• Help existing and potentially new ServiceNow customers develop digital transformation strategies• Develop solutions and plans to execute on digital strategies

• New position for Bluegreen so it was an exciting opportunity to introduce IT Service Management, build high-performing teams, and implement many core ITIL processes• Managed the IT Service Management staff, vendors (global), and processes, including Service Desk, Incident Management, Request Fulfillment, Access Management, Change Management, Desktop Management (all end user technology), Training Management, and Asset Management, supporting more than 6,000 users• Maintained world-class support for the business organization using ITIL service delivery practices and the COBIT IT auditing framework• Restructured team and created a hybrid-outsourced Service Desk to provide better scalability, 24/7 support, and cost savings• Developed service level metrics and accountability while implementing Service Management across the department• Managed O365 implementation and became the Product Owner

• Reported to the CEO and provided short and long-term IT strategy. • Managed the IT department including the helpdesk, developers, administrators, and IT project managers in support of 4,000 users.• Met with other executives and clients to hear their needs and deliver solutions.• Created a comprehensive security program with firewalls, intrusion detection and prevention, anti-virus, physical security upgrades, external penetration testing, media sanitation policies, incident handling procedures, and user awareness training with monthly updates.• Communicated IT strategy and solutions to all executives, employees, and clients through formal presentations, meetings, and crafted supporting documents.• Managed multiple technology consultants and vendors, including contract negotiation and creation of service level agreements.• Created comprehensive disaster recovery and business continuity plan.• Changed the culture to “servant IT” and put a friendly spin on how the IT team is engaged by other departments, making us consultants using cloud services or third party partners to create new cost-effective, timely solutions.• Managed multiple website and mobile app projects for clients and internal use.• Created controls and policies for Sarbanes Oxley compliance, with ongoing maintenance and audit accountability tasks.• Saved 42 percent of department expenses by migrating to secure cloud-based services and decommissioning servers.• Defined IT services, restructured department, and added new services with additional talent, while staying under budget.• Partnered in securing new business and clients by bundling technology with other agency services, and implementing it for the clients in a consultant role.• Implemented SAP.• Implemented many ITIL concepts and started a continuous service improvement cycle.• Designed and implemented ERP system.• Credited with building strongest IT team in company history.

• Managed the IT helpdesk and network administrator, supporting 400 users nationwide.• Managed and prioritized IT department projects.• Negotiated with service providers and vendors, and was able to upgrade services while lowering costs by 22 percent.• Deployed and maintained servers as well as uptime and quality of service.

• Developed the annual technical operations budget for the South Florida region and made recommendations on all technical resource allocations.• Created databases, a reporting infrastructure, and analytical reports to facilitate and guide managerial decisions.• Independently supported a 200 user network with corresponding local and corporate systems as a one-person IT department, including the network infrastructure, all servers, workstations, and printers.• Developed a system design lifecycle and managed the technology budget accordingly.• Created a business continuity plan and tested data recoverability. • Ensured procedures and practices were in compliance with Sarbanes Oxley.• Developed an internal intranet site to centralize company information for all departments and users.• Served as a member of the Leadership team, managing and assisting in numerous non-IT related projects.• Managed a complete network upgrade including the entire network infrastructure (physical wiring, patch panels, switches, and router), file servers, print servers, domain controller, and legacy cable and telecom servers as well as all 200 computers.

• Delivered technical and network support for Microsoft operating systems while providing customer support.