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Director/Sr. Manager - Information Technology or Customer Support

Denver, CO
March 18, 2018

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Results-oriented leader with twenty years management experience and a broad range of accomplishments in Information Technologies, Telecommunications and Healthcare. Proven abilities overseeing large technology organizations, including strategic planning and operational support for a wide variety of companies. Capable of aligning people, processes and tools to achieve a competitive advantage utilizing innovative technologies and ITIL best practices.


VMWARE - Broomfield, Colorado

Sr. Manager, Technical Support Operations 2018 - Present

Lead and facilitate initiatives within VMware Global Support Services to enable productivity and improve customer support quality. Drive long term goals for operational excellence and provide input to long term planning. Identify trends within the business and drive improvements while leveraging process benchmarking and controls to quantify initiatives. Participate in strategic operational planning and develop programs designed to give VMware a competitive advantage through superior customer support services.

BAXTER – Englewood, Colorado

Sr. IT Manager & Site Leader – Global Operations 2012 to 2017 Oversaw all IT operations & support for four critical Baxter sites involved in manufacturing & device engineering, including facilities management and site leadership in Englewood, Colorado, and Daytona Beach, Florida. Directed internal data center operations, end user support, technology & equipment procurement, application development & support, change management policies, vendor management and disaster recovery strategies.

AVAYA – Highlands Ranch, Colorado

Sr. Manager – Global Services Delivery 2007 to 2012 Led a variety of teams while in Global Services Delivery, including Product Registration and Maintenance Support Services for converged technology solutions. Provided strategic direction and oversight for 180+ remote technical personnel in Hungary, India, Argentina, Mexico and the United States supporting Avaya’s unified communications, contact center and data networking solutions.


Manager – IT Operations Support 2005 to 2007

Managed IT operations support services for 12,000 EchoStar employees and 500 sales partners. Oversaw a team of Network Technicians and Support Engineers providing 24x7 end-user support and systems monitoring. Played an integral role in the implementation of HP Service Desk, Open View and ITIL processes.

COMCAST (formerly AT&T Broadband) – Englewood, Colorado Sr. Project Manager – Information Technologies 2002 to 2004 After Comcast acquired AT&T Broadband, I managed several transitional projects, including the relocation of critical business systems and technology assets from a data center in Atlanta to facilities in Colorado and Pennsylvania, as well as the installation of Avaya Definity switches and Call Center applications.

AT&T BROADBAND (formerly TCI) – Englewood, Colorado Sr. IT Manager – Enterprise Operations 2000 to 2002 Managed the Enterprise Solution Center, supporting 35,000 employees nationwide. Responsible for Tier 1 & Tier 2 level support of infrastructure technologies, including Desktop/Laptop PC’s, Email, Business Critical Applications and Wide Area Networks. Oversaw the activities of 60+ technical support representatives.

TCI (Tele-Communications, Inc.) – Englewood, Colorado Operations Manager – Information Resources 1998 to 2000 Responsible for supporting all Oracle Financial & Enterprise Resource Planning applications developed and deployed by software engineering organization. Included oversight of the ERP Help Desk, software configuration management, production server administration (Windows & Unix) and end-user training.


Services Delivery Manager – GE/Circuit City Program 1996 to 1998 Responsible for national Service Provider network and performance as well as 100+ technical support representatives handling 3,000 inbound calls daily from Circuit City customers with extended service contracts on home office products.

UNIVERSITY of SOUTHERN CALIFORNIA – Los Angeles, California Director, USCard Services – Business Affairs 1990 to 1996 Oversaw all operations of an administrative service center providing ID creation and debit card/building access transactions for students, faculty and staff. Provided strategic direction, managed 24x7 customer service operations and coordinated the integration of various information systems and technologies.


UNIVERSITY OF ILLINOIS – Champaign-Urbana, Illinois Bachelor of Arts Degree (BA) – Liberal Arts & Sciences – May 1989


Microsoft Certified Systems Engineer (MCSE) – December 1999


ITIL v3 Certification - October 2012


Twenty years experience in Information Technology areas such as operations(data center management, network monitoring, server administration, change control), technical support (business applications, telecommunications systems, and third-party software), and project management (ERP application deployment

& support, call center systems integrations, data center relocation and business continuity planning).

Expert knowledge of customer care operations, including the alignment of people, processes and technologies to achieve “Best-in-Class” technical support services as certified by J.D. Power & Associates .

Expert knowledge of IT Service Management principles and practical application strategies in large enterprise IT organizations.

Advanced familiarity with Windows operating systems, client-server architecture, wide-area network operations, enterprise application development, ITIL best practices and production environment change control.

Experience developing and implementing high-level strategic plans across diverse organizations, as well as overseeing multi-million dollar operating budgets.

Familiarity with VoIP telecommunications systems & solutions developed and deployed by Avaya and Cisco.

Established relationships in the customer care, telecommunications, health care and information technology industries.

Excellent communication, presentation and training skills.

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