Information Technology Services Delivery
Resume:
FRANK
FREITAS
Waxhaw, NC
*****@*******.***
Professional Summary
Experienced IT leader with 15+ years of experience in IT service management and technical operations, including cloud migrations in Azure and AWS. Spearheaded security transformation strategy utilizing advanced threat detection tools for 18% boost in systems protection. Recognized with President's Awards from ACS and Xerox. Drove a 17% increase in revenue by developing a 1- and 3-year technology roadmap.
Experience
Head Of IT Infrastructure and Business Systems
Indicor Holding LLC Charlotte, N.C. (Private Equity- Contract)
August 2024 -Present
Accountable for IT Infrastructure worldwide 16 different holdings companies
Steered high-performing teams across delivery, reporting, and risk mitigation for key roadmap initiatives, ensuring clear communication of strategy throughout the project lifecycle; saw 99.99% uptime
Directed the launch of serverless computing environments using AWS and Azure Functions, decreasing infrastructure overhead by 28% and accelerating application deployment cycles
Drove adoption of machine learning algorithms in customer service, leading to enhanced customer satisfaction scores as rated by 90% of users after the implementation
Championed continuous improvement initiatives across five departments, exceeding associate performance expectations
by 15% and slashing incident response times by 22% within six months.
Designed and implemented AI Chat GPT Enterprise, enabling associates to handle interactions with greater accuracy
A Team of 10 direct reports worldwide
Director of Technical Services
Eze Castle Integrators NYC, NY (IT Managed Services& Cyber)
May 2023 - June 2024
Accountable for all IT-managed services and cyber for 125 clients throughout the East Coast
Developed a 1 & 3-year technology roadmap to aligned with the company's growth strategy, resulting in a 17% increase
Instituted a mentorship program that paired new team members with senior engineers, resulting in a 95% satisfaction rate with onboarding and a 25% increase in employee retention
Optimized IT infrastructure and administrative operations; transitioned from globally distributed data centers to strategic co-locations and migrated on-premises installations to Microsoft Azure and SaaS solutions
Orchestrated a security transformation strategy that boosted systems protection by 18%, with customized threat detection tools and incident response procedures
Drove evaluations of IoT technologies for operational efficiency, leading to the successful integration of five new sensors across facilities, reducing energy consumption by 12% within 6 months.
Collaborated on cross-functional projects to integrate new technologies or systems into existing infrastructure
Deployment of products across customers such as XDR/EDR, SIEM, File Audit, CoPilot, Intune, and RMM & MFA
Steered end-to-end IT service delivery, reducing critical system outages by 37% and improving user satisfaction scores by 21% based on user surveys and feedback sessions
A team of 9 direct reports and 88 support engineers
VP of Information Technology /CIO
Istonish Inc. Greenwood Village, CO (IT Managed Services & Cyber)
December 2020 - March 2023
Led successful data and customer migrations from on perm to the AZURE and AWS cloud solution of over 800 systems supporting different industries
Revamped delivery practices while maintaining 98% customer satisfaction and saving 31% operation cost
Developed a process to streamline SOC2 and ISO 27001 audits
Built scalable and high availability platform solutions to support company growth objectives focusing on repeatability, cost, stability and variety
Conducted risk assessments to identify potential areas of vulnerability in IT infrastructure
A team of 11 direct reports and 92 support engineers.
Director of IT Business
Optiv Security Inc. Denver, CO (IT Managed Services & Cyber)
October 2018 – December 2020
Forged strategic alliances with 5+ external organizations, resolving critical IT infrastructure discrepancies and implementing streamlined data-sharing protocols, which enabled the production of valuable insights and cut downtime by 15%
Achieved a 25% boost in productivity and accountability through the training, mentoring, and motivation of over 35 IT team members and contractors in system management and configuration
Heightened business efficiency and maximized operations by resolving escalated issues on service delivery and customer satisfaction, enhancing relationships with partner organizations
Authored a security re-qualification process for all internal applications before and after updates provide confirmation of meeting company standard and best practice
A Team of 7 direct reports and 22 support engineers
Director of IT Managed Services
Conduent Inc. Carrollton, TX (IT Managed Services & Cyber)
January 2014 - October 2018
Acting CIO: gained a comprehensive understanding of clients' business and was instrumental in developing client portfolios across all departments, guaranteeing a professional and approach to meeting technical requirements
Propelled customer satisfaction from 35% to 75% by creating and managing 1- and 3-year strategic operating systems configuration projects to fulfill clients' technical needs
Maximized operational efficiencies by directing and coordinating the execution of GIS, VoIP, print management, document imaging, unified communications, and mobile device deployment into virtual environment
A team of 14 direct reports and 58 support engineers
ITS Director of Infrastructure
Xerox Company Dallas, TX (IT Managed Services)
February 2009 - January 2014
Redesigned new network infrastructure from core to 65 locations worldwide
Managed 33 data centers including support staff for all hardware and applications
Piloted a hybrid disaster recovery initiative across all sites, leveraging AWS and Azure cloud services to create redundant systems and decrease total cost of ownership by 15% in the first year
A team 16 direct and 86 support engineers
Director of IT Managed Services Dallas, TX ACS Inc December 2003 – February 2009
Data Center Services Manager Santa Ana, CA Ingram Micro April 1999 – December 2003
Portfolio Link
http://linkedin.com/in/frankfreitas888
Skills
Agile Project Management
AWS / AZURE
Business Process Improvement
Virtualization
Cloud Computing
ITIL Framework
Software as a Service (SaaS)
Software Development Life Cycle (SDLC)
IT Infrastructure Management
Application Development
Vendor Management
KPI Management
Cloud Security
Microsoft Hyper-V
Business Workflows
Industry Standards
Emerging Technologies
ITSM
IT Data Governance
IT Projects Management
Enterprise Architecture
Incident Management
Networking
Cloud Operations
Information Security
SIEM
Next-Gen Firewall
Database Systems
Virtualization Technologies
Business-to-Business (B2B)
Process Strategic Initiatives
Chat GPT
Copilot
Intune
Microsoft O365
Cloud Networking
NIST / NIS
GDPR
Awards and Training
2015 Conduent President's Award
2014 Xerox President's Award
2005 ACS President's Award
2004 ACS President's Award
ITIL Foundation
PMP
Six Sigma Green Belt
Radwin Certified
Microsoft Security SC-100 thru- SC400
Security Course
WT Clarke High School (High School Diploma)
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