Lead the technology vision, IT strategy, roadmap, and Agile teams supporting call center service solutions for DTC Healthcare clients. Accountable for the full scope of Solution Delivery; Application Development & Maintenance; Enterprise Data Management; Network Infrastructure and Cloud Services; Customer Experience; Vendor/Partner Management; and Cyber Security posture. Hire, train, and mentor a staff, and manage an annual budget.Senior IT Leadership═════════════════» Designed the organizational structure and introduced a comprehensive information security, risk-based architecture roadmap to ensure integrity of organization-wide information/data assets, proprietary information, and related intellectual property.» Serve as a change agent to drive forward improvement initiatives with the primary owners, define critical success and failure factors and measure achievement of initiative outcomes.» Determine long-term organization-wide information technology needs and develop overall strategy for systems, software application development, and hardware acquisition.Project & Staff Management════════════════════════» Lead Agile and Scrum teams to optimize their product feature delivery and align intelligent functionality to accelerate value creation fostering a culture of innovation, collaboration, and excellence.» Oversee project delivery, identify issues, and implement solutions ensuring high-quality outcomes and customer satisfaction.» Proactively review active initiatives to ensure they are on track to deliver the expected results. Navigate project roadblocks and mediate between IT and business partner priorities.» Develop intelligent systems to integrate MailChimp with the CRM and fully optimize email campaigns.» Address security implications in the software acceptance phase including completion criteria, risk acceptance and documentation, common criteria, and methods of A/B testing, and production deployment.

Provided overall strategy for the direction and culture of the entire IT department of this health and wellness product D2C company. Responsible for the support and delivery of enterprise infrastructure and IT services in support of corporate headquarters, packaging and distribution center, and virtual call center with 1500+ users. Areas of responsibility encompassed application development, business continuity planning, infrastructure design, risk management, resource allocation, desktop services, CRM/phone system, capital projects, network security systems, and disaster recovery. Hired, trained, and mentored departmental staff and administered annual budget.Senior IT Leadership═════════════════» Maintained the organization’s awareness of developments in IT infrastructure systems, security, hardware, and software for long/short-range plans for the acquisition and implementation of new systems, automated processes, technologies, and services.» Participated as member of the executive team in establishing governance processes of direction and control to ensure that objectives were achieved, risks were managed appropriately, and company resources were used responsibly.» Evaluated, designed, and built cutting-edge enterprise application support systems and IT solutions using the latest technologies, Cloud API, VIOP systems, and ERP systems.Project/Program Management (PMO)════════════════════════════════» Built the entire PMO system from scratch using agile methodologies, including all the program’s processes, policies, procedures, SOPs, etc.» Oversaw the entire project lifecycle for multiple implementations and migrations of enterprise-level ERP and CRM systems, network upgrades, cloud computing, system architecture, data security, innovative prototyping projects, and new critical business applications.» Build a culture of accountability and customer success within the office inspiring excellence in all aspects of performance.

Served as a key member of the IT organization providing technical support in the administration of IBM AS/400, MS Window, NT/2000 Server, LAN/WAN, and desktop support. Responsible for ongoing expansion, maintenance and support of the IT infrastructure including networks, firewalls, servers, storage, telephony, and applications for 43 sub-units and branches with the authorization of the Department of Health of Puerto Rico.» Delivered 24/7 enterprise desktop & Windows server support at office and project locations, platforms and data security, networks, system architecture, and software deployment.» Transformed outdated technologies to highly functional and cost-effective client-server technologies and business solutions that dramatically improved efficiency, decreased expenses, and optimized data integrity and security. » Troubleshot connectivity, implementation, integration, and maintenance of network infrastructure across multiple locations. » Deployed and pushed remote control, patches, new system deployments/loading appropriate software or applications.» Monitored security issues and contributed to network policy and standards through effective antivirus/antispam management. » Established IT resource management goals and targets to define and report performance metrics against plans, targets, and industry benchmarks.