Edwin G. Delos Santos

**** * ****** ****** #*** 619-***-****

San Diego, CA 92123 ad28yw@r.postjobfree.com

IT PROFESSIONAL

Accomplished Information Technology professional with extensive experience and success in leading mission-critical objectives. Directs, leads, and manages successful cross-functional teams in which leadership provides growth and expands boundaries. Experience in innovating and designing practical and successful solutions to organizational and financial challenges.

Responsibility to oversee the operations of the Information Technology department and to ensure it aligns with the business objectives of the organization.

Provided technology vision and leadership in the development and implementation of the agency-wide information technology (IT) program.

Led organizations by working closely with decision-makers in other departments, as well as other organizations, in planning and implementing enterprise information systems to support mission-critical clinical and business operations and achieve more effective and cost-beneficial enterprise-wide IT operations.

Evaluation and implementation of EMR (Electronic Medical Records) and PAC (Medical Imaging) systems.

Successful organization-wide implementation of PC refresh project.

An innovative leader who understands that strong working relationships create great teams and produce exceptional results.

Familiar with service desk, change management, escalation matrix for problem and resolution management for various enterprise application systems (e.g., EHR) or infrastructure. Familiar with mixed use of outsource and in-house staffing models.

EXPERIENCE

Optum Health, Irvine, CA 2022-Present

Director, Clinical Infrastructure Services (CIT)

Responsible for managing daily infrastructure operations (I&O) and enterprise initiatives for Optum clinics in Southern California, San Jose (CA), Oregon and Washington markets. Accountable for approximately a dozen new mergers and acquisitions (M&A) activities, including endpoint security, hardware replacements and assist with enterprise network/infrastructure consolidation. Performed budget management activities from $5 to $10 million on forecasts for endpoint lifecycle, new facilities construction and clinic moves. Responsible for EHR readiness and compliance with over 2,000 endpoints. Managed best practice and process improvements among CIT teams in the Western Region, including improvements to ITSM (ServiceNow).

San Ysidro Health, San Diego, CA 2021-2022

IT Manager

Responsible for managing daily operations of the service desk, field technicians and inventory teams. Represent team to other stakeholders and helping to ensure that the service desk is constantly developing and improving. Review KPI’s to

ensure success of a service desk team. Responsible for coordinating, planning, and leading system/application-related activities in an organization. Coordinate the recruitment for open or new positions within team by working with human resources or third-party recruitment firms by reviewing resumes, setting up interview screenings, selection, compensation analysis/negotiations and on-boarding.

IT Convergence, Irving, TX 2020-2021

Service Account Manager

Lead small to large scale projects starting by working with business users to translate their needs into developer-ready requirements and specifications. Able to facilitate the initiation of, analysis, and design of solutions with technical resources to ensure they meet client business and technical requirements. Experienced working directly with staff and business units to prioritize tasks and assignments on projects, then coordinating the efforts of team members and third-party contractors or consultants in order to deliver projects accordingly. Overall goal is improving the effectiveness of a company’s procedures and processes, its ability to meet client needs, and achieving its growth potential.

PERSPECTA, San Diego, CA 2018-2020

Service Delivery Manager, Health and Human Services, County of San Diego

IT Service Delivery Manager for San Diego County account. Oversee operations County account to include end to end ticket management, IT escalations, service levels, and customer satisfaction. Develop and implement Service Desk processes and procedures with ServiceNow. Act as the escalation point for the customer and third-party vendors. Senior level manager and business consultant liaison (24x7) for IT and customers for escalated service problems, new service requests and service level agreement concerns. Provided routine and emergency communication and status updates to clients, client executives and IT support teams.

Facilitated Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers to determine the root cause of outages and delays and required actions to be put in place to avoid them in the future.

Liaised between IT supplier and business users to ensure escalations were addressed and resolved within agreed service levels.

Participated in launch and implementation of ServiceNow, defining objectives, scope, and deliverables for the project.

NETWORLD SOLUTIONS, San Diego, CA 2015- 2018

IT Management Consultant/Business Development

Accountable to establish and develop new partnerships to provide value to new and existing clients with consolatory IT services. Managed quarterly marketing campaigns and events to attract new business or vendor opportunities. Consulted with business and healthcare entities on IT solutions utilizing in-house MapIT project methodology.

Coordinated new marketing materials and web content to improve company exposure.

Coordinated IT recruiting activities for existing or new clients for contract or direct hire

Managed and implemented cloud-based solutions for several clients including migrations to Office 365, Google and AWS

Performed assessments utilizing in-house MapIT methodologies to assist organizations with developing road maps for short-term and long-term solutions.

Reduced risk of lost or stolen PHI by coordinating security audits for new and existing clients

Coordinated Cisco Channel Partner Security certification to strengthen partnership and resources for existing and new clients.

DELL HEALTH CARE SERVICES/TENET HEALTHCARE, Orange County, CA 2011 – 2014

Director of IT

Responsible for end-to-end delivery and high-level oversight of all IT programs/ projects and daily operations at Tenet Hospital sites. Work with peers across the organization to collaboratively support health care initiatives and hospital mission. Responsible for managing the delivery of information systems and/or technology services, which may include software, networks, databases, helpdesk, etc. Responsible for assessments, planning, disaster recovery/continuity and active pursuit of improvement to processes and all aspects of project engagement. Oversaw the preparation of various IT statistical, scorecard and audit reports.

Managed infrastructure requirements and implementation of key network and desktop improvements ahead of Cerner electronic healthcare record implementation

Responsible for new hire recruitment and on-boarding

Achieved cost savings with telephony infrastructure through replacement of PBX components, including end of life voice mail and delivery of voice/data via SIP trunking.

Reduced risk of lost or stolen PHI and corporate email delivered and stored on personal smart phones by managing implementation of mobile device management solution to hospital staff and physicians

Implemented telemedicine solution to streamline pediatric consults in the emergency room between four Tenet hospitals in the Orange County area.

AUTISM SPECTRUM THERAPIES, Culver City, CA 2009 – 2011

Agency employs the latest behavioral analysis findings to develop tailored programs that address the needs of individuals with autism and their families, schools, and communities throughout Los Angeles and San Diego Counties.

Director of IT

Oversaw the creation of IT staff and management of infrastructure including co-located data center, telecommunications, desktop, peripherals and cell phones. Project managed the opening and moves of several company offices in Los Angeles and San Diego. Fostered the partnership and value of IT in a growing and unique organization.

Saved close to $40,000 per year on Verizon cell phone bill by joining a general purchasing organization (GPO). Reduced capital expenditures by 35% from Dell, CDW, HP, Cisco, and other vendors as a member of “Premier.”

Implemented a cost-effective remote desktop alternative that allowed staff with non-company PCs to access enterprise applications via a website, which eliminated support issues and software costs. Telecommuting also reduced overhead.

Reduced cabling costs over 50% by implementing cost effective data/voice solutions at new office site in Burbank.

Lowered travel costs for technicians by replacing non-enterprise network infrastructure at several office locations that added remote support and monitoring capability.

Increased efficiency and productivity by upgrading smart phones to one standard and provided secure email capability to supervisory staff.

Leveraged the useful life of existing phone systems, reduced toll-calling costs between multiple office locations which saved time by implementing four digits dialing to four office locations with disparate phone (PBX) systems.

THE SCRIPPS RESEARCH INSTITUTE, La Jolla, CA 2008 – 2009

World’s largest independent non-profit biomedical research facility and leader in the discovery and application of breakthroughs that improve human health.

Operations Manager

Developed and implemented IT policies, standards and process improvement initiatives. Directed the development of the Project Management Office (PMO) and monitored key project performance deliverables to PMO approach and methodology.

Improved ability to secure, manage, and maintain existing and new information technology by authoring acceptable use policy, standards, guidelines, and change management processes and documentation.

Improved existing work processes by evaluating operations of professional, technical and other IT support staff relative to IT services and performance requirements and recommending changes.

Assisted project team with a remote campus learning technology solution that allowed scientists and graduate students to attend real time seminars and classes utilizing audio, video and electronic chalkboards.

RADY CHILDREN’S HOSPITAL, San Diego, CA 1990 – 2008

18 years of successive career progression in increasing roles of responsibility at San Diego regions only designated pediatric trauma and health care system.

Director of IT

Reported to the CIO, managed daily IT and telephony operations and provided ongoing operational support. Managed all IT functions including data center management, vendor relationships technical support, financial monitoring and disaster recovery planning. Oversaw operating and capital budgets and directed the activities of IS staff.

Improved customer services and increased on-time delivery of service response to clients 50% by altering operations staffing model and implementing remediation solutions.

Reduced costs 33% by analyzing network traffic and eliminated unnecessary routing and equipment.

Implemented enhancements that created a more capable and reliable network infrastructure including wide-area network bandwidth, firewall security, disaster recovery procedures, and streamlined remote access.

Improved service and response time by deploying hardware monitoring system including multi-tier paging alerts for system issues.

Significantly improved efficiency of Meditech clinical documentation and patient care by deploying several major hospital technology initiatives and managing wireless network infrastructure implementation.

Delivered cost savings for local calling to Hospital by four-digit dialing, voice mail, access to Meditech HIS systems, internet and email by implementing Cisco voice over internet protocol (VOIP) at 16 satellite clinics and urgent cares.

Significantly increased data center capacity by implementing major improvements to data center environmental conditions including significant enhancements to power and HVAC.

Implemented initial phase of disaster recovery for data center by splitting and relocating network core to seismic compliant space.

Eliminated radiology film by selection and implementation of Hospital’s first PACS system.

EDUCATION/TRAINING

Business Administration Systematic Project Management

San Diego Mesa College Business Processes Inc., San Diego, CA

Lessons in Leadership Program Meditech Application Training

Ken Blanchard, San Diego, CA Boston, MA

Data Center Operations Cisco Express Security Partner

Anixter Corporation, San Diego, CA San Jose, CA

PAST AND CURRENT PROFESSIONAL AFFILIATIONS

Medical Users Software Exchange (MUSE) Gartner Datacenter User Group

Healthcare Information & Management Systems Society (HIMSS) Cisco IP Telephony User Group

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