Gilbert Garza Email & Phone Number

Horsens, -, Dk

Houston, Texas, Us

San Francisco, California, Us

The Customer Success Director (CSD) is ultimately responsible for ensuring the success of a portfolio of Salesforce enterprise customers. Bring Salesforce 's best ideas/practices, innovations, and capabilities to a portfolio of customers and match these to the customers' business goals, driving greater business value and executive alignment between Salesforce and the customer. Responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the Salesforce footprint.

San Antonio, Texas, Us

• Transformed the technology strategy, development and infrastructure with a focus on cloud-based computing to reduce operational costs and minimize downtime. • Set the vision and developed long-term strategies and policies for PMO, Change Management, Software Development Life Cycle, IT operations, Helpdesk, disaster recovery, and network. • Managed vendor relationships and IT budget with many large-scale projects completed to the satisfaction of the business. • Established procurement strategies to optimize technology spend across the organization and implemented procedures for tracking company assets (both hardware and software) to oversee quality control throughout asset lifecycle. • Collaborated with Senior Leadership to set the tone and expectations for the IT department to become more customer focused and business aligned.

San Antonio, Tx, Us

• Established and directed all IT strategic long-term goals, policies and procedures; determine long-term systems needs, application development, hardware acquisitions, and vendor negotiation/management. • Analyzed the needs of different departments and determines ways to meet business objectives by modifying existing or developing new information processing systems. • Established IT asset tracking strategies and procedures to reduce risk and protect corporate investments.

Atlanta, Ga, Us

• Proven track record of providing overall direction to project team and managing client relationships supporting IT strategic direction, infrastructure and business alignment. • Selected to work on high-profile project to assist in implementing a time and motion study based management methodology and system at a major telecommunications firm, focused on improving productivity throughout several areas of business.

• Directed, managed and set strategic direction for all technology groups/staff responsible for the enterprise-wide infrastructure; including helpdesk, desktop integration, LAN, WAN, security, service support, service delivery, asset management, operations, business continuity, data base administration, compliance, architecture and system administration. • Supported all ERP applications both Oracle and “home-grown”; managed $12 million capital and $15 million operational budget. Developed and maintained metrics to measure current and historical organizational performance and forecast required changes to meet demand and growth.• Introduced, developed and implemented Change Management processes/procedures dramatically improving system availability (from over 60 hrs of downtime per month to less than 1 on average), while growing the number and scope of applications and users.• Established, led and put into practice Corporate and IT Security Policies effectively assuring three successful years of SOX/HIPAA/FDA/PCI third party audits.• Reduced corporate communications costs by almost one-half while expanding and improving access.• Dramatically improved service desk operational metrics, positively affecting customer satisfaction.• Led development of a new data center and move to new space without any unplanned downtime. • Established Infrastructure KPIs displayed on SharePoint site, so all team members can monitor performance.

San Antonio, Texas, Us

• Led a team of managers consisting of both permanent employees and contracted resources, responsible for infrastructure components as well as served as project management of all technology related aspects of a ERM (SAP) project. This project will eventually serve approximately 5000 users, altering processes with several software implementations, including SAP CRM, R/3 and BW. • Responsibilities include hardware architecture, evaluation, planning, selection, testing, implementation, desktop policies and solutions, software and interface development, database administration, and systems administration (UNIX, Intel and Citrix).• Led Infrastructure team, including architecture in SAP implementation for city services.• Established Disaster Recovery processes and procedures to meet 99.999% system availability.• Managed all aspects of SAP project management relating to hardware and network.• Pioneered large installation of Citrix to serve remote locations and mobile users, resulting in 50 server farm improving client service and performance.• Developed RFP and managed selection of automated testing tools used to improve testing and implementation of customized SAP modules and other in-house applications.

• Responsible for business development issues and initiatives involving a strategic Fortune 50 telecommunications customer, exploring ways to partner with the customer to use products and services in areas of IP, e-Business, e-Commerce and broadband access.• Directed marketing plans and product development efforts for Small Business DSL and Fiber to the Home projects.• Developed marketing plans to support sales team achieving $1.2 billion in sales in year one and $800 million in sales in year two (drop in telecommunications services after Sept. 11, 2001).• Integral team member in developing “fiber-to-the-home” trial in California, delivering voice, video, and internet services using Alcatel products.• Initiated a new product offering, using Alcatel products, targeted at medium to small business; resulting in an increase in revenue.

Dallas, Tx, Us

Mba, Telecommunications Mgt

Ba, Computer Science/Applied Statistics

Education record