Robert Flores Email & Phone Number

Accelerated revenue growth of $30M in just six months in my role as an executive leader for a $2B/yr data center construction company. I provide guidance and direction to the organization's corporate enterprise architecture, infrastructure and development roadmapsMy notable achievements in this role include:• $3.7M reduction in operational costs, streamlining workflows and reducing friction in "quote to cash" processes• Protected over $20B in capital assets by leading a comprehensive information security risk analysis that identified over 20 key areas of risk • 30% reduction in customer response time by retooling and leading the deployment of an ITIL-based IT service management strategy• $5M in development cost savings and a two-year reduction in development time by rationalizing outsourcing vs "insourcing" for critical business processes and application development.My expertise in global management, vulnerability management, incident response, business analysis, strategic planning, network design, and software development, combined with my strong soft skills, have enabled me to consistently make significant contributions to the organizations I have worked with. I am deeply committed to driving digital transformation and leveraging technology to drive growth and operational efficiency.

Denver, Colorado, Us

Recruited by KKR for my expertise in working in mid-sized, technology based companies with Private Equity funding to build the IT organization from the ground up in a 2000 person, KKR-backed global information services company that is a carve out of S&P Global. Key Accomplishments:Led the deployment of a new SAP instance and migrated legacy data, to the organization in 7 months with 97% first time functional and operational acceptanceLed the deployment of a new SalesForce instance and migrated legacy data, to the organization in 4 months with 95% first time functional and operational acceptanceLed Domain conversion and standup of the corporate infrastructure from the parent company and migrated all networks, infrastructure and Microsoft products meeting or exceeding TSA exit dates and requirementsLed Deployment of MSSP Information Security overlay on the corporate enterprise and product environments Negotiated over 20M+ in contracts, saving the company 30% in costs associated with licensing, networks and security servicesRolled out over 50 enterprise applications spanning Finance, Marketing, Sales, Support Services, Operations and Core IT.Built global team from the ground up covering Enterprise Applications, Information Security, Core Infrastructure and PMO managing runtime operations and building out/up the corporate IT landscape

Greenwood Village, Co, Us

As a senior technology executive, I have directed high-profile projects and developed long-term strategic solutions for a leading $400M ARR Cybersecurity and Compliance provider. My expertise encompasses IT Operations, Information Security, Software Development, Product Development, and Digital Transformation.My key achievements include:• $10M reduction in OPEX by Partnering with the business to establish a technology roadmap that streamlined workflows and reduced process friction• 90% risk reduction in just 16 months by leading Security Operations and implementing cutting-edge measures such as zero trust environments, CASB and SEIM Tooling, Network Segmentation, SSO/MFA, and Dev SecOps team to reduce risk by . First time acceptance / audit for ISO 27002, SOC2 Type 2, and Fedramp• 23 strategic enterprise application deployments over 5 years, aligning IT strategy with corporate revenue and sales goals, and contributing to over $380M ARR• Saved $2M in OPEX over a manual processes by deploying Salesforce.com CPQ process that reduced sales operations process friction • Successfully redeploying the NetSuite ERP platform, improving financial planning and budgetary management processes, and saving over 800 executive hours annually• Led 5 corporate acquisitions in three years and enabling over $100M in additional revenue• Creating IT budgets and effectively managing vendor relations and contract negotiations, resulting in savings of $24M over 5 years and freeing up over $1M for development efforts that enabled an additional $5M in annual revenue• Serving as an Executive Sponsor and Mentor for LantinX and LGBTQIA+ Employee Resource Groups, fostering teamwork, and promoting a positive culture in the business.

Westminster, Co, Us

As a seasoned executive, I was recruited to build and lead high-performing teams of Development Operations / Security Operations (DevOps and Dev SecOps), Sys Engineering, Architecture, and Network Engineering. I was responsible for delivering datacenter services and infrastructure to Trimble’s SaaS platforms, which catered to over a million customers globally.My key achievements include:• Reduced operating costs by over 30% by optimizing multi-tenant data center virtual environments, oversubscription of shared resources, and segmenting hardware resources across multiple internal clients.• Ensured the security of corporate private cloud by creating and leading a Dev SecOps team, deploying security best practices, and passing ISO 27002 on the first audit.• Led the transformation of IOT application delivery and management, achieving "Five 9's" in application availability through cloud migration (AWS, Azure, and GCP) and adoption of CI/CD strategies, including containers, container orchestration, SRE optimization across multiple cloud and CoLos, and BCP/DR planning. The result was less than 5 seconds failover to DR sites for critical applications.• Managed international teams of 40 Systems, Network, and DevOps engineers in the United States, India, and China.• Developed self-sustaining management teams that improved NPS by 70% and MTTR by 50% for customers by driving self-healing networks and virtual environments for disaster recovery and business continuity.• Technologies used included CISCO, SQL, Mongo DB, NetAPP, Nexus, SDWAN, CI/CD, DevSecOps, SRE, Zerto, Docker, Kubernetes, Microsoft AD, Application Monitoring, Microsoft SQL Server, Web Development, and Product Development.

Westminster, Colorado, Us

Recruited to spearhead the transformation of the "Global Customer Champion Team", tasked with delivering world-class customer experiences through IT and operational excellence.• Architected and implemented a comprehensive transformation strategy for the Global Customer Engagement and IT Operations teams, servicing a user base of over 2 million end-users, 57 channel partners, government, and commercial customers in 63 international countries spanning APAC, EMEA, Australia, and South America.• Achieved a 25% reduction in hosting and infrastructure support costs, while simultaneously elevating site reliability to "Four Nines".• Generated over $200M in additional revenue through the strategic deployment of customer-facing technology over a five-year period.• Spearheaded the development of a Customer Dashboarding strategy, resulting in significantly improved customer retention and a 50% reduction in support costs.• Established and led a corporate-wide center of excellence focused on elevating Net Promoter Scores by 72%.• Expertly leveraged technologies such as Python, MS AD, AWS, Cisco, Government Networks, High Capacity Computing, and High Availability Applications to deliver world-class customer experiences.

Louisville, Co, Us

Recruited to lead Global IT and Customer Success teams supporting B2B clients in 16 countries and multiple languages across the Americas and Europe for SaaS Healthcare Billing platform. I have led the teams to establish corporate success metrics, internal operational improvements, and strategic technology roadmaps.• Implemented automation and infrastructure improvements that led to a remarkable 70% reduction in transaction failure rates in the first year• Boosted customer satisfaction by 40% and renewal rate by 15% annually, through developing and implementing a customer success strategy• Developed an organizational strategy that significantly improved first contact resolution rates from less than 3% to over 55%• Successfully restructured IT and Operations teams to handle 65% YOY growth without incurring additional overhead costs• Created service-level-based product offerings, which resulted in a 15% increase in sales YOY• Proficient in various technologies including .Net, Java, Angular, SQL, and Mongo DB.

As COO and managing partner of a corporation specializing in IT Development for the telecommunications OSS/BSS Enterprise space, I led the organization through Government certifications (SBA 8a &GSA Schedule acceptance), developed strategic business plans, negotiated contracts, managed client relationships, and developed marketing plans.• Successfully grew the company from two FTEs to over 30, generating $4M in annual revenue and cultivating a diversified customer base in under six years.• Oversaw staffing of projects, sourcing of consultants, and maintenance of all financial and business records.• CLIENT WORK - LEVEL 3: Led a strategic IT consulting engagement that reduced order cycle time from months to hours through automation tools, process improvement, and organizational development strategies.• CLIENT WORK - ARMY CORPS OF ENGINEERS: Led a team that streamlined emergency response cross-functional communications and coordination processes with other federal agencies through integration of strategic government systems, resulting in response times measured in minutes and hours rather than days and weeks.• Authored proposals and negotiated contracts for several USG (Army Corps of Engineers, GSA, etc.) as well as corporate customers, resulting in over $4M in annual revenue.• Managed vendor relationships and negotiated contracts, ensuring efficient and effective procurement of resources.

Ca

As the leader of a global team of consultants, I oversaw the development and deployment of telecommunications enterprise components and operational best practices for emerging CLEC customers. My responsibility was to guide teams of consultants in launching new start-up telecommunications companies by integrating hardware, software solutions, and consulting services.Some of my notable achievements include:• Crafted a comprehensive strategy for delivering industry enterprise solutions around telecom billing, provisioning, dispatch, and activation.• Generated over $22M in sales within the first year of the newly established Global Professional Services organization.• Successfully launched three CLECs as clients by developing and deploying operational support systems, including Customer Relationship Management (CRM), Ordering, and Provisioning systems.• Attained 100% customer acceptance of hardware, software, and professional services products on the first attempt.• Served as the go-to subject matter expert on Technology and Professional Services in Telecommunications Mergers & Acquisitions and Startups.

Dallas, Tx, Us

As the leader of IT Ops, Customer Care, NOC, and Field Services/Engineering teams, I was responsible for overseeing the network building and maintenance, service delivery, and customer escalations. My efforts successfully scaled the business from four market city trials to over 2 million customers in less than three years.• Drove over $20M in revenue by scaling operations from market trial to a four-city deployment in less than three years• Represented the organization in various IT Telecom industry forums including USTA, OBF, ATIS, and CLEC working groupsAs the Director in charge of the merger with AT&T, I was responsible for leading the Mergers & Acquisitions team for AT&T in the acquisition of TCI. My focus was on the success of the merger between AT&T and TCI from an operational and technical perspective, and aligning the new organization with long-term strategic company goals and success criteria.• Achieved a 400% increase in customer satisfaction numbers while reducing combined overhead costs by 27%• Utilized complex program management and change agent skills, process analysis, journey mapping, root cause analysis, benchmarking, and KPIs to achieve success.

As an Executive Staff Director at US WEST, I was responsible for driving efficiencies, improving customer satisfaction and reducing operational expenses by reengineering the Network Organization, which comprised over 5,000 employees.• In less than 18 months, successfully completed process reengineering and established KPIs and benchmarks for the entire Network Organization.• Pioneered a Data Mining project that successfully recovered over $50M in stranded capital.• Achieved over $20M in cost savings through driving efficiencies across the organization.• Increased customer satisfaction of Large Business and Government Customers by 40%.As an Engineer and Engineering Manager at US WEST, I led teams of Engineers and NOC personnel responsible for all Western territories. Additionally, I was instrumental in driving requirements for engineering systems development and CRM solutions.

Ms, Telecommunications

Ms, Electrical Engineering

Bs, Engineering And Physics

Certificate, Project Management