Manager Management

EXPERIENCED IT MANAGER

A forward-thinking, solutions-focused business planning and decision

support leader with an outstanding record of achievement in corporate and

field operations. Repeatedly recognized as a high-performer who

consistently adds significant organizational value

Customer Service ( Technology Support ( Telecommunications ( Solution

Design ( Scheduling

Resource Management ( Project & Product Management ( Budgeting ( Leadership

& Mentoring Change Management ( Workflow Optimization ( Systems

Implementation ( P&L Management

PROFESSIONAL EXPERIENCE:

IT Operations Manager, Phoenix AZ

2014 to present

Naya Energy, Phoenix, AZ

Company Bio: Energy management system, working with companies to identify

electricity usage, identify inefficient equipment, bill analysis and

map device usage to cost.

Manage operations and IT support for the main office startup company.

Setup internal lan network, email, printing, 3cx telephone system, Wi-

Fi, PAN and Wan infrastructure.

. Setup Zigbee wireless networks document process and management of pans

. Implemented arm based control server running debian Linux as our

control server

. SaltStack as the primary management tool to remotely control devices.

. Using Amazon AWS services for our cloud storage/database solution.

Company Support Manager, New England and Upstate NY

2005 to 2014

H&R Block, St. Petersburg, FL

Company Bio: Retail and on line tax return services $3B annual revenues.

10,000+ retail tax offices throughout U.S., Puerto Rico, Canada and

Australia.

Manage Operations and IT support for 430 offices in New England and Upstate

NY, 17 Direct reports and 50 indirect reports. Ensuring day to day

operations of facilities, computer operations, and administrative

support for 21 Sales District Managers and two Regional Sales

Directors.

. Expanded client contacts & appointments by designing and opening 4

inter-connected call centers to capture missed calls from offices

. Developed budgeting tool adopted company-wide for 4 million dollar

labor budget

. IVR implementation, system to front face offices' phone calls to

reduce interruptions to client service

. Asset management systems worked with financial analysis's to reconcile

financial assets versus assets in service, worked with outside audit

team to define and implement asset life cycle procedures.

. Office Expansion and Remodels - approx 400 offices per year required

remodeling or relocation worked with PM, GC and designers to ensure IT

low voltage and power specifications were fulfilled

. Helpdesk Call Center - implemented VoIP system for helpdesk to enable

remote field agents to be part of the virtual call center. We serviced

both technical and applications to resolve issues remotely reducing

costs to contact, by reducing field dispatches

. Recognized as High Performer, 2012's "CIO Award for Leadership",

2010's "Top 200 Performers Award for Excellence" and 2007's "CIO Award

for Excellence"

SouthEast Technology Manager

2011-2012

Managed Southeastern states and Puerto rico IT environment, 6 direct

reports and 25 indirect reports

Approximately 1100 offices infrastructure and telecom environment

East Coast Technology Manager

2010-2011

Managed Eastern Seaboard Maine to Puerto Rico, 12 direct reports and

120 indirect reports

Approximately 2400 Offices IT Infrastructure and Telecom environment

SouthEast Technology Manager

2005-2010

Managed Southeastern states and Puerto Rico IT environment, 6 direct

reports and 25 indirect reports

Approximately 1100 offices IT Infrastructure and Telecom environment

Director of Information Technology 2002 - 2005

The Brattle Group, Cambridge, MA

Company Bio: Financial and Economic Consulting firm with annual revenue of

$13M, who provide expert witness testimony in areas of expertise. U.S

and International presence supporting principals, staff and

technology.

Managed all technology functions for four cross-continental offices,

including network, support staff, and application development teams.

Upgraded systems, infrastructure, telecom, and end-user devices, to ensure

continued stability and meet current business functionality.

. Implemented web-based application system for HR, allowing mining of

candidate data, reporting, statistical analysis, and automation of

responses.

. Installed HR performance review system, reduced review cycle time by

80 hours.

. Generated annual Telecom savings of $50K by streamlining billing for

telecommunication plans, consolidating vendors, interconnected DC and

Boston locations voice, video and data to reduce communication costs.

. Video conferencing system - resulting in a 15% reduction in travel and

more cohesive team meetings, using IP and ISDN technologies

. SASS upgrade merged multiple Sun Unix systems into one system to

reduce redundancy and use assets more efficiently and reduce operating

costs

. Implemented Helpdesk - streamlined procedures and implemented tracking

system to identify trends and quantify work load

. Project managed application development - managed vendors performing

development of database and web platforms

. P&L Management - managed labor and infrastructure costs, worked with

CFO and controller to balance business and financial impacts

. Recognized in front of Board of Directors for ensuring system

stability and reliability and +99.9% uptime

Director of Computer Operations

1998 - 2002

BostonCoach (Fidelity Investments Company), Everett, MA

Company Bio: Executive Transportation Company with annual sales of $40M,

7x24 environments which included back office, call centers,

dispatching centers, remote offices throughout the U.S and 35

countries.

Recruited and trained eight technology managers to stabilize technology

operations in eight locations.

Implemented internal company production control culture and implemented

strict change management. Oversaw $4M budget and directed all

technology operations.

. Ensured production systems environment stability by creating change-

control procedures for software updates, created segregated test and

development environments.

. System Upgrades - upgraded and maintained AS400, NT, Novel and UNIX

systems to ensure security and functionality

. Infrastructure Upgrades - upgraded LAN network environment to

redundant Cisco switches and CAT5 to support gigabyte speeds,

consolidated and reduced WAN links and implemented ISDN backup

circuits

. Minimized Telecom Costs and Expanded functionality by consolidating

three disparate phone systems into two consistent redundant systems

. Reduced customer hold time to two minutes by call routing via ATT

cloud

Previous Experience:

Senior Network Administrator - Bronner, Slosberg, Humphrey, Inc. - Boston,

MA

Consultant - Compshooters - Westford, MA

Programmer & Systems Support - TravCorps - Malden, MA

Experience:

Server: Wintel, Linux, Novell, AS400, VAX

Desktop: Wintel, MSOffice, SharePoint, MapPoint, Visio, Summation Blaze, MS

Project, Access

Technology: Firewalls, Routing, Switching, Gateways, WAPs, Client/Servers,

Storage, and Networking

Telephony: Avaya, Nortel, NEC, 3cX and VOIP

Leadership: 4DX Disciplines of Execution, Situational Leadership I & II

EDUCATION & PROFESSIONAL ADVANCEMENT:

B.S., Computer Science, State University of New York at New Paltz

A.A.S., Data Processing, State University of New York at Mohawk Valley

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