Ive E. Velez-Rivera Email & Phone Number

Direct overall customer support and adherence to SLA standards in a highly demanding healthcare corporate environment for a company of 1400 employees on 15 geographically disperse locations. Directly supervise two directors and one manager with a total of 22 IT members. In charge of all IT Operational and Infrastructure teams (Service Desk; Server and Storage Administration; Database Administration; Network and Telecommunication Administration; all other operational tasks). Created strategic planning for service and infrastructure support.Serve as focal escalation point for reported issues. Negotiate contracts and prepare budget for operational costs and capital investments. Over $1.5M yearly budgeted. • Lead an IT Service Management transformation of the IT support groups based on ITIL v3.• Built IT Operations and Service Desk teams from the ground up, maintaining morale through challenging periods requiring extra tasks from limited number of employees.• Performed baseline assessments for the IT Operations and Service Desk groups and directed a reorganization to meet corporate targets for service support.• Designed and directed the implementation of a highly adaptive infrastructure that supported the growing demands for IT resources including but not limited to: Storage Area Network, Network Attached Storage, virtual servers, database clustering, monitoring tools and a job scheduling tool were implemented. This allowed the IT department to meet operational requirements for all new projects in the past two years, resulting in faster time to market systems’ implementation, brought service availability to 99%+ and reduced OPEX by significantly reducing administration and downtime costs.

Directed the Data Center's Operations, Server and Storage Administration and Telecommunications groups for a newspaper company of 1300 employees with 8 geographically disperse locations. Directed and supervised one manager, two supervisors and a twelve-member IT staff in a 24x7 support environment. Proposed and managed budget for operational cost and capital investments. Over $1M yearly budgeted. Manage the contracts for equipment maintenance, software support and telecommunication services. Directed the implementation of an IP PBX system for a company with 225 users.• Negotiated new contracts for telephone services that resulted on a 30% cost reduction.• Directed the revision of all operational policies, procedures and the implementation of general controls in order to comply with the Global Technology Audit Guide (GTAG). Successfully passed internal and external audit processes.• Successfully directed the implementation of a Single Sign-On solution which resulted in reducing the complexity of managing multiple passwords for different applications and in reducing the number of support calls for password resets.• Designed and directed the implementation of a Disaster Recovery Plan for the News and Sales systems that included data replication. Successfully used on two major system failures.

Managed the Data Center’s Operations, Server and Storage Administration and Telecommunications groups. Managed three supervisors and a 12-member IT staff with a hands-on approach. Formulated, developed and implemented operational objectives, standard operational procedures and service level agreements based on the best practices of ITSM. Directed the implementation of infrastructure monitoring, backup and job scheduling tools to effectively manage the Computer Center’s operations. Implemented a Windows Active Directory and Exchange infrastructure to support more 1000 users.• Designed and overhauled the construction, provisioning and migration of three Data Centers. One of these was a 3,000 square-feet Computer Center with fully redundant facilities and a state-of-the-art NOC.• Designed and implemented a storage architecture that included a Storage Area Network (SAN) and Network Attached Storage (NAS) for consolidation and redundancy; and directed the migration to the new infrastructure, increasing the storage utilization and reducing the storage provisioning cycle.• Planned and implemented a server consolidation strategy for data base, application and web servers using Microsoft SQL clustering and VMware ESX virtualization technologies. More than 50 virtual servers were implemented. This architecture reduced the server provisioning cycle from weeks to hours and lowered the OPEX by reducing administration costs.• Implemented, managed and supported six PBXs (Nortel’s Meridian and Norstar; and Avaya’s Definity G3) to support 1300 users on different locations, most of them interconnected on a frame relay network, resulting in significantly reducing long distance calls’ costs.• Directed the deployment of a Call Center with 120 agents and successfully integrated a Nortel PBX with Genesys’ CTI and Intervoice’s IVR solutions for inbound and outbound calls, integrating multiple communications’ channels (voice, email and live chat).

In charge of implementing major technology improvements to support the transformation from a centralized computer architecture to a client/server architecture. Established hardware architecture to support Client/Server topology and supported the migration of an AS/400 based Financial System to a Client/Server based system using HP-UX UNIX and Windows clients.• Designed and implemented a WAN to connect five offices around the island using Frame Relay for data and voice traffic that resulted in significant cost reductions.• Implemented hp Service Guard clustering solution on two HP-UX UNIX servers used to run the companies most mission critical systems (Editorial and Sales).

Responsible for troubleshooting issues with Allen-Bradley’s PLC-5 controllers and with Ladder Logic programs. Programmed process control systems using Wonderwares’ In-Touch. Supervise instrumentation calibration’s schedules. Developed Standard Operating Procedures and documented deviations from SOPs.• Performed a full validation of the instrumentation, process monitoring and control system for a fully automated pharmaceutical plant and developed SOPs for the production process which resulted in the successfully start-up of the plant.

Analyzed Business process to determine requirements. Performed project management. Prepared and implemented Quality Assurance Plans. Established software development standards. Developed Information Systems and design Relational Databases for Materials Management, Purchasing, Finance, Human Resources, Manufacturing and Quality Assurance. Supported and configured Beckman’s CALS Laboratory Information Management System. • Implemented an MRO system to manage the requisition, purchasing and inventory management of spare parts for manufacturing equipment that resulted in a 40% increase in accuracy for materials on inventory.• Developed and implemented a two-way match purchasing-receiving system that eliminated the penalties for paying bills late, resulting in significant economies for the company.

Technical consulting on complex projects. Responsible for: information systems planning, analysis, design and development. Developed applications for: inventory tracking using barcode scanners and project management, among others.

Responsible for software maintenance for the AT&T 5ESS telephone switching system, in the complex area on trunk and line testing for the international market.