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IT Manager

South Windsor, Connecticut, United States
September 22, 2017

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Francisco Rivera

*** ****** ********* • South Windsor, Connecticut 06074 • 860-***-****

Director Business Intelligence / Technical Project Manager / IT Manager

Business Intelligence ~ ITSM ~ Systems Infrastructure ~ Project Management ~ Vendor Relations

Versatile hands on enterprise Manager with 19 years of experience in IT Service Management and Infrastructure support services. Server / Client Architect with demonstrated understanding of complex network planning, architecture design, hardware / software engineering, and optimization at the enterprise level. Skilled at translating operational requirements into effective business solutions that streamline processes, reduce redundancies, drive compliance, to increase oversight. Skilled Technical Project Manager in streamlining operations and maintaining schedules to ensure maximum customer satisfaction and business revenue. Expertise in coordinating diverse teams and resources to complete objectives. Organized and detail-oriented with proactive and hard-working nature.

Team builder, and trusted advisor to senior leadership with results driven ability; effective at managing people, partners, processes and technology in support of business goals.

. Bilingual; fluent in Spanish.

Functional Expertise:

•Resource Planning

•Relationship Management

•Budgeting and cost control


•Project Planning & Management

•Waterfall Methodology

•Team Building & Leadership

•Contract Management

•Technical Infrastructure

•Skilled Negotiator

•Change Management

•Requirements Gathering

Technical Proficiencies:


Windows Workstation 7/8/10, Windows Server 2000/2003/2008/2012, Mac OS X (Desktop/Server), Linux,


Automate, Kinetic Data, Avatier, MDT, BMC, SharePoint, Ghost, NetWare, ZENWorks, ZAV, GroupWise, Microsoft Exchange (2003-2012 and 365), Microsoft Word/Excel/PowerPoint/ Access/Visio/Project, Virtualization Technology, Citrix, Visual Basic, SMS Ad Hocs, Monarch, SmartStream, Sybase, App-V, AppSense, SCCM, SQL


PDAs (Blackberry/Windows/Droid/iPhone), Advanced Wireless/Wired Networking

Professional Experience

Hartford HealthCare, Hartford, Connecticut

Director – Business Intelligence, Heart and Vascular Institute (HVI), 10/2016 - Present

Ensure sound operational and fiscal management of the Information Systems, including input to the capital budget process and implementing the budget and controlling expenditures to meet expectations. Understand the changing trends in the healthcare/cardiovascular systems industry and recommend changes as appropriate and within established budgets. Establish data and operational intelligence systems inclusive of performance improvement metrics across the HVI for all respective disciplines. Manage and communicate performance of KPI to operational and leadership teams daily. Report out monthly on KPIs to the physician executive committee. Communicate appropriate information to users, management and staff, including status, schedule variances and outstanding issues related to strategic initiatives. Collate and manage data and reporting on strategic business plans and operational indicators for strategic priorities. Manage compliance with and assist in contract negotiations with physician practices with the HVI and ensure compliance with legal standards and procedures. Responsible for Service Line Information Systems, including all phases of system management, including planning, evaluation, design and selection. Evaluate the information needs of HHC/Cardiovascular Service Line and develop solutions necessary to meet those needs in collaboration with patient and support teams. Improve the organization's productivity through the implementation of more effective manual and automated systems.

Key Contributions:

•Implement KPI dashboard for all different hospitals and for the Heart and Vascular Institute at the enterprise level.

•Consolidate team of Business Systems Analyst into a comprehensive reporting and application team to support the individual hospitals and the enterprise

•Expand and standardize applications across the Institute for cardiology imaging, report requests, electrophysiology device management and echocardiogram reads.

•Technical Project Manager for all cardiology practice recruitments and onboarding for cardiology specific applications.

Hartford HealthCare, Hartford, Connecticut

Manager – Information Technology Service Management, 3/2015 – 9/2016

Direct service management teams (Access Management [Provisioning], Customer Service Center [Help Desk], Epic Security, Change Management and ITSM Tools) at the enterprise level.

Responsible as acting director for coordinating all IT Service Management (ITSM) disciplines and practices. Oversee implementation and operation of the ITSM program, including implementing ITIL (Information Technology Infrastructure Library) framework processes, relevant procedures, and management of the BMC and Kinetic Data toolsets. Establish and monitor performance metrics and SLAs across various Information Technology managed service environments. Chair of the Change Management Advisory Board (CAB). Also responsible for the Enterprise Customer Service Center (CSC) function and accountable for deployment, growth, integration and on-going performance of the CSC and evolving adoption of leading IT Service Management practices. Work with business unit leadership to understand the business outcomes of services, and with architects, technology management, and external service providers to understand the underlying technologies.

Key Contributions:

•Project manage and implement Self-Service Help Desk Portal utilizing Kinetic Data application resulting in increased productivity and automated request assignments.

•Project manage the insourcing of help desk functions from two hospitals utilizing outsourced Service Desk into the Enterprise Customer Service Center maintaining a neutral staff level and no service level reduction.

•Improve Customer Service Center performance and customer satisfaction in less than one year;

Reduced Abandonment Rate (ABR) by 60% to (to 8% ABR)

Increased First Call Resolution (FCR) by 50% (to 75%)

Reduced daytime staff levels by 45% with increased service performance

•Improve Access Management work requests turnaround time by 83% (30 days to 3-7 business days)

•Utilize PowerShell to automate user provisioning capabilities and Automate System to create over 5,000 new Active Directory accounts. Train team on how to utilize the automation tools for continued use.

•Improve BMC and Case HR application reliability utilizing technical skills to correct misconfigured configuration application server files and reconfiguring the load balancer.

•Improve Change Management Advisory Board (CAB) to ensure proper testing, communication and implementation is followed to create an increased user level satisfaction.

Hartford HealthCare, Hartford, Connecticut

Architect / Manager – Systems Administration / Desktop Engineering, 10/2008 – 2/2015

Manage the Client Engineering, Asset Management, Access Management (Provisioning) and Systems Administration Teams at the enterprise level; accountable for technical vision, strategy, and architecture for computing infrastructure specifically related to Desktop and Client technology. Manage all facets of proof of concepts, pilots, and deployments; enhance user workflows through available technologies. Project manage implementation of all client / server applications; test computing technologies to ensure optimal functionality. Manage all facets of IT architecture and hardware designs as Technical Lead Architect; analyze, design, and plan all phases of IT Client infrastructure projects. Establish and cultivate collaborative relationships with vendors; negotiate cost-effective agreements and pricing. Facilitate technical training sessions; deliver monthly workshops for engineering team members, field support and helpdesk personnel regarding new technologies. Provide expertise and guidance regarding technical architecture, industry trends, emerging technologies, and standards. Key Contributions:

•Project manage the effort to successfully refresh over 5,000 XP computers to Windows 7 in a year. Create the process/policy across all IT disciplines to document the computer refresh in detail, from purchase to discard. This process has now moved from a project to a program.

•Project manage, architect and implement new Citrix portal implementation with StoreFront and NetScaler. Microsoft App-V implementation to replace Novell ZAV. Project manage, architect and implement AppSense to compensate SCCM to replace Novell ZENWorks. Successfully project manage and implement self-service password portal (Avatier).

•Research, test and project manage and implement encrypted text messaging (TigerText) throughout the organization.

•Device Management Solution, Desktop / Server Imaging Process / Deployment Standard, iOS device Integration, Apple-Mac Infrastructure, and Radiology Imaging Workstation Solution.

•Project manage and implement disk / file level encryption for the enterprise; plan and coordinate all facets of project from initial concept through successful completion.

•Partner with other IT groups to develop and maintain infrastructure roadmap that decrease complexity and improve cost efficiency, thereby allowing re-usability and adaptability of the entire infrastructure.

•Enhance productivity by providing training sessions to Field Service Analysts regarding daily operations; instrumental in several personnel advancing into engineering positions.

•Envision and create the first Client Engineering Team, which fulfills the need for a higher level of expertise by the enterprise.

•Earn Full Circle Award for implementing video conferencing process that enables family members / soldiers to attend important family events through video.

•Finalist for Employee of the Year and Team of the Year awards.

Hartford Hospital, Hartford, Connecticut

IT Consultant / Systems Engineer, 2/2002 – 9/2008

Facilitate an efficient PC/LAN environment across entire organization by providing technical support to effectively plan, implement, and maintain systems. Instrumental in devising capacity plans; analyze new technologies for proposed installations. Research and recommend products that met user needs, cost-effective, and conforms to industry standards. Participate in planning and execution of pilot projects and testing of new products. Communicate with users to determine problems and implement best solution.

Key Contributions:

•Formulate, test, and implement solutions in a highly efficient and timely manner; troubleshoot system issues and institute resolutions that minimized impact on users.

•Partner with Manager to develop and refine industry standards, PC Tech Center Charter, and Roles and Responsibilities documents; efforts significantly improved integrity of existing end user environment.

Hartford Hospital, Hartford, Connecticut

Information Technology Analyst, 1/2000 – 1/2002

Provide second-level support on networked computers and associated devices for HH Enterprise and affiliates. Collaborate with various departments to ensure timely completion of work orders; maintain compliance with IS industry standards. Create NT OS images for numerous departments during systems implementations.

Key Contributions:

•Serve as Technical Project Coordinator for several major projects, including SMS RCO and SMS DI installations; prioritize workflow, allocate resources, and configure hardware / software.

•Lead installation of SmartStream 6.0/6.5 and Sybase 11/12 on workstations.

Hartford Hospital, Hartford, Connecticut

Business Systems Analyst, 7/1998 – 12/1999

Accountable for managing Transmission Error Reports (TCEs) for the accounts receivable system. Provide desktop support; troubleshoot technical issues, perform computer maintenance, and resolve problems with LAN and electronic billing transmissions. Produce detailed A/R analysis reports for senior leadership. Actively participate in implementation, documentation, and training of new systems.

Key Contributions:

•Spearhead installation and maintenance of SmartStream 6.0 and Sybase 10/11 technologies; troubleshoot and resolve technical malfunctions on workstations.

•Increase productivity by offering hands-on training sessions to personnel related to Medicare, Blue Cross, and various other applications.

•Implement modifications to A/R system and workflow, which minimizes errors, reduces paper utilization, and decreases impact on A/R operations.

Education and Training

Bachelor of Science Degree Computer Science (12/2018)

Charter Oak State College, New Britain, Connecticut

Associates Degree Accounting (1999)

Manchester Community-Technical College, Manchester, Connecticut


Certified Novell Engineer (CNE) Microsoft Certified Professional (MCP) CompTIA Network+ ITIL Foundation

Professional Development

Management Leadership 6-month Training Program

Project Management Professional (PMP)

The Technical Institute of America

HDI Member

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