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IT Director/Manager

Los Angeles, California, United States
January 31, 2019

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Mauricio Garcia


**** ******* **, *** *******, CA 90022 Skype:Mauricio.garcia344


Demonstrated background in development of VoIP Telecommunications Setup, CRM Management Structures, Application Program Interface developments, Project & Program Leadership, Project Planning & Scheduling,

IT Strategic & Operational Governance, Financial Management and Team Building Accompanied with proactive coordination, multitasking and problem solving skills Technically sophisticated, multifaceted IT Executive and Project Management Professional (PMP) offer 10+ years of diversified leadership success and verifiable achievements directing project team members, executing IT Business development/compliance monitoring procedures, delivering effective consultative advice on compliance projects and administering project planning and design of various systems. Excel at delivering simultaneous, large-scale projects within budget and time constraints coupled with remarkable ability in leading, coordinating, and training cross-functional teams to provide innovative technical solutions. Also gain strong ability to map and define project scope, specifications, project timeline, resources and risk management. Further, noted for high caliber leadership experience with expertise in motivating/ energizing teams towards cutting edge performance of direct impact to revenue.

Top performer with 10+ years experience delivering cross functional leadership, security architecture, project oversight, technology management, staff management & supervision, system analysis, website architecture & development and risk management solutions through effective relationship/ team building, efficient staff collaborations/ liaisons, exceptional leadership—working closely with project participants, stakeholders, senior management and other employees.


Vicidial architecture & VoIP

telecommunications Engineering

Project & Resource Estimation Change Management

Project & Delivery Methodologies Technology Management & Deployment

Network Infrastructure


Project Transition &


Business Process Improvements Database Architecture & Design


Telecommunications/ Securities Architecture: Skilled in building telecommunications/security networks following several industry standards, NIST, FISM, PCI-DSS, ISO 27001, and ISO 17799. Adept at building security awareness programs, security policy development and security audits. Expert in building VoIP PBX Asterix telecommunications systems

Team Leadership: Capable of collaborating with teams in order to maintain professional standards. Great ability to provide direction, leadership, mentorship, develop relationships and maintain a favorable public relation. Project Management: Strong project management skills with expertise in developing project plans, coordinating resources, supervising project teams, controlling budgets and managing delivery performance. Possess skills at developing and delivering progress reports, continuous improvement project proposals, documentation and presentations. Display success presiding over projects, leading network infrastructure projects and overseeing software development projects.

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Business Process Analysis: Adept at exploring, designing, developing and testing Operational Business Processes with solid expertise in establishing operational specifications and formulating/ analyzing technical requirements.

Enterprise Architecture: Proficiently skilled in Enterprise Architecture and the methods and tools standardized by the TOGAF Framework.

Change Management: Comprehensive knowledge of the process, tools and principles of change management with ability to create guides/toolkits, communicate to stakeholders and identify continuous change actions. TECHNOLOGY PROFICIENCY

HARDWARE: Cisco, Windows Server Dell i-Series HP AIX OPERATING SYSTEMS: Windows Linux Unix OS/ 400 LANGUAGES: PHP Java C/C++ HTML/HTML5 Javascript ASPX C# .NET REST API SOAP API Web Services


MS Office MS Project MS Visio MS Exchange MS Office 365 Lotus Notes

Vicidial Sugar CRM Docusign API Dreamweaver Lead Cluster Sugar API Debt Trakker Excel Changepoint Helpstar McAfee Symantec Solarwinds Backtrack VMware Nessus Webinspect Wireshark

Appdetective Mailgun VICIDIAL


Certified Information Systems Security Professional (CISSP) Project Manager Professional (PMP) Lean Six Sigma Black Belt (LSSBB) Certified Scrum Master (CSM) Information Technology Infrastructure Library

(ITILv3 Foundations) Certified Virtualization Expert (CVE) Vicidial Expert Certified sugar developer Certified Sugar Administrator Certified Sugar Solution Architect PROFESSIONAL OVERVIEW

Director of Business Process Automation & Communications, PMO, IT, Facility & Security Paralegal Support Group Pompano Beach, FL Jun 2012 – Jan 2019 Key Responsibilities:

Managed and mentored 13 developers, IT staff, SEO, Communications Dept. and Direct liaison for all technology Designed, developed, built, integrated, migrated, and maintained CRM System with all other legacy systems using REST Api, WCF, web services, JavaScript, web development mark-ups and scripting languages

.Designed, integrated, and trained upper management and vendors on use of Intranet, Credit Card API, VoIP, Vici Dial, MYsql and posting systems.

Collaborated with CEO and software developers to optimize use of existing technologies through product development

Produced monthly reports of new systems created, productivity levels, revenue, and operation costs Negotiated with potential software developers on increasing affectivity by developing and implementing production increasing systems

Notable Contributions:

Negotiated lease agreement for Pompano Beach HQ in Pompano Beach, FL. and Panama City HQ in Panama. –

Coordinated move to new facilities, including all IT services to bring facilities online. Coordinated new security, telecommunications and IT Systems integrations with Hillsboro, FL HQ Pompano Beach HQ and Panama HQ

Increased production and revenue 75% through system automation, negotiations of operating costs, and the integration of international databases

Managed multiple Information Technology integration projects for standardization and alignment with sales department back end services

Directed implementation and creation of Intranet for the entire company.

Coordinated the creation of real-time reporting through the integration of Sugar CRM reporting and Vicidial Reporting

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Telecommunications Director, Senior Project Manager The Kramden Group, Boca Raton, FL Oct 2009 – May 2012

Key Responsibilities:

Assembled project team, assigned individual responsibilities, identified appropriate project resources and provided guidance/ direction to project team members Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns efficiency to meet established business goals

Implemented comprehensive dialing strategy based on analytics encompassing manual, preview and predictive dialing campaigns in combination with attended messaging and blast campaigns Oversaw day-to-day administration and monitoring of predictive dialer systems including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies Accountable for IT strategic and operational governance that delivered the alignment necessary with both the local business units and Canon USA IT Department

Presided over network infrastructure, security, help desk, programming, data center operations and telecommunications system

Performed a key role in project planning, budgeting, and identification of resources needed including requisitioning for replenished goods/services utilizing 3rd party vendors/ outsource partners Delivered engineering, architecture changes to necessary applications, databases, and servers for SOX compliance

Notable Contributions:

Created policies, procedures, standards and compliance monitoring by establishing a full ITIL framework for operational support.

Coordinated the build of revolutionary use of Vici Dial API with Lead cluster CRM schematics creating an integration that has never been done and addition of reports that improved intake time and all around sale from 3 hours to 30 minutes

Negotiated lease and contract agreements with vendors, resulting in cost containment for the department.

Managed supply chain software modification that decreased the turnaround time of delivery of orders from 3 days to 1 day.

Executed Business Process Re-engineering initiatives by providing Vicidial expertise and platform integration to deliver greater efficiency to the business, resulting in 50 million-growth year over year.

Prepared OWASP vulnerability assessment reports and architected corrective measures to mitigate identified risks.

Performed annual IT Department assessment to ensure minimum-security compliance as required by NIST 800-53.

Prevented compliance issues by collaborating with shared services organization at HQ.

Conducted compliance assessments and served as adviser to business owners.

Developed policy for User Security Access Privileges creation, modifications and terminations as well as the required reporting.

Sr. IT Manager Platinum Marketing Group Boca Raton, FL Jul 2006 – Sept 2009 Key Responsibilities:

Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns efficiency to meet established business goals

Implemented comprehensive dialing strategy based on analytics encompassing manual, preview and predictive dialing campaigns in combination with attended messaging and blast campaigns Page 3 of 4

Oversaw day-to-day administration and monitoring of predictive dialer systems including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies Create and implement daily caps and web form builds to maximize production and capital for the day Identified and implemented process improvements and development of systems Notable Contributions:

Coordinated Integration between web form builds and dialer system that revolutionized the intake process throughout the company

Designed all agent and management computer stations

Increased revenue from 100,000 to 4 million

Built reporting system specific to industry that helped management easily see where units were going, and what can be done to increase productivity

Designed the customer journey map leading to the successful execution of customer service experience.

Developed a social interaction site and SharePoint to consolidate research on all reference architectures. ADDITIONAL EXPERIENCES

Diabetic Specialist; Diabetes Care Now LLC., Boca Raton, FL (Apr 2006 – Jul 2006) Registered Nurse; JFK Medical Center, Atlantis, FL (Jul 2004 – Apr 2006) Nurse Associate; JFK Medical Center, Atlantis, FL (Dec 2003 – Jul 2004) Patient Care Associate; Nursefinders LLC, Sunrise, FL (Aug 2001 – Dec 2003) EDUCATION BACKGROUND

Associates of Health Science, Major in Nursing, Minor in Health Administration; Keiser University Page 4 of 4

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