Vice President It Support

Executive Summary:

Results-oriented IT leader with over 30 years of experience delivering cost-effective IT services and solutions to complex businesses across financials and commodities sectors. Demonstrated expertise in implementing IT service strategies, managing continuous process improvements, and building and leading creative IT service-oriented teams. Proven track record in networking, LAN/WAN, desktop services, and infrastructure management. Proficient in integrating customer support centers and infrastructures, implementing telephony designs, and executing IT support strategies. Well-versed in regulatory compliance frameworks such as Sarbanes-Oxley, GRC and COBIT. Skilled in disaster recovery planning, budgeting, and ITIL methodologies.

Core Competencies:

Integration of Customer Support Centers & Infrastructures

IT Process Mappings & Continuous Improvements

Telephony Designs & Implementations

IT Support Strategies & Implementation (ITIL)

Regulatory Compliance (Sarbanes-Oxley GRC & COBIT)

IT Cost Management & Budgeting

Disaster Recovery (BCP) Planning

Team Building & Management

Infrastructural Management

Data Center Management

MS Sharepoint Development

M&A Integration

Professional Experience:

First Vice President of IT Global Services 2014 to 2023

Vice President of IT Global Services 2007 to 2014

Bayview Asset Management – Coral Gables, Florida

Successfully managed a $12.5 million budget to drive operational excellence and innovation.

Led the successful implementation and integration of ServiceNow across all modules, enhancing helpdesk and desktop support services, while overseeing desktop engineering and SharePoint administration.

Orchestrated IT compliance and governance initiatives, streamlining processes to meet regulatory requirements and mitigate risk, alongside meticulous management of IT financials, procurement, and vendor relationships.

Spearheaded comprehensive datacenter operations strategy, optimizing efficiency and reliability while ensuring seamless disaster recovery and business continuity protocols.

Managed enterprise copiers and print management, offshore QA teams, voice services, and Call Center Technologies.

Senior Manager of Global Support Services 2004 to 2007

Senior IT Manager - Customer Service & Support 2003 to 2004

World Fuel Services Corporation - Doral, Florida

Successfully managed desktop services, remote branch support, and helpdesk services for 800+ employees across America, Europe, and Asia Pacific regions, overseeing a staff of 23 and a $2.1M operating budget.

Global Client Services - Vice President, US & UK Regional Manager 1998 to 2003

Deutsche Bank, AG - New Jersey, Jersey City

Led customer service delivery to over 35,000+ employees across two primary regions, optimizing helpdesk services and implementing Remedy Problem, Change, Request, and Asset Management systems.

Client Services - Assistant Vice President - US Regional Manager 1996 to 1998

Bankers Trust, Deutsche Bank - 130 Liberty Street

Supported 12,000+ employees with day-to-day IT needs, consolidating support centers and implementing quality assurance programs.

End User Services - New York 1994 to 1996

Bankers Trust Company - 280 Park Avenue

Supported 4,000+ employees with IT needs, implementing formal training programs and quality assurance initiatives.

Real Estate / Facilities Management - New York 1990 to 1994

Bankers Trust Company - 280 Park Avenue

Coordinated facilities and logistic changes for the Global Merchant Banking group, demonstrating proficiency in project management and coordination.

Management Profile:

Highly motivated and creative leader with a proven ability to optimize results through effective negotiation and broad-based technical knowledge.

Inspiring leader known for producing exceptional results in demanding environments, willing to take risks and lead by example.

Proficient in financial planning, forecasting, budgeting, and cost management, with a track record of achieving critical service goals and objectives.

Additional Attributes & Education:

Associate degree in liberal arts & science from New York City Technical, Brooklyn, NY.

Certified in ITIL Foundations and Incoming Call Center Management (ICCM).

Extensive training in managing IT people, time management, and global matrix management.

Experienced in cross-border labor laws (UK, Germany, Canada) and mentoring/coaching individuals in both IT and non-IT roles.

Knowledgeable in call center industry standards, emerging technologies, facility planning, disaster recovery, and telephony implementations.

Business Skills:

Corporate Operations

Business and IT Transformation

Call Center Technologies and Operations

Telecommunications, Voice, and PBX Management

Enterprise Solutions, Cloud Infrastructure

Outsourcing, Vendor Management, and Contract Negotiations

Program Management

Business Continuity and Disaster Recovery

Service Desk, Desktop Engineering, and ITIL Service Management

IT Compliance and Risk Management

Strategic Planning and Cost Management

Business Intelligence and Analytics

Off and Nearshore QA and Development Management

Systems Integrations and Lifecycle Management

Technology Skills:

Microsoft 365 production and Services

CITRIX

AVAYA/POLYCOM Other CX Cloud base solutions

ABSOLUT ASSIST/ TANIUM SOLUTIONS

RING CENTRAL/ POLYCOM/FIVE9

TABLEAU

ORACLE/SQL/POWER BI

APP DYNAMIC CISCO

SERVICENOW.COM

SAAS /CLOUD SERVICES / AZURE, AWS & Google

QRM/ENCOMPASS

VARONIS

ANTI VIRUS SOLUTIONS/WORK STATION/SERVERS

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