Leading a high-performing team in a dynamic MSP environment, delivering comprehensive IT solutions to diverse clients across multiple industries. Serving as the primary resource for Tier 3 escalations, vendor management, project oversight, and security and compliance initiatives. Proven ability to align IT strategies with business goals while ensuring operational excellence and regulatory adherence. - Directed complex IT infrastructure projects for multiple customers, including system migrations, upgrades, and cloud implementations, achieving minimal disruption and seamless alignment with strategic goals.- Designed and enforced robust cybersecurity policies, ensuring compliance with HIPAA, FTC, and PCI standards across client environments.- Spearheaded governance improvements, streamlining client onboarding processes and enhancing security compliance frameworks for long-term reliability.- Developed and delivered comprehensive cybersecurity awareness training programs, empowering client staff to proactively identify and mitigate risks.- Conducted gap analyses on client physical and cloud security policies, implementing improvements that closed vulnerabilities and fortified client systems.- Recruited, mentored, and led a skilled team of engineers and helpdesk staff, fostering a culture of innovation and continuous improvement in IT service delivery.- Partnered with vendors to optimize resource acquisition and service quality, negotiating contracts that reduced costs while exceeding performance benchmarks.- Enhanced operational efficiency through proactive maintenance programs and centralized monitoring solutions, reducing unplanned downtime and improving system performance.

Led the implementation and governance of the Sensitive Data Loss Prevention (DLP) and Data Classification programs, ensuring alignment with high-level InfoSec and regulatory standards. Orchestrated data development cycles, championed cloud governance, and continuously innovated solutions to enhance data protection and organizational knowledge.- Spearheaded the Sensitive Data Loss Prevention (DLP) and Data Classification Programs.- Orchestrated the Data Development Life Cycle Program and championed Cloud Data Governance Team.- Established the strategic deployment of Classification solutions for various platforms. - Ensured the design, testing, implementation, and maintenance of business solutions aligned with the stringent Sensitive Data Management and InfoSec standards and Risk frameworks.- Conducted gap analysis on existing DLP policies and proactively recommended improvements and solutions to bridge identified shortcomings.- Rigorously uphold controls to surpass internal, external, and regulatory (OCC, FFIEC, and/or FDIC) audit standards.- Deep expertise in business continuity coupled with thorough understanding of privacy regulations, including CCPA and GDPR principles.- Cultivated knowledge within the organization by providing focused training and road shows on DLP and Classification tool functionalities, benefits, and practical applications.- Solidified the alignment of DLP and Classification capabilities with USAA's published SDM and Info Sec standards by creating and disseminating clear, actionable requirements and auditable controls.- Piloted the research and rapid deployment of a tactical Classification solution catered specifically for the MAC and mobile platforms.- Streamlined project management tracking and coordination using tools like Rally, Jira, and Clarity.

Oversaw comprehensive IT operations for 16 U.S. call centers, leading strategic migrations, enhancing third-party collaborations, and significantly reducing work stoppage incidents. Directed extensive hardware and software upgrades, and fortified security and compliance measures with third-party suppliers.- Championed the Sustainment Leadership role as the Subject Matter Expert. - Presented a comprehensive monthly 3rd Party SLO scorecard, showcasing the performance metrics for all 3rd Party Suppliers in terms of IT availability, and leading the reconciliation process for 3rd Party RCA.- Directed and successfully completed multiple software and hardware upgrade projects for over 9,000 workstations across 16 U.S. facilities, ensuring timely delivery within the set budget. - Steered the resolution process for Call Center Problem Tickets. - Shouldered the responsibility of providing 24/7 on-call support for 16 call centers catering to 9,000 active users, while leading a team of nearshore (Guadalajara, Mexico) and offshore (India) contracted resources.- Organized the implementation of the Cisco VOIP migration project with third-party suppliers, ensuring seamless communication transitions.- Piloted the strategic migration of chat-based platforms, transitioning from eGain to Salesforce to improve user experience and functionality.- Fortified business relationships with 3rd party call center suppliers, acting as the primary IT point of contact and ensuring smooth collaboration.- Executed meticulous onsite Security Audits, ensuring that third-party call center providers fully adopted USAA’s stringent Security and Compliance standards.- Embarked on strategic “Boots on the Ground Tiger Team” site visits to Third Party suppliers, optimizing the MSR experience through collaborative efforts with various USAA and 3rd Party teams.

- Coordinated Tier 2/3 escalation support for 16 call centers and over 9,000 workstations.- Championed the migration from Avaya to Cisco Jabber.- Forged business relationships as the primary IT liaison for all 3rd Party Call center communications.- Conducted rigorous on-site security audits, guaranteeing that USAA Security and Compliance standards were meticulously upheld by third-party call center providers.- Rendered on-call expertise in rotation, swiftly responding to USAA and 3rd Party Major Incidents.

Steering IT infrastructure evolution, guiding helpdesk, engineering, and database specialists, while fortifying adherence to stringent security and compliance benchmarks.- Served as the primary communicator for all IT initiatives, ensuring transparency and alignment with executive management and the board of directors.- Steered the development and maintenance of IT infrastructure.- Recruited and mobilized a team of helpdesk, engineers, and database experts.- Instituted an IT Change Management process and Governance procedure programs.- Enforced rigorous HIPAA awareness, training, and auditing, fortifying IT systems and sustaining stringent HIPAA and PCI security standards across all networks.- Championed 12 groundbreaking build and acquisition projects, conducting meticulous onsite evaluations for hardware, software, regulatory compliance.- Helmed the design, deployment, and maintenance of an EMR software rollout, in close collaboration with an offshore third-party development team, establishing clear SLO, SLA, and SLI benchmarks.- Mediated and resolved high-priority incidents with the development team, ensuring swift software deployments and upgrades.- Cultivated and deepened vendor relationships, optimizing resource acquisition and ensuring best value for the organization.- Architected the overarching Corporate IT budget strategy, and tailored specific site budgets, optimizing resource allocation and financial forecasting.- Pioneered the transition from legacy phone systems to cutting-edge VOIP, achieving a remarkable 90% reduction in internal telecommunication costs.

Directing pivotal IT initiatives, advancing infrastructure evolution, orchestrating team synergy and deployment, and fortifying top-tier security and compliance across all network systems.- Served as the primary communicator for all IT initiatives, ensuring transparency and alignment with executive management and the board of directors.- Recruited and mobilized a diverse team of helpdesk, engineers, and database experts.- Steered the development and maintenance of IT infrastructure.- Enforced rigorous HIPAA awareness, training, and auditing, fortifying IT systems and sustaining stringent HIPAA and PCI security standards across all networks.- Championed 12 groundbreaking build and acquisition projects, conducting meticulous onsite evaluations for hardware, software, HIPPA, and PCI compliance.- Helmed the design, deployment, and maintenance of an EMR software rollout, in close collaboration with an offshore third-party development team, establishing clear SLO, SLA, and SLI benchmarks.- Mediated and resolved high-priority incidents with the development team, ensuring swift software deployments and upgrades.- Cultivated and deepened vendor relationships, optimizing resource acquisition and ensuring best value for the organization.- Architected the overarching Corporate IT budget strategy, and tailored specific site budgets, optimizing resource allocation and financial forecasting.- Instituted an IT Change Management process.- Pioneered the transition from legacy phone systems to cutting-edge VOIP, achieving a remarkable 90% reduction in internal telecommunication costs.

Company Assests Aquired from Sivage Homes

Company aquired by Sivage Homes San Antonio