Management Customer Service

Miguel A. Rivera…. DRIVING PERFORMANCE THROUGH LEADERSHIP, INNOVATION AND VALUE

**** *********** ***. ********, ** 20110; ******.*.******@*******.***; 571-***-**** Page 1 of 2

IT Business Leader committed to delivering business value by transforming business cultures, selecting and implementing innovative technologies, and creating an environment of continuous improvement. Exceeding management and customer satisfaction expectations by aligning IT initiatives with customer needs, corporate vision, mission and goals. Improving efficiency and effectiveness through governance, partnering, operational excellence, and business transformation.

Business and Technology Competencies:

Leadership Strategic Planning Contract Management

Budget Management Project/Program Management Vendor Management IT Governance Business Process Re-engineering Cloud Computing Resource Allocation Return on Investment (ROI) Network Engineering Risk Management Quality Assurance Enterprise Architecture Problem Solving Performance Management

Experience:

Chief Technology Officer 2011 to 2014

(USDA, Food Safety and Inspection Service)

Led and managed a government and contract workforce responsible for the enterprise architecture, engineering, and operations and maintenance business functions. Responsibilities included the management of a $52M yearly budget, cloud computing technology, business transformation, designing and building IT systems and products, and maintaining the availability of the IT production systems. Key accomplishments included:

• Transformed the IT business process model to align with a shared services approach.

• Improved business processes that increased customer satisfaction measures by 30%

• Improved human capital, employee morale, teamwork, and productivity through technology improvement, communication, and inclusion.

• Strengthened capital allocation of a $52M budget resulting in 30% cost avoidances through governance and alignment of IT investments with business strategies.

• Developed and implemented an IT Strategic Plan and an IT portfolio that improved system availability to 99.9% while minimizing business and security risks.

• Strengthened human capital, employee morale, teamwork, productivity, and quality of service by implementing a mentoring and coaching program.

• Developed a Mobility Strategy that improved continuity of operations, customer service and operational readiness.

Director, Network Architecture and Engineering 2007 to 2011

(DHS, US Customs and Border Protection)

Led a staff of 103 employees and contractors, and managed a $65M yearly operation budget. Served as the Chief Network Engineer and Senior Infrastructure Office responsible for the implementation of network engineering services and infrastructure modernization to 1500 business sites. Key accomplishments include the following:

• Transformed the IT culture and business model into an agile organization able to deliver innovative IT services to stakeholders with changing business requirements. Miguel A. Rivera…. DRIVING PERFORMANCE THROUGH LEADERSHIP, INNOVATION AND VALUE

• Developed governance processes that employed a systems approach to engineering that resulted in increased system availability, minimized system restoration times, and increase customer satisfaction.

• Led and championed the design of a security gateway that facilitated data center consolidation, improved data sharing and collaboration, increased cyber security, and facilitated the realization of 30% cost savings in IT costs. The gateway was delivered at a 90% cost avoidance and led to a 2009 Fed 100 Award by Federal Computer Week.

• Implemented a business technology management concept of operations approach that provided process and financial transparency, individual accountability, improved decision-making, mission alignment traceability, and project accounting principles that resulted in reduced IT expenditures, improved IT services availability, and fostered a climate of sustained innovation.

• Created a culture of learning and innovation, diversity integration, and employee and career development that resulted in a cohesive and technically competent team.

• Led the optimization of the corporate network that increased customer satisfaction by improving application performance while reducing bandwidth costs by $10M per year.

• Developed a technology lifecycle methodology to proactively maintain the network and forecast network expenditures that resulted in purchasing network infrastructure at an 80% cost avoidance.

Director, Technical Integration 2006 to 2007

(DHS, US Customs and Border Protection, Cargo System Program Office) Managed a $130M yearly IT budget and led a staff of 200 employees and contractors responsible for modernizing the automated commercial environment application. The modernization challenge required influencing the transformation of the enterprise architecture from mainframe to SOA based technologies. Key accomplishments included:

• Integrated the architecture, engineering, and operations and maintenance contracts into a performance based acquisition model that saved $12M per year.

• Implemented a component based architecture and engineering design model that eliminated redundant software subsystems and saved $13M in software licenses.

• Implemented an organization and service level agreement (SLA/OLA) methodology to outsource services that saved $16M and improved business collaboration. EDUCATION

Bachelor of Science, Nyack College, Nyack, DC

Major: Organizational Management

QUALIFICATIONS

Certified Project Management Professional (PMP)

Information Technology Infrastructure Library version 3 (ITILv3) Foundation Key Executive Leadership Program, American University FCW FED 100 2009 Award Winner

US Army Retired

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