Customer Service Project Manager

NEIL ESPENDEZ

**** ** ***** *******, ******** Pines, FL. 33029

E-mail: *********@*****.*** Phone: 954-***-****

Information Technology Professional

Highly experienced and dynamic Information Technology Professional with innovative leadership capabilities and

extensive background in designing and implementing Network Infrastructures, Colocation, Data Center Space Design,

Data Center Operations Documentation, and Disaster/Business continuity plans. Skilled in leading, designing,

integrating, and managing large national and international infrastructure systems within numerous vertical markets such

as Healthcare, WEB hosting, financial services, banking, retail, transportation, and manufacturing. With over eight years

designing IT Controls and successfully meeting compliance standards for HIPAA, Sarbanes-Oxley, PCI DSS 2.0, and

SSAE 16 SOC II & III.

CORE COMPETENCIES

• Infrastructure Network Design • Customer Service

• Disaster Recovery

• Data Center Design • Vendor Management

• Business Continuity

• Contract Negotiation • Project Management

• Business Impact Analysis

• Colocation • Team Building

• Program Certification

PROFESSIONAL EXPERIENCE

MIAMI DATA VAULT (Miami, FL.) Formerly Teleplace, Inc. Oct 2001 – July 2013

Holding of Florida East Coast Realty

Served in a dynamic role of Technology Director, which encompassed Data Center & Project Management, Sales,

Compliance and Accounting.

• Contributed to the planning and implementing all disaster recovery and business continuity plans for MDV tenants

witch include banks, Hospitals and Fortune 500 companies

• Project Manager for all facility upgrades (NEW UPS, Generator, Chillers and Security Systems), responsible for

Budget / RFP / Vendor Selection / Contracts & Management.

• Generated Sales Leads and Responsible for the full cycle of Data Center Space Sale including facility tours and

contract negotiations.

• Performed Business Impact Analysis to provide Upper management with quantifiable benefits and/or exposures

for such things as Facility Upgrades, and potential outages.

• Documented and maintained equipment service records, security and escalation procedures for the Data Center

and Users in order to successfully meet all compliance standards. Successfully met compliance standards for

HIPAA, Sarbanes-Oxley, PCI DSS 2.0, and SSAE 16 SOC II & III.

• Responsible for overseeing and maintaining integrity of Mail Server, WINPAK Server, Continuum Server and

Foreseer Server support (backup and database management).

• Main point of contact for customer service and support, on call 24/7

• Managed Data Center Security contractors and Contract Enforcement.

• Conducted regular audit of the accounting system as it relates to Data Center accounts payable, accounts

receivable, job cost management, general ledger and financial reporting to insure accuracy.

• Performed full cycle Receivable process, from generation of billings to collections, accruals, and general ledger

reconciliation.

• Responsible for document writing and record keeping for all procedures at MDV.

Achievements:

• Assisted establishment of Miami Data Vault as a premier Data Center and Business Continuity site.

• Contributed to Miami Data Vault in order archive PCI DSS 2.0, and SSAE 16 SOC II & III certifications.

• Successfully engineered and implemented Disaster recovery and Business Continuity plans for various

customers at Miami Data Vault.

TELEPLACE, INC. (Miami, FL.) Jul 2000 - Oct 2001

Served in a dynamic role of Data Center Manager for business startup. Duties included Data Center & Project

Management, Sales, Compliance and Accounting.

• Contributed to the planning and implementing all disaster recovery and business continuity plans for MDV tenants

witch include banks, Hospitals and Fortune 500 companies

• Project Manager for all facility upgrades (NEW UPS, Generator, Chillers and Security Systems), responsible for

Budget / RFP / Vendor Selection / Contracts & Management.

• Generated Sales Leads and Responsible for the full cycle of Data Center Space Sale including facility tours and

contract negotiations.

• Performed Business Impact Analysis to provide Upper management with quantifiable benefits and/or exposures

for such things as Facility Upgrades, and potential outages.

• Documented and maintained equipment service records, security and escalation procedures for the Data Center

and Users in order to successfully meet all compliance standards. Successfully met compliance standards for

HIPAA, Sarbanes-Oxley, PCI DSS 2.0, and SSAE 16 SOC II & III.

• Responsible for overseeing and maintaining integrity of Mail Server, WINPAK Server, Continuum Server and

Foreseer Server support (backup and database management).

• Main point of contact for customer service and support, on call 24/7

• Managed Data Center Security contractors and Contract Enforcement.

• Conducted regular audit of the accounting system as it relates to Data Center accounts payable, accounts

receivable, job cost management, general ledger and financial reporting to insure accuracy.

• Performed full cycle Receivable process, from generation of billings to collections, accruals, and general ledger

reconciliation.

• Responsible for document writing and record keeping for all procedures at MDV.

Achievements:

• Helped establish the contract’s SLA. .

• Helped establish the standards outline the collective plans, responsibilities, procedures and resources which

ensure that customer requirements will be met at Teleplace.

• Helped establish documents that were appropriate, relevant, simple, understandable and consistent with

processes in use during startup mode.

IWON.COM ( NYC/Irvington, NY.) Aug 1999 - Jun 2000

Served as IT Manager

• Oversaw customer service support (Help Desk).

• Responsible for Server Support, maintenance, backups and updates,

• Responsible for Desktop Support, maintenance, backups and updates.

• Performed all IT purchasing based on developers requirements.

• Performed Project Management (Startup).

• Managed Data Center Support (Electrical, HVAC and Wiring).

• Performed Initial Contract Negotiations (Startup).

• Conducted Vendor Management responsible for Budget / RFP / Vendor Selection / Contracts & Management.

Achievements:

• Help Build a core team that ensure the success of IWON.com

• Successfully completed build the core infrastructure to Iwon.com

• Help establish documents that are appropriate, relevant, simple, understandable and consistent with processes in

use during startup mode.

LEVEL 8 SYSTEMS (NYC, NY.) Dec 1997 - Aug 1999

Served as IT Manager

• Managed customer service support (Help Desk).

• Responsible for Server Support, maintenance, backups and updates,

• Responsible for Desktop Support, maintenance, backups and updates,

• Performed all IT Purchasing (based on development requirements).

• Performed Project Management (Startup).

• Coordinated Data Center Support (Electrical, HVAC and Wiring)..

• Assisted with long term contract negotiations (Startup partnerships).

• Conducted Vendor Management responsible for Budget / RFP / Vendor Selection / Contracts & Management.

Achievements:

• Help with the design of the Falcon Bridge that helps the translation of MSMQ and MQ series languages.

• Successfully established and asset tracking system.

NOVA SOUTHEASTERN UNIVERSITY (Davie, FL.) Aug 1995 - Dec 1997

Served as Senior Network Admin & Desktop Support Admin

• Managed customer service support (Help Desk).

• Conducted Server Support, maintenance, backups and updates,

• Conducted Desktop Support maintenance, backups and updates,

• Performed Special Project Management.

Achievements:

• Designed, documented and implemented service procedures.

• Helped establish asset tracking system.

MESSAGE NETWORK (Miami, FL.) Dec 1993 - Aug 1995

Served as Assistant Manager

• Managed customer service support (Help Desk).

• Conducted Desktop Support, maintenance, backups and updates,

• Performed all Pager and Cell Phone programming.

• Performed Special Project Management.

Achievements:

• R&D Testing of new equipment and new services.

• Designed, documented and implemented service procedures.

EDUCATION

• BS Business Administration 97 (Nova Southeastern University, US – Davie, Florida)

• Minor Computer Science 97 (Nova Southeastern University, US- Davie, Florida)

• Minor- Latin American and Caribbean Studies 97 (Nova Southeastern University, US – Davie, FL).

AFFILIATIONS

•

• Beta Theta Pi Fraternity (currently Risk Management Advisor for ZM Chapter)

• Miami Internet Alliance

• Nova Southeastern alumni Association

• South Florida Telecom

• Chambers of Commerce: Broward/Miami Dade

• Florida Boxer Rescue (Volunteer)

LANGUAGES

• Fluent English

• Fluent Spanish

TECHNICAL SKILLS

• Fiber Optics • Printers

• OS Windows (All)

• Cabling CAT5/CAT6 • IP Phones

• MS Office (All)

• Sever/PC Install/Repair • IP Gateways

• TCP/IP

• Firewalls Install and MGT • Wireless Access Points

• Visio/CAD

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