Andrea H. Email & Phone Number

Tampa, Fl, Us

United States

o Assume leadership position to drive a consistent and consolidated technology solution. Understand the company’s business plan, functional areas, and associated technologies.o Evaluate current infrastructure, identify technology trends and the competitive landscape to assess opportunities and leverage technology advancements, in an effort to build a strategic architecture to modernize, secure and standardize IT infrastructure technologies, processes and tools.o Initiate and define Curia’s OT and IT infrastructure technologies in alignment with the industry leading designs in the areas of: LAN/WAN/SAN, Voice, Security, Compute, backup DR and virtualization in a hybrid environment (both on-premises and in the cloud).o Develop roadmap through the design and deployment of the strategic infrastructure that are confirmed through cost-benefit analysis, and alignment with vendor technology standards and roadmaps.o Influence leader's decision and communicate strategic knowledge related to infrastructure technology trends and solutions that meet user needs and network requirements with Technical Teams, Business and C level executives.o Support internal business units, technology teams and individuals to design and implement the strategic vision.o Design effective IT Service Delivery Models that incorporate new technologies and services into day-to-day operations and support to ensure a world-class service experience for our clients.o Provide guidance, coaching and oversight to engineering and IT teams.o Maintain external vendor relationships that can be used to leverage, and influence technology decision-making.o Plan and manage IT department financial $5M, CAPEX, OPEX, budget, asset management, expense track, including creating business cases, conducting cost/benefit analyses for IT spend and initiatives, and making recommendations for adjustments to align with evolving business requirements and priorities.

United States

o Perform network assessments and create Curia global IT network department strategy.o Direct a global team of network engineers with sites located in USA, Europe, Asia and remote locations to standardize, secure, and manage Curia’s physical and virtual networks.o Direct planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and operational oversight for network solutionso Manage ticket resolution with strict adherence to network operations.o Liaise network enhancement projects with the OT Engineering and the business and initiate the IT/OT architecture design.o Develop and refine standard operating procedures with control mechanisms to ensure seamless integration and delivery for network operations.o Ensure accountability for identifying and enforcing engagement deadlines, schedules, and services while managing direct and shared resources to meet client requirementso Coach, mentor, and motivate team members, and influence them to take positive action and accountability for their tasks.o Improve IT Network vendor connections and remain current with new and existing best practices to innovate network operations to industry standards and accepted norms.o Identify operational strengths and weaknesses to reinforce deliverable objectives and create strategies for additional improvemento Collaborate, recommend, and assist with implementation of new tools, technologies, and processes to enhance operational efficiency and market differentiationo Define milestone driven roadmap from baselined operations or gaps, and implement strategic initiatives targeted to improve process and tools based on industry leading frameworks.o Plan and manage department’s financial, CAPEX, OPEX, budget, asset management, expense track and P&L.

o Build and create a new Service Delivery and Assurance department to fulfill a stronger alignment between IT and the business.o Improve service delivery and customer satisfaction by 20%.o Design service assurance and quality control procedures and manage the quality control team.o Define and enhance the processes to align with the ITIL V4 practices such as service request management, incident management, problem management, change management...o Define and create reports on Continual Service Improvement CSI critical success factors (CSFs), key performance indicators (KPIs) and CSI activity metricso Ensure that CSI activities are coordinated throughout the service lifecycle.o Propose new tools to measure network and customer performance.o Design and manage SLA targets for new services. o Build the company’s asset management through process creation guidance and auditing. o Work on GDS’s processes and procedures to become ISO 97001.o Ensure that all knowledge items are made accessible to those who need them in an efficient and effective manner.o Plan and manage support for knowledge management tools and processes such as SharePoint and openKM.o Encourage people throughout the service provider to contribute knowledge to the service knowledge management system (SKMS).o Set direction and provide a framework through which improvement objectives can be delivered.o Develop and manage a new DevOps department for in-house applications’ building, design workflow and write spec documents for new tools implementation to combine the company’s service desk and reduce manual work. As well as managing a chatbot project creation. o Exposure to DevOps tools such as Docker, Kubernetes, ELK stack, etco Plan and manage support for service testing and validation tools and processes throughout the service lifecycle.o Plan and manage the technical department’s financial aspect: CAPEX and OPEX budget, asset management, expense track and P&L…

o Manage the service delivery team in charge of the customer and network infrastructure deployment.o Manage a team of 40 personnel including supervisors, technical members, and support engineers.o Recognize the training requirements for personnel and provide coaching where applicable.o Supervise the well-being of all staff in terms of their working environment and conditions of employment.o Evaluate the individual performance of the personnel.o Overview the department’s weekly tasks. o Resolve conflicts in agenda between team members.o Follow up on escalation for support.o Monitor cases and propose definitive workaround for recurrent problems.o Account for network defects and outages to resolution.o Supervise/approve new sites acquisitions (including contract negotiations).o Evaluate new products.o Handle the procurement, logistic and asset management along with the orders with suppliers (preparation, shipment coordination, price, and contract negotiations). o Create inter and intra departmental procedures.o Plan and manage the operation department’s financial aspect: CAPEX and OPEX budget, asset management, expense track and P&L…

Greater Boston Area

o Interface with management and vendors to develop and implement new solutions to meet business requirements. o Apply complex design principles and methodology to ensure cost-effective and optimal use of resources and technology without jeopardizing network integrity. o Evaluate alternative technologies and architectures in relation to FairPoint Communications’ infrastructure needs. o Design and manage the rollout of critical network infrastructures to support FairPoint Communications’ products and services, on both a strategic (long term) and tactical (immediate term) level.o Perform analytical, technical, cost analysis and CAPEX development work in the planning, design, installation and on-going administration and management of FairPoint Communications’ core data, broadband and softswitch (VoIP) networks.o Ensure that network infrastructure is fully documented and performing as required for internal and customer SLA guarantees and expectations by means of specific metrics and measurements.o Provide technical expertise and support to Operations in the ongoing maintenance and surveillance of related networks and applications.o Provide technical expertise to Product Development to develop new product strategies and enhance existing product sets.

Greater Boston Area

o Monitor the network performance.o Optimize the network, improve the quality, and enhance the coverage and capacity.o Analyze the network to relieve bandwidth capacity congestions, identify the solution and plan for future growth.o Plan the IP capacity usage.o Manage network equipment and card inventory.o Create reports to enhance and help achieve our team planning function.o Create plans and method of procedure documents to upgrade and move legacy circuits and equipment to the new Network Next Generation network.

Greater Boston Area

o Build and maintain new offices, and company’s EXPO wireless, wired, voice and video network.o Perform advanced configuration and maintenance of routers, switches, RiverBed, Ineoquest, DeltaPath and other types of networking and voice equipment. o Perform network technology vendor evaluations. Researches and defines equipment specifications. o Perform an IT Project management role, in managing contractors, planning, coordinating, and executing major/large-scale network projects, such as: critical maintenance, large-scale migrations, and technology changes/additions/upgrades. o Develop service specifications, internal standards, and policies and procedures to adapt to evolving technology and business needs. o Participate in the development of the network support staff documentation.

Greater Boston Area

o Proactively monitor and resolve network problems, including adding and removing necessary configurations.o Troubleshoot wide area network connectivity issues to the application port of various servers on client local area network.o Configure equipment to meet customers’ demands.o Work with international and domestic Telco vendors to resolve circuit issues.o Manage conference calls and interactively work with business units.o Experience on the Data center with Virus Detection and Disaster Recovery.

o Troubleshoot and resolve elusive customer network problems and difficulties. o Prepare for the new network technology strategy and implementation recommendations.o Upgrade the configurations to meet increasing customer demands.

o Programming using C and C++

Oxford Executive Leadership Program, Leadership, 97.3%

Master'S Degree, Telecommunication And Computer Engineering

Bachelor'S Degree, Sciences: Physics/Electronics