Director, Technology Operations

Professional Summary

Results-driven IT leader with over 26 years of experience in customer support, Cloud technologies, technical support, and workforce management within multinational organizations. Proven ability to drive strategic projects, optimize support operations, and foster team growth in fast-paced technical environments. Strong communicator adept at simplifying complex technical topics and building cross-functional relationships to enhance customer satisfaction and achieve measurable business results.

Experience Highlights

Customer Support & Escalation Management: Over 5 years managing customer support and escalations in technical environments. Expert in analyzing customer needs, resolving high-stakes issues, and ensuring optimal service delivery in line with SLAs.

Leadership & Mentorship: 1+ years of people management experience, focused on mentoring and guiding support teams to excel. Demonstrated ability to lead by example, foster a positive team culture, and develop individual potential within a collaborative, results-oriented environment.

Strategic Project Execution: Skilled at driving cross-functional initiatives and aligning product roadmaps with organizational goals. Proven success in executing projects that enhance product quality and customer experience, with a hands-on approach to QA and continuous improvement.

Data-Driven Approach: Extensive experience using automation, trend analysis, and support metrics to improve operational efficiency and support processes. Keen analytical skills with a focus on continuous improvement and proactive issue resolution.

Technical Proficiency: Strong understanding of technical architecture, security policies, and AI systems, combined with a data-driven mindset. Able to communicate complex topics effectively to both technical and non-technical audiences, ensuring customers have a clear understanding of solutions provided.

Multitasking & Prioritization: Exceptional ability to manage multiple priorities, from handling customer escalations to driving strategic initiatives, without compromising service quality.

Commitment to Quality & Customer Satisfaction: Passionate about product improvement and quality assurance, with hands-on involvement in QA to maintain high product standards and customer satisfaction.

PROFESSIONAL EXPERIENCE

Majesco

Director, Technical Support

06/2023 – 07/2024

Lead a global team to provide top-tier technical support, managing customer engagements and technical tickets.

Successfully reduced ticket inflow and backlog by implementing strategic process improvements.

Collaborate with global infrastructure teams to maintain SaaS environments, minimizing outages and ensuring customer satisfaction.

Conduct regular meetings with clients to align software solutions with their evolving needs.

Diebold Nixdorf

Head of North America, Maintenance and Support

12/2021 – 06/2023

Oversaw support, maintenance, and contract management for North American clients, focusing on ATM hardware and software solutions.

Partnered with sales teams to integrate support and maintenance into contracts, driving revenue growth.

Managed a high-performance team, setting strategic goals and ensuring project delivery on time and within budget.

Fiserv

Director, Technology Operations, Infrastructure/Monitoring/Development

01/2021 – 12/2021

Led the operations of the Commercial Center software, managing customer support, infrastructure services, and client conversions.

Defined processes and metrics for incident resolution, product upgrades, and infrastructure enhancements.

Managed a team of developers to ensure seamless platform operations and customer satisfaction.

Ally Bank

Director, IT Technology Operations, Tools/Monitoring

11/2018 – 08/2020

Directed steady-state operations, focusing on improving customer satisfaction and infrastructure resilience.

Spearheaded the bank's transition to cloud infrastructure, including risk evaluation, budgeting, and executive presentations.

Established KPIs to monitor performance during the transition, ensuring business continuity and capacity management.

BNY Mellon

VP, Director Mainframe Automation

08/2017 – 11/2018

Managed a global team responsible for mainframe automation, disaster recovery, and datacenter consolidation.

Led a $135 million project, consolidating datacenters and mainframes, completed 4 months ahead of schedule.

Implemented GDPS for a robust disaster recovery solution, enhancing operational resilience.

BNY Mellon

Lead Manager Application Services, Information Technology Manager II

12/2013 – 08/2017

Managed incident, problem, and change management for over 240 applications, including critical financial systems.

Developed business continuity and disaster recovery plans, ensuring operational readiness across diverse industries.

Led cross-functional teams in crisis management, delivering uninterrupted services during business interruptions.

CA Technologies

Principal Support Engineer

08/1998 – 12/2013

Provided advanced technical support and training, leading efforts to troubleshoot complex issues and enhance product quality.

Spearheaded customer environment recreations using VMware, reducing resolution times and increasing customer satisfaction.

Acted as a senior engineer, mentoring junior staff and driving improvements in support processes.

EDUCATION

International Academy of Design and Technology

Associate’s Degree, Management of Information Systems

GPA: 3.52

KEY SKILLS

Excellent communication skills with experience in customer-facing interactions

Strong cross-functional collaboration and relationship-building skills

Flexibility and availability to meet SLA commitments in a customer support Setting

Strategic IT Management

Cloud Technologies & Infrastructure

ITIL & Agile Methodologies

Incident, Problem & Change Management

Disaster Recovery & Business Continuity

Customer Engagement & Support

Workforce & Vendor Management

Budgeting & Financial Planning

Cross-Functional Team Leadership

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