Manage and develop Infrastructure team for both corporate and logistics delivery centers. Support and scale infrastructure and operations accordingly with fast pace growth of the company.Delivery management, planning and reporting tasks, manage outsourced IT services partner for continuous service improvement and SLA attainment.

Ownership of the relationship between Presidio and customer.Responsible for being the voice of both the customer to Presidio Managed Services Delivery and for Delivery to the customer.  Ensure alignment of the services provided and proactive continuous service improvement. Work with other Managed Services departments to maintain and improve customer SLO metrics.Manage Customer satisfaction via governance and oversight of all active workstreams/requirements.Meet agreed upon client deliverable schedules and manage expectations.Deliver Quarterly Business Review (QBR) to the client.

Work directly with VP of Global Service Delivery on daily achievements and strategy setting. Support daily server operations for McGraw Hill Education customer following ITIL framework. Assure accuracy of service cost and financial attainment. Part of the leadership team responsible for service delivery IT infrastructure, ie.e servers (private and public cloud and in-house), Middleware, Tooling, ITIL end-to-end Management.Work directly with customer senior leadership (VP, C-level) and Service Delivery Managers for Service Continuity, Process Improvement, and Delivery Excellence. Responsible for empowering and enabling ITIL vertical teams (Change, Incident, Event, and Problem managers/coordinators)Maintain SLA levels by being the escalation and decision point for Change, Incident, Event, and Problem management. Program and Project management for high visibility projects.Liaison between customer and internal senior leadership for major incident events (security related) and for major projects.Deployment within customer landscape of best practices, Automation, and AI projects.CertificationsIn progress: 6 sigma Yellow Belt certification in progressCertified: ITIL foundation 2011 PMP

I was asked to step in and help the account with their backup and storage services. While keeping my other account support tasks, I joined the team and helped with a major audit of the backup environment. Now I am disengaged and back to work fully on my initial assignment with McGraw Hill Education.- Managing Storage, Backup and Restore team for top 5 customer of Atos (fortune 500 customer) in the financial vertical.- Process definition and coordination- Program management for all Storage and BUR related projects - Customer relationship- Backup audit of entire server landscape (9,000+ jobs)

Support daily network and server operations for McGraw Hill Education customer following ITIL framework. Coordinate service delivery of network and server operations to 80+ sites worldwide and 2000+ servers located in data centers in US and Europe. Support Senior Director of network services and VP of service delivery on daily achievements and strategy setting. Assure accuracy of service cost and financial attainment. Work directly with customer senior management and Service Delivery Managers for Service Continuity, Improvement and Excellence. Maintain SLA levels by being the escalation and decision point for Change, Incident, and Problem management. Maintain service delivery alignment with ITIL standards and Atos Cloud services. Escalation point and decision making during change planning. Active member of Advisory Change Board.Certified 6 sigma Yellow Belt certification in progress ITIL foundation 2011 PMP VCE Associate

Support daily Cloud Infrastructure Services for Schlumberger following ITIL framework. Coordinate service delivery to sites worldwide and servers located in data centers in US and Europe. Support Service Delivery Manager and customer on daily SLA achievements and strategy setting. Assure accuracy of service cost and financial attainment. Work directly with customer senior management and Service Delivery Managers for Service Continuity, Improvement and Excellence. Maintain SLA levels by being the escalation and decision point for Change, Incident, and Problem management. Maintain service delivery alignment with ITIL standards and Atos Cloud services. Escalation point and decision making during change planning. Active member of Advisory Change Board.Manage worldwide IT factory/tower resources that provide cloud services at global distributed data centers.Responsible for improving North America processes to minimize cost and increase P&L bottom line profits. Coach and Mentor offshore and onshore teams on ITIL process framework aligned to US business delivery model.Interface between North America resources and Global team located in Europe, India, South America and Asia.Certified ITIL foundation 2011 PMP VCE Associate

Interface between customer, account management and IT factory/tower resources on verticals: Network, Security and Communication Services. Manage the support of 10 accounts in the Financial, Government, Transportation, Oil Field, and Health sectors. Top activity accounts – Federal Home Loan Bank Seattle, Horizon Lines, FirstGroup Americas, Catalent Pharma, and City of San Diego.

Responsible for managing customer and Atos on premise teams during transition and transformation project. Areas: Network, Middleware, Wintel, Linux/Unix, Storage and Backup.Responsible for talent acquisition.Responsible for processes and procedures definition and dissemination.

Service Delivery - Managed Operations Manager of Network Operations - 08/05 to 12/12 Chief Technology Advisor - 04/03 to 08/05 Manager of Software Applications Support - 04/03 to 08/05Responsible for an enterprise network with a 60 Gb backbone and approximately 300 network devices. Directly manage 3 network administrators and 2 infrastructure technicians.Minimized TCO of network services and increased network capacity and services provided.Established close relationship with other entities and boosted collaboration between agencies.Manage a data network OpEx of $ 500,000/year and average CapEx of $ 1 Million / year. One of five members of the County Wide fiber deployment management committee. An estimated $10 Million dollar project in partnership with FPL Fibernet.One of three members of the County Data Center design and deployment. A 2,000 sq/ft facility designed to house a private cloud, virtual servers, and a 10 Gb network backbone.One of four members of the VoIP upgrade project for 8,000 phone users.Support Program Manager with P&L reviews and allocation of budget and funds for network services.Identification and qualification of new business opportunities to increase footprint on customer account.Contract and Vendor management for several procurement services related to telecom, data and professional services.Work directly with Server Team to support design and deployment of Virtual Server Technology, Power and Cooling efficiency and move towards a Green Data Center approach.Foster relationship with other Service Delivery Teams located in different accounts.

After a successful acquisition of Siemens SIS, a new exciting IT journey begins.

I was transferred from Atlanta, GA office to be the Chief Technology Advisor for a US$ 30 Million outsourcing contract. Main goals were to be the liaison between the IT group and county departments and create the initial 5 years strategic plan for Lee County IT department.• Work directly with Operations Managers to identify strategic projects and create recommendations to county IT management.• Responsible for creating a five-year Technology Strategic Plan supporting customer’s IT business mission.• Developed a recommendation to refresh the network infrastructure to update 8 years old equipment and replace it with a network with a TCO of $ 4.5 million versus current $ 7.8 million. (57.7% savings).• Re-approximation and realignment of IT services to Business and department goals, specifically on larger departments that no longer trusted or relied on IT services.• Provided strategic and technical leadership, created plans, performed consulting and provisioned operational management services. Worked with customer management defining new IT strategies in line with business requirements of each county department.• Support senior management on possible new business opportunities identification.• Participate in the creation of a Project Management Office – PMO using PMI – PMBOK® - standards.• Managed and mentor application development and maintenance team during solution development and deployment. From specifications design, cost analysis, development of the technical and functional solutions, prototype creation, application programming, system testing, assistance with user acceptance testing, and support the transition to production. • Managed and supported database administrator (DBA) on maintaining and improving the current Oracle, MS SQL, Access and Sybase database environments.

Manage design and deployment projects related to business intelligence, business integration and automation.Manage project managers and resource allocated to projects.

Re-structure a software development team properly support customer needs. Procure resources to fulfill positions andmentor team to create process and procedures that allowed the team to be self-sufficient.Manage and mentor application development and maintenance team during development of solutions. Fromspecifications design, cost analysis, development of the technical and functional solutions, prototype creation,application programming, system testing, assistance with user acceptance testing, and support the transition to toproduction.Manage software application maintenance process, manage software application modification, performance testing,quality assurance, production monitoring, troubleshooting software problems and implement system requests.Manage and support database administrator (DBA) on maintaining and improving the current Oracle, MS SQL, Accessand Sybase databases.

Project and Account management for accounts located in LAN region (Latin America North). Delivery of billingsolutions for telecommunications companies.Manage revenue, resources, project deliverables for 7 accounts located in Latin America North region (Colombia,Ecuador, El Salvador, Mexico, Caribbean, and 1 North America Account – Nextel International)Support Business Unit Manager on downsizing operations. Move services to regional offices located in Mexico, Braziland Chile. Support local Business Unit manager during transition of services and accounts.Support Business Unit Manager on responses to RFPs related to Managed Services for Billing, Provisioning andCustomer Care solutions for wireless carriers in North America.Coordinate resources worldwide (Americas, Europe and Asia) to deploy services and software changes for LANcustomers.

Assist Professional Services Business Unit Manager to identify corporate solutions. Present a “Go-to-Market”approach for the solutions.Coordinate effort to improve sales visibility into Technical Consulting (TC) services. TC had a year revenue of $ 3Million dollars with 10 consultants.Design, develop and deploy a marketing and content website for the Professional Services team. Website presentedteam, services and solutions.Work on responses to Request for Proposals (RFPs) for projects ranging from $ 100k to $ 500 Million.Support Business Unit Manager managing resources allocated to projects (e.g. Schlumberger SINET-2 – MPLS high secure networkand Technical Services Team – Latin America North Customers).

Manage team of Software Architecture (3 employees), Software Engineering (35 employees), Software QualityAssurance (15 employees), Software Assembly (5 employees), IT Services – server/e-mail support (3 employees).Assist General Manager on shutting down operations at Miami office. Personnel selection, coordination of placementservices for laid-off employees. Services and team from Miami office were consolidated to an office located inAlpharetta GA.Maintain support to Local Regional Offices in Latin America for: Software Architecture, Engineering, QualityAssurance, and Software Assembly, during office consolidation.

Set direction and implement changes to align team performance to senior management goals.Procurement of tools and personnel to achieve adequate ratio – Account x Software Engineers.Assure adherence of Software Development team to ISO 9001 process.Manage team of Software Architecture (3 employees), Software Engineering (35 employees).Coordinate the integration of the Software Engineering team in Miami into Latin America local offices.Coordinate knowledge transfer of BSCS (Business Support and Control System) system to local regions.Create a personnel portfolio containing Skills and Availability of team to be used by senior management / sales andmarketing.Restructure Software Development teams to better align skills and knowledge to customer needs and corporate goals.Coordinate a worldwide resource pool of developers to develop solutions, software changes and quality control forLatin American customers.

Coordinate resource allocation inside customer accounts.Procurement of personnel to achieve adequate ratio – Account x Software Engineers.Perform software development.

Perform full Software Development Life Cycle (SDLC), system Analysis, Design, Development, Deployment, Testand Operations Maintenance.Manage and Coordinate software developers and consultants’ allocation inside customer accounts.