Technology Services Delivery:Global IT head managing 185 global FTEs (supporting 18k FTEs) reporting to the CIO to dynamically assess, triage and implement a greatly needed overhaul to aged and unsupported infrastructure incapable of sustaining rapidly growing business need. Pivot seamlessly as the “face-of-the-brand” leader between executive management, clients, technology partners and internal staff to balance business to technology need.Innovation & Strategy:Champion systems integration from several mergers & acquisitions and rapid organic growth. Capitalize on applicable global technology trends in digital transformation and RPA (robotic process automation). Effectively assign resources for maximal ROI that balances the business needs of closely managed capital and operational expenses. Own the process engineering of all IT standards, policies and procedures supporting the compliance to internal and external security standards.

Infrastructure Re-ArchitectureServe as the infrastructure head managing 30FTE reporting to the CIO to dynamically assess, triage and implement a greatly needed overhaul to aged and unsupported infrastructure incapable of sustaining rapidly growing business need. Pivot seamlessly between executive leadership, outsourced vendors, technology partners and internal staff to balance business to technology need. Spearhead functional and organizational consolidation in breaking down silos and grow operational and technical efficiency. Lead and manage multi-disciplinary teams delivering measurable, highly efficient uptime meeting or exceeding client SLAs. Evaluate and manage KPI & NPS. Grow team loyalty, cohesion, and communication. • Implemented converged infrastructure technology in VCE Vblock to eliminate segmented and aged technology currently in use and incapable of sustaining current business need offering an initial 150% performance increase to 175 virtualized applications across 500 VMs.• Upon completion of a full telephony & dialer discovery, recommended and currently in progress of migrating an on-premise Aspect telephony platform to a Five9 hosted cloud solution with high availability, extremely nimble scalability and an initial operational excellence running close to 99.925% availability from a former 92.3%.• Re-architected an entry-level WAN infrastructure by implementing a multi-carrier diverse MPLS network, geo-diverse data centers and Cisco ASR 1001-X OTV capabilities for high availability, load sharing, disaster recovery that stabilized uptime to 99.99%Strategic IT LeadershipQuickly established as the go-to leader and face-of-the-brand for IT Infrastructure transforming the department to operate with a culture of high-energy, resolve, pro-activeness, and diligence based on core ISO 27001 principles.

Strategic IT LeadershipOwn global support & technology, serve as the "Face of IT" with vendor, client & executive leadership, directing ISO 27001 based technology management for 24x7x365 global contact and network operation centers. Partner directly with executive management and C-Level executives, ensuring buy-in from both technical / non-technical stakeholders within current operations and new business RFPs. Spearhead functional and organizational consolidation, break down silos, and grow operational and technical efficiency. Lead and manage multi-disciplinary teams delivering measurable, highly efficient uptime meeting or exceeding client SLAs. Evaluate and manage KPI / KRIs. Grow team loyalty, cohesion, and communication. Lead and manage internal / external change. Create consensus and stakeholder buy-in for major organizational transformation. Build and implement solid business continuity protocols. Develop wiki group collaboration with integrated document process versioning to enable seamless transfer of project tasks between team members. Overhauled the methodology of thinking throughout the entire Xerox IT organization to place end users first by effortlessly connecting with their need and following through with resolve. IT Innovation & DirectionChampion systems integration from mergers & acquisitions and rapid organic growth. Capitalize on applicable global technology trends. Effectively assign resources for maximal ROI that balances the business needs of closely managed capital and operational expenses. Own the process engineering of all IT standards, policies and procedures supporting the compliance to internal and external security standards.

Strategic Leadership/Change ManagementSpearheaded corporate IT budgets, and managed all vendor relationships. Built high-performing, high-morale, self-managing teams that function well in complex environments, including recruitment, training, and mentoring. Grew team loyalty and cohesion, enhanced communication, and dramatically increased efficiency. Led and managed both internal external change processes. Partnered directly with senior management, ensured buy-in from both technical and non-technical stakeholders, and worked effectively within client procedures and processes to ensure positive technical and cultural change. Evaluated and managed risk. Build business and brand awareness through delivery of world-class project services.Technical/Project ManagementLead IT strategist, with overall responsibility for the long-range direction of technological planning and development. Gathered and developed client requirements, proposed solutions, and spearheaded implementation and support services. Effectively tracked and managed all trouble issues for client side support/internal status reports. Spearheaded 3rd tier support and high profile technical implementations. Documented systems and procedures, and managed workflow. Architected help desk structure/systems, security, and disaster recovery systems/plans. Recreated and built multiple IT Departments, implemented best practices, and developed proactive, not reactive, approaches to IT issues and challenges.

Managed $500K budget allocated to hardware, integration of web processes, training, and change management. Authored and implemented all IT related policies and procedures. Developed disaster recovery solutions, and implemented internal operations guidelines. Reduced overhead through implementation of internal help desk tracking and management, to quantify employee time management.• Slashed total data center costs by 40%.

Spearheaded streamlining of all IT systems in accordance with ISO9000 standards. Provided second tier technical support. Led security audits on internal and external threats to corporate information and security. Launched first internet/PC product line. Managed international product development design between Korean manufacturers and state side software developers. Directed implementation of new onsite data center. Led implementation of remote dial-up access via SecureID logins, allowing sales force to immediately access customer data, inventory, and sales reports from any land-line.• Grew digital product sales by 35%.• Delivered data center within strong budgetary constraints.• Developed Audiovox’s first viable MP3 Player.