The Director of IT Operations manages the day-to-day infrastructure and projects related to the health and security of the Kapalua Golf & Tennis. Managing all aspects of the touch points within company. Implementing new security standards with physical locations and daily operations. • Project Management with the implementation and support of standard and new software technologies.• Cultivating a new standard of life cycle on equipment• Coordinating with staff and other departments to ensure success with overcoming issues and obstacles• Responsible for installing and managing new security systems• Responsible for reliable data integrity/systems backup, high availability, and security across all users• Managing and Coordinating Desktop support.

• Provide technology evaluations and assessment/recommendation reports for managed facilities.• Technology Project Manager for IT related projects for Troon managed facilities. • Technology Service Manager for procurement services to Troon managed facilities to ensure appropriate product selection and discounts are being observed.• Provide budgeting assistance to Troon managed facilities.• Maintain and cultivate relationships with Troon preferred technology vendors.• Provide educational services to Troon managed facilities with respect to corporate technology standards, services and technology management best practices.• Monitor and managed facility related "open calls" to ensure vendors are meeting SLAs.• Compliance Management (software licensing, PCI, etc)• Assist Desktop support issues to provide a quick resolution• Special Projects Manager for telco audits, copier audits and technology infrastructure audits• Staff Meetings / Status Reporting / Maintaining Records

-Network Management: Managed Network Engineers to support for MPLS including cabling, TCP/IP, peer to peer, printer setup, routers, and other network communication equipment including analysis of WAN data network connectivity to ensure efficiency and effectiveness. Responsible for data integrity/systems back-up utilizing new cloud base and data center strategies.-Telephony: Responsible for implementation, upgrades, and continuous support of the companies Telephony infrastructure. Managed a team that Administer Avaya Systems; Communication Manager (CM),(MM), CMS, Soft & IP phones. Manage projects as assigned adhering to assigned IT goals and objectives. Managed to develop crisis contingency plans. Develop procedural and other documentation in tandem with Lead Telecommunications Analyst.-Helpdesk: Managed Analysts that supported 900 employees (Local & Remote). Implemented new ticketing system that improved the overall support and delivery of service. Responsible for execution of the tasks needed to perform day-to-day support and maintenance. Conducted and maintained the IT Help Desk functions necessary to support all technical issues. Established tracking and reporting tools are maintained to determine resolution for satisfaction and effectiveness. -Asset Management: Responsible /Manage for establishing/implementing standards for equipment and software including licenses. Responsible for assessment of equipment and purchasing recommendations for all IT related assets. -Facilities Management: Managed and Directed Data Center environment including small to medium data closet & rooms. Responsible for pre-construction design/layout, hardware and software procurement, onsite install and deployment. Manage & coordinated the opening, moving and closing Service Centers sites. Responsible for all office moves & new office opening including purchasing of all needed equipment for operations in any given city. Manage property relationships & site manager assistance.

Provided consulting and guidance on Help Desk, NOC Services and Network Service support.

-Manage delivery of all technology solutions within approved budgets and project schedules.-Accountable for providing executive leadership to the department, implementing desktop-related projects, and providing desktop support to all internal staff and subsidiaries within Blue Cross Blue Shield of AZ.-Works closely with Information Security Services and Corporate Integrity for maintaining security on file shares and desktops. Participates in audits with Information Security Services, Internal Audit and Corporate Integrity.-Establish and adhere to Service Level Agreements for system and application support-Help maintains a Disaster Recovery / IT Contingency plan for BCBSAZ computer equipment and software. -Provide budgetary forecasting of equipment, software, service, and license needs for the technology team.-Manage & Supervise Desktop Support Services staff (Tier 2 & 3)as they work to solve complex desktop and application system problems. -Responsible for maintaining Company desktop equipment, including PCs, printers, mobile type devices. -Includes budgeting, purchasing, maintenance, upgrades, refresh of desktop hardware and software and the associated coordination and scheduling of a Company deployment.-Participates as a member of the Infrastructure Review Board and Change Control Board.

- Accountable for providing executive leadership to the department, implanting desktop-related projects, and providing desktop support to all internal staff and subsidiaries within Apollo Group.- Directed/managed Desktop (Tier II) Support Operations& Call center, Advance (Tier III) Desktop Operations Call Center, the Asset Management Control team, the R&D Desktop Team, the Advance Triage Team, and the A/V Implementation Team consisting of 105 staff and 8-10 Managers and Supervisors.- Directed desktop operation functions for this $3+ billion for profit company with locations in 40 states; supervised over 105 information technology employees that provide support to over 19,000 employees and ~385,000 student customers.- Established rapport/reliability between teams and customers with a 94%-96% resolution time.- Hired/managed staff members and increased support call responsiveness throughout all teams.- Served as project sponsor for Altiris Implementation, RSA 2-factor projects, and PGP Encryption project. - Develop and manage Service Level Agreements (SLA's).- Established & maintained relationships with external service providers. - Experienced with SOX and FERPA compliance responsibilities.

- Directly responsible for leading the Desktop Support Services department, responsible for strategic planning, implantation of projects, and supporting all staff/subsidiaries within the Apollo Group.- Developed performance goals/metrics to deliver service-level expectations.- Supervised 79 staff and 8 Managers and Supervisors in Desktop Support Operations Call Center, Advance Desktop Operations, Asset Management Control team, R&D Desktop Team, Advance Triage Team, and A/V Implementation Team.

- Supervised/directed a staff of Network Engineers, 18 staff, and 2 managers in the development and implementation of new projects and administration, configure, troubleshoot for network infrastructure and campuses across the U.S.- Collaborated with senior decision-makers to define business systems strategy, as well as to create/define the division’s technical vision and systems plan.- Researched/developed technical solutions, planned/implemented IT initiatives, and managed operations functions (storage, backup/recovery, disaster recovery, distributed database synchronization, etc.).Managed the personnel actions for the IT division staff, including approving vacation, scheduling employees, training and evaluating employees, coaching and counseling when appropriate, and making salary or merit increase recommendations. Reviewed and evaluated work performed by technological support staff and prepared performance reports. Supported divisional telecommunications systems. Assigned personnel to various operations or projects and directed the workflow. Ensured that assigned projects are completed in a timely manner and within established performance standards. Provided input to policy level direction regarding standards, budget constraints, procedures, and operations. Conferred with and advised end users on administrative policies and procedures, technical issues, and methods. Actively participated with other divisional management team members to support business operations, increase efficiencies with technology, and market and promote IT services.

- Managed and directed 5 teams of Campus System Administrators and a call center serving 7 area campuses, processing leads, and resolving caller problems.- Supervised the telecommunications operations team, hired/supervised staff, reviewed employee work for accuracy, evaluated staff performance, conducted staff training, and developed technical solutions.- Collaborated with senior decision-makers to define business systems strategy, create a technical vision, and advise on policy, standards, budget considerations, procedures, and operations.- Interacted extensively with internal/external customers to assess and resolve issues/complaints.- Recruited, developed, motivated, and retained staff/teams which resulted in optimal results and cost savings.- Planned, installed, repaired, and maintained computers and networks.

- Supervised the telecommunications operations team, hired/supervised staff, reviewed employee work for accuracy, evaluated staff performance, conducted staff training, and developed technical solutions.- Collaborated with senior decision-makers to define business systems strategy, create a technical vision, and advise on policy, standards, budget considerations, procedures, and operations.- Interacted extensively with internal/external customers to assess and resolve issues/complaints.- Recruited, developed, motivated, and retained staff/teams which resulted in optimal results and cost savings.- Planned, installed, repaired, and maintained computers and networks.Managed the personnel actions for the IT division staff, including approving vacation, scheduling employees, training and evaluating employees, coaching and counseling when appropriate, and making salary or merit increase recommendations. Reviewed and evaluated work performed by technological support staff and prepared performance reports. Supported divisional telecommunications systems. Assigned personnel to various operations or projects and directed the workflow. Ensured that assigned projects are completed in a timely manner and within established performance standards. Provided input to policy level direction regarding standards, budget constraints, procedures, and operations. Conferred with and advised end users on administrative policies and procedures, technical issues, and methods. Actively participated with other divisional management team members to support business operations, increase efficiencies with technology, and market and promote IT services.