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 device platforms, virtualization, and data center management, I design and implement scalable solutions that align with business objectives. I am responsible for managing budgets and financial planning, optimizing resource allocation, and controlling costs to maximize ROI. Dedicated to maintaining high-level information security, risk management, and compliance with regulations, I also possess strong business acumen and a customer-centric approach. My ability to manage cross-functional teams, innovate products, and improve efficiency contributes to organizational growth and success. As a lifelong learner, I focus on continuous growth as a leader, I stay updated on industry trends and leverage technology to fuel business growth while balancing financial responsibilities. BUSINESS IMPACT:• 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. • Collaborated with Product, Business, and Platform teams to align technology initiatives with company strategy and goals, ensuring a seamless end-user experience.

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 are maintained, stable, and available within planned service windows, while controlling changes to avoid affecting service stability or availability. Adhere to compliance and regulatory requirements, providing leadership and mentoring to Tier-1 and Tier-2 Technical Support teams. Maintain relationships with internal customers supporting approximately 3500 users, develop service and operating level agreements, and monitor predefined KPIs to ensure service delivery meets business needsBUSINESS IMPACT:• 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. • Knowledge Management through multiple DBs tailored to different functions.• Hardware and Software Asset Management module with APIs to certified vendors that improved cost efficiencies. • CMDB built with discovery phases in ServiceNow with subsequent rollout of SCCM to structure levels of config items. • Led multiple projects, from ideation and design through closure for end user technology (computers, VDIs, smart phones, teams voice, et. al.) for HQ functions, manufacturing, supply chain and Field Sales.

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. Lead and mentor the service center operation that provides support for our headquarters, mobile workers in our organization and other regional offices in the Americas. Manage and maintain IT services for company assets and relationships with internal customers in different business entities supporting approximately 1,900 internal costumers. Act as the project manager for service delivery initiatives, administrator of service management platform (Service Now) and act in a significant role in contributing and helping to further develop service and operational level agreements, and monitor these following predefined KPI’s.

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 framework best practices and led the IT Change Advisory Board. Provided project direction for service delivery division and infrastructure. Managed a $200K operating budget and justified variances of more than 5%. Served as member of the Enterprise PMO for facilitating process improvement projects based on Lean methodology.Member of the institution's Emerging Leaders team and elected as one of the top managers in the hospital based on colleagues and employee's survey.

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 procedures documentation for field services.