Directed infrastructure team, which is comprised of data center, telecommunications, network operations, and endpoint engineering• Ensure IT systems and applications are available to business units• Controlled $25M budget to support existing Infrastructure• Ensure cross-functional teams are engagement and aligned• Initiated and managed multiple projects enhancing processes and infrastructure to drive stability and customer satisfaction• Responsible for operational controls, accountability for governance, engineering and platform stability• Direct teams on initiative-taking detection and resolution using customized monitoring tool• Identified and implemented $3M in cost avoidance measures with Data, and voice services• Initiated over 200+ inherent risk assessments to provide insight on product and services• Responsible for 20 technology operations engineers supporting infrastructure• Responsible for 50 outsource service desk support and desktop personnel• Collaborate with stakeholders to define requirements WIN10 implementation• Developed, maintained, and update enterprise policy guidelines• Assessed Performance data (service requests, incidents, and major incidents)• Examining root causes, delegating to appropriate support personnel, and provided internal and external communication to stakeholders• Champion operational improvement strategies, streamlining ticket escalation to ensure free flowing information• Coordinated training for support staff, ensured technical proficiency and development• Developed and manage operations budget, analyzing funding requirements and allocating funds appropriately• Managed vendor and business partner relationships, negotiating cost-effective contracts for essential services and support• Evaluated current and prospective business needs, assessing hardware and software• Evaluated report preparation, including trends

Provides strategic leadership for an international call center with combined staff of more than 1520 agentsin Canada . Reports directly to the CEO to provide forecasting, scheduling, andbudget management. Monitors and analyzes Key Performance Indicators (KPIs), identifies challenges, trends, andinefficiencies in performance, and writes targeted quality assurance and training curriculums. Attends daily, weekly, andmonthly vendor meetings and serves as liaison between call centers and end-vendors

Direct IT projects and technical activities across multiple project sites in support of multibillion-dollarhomeland security program. Identify and resolve business needs to achieve organizational goals. Managestrategic planning to optimize resources, improve throughputs, and enhance system performance parameters.•Lead high-performing technical team of Field Engineers, Security Engineers, and Systems IntegrationSpecialists. Develop and implement standard operating procedures. Establish key processes that ensurereliable and efficient technical services organization-wide.

Provide senior-level technical consultations and support to Field Engineering and System Integration & Testing Departments on all IT and networking issues. Review network layouts, resolve equipmentredundancies, and improve network reliability and flexibility.Achieved optimal operations and functioning by overseeing continuous improvement initiatives to existinginfrastructure, applications, systems, and software. Recommend and implement IT infrastructure requirements and upgrades to improve overall system performance.