraging a global team, focused on public cloud (AWS) and Private Cloud Operations Management. This includes bringing in new solutions, organic growth, projects, operations management including AWS Cloud Services, Citrix and CMDB management services (ServiceNow).

Houston, Texas, US

• As VP of IT, I was responsible for all aspects of credit union technology. During the first 50 days, I was asked to lead project to prepare for upcoming NCUA Cybersecurity exam. Highlights included:
• 11% to 100% - Moved domain 2 Threat Intelligence and Collaboration to FFIEC baseline compliance
• FFIEC Compliance - Moved 4 other FFIEC domains to 80% or more baseline compliance and developed a roadmap to achieve full FFIEC compliance within following12 months.
• Cost Savings o Negotiated 57% annual cost savings on Colocation Datacenter space o Negotiated $216k in annual network and telephony circuit cost reductions o Cancelled numerous IT Services no longer in use at the company

Houston, Texas, US

• Provided leadership and vision for IT Infrastructure including strategic planning of infrastructure systems. Direct all information systems delivery and maintenance including all IT infrastructure, network.
• Completed 100-day plan implementing fault tolerance, resiliency and added capacity moving IT from multiple unscheduled outages a week to a resilient environment poised for growth through acquisitions.
• Implemented first Service Management Ticketing System (ServiceNow) including separate and secure instances for IT, Digital Security and HR.
• Merged 3 separate business domains into a shared services model, centralizing key IT Services.
• Successfully implemented an offshore Infrastructure Operations Team reducing operational costs of routine IT run and maintain activities.
• Led the NIST800-171 Compliance Program protecting controlled unclassified information.

Oklahoma City, Oklahoma, US

• Managed IT Operations Team for initial Strategic Partnership standing up operations processes and staffed 100+ onshore and offshore resources in offices in Oklahoma, India, Mexico and Philippines. Developed and.
• Operational stand-up of new IT Strategic Partnership, including on and off-boarding and intake process.
• Ongoing management of the Global IT Operations team including both on-shore and off-shore contractors. Overall management responsibility of approximately 100 contractors.
• Introduced a service-oriented IT model through a newly formed service management office function. Designed and implemented first unified IT Service Catalog.
• Performed problem manager role quickly identifying root-cause of debilitating performance issues at off-shore location in Bangalore, India. Implemented a no-cost solution in one week.

Oklahoma City, Oklahoma, US

• Responsible to assist Process Managers in developing Process Guides and other artifacts including process training material enabling the stand-up and rollout of a new or updated IT process.
• Co-designed and implemented initial IT Service Management Framework, using CoBIT v5 and ITIL v3 as best practice guidelines, updating processes such as Manage Change, Manage Release, Manage Operations, Manage Problems.
• Served as initial Process Manager for multiple IT processes and trained each process owner on the roles and responsibilities of their role.
• Over a two-year period, led over 150 root-cause analysis activities, identifying and implementing hundreds of preventive actions, dramatically improving service availability and stability.

Oklahoma City, Oklahoma, US

• Led team of more than 40 employees and contractors managing a $25 million expense and capital budget.
• Managed team of System, Network and Telecom Engineers, Administrators, and System Analysts.
• Responsible for all Infrastructure Services, Data Center and all IT Services for off-shore and international locations.
• Co-developed the first highly available, global Citrix Farm, as part of our business continuity strategy, making critical business systems available during scheduled and unscheduled power outages.
• As Houston Data Center Manager, designed and delivered a 40% space expansion project increasing floor space, power, UPS, fire and suppression and cooling capacity.
• Part of design and implementation team for the co-location Data Center space in Calgary

• Worked closely with the Executive Management Team to design, develop, and implement the business support systems for home phone service and cellular divisions. Projects up to $1.2MM, hiring and staffing.
• Increased sales by 40% by delivering a consistent customer experience and implementing capacity planning approach
• Automated 30% of daily call volume, reducing operational costs by $2.5MM
• The Infrastructure Renovation Project improved service availability from 75% to 99% and call center employees improved their productivity by an average of 15%

• Worked in the IT Department and during my tenure I consistently grew in my role and responsibility (from IT Data Center Operator to IT Director). In a constant growth mode, I established, built and managed multiple IT.
• As Program Manager, delivered an early-mover competitive advantage with a customer rewards program, reduced maintenance costs, and delivered an improved customer experience via a Point-of-Sale (POS) system conversion.
• Responsible for successful Data Center Migration to new corporate office location including data center design, buildout, through move-in and stand-up of Data Center.
• Developed an automated HR system to replace manual HR system. Application produced a $1MM return on investment in first year.