Management of over 40 Support Techs supporting 17,000 desktops, laptops and peripheral devices. Selection and hiring of new staff, project planning, daily operational support and resource allocation for 5 hospitals, multiple clinics and corporate offices. Create metrics and reporting utilizing ServiceNow, Excel, PowerPoint and Office365. Vendor and contract management. Product evaluation and recommendations for streamlining processes and improving workflows. Rounding of hospitals and clinics to determine workflow effectiveness and communicate IS initiates. Key Projects and Achievements• Effectively managed, prioritized and tracked a multi-million-dollar 3 phase 2-year enterprise Epic EMR hardware device rollout of over 12,000 monitors and peripheral devices. This included Panasonic document scanners, e-signature pads, Magtek credit card readers, WOW carts, printers and cameras. Proactively managed timelines, empowered team members, and generated metrics to monitor progress and directly lead on site teams.• Directed the yearly 2.1-million-dollar annual enterprise hardware refresh. Coaching and mentoring team members, tracking, communications, life cycle management and disposition of equipment. Ensured project milestones were completed on time ensuring customer satisfaction in a 24/7 healthcare environment.• Utilized data driven metrics in Remedy and Service Now to track incidents, tasks, customer call back (CCB) and service level agreements (SLA). The metrics resulted in a redistribution of team members increasing productivity and reducing the need for augmentation of staff. • Resource management of tier II remote support services and field support staff at hospital and clinic locations. This included running daily team SCRUMS, tracking statistic’s utilizing MDI boards, holding biweekly in person and remote team meetings utilizing Skype and Microsoft TEAMS.

Acting as key liaison with clients, effectively managed service agreement and ensured customer satisfaction by fostering productive working relationship. Communicated with all levels of management and employees to identify problems and coordinated required resources to speed resolution; partnered with internal support to streamline existing processes and procedures. Managed client server operations and product testing. Collaborated with sales and support teams in developing revenue generation strategies and tactical product plans.Key Achievements: • Identify, recommend, and implement improvements in existing processes and procedures. • Provide proactive communication regarding program information, supportability issues and strategic product plans. •Spearheaded rollout and implementation of McAfee MA 4.0 to customer desktops, equipping client with most recent version, proper system hardware and troubleshooting documentation • Create monthly and quarterly Executive Summary Reports and host conference calls between customers and McAfee to review issues and lessons learned during roll outs. • Enhanced productivity at client location by supporting development of internal Wiki page, providing employees a resource for easily referencing known issues • Oversight and management of installation troubleshooting, upgrading with client server operations. • Testing of products prior to implementation using VMWare. Products included EPO 4.0, AntiVirus, AntiSpyware, and additional McAfee security products. •Strategic planning and revenue generation working with sales and support teams.

California Bank & Trust, San Diego, Ca. May 2000 to May 2008Process planning, staff management and direction, design and integration of software and hardware systems. Perform research of products for current and future technologies. Work with cross-functional teams to ensure proper project and system implementation, process management, compliance and security requirements. Provide the most effective and comprehensive services possible to the end users. Present written and oral communication to executive management on business strategies and deliverables. On going process support of projects after completion including day to day operations, upgrades and patches.Key Projects and Achievements• Selection, vendor management and contract negotiations for Bindview enterprise security solution. Process management of Bindview to enforce information security polices, including Gramm-Leach Bliley Act (GLBA) and Sarbanes-Oxley (SOX) compliance. Cost savings of $109,000 through direct price negotiations with the security vendor. • Manager for McAfee AntiVirus Enterprise Merger- This consisted of Merging 4 EPO systems, policies and SQL databases across 8 states with 15,000 nodes. • Oversight and management of statewide migration from Novell 4.11 to Novell 6.0. This project included 125 new servers at 100 locations. • Researched and recommended implementation of mandatory purchasing of refurbished printer cartridges. This resulted in an annual recurring savings estimated at over $40,000. • Selection, planning, deployment and support of corporate technology infrastructure and applications.• Improved techniques used for server backup and disaster recovery planning which included implementation of a new software backup system.• Assisted with budget forecasting for Information Technology.• IDW (Interim Data Warehouse) Project: Work with management, programmers, DBA, and systems engineer on hardware, software, storage and backup issues.

Management of direct reports, contractors and City College IT administrative staff. Responsible for all aspects of information technology management at San Diego City College. Managed both the City College and SCT information technology staff on campus. Served as IT Manager/liaison between City College and SCT Corporation. Scope of position was expansive and included direction, design, implementation, support, planning, administration and management.Key Projects and Achievements• Supported multiple Windows NT, Novell 3/4/5 servers and 600 plus desktops in the administrative and instructional programs.• Master planning and budgeting of technology needs for hardware and application software with campus management.• Project Manager for Microsoft Outlook roll-out including over 1000 desktops at 3 college campus locations (City, Mesa and Miramar College). • Oversight of Y2K certification on all campus hardware.