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Director/Sr. Manager - Information Technology or Customer Support

Denver, Colorado, United States
November 29, 2017

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(720) ***-****


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.


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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