Ivan Ramirez Email & Phone Number

Deerfield Beach, FL, US

Greensboro, North Carolina, US

• As the IT Director, I have worked as a strategic leader skilled in driving digital transformation while ensuring robust security and infrastructure reliability. With extensive experience in cloud computing, end user.
• Led a team of 30 IT professionals to manage and optimize the company's IT infrastructure, reducing downtime by 25% and improving system performance by 30% by implementing best practices and technology investments.
• Implemented a comprehensive cybersecurity strategy, resulting in a 40% reduction in security incidents and a 50% improvement in response times to potential threats.
• Managed a $5M annual budget, delivering project on time and within budget, resulting in a 15& reduction in expenses.
• Successfully migrated 80% of end user company’s applications and mail platform to the cloud (MS platforms).
• Led the redesign of the disaster recovery and business continuity plan and subsequent redesign of the data centers. Including the migration to a new co-location, ensuring high availability of systems.

• Lead and deliver IT services and 24x7 support to end-users, business operations, and field sales force across local offices, manufacturing plants, and offices throughout the USA and Latin America. Ensured IT services.
• Implemented ServiceNow platform in multiple phases, consolidating various ITIL based systems. Solutions included:
• IT Services Portal developed with feedback from our customers. The result was a high utilization of self-service tools that reduced calls to the Service Desk and adoption of a Service Catalog.
• Service Catalog with compliant workflows to streamline fulfillment of requests and HR onboarding.
• Incident Management module developed with pragmatic categorization and strong CMDB association that resulted in efficient assignments, resolution rates and metrics for trend analysis and Problem RCAs.
• Change Management module with limited customization, focusing on ITIL best practices and compliant with Governance policies.

Bristol, Bristol, GB

Responsible for ensuring the efficient IT service management operation with a specific focus on service quality, customer satisfaction and productivity of the company’s service desk, desktop support, asset management, change management, compliance and telecommunications functions aligned with ITIL and HDI best practices and use of Lean six sigma methods..

Miami, FL, US

Responsible for managing all aspects of IT customer support services for over 20 staff members within Help Desk and Desktop support teams, supporting over 3,300 users across eight locations in Windows, Mac, Apple IOS, Citrix and Cisco networks platforms. Spearheaded implementation of Incident, Problem and Change Management service processes based on ITIL.

Selected to provide management of 22 direct reports within a multi-tiered model, supporting client services, network, and satellite equipment for interactive content media. Drove overall business value by monitoring service level agreements, while identifying opportunities for service improvements and technical enhancements to drive customer service ratings.

Charged with managing all field services projects for the IT department across 9 southeastern states with 32 engineers. Oversaw all compliance for service level agreements. Provided staff training on technical requirements for project implementation. Created and maintained new best practices guidelines. Created and delivered comprehensive policies and.