Customer Support Call Center

Director of IT Infrastructure/Technical Service Desk

Enterprise Monitoring and Network Solutions Contract Management

Business Continuity and Disaster Recovery Planning and Testing Vendor and Client Relations

Cross-functional Leadership Change Control and Implementation Conflict Resolution Enterprise Endpoint Management

Qualifications Profile

Seasoned, goal-focused, and multifaceted professional, offering wide-ranging experience in all aspects of information technology encompassing service desks, data centers and analytics, infrastructure, security, telecommunications, technical, application support, and database administration. Armed with excellent organizational skills in initiating procedures and processes, new corporate service desk and task management systems, as well as service level agreements (SLAs) and service level objects (SLOs). Highly capable of dealing with ITIL and large-scale server maintenance and telephony. Equipped with strong work ethic; adept at attaining goals and objectives and developing technology business.

Professional Experience

JCM Consulting

Principal IT Consultant September 2021 - Present

Provide strategic direction and leadership to the infrastructure team, overseeing the implementation, and management of all IT infrastructure components, including Customer Support, servers, networks, storage, and cloud infrastructure.

Define and manage the infrastructure budget, ensuring efficient use of resources and alignment with organizational goals.

Develop and maintain IT policies and procedures, ensuring compliance with regulatory requirements and industry standards.

Manage relationships with vendors and service providers, negotiating contracts, and ensuring service level agreements are met.

Implement ITIL best practices to improve service delivery, incident management, and change management processes.

Collaborate with other departments to identify and prioritize IT initiatives that support business goals.

Lead the implementation of new technologies and solutions to improve IT efficiency and performance.

Managed daily operations of the infrastructure teams, overseeing the implementation, and management of all IT infrastructure components.

HealthSmart, Las Colinas, Texas

Director It Infrastructure September 2020 – September 2021

Manage day to day operations of Customer Support, System Administration, Network, Systems, Application Support, Data Base Administration, Storage, Backups, Office365, Active Directory IT Security and Data Centers

Upgrade and migrate current Windows, Linux and network infrastructure to parent company’s Co-Lo and Data Centers

Manage annual IT budget

Implement and support BYOD Mobile Device Management using Microsoft Office 365 Intune

Maintain system and Operating Systems patching

Implement and maintain 2 factor authentication tools

Supported SaaS infrastructure, internal and Cloud

Upgrade and migrate all regional offices network infrastructure to parent company MPLS

Strategically plan and enforce disaster recovery and business continuity goals and objectives

Vendor relations and contract management

Monitor and manage Network security issues utilizing 3rd party tools.

Precision Document Solutions, Carrollton, Texas

Senior Director of Infrastructure and Technical Support November 2017–September 2020

Provide direction and mentorship to all IT staff including Infrastructure, Network, Data Center, and Technical Support teams

Attain objectives established by the senior management by proposing and implementing company IT strategies

Develop and handle annual IT budget, while dealing with IT functions and infrastructure for regional offices such as mobile device management, desktops and laptops, voice over internet protocol (VoIP) telephony systems, and network and system security

Supported SaaS infrastructure, internal and Cloud

Facilitate assessment and discussion of IT and service desk tools, processes, and applications to the senior management for the improvement and reorganization of corporate and client operations

Effectively execute new corporate service desk and task management systems, as well as change management and Root Cause Analysis policies and procedures

Responsibility for conceptualizing, evaluating, and modifying IT corporate-wide processes and policies

Set service level agreements (SLAs) and service level objects (SLOs) to render assistance to internal and external clients

Strategically plan and enforce disaster recovery and business continuity goals and objectives

Vendor relations and contract management

Demonstrate technical skills in suggesting, installing, and configuring new hardware and network infrastructure to help the expanding client base, as well as in administering an enterprise monitoring tool for the company’s internal and client’s infrastructure

MONI Smart Security, Farmers Branch, TX

Senior Director of IT Infrastructure Jul 2016–Mar 2017

Supervised and coached the Telecommunication, Network, Database Administrators, Data Center, Storage, and Server teams

Controlled infrastructure budget by analyzing all existing contracts and negotiating new contracts

Supported a large data center relocation by establishing the new infrastructure technology

Formulated an infrastructure business continuity plans, while handling security with duties involving:

—Investigation and resolution of security-related issues as main point of contact

—Drafting and documentation of internal security policies and procedures

—Evaluation of vendor documentation on security policies, notifications, and procedures; as well as firewall and intrusion detection tools and notifications; and

—Assessment of historical threats; response to risks, gaps, and violations; and execution of enhanced protocols as the chair of a committee

Assumed accountability in performing network penetration testing utilizing Wireshark tool sets

Directed a team in charge of improving the effectiveness of both change management and root cause analysis processes

Made use of Nutanix internal cloud technology in redesigning the infrastructure to support SQL databases, business intelligence (BI) environment, and internal applications

MedSynergies, Las Colinas, TX

Director, Service Desk, Technology Infrastructure, and Network Operations Jan 2006–May 2016

Spearheaded a high-performing technical support department comprised of geographically distributed managers and team members, while hiring and training IT Infrastructure, Storage Area Network (SAN), Security, Telephony, and Network teams

Supported GE Centricity practice and group management SaaS infrastructure, internal and Cloud

Automated IT and processes

Conceptualized strategies and goals to increase efficiency and offer outstanding level of customer support

Decreased human errors by implementing automation and end-point monitoring tools

Oversaw database administrator (DBA) infrastructure design including development of SQL database for analytics, maintenance, and infrastructure

Administered profit and loss and budget to assess all aspects of vendor contracts and agreements

Handled the procurement process and internal licensing compliance for operating systems, applications, databases, and hardware

Guaranteed a stable and consistent technical environment by executing SLAs across the infrastructure

Set strategic direction to the network and server teams such as Data Center, Exchange, Data Storage, Data Security, Active Directory, and Data Backup

Observed strict adherence to Health Insurance Portability and Accountability Act (HIPAA), Statement on Standards for Attestation Engagements (SSAE) No. 16, System and Organizational Controls (SOC) 2, and Payment Card Industry Data Security Standards (PCI DDS) in preparing on side audits, including patch management using Microsoft SCCM

Acted as the project manager for IT infrastructure build out of the company, with 450,000 sq. ft. corporate office and three regional offices and offshore partners

Notable Accomplishments:

Steered efforts in onboarding healthcare hospitals and their associated clinics of more than 400 within a period of 12 months, as well as the GE client systems

Brought key contributions in managing, hiring, and mentoring a service desk team who earned 98% approval rating from clients

Played an integral role in the relocation of three data centers to one centralized location within 14 months

Minimized the overall datacenter footprint, while doubling the size of the server capacity through implementation of VMware infrastructure

Served as driving force in establishing an enterprise-wide monitoring and alerting solution that integrated with service desk incident management, network and application management systems

Implemented and managed Cisco VoIP and web conferencing, EMC/Dell SAN storage, and Citrix solutions to provide support to more than 3,000 offshore and US-based users

Professional Development

Certifications:

Microsoft Certified Systems Engineer (MCSE) Certified Network Engineer Microsoft Certified Professional

Microsoft Certified Product Specialist Certified UNIX Administrator

Certified Spectrum Network Solutions Engineer

Southern Methodist University (SMU) School of Engineering and Applied Science, Dallas, Texas

Training:

Top Gun: Patrol Enterprise Manager (PEM) Patrol Knowledge Modules (KM) Control SA

Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) Solutions

BMC Software, Dallas, Texas

Awards

Outstanding Performance Award, Helpdesk Magazine

Outstanding Call Center Management Award, Client Server Magazine

Outstanding Performance as Senior Technical Software Consultant, BMC Software

Service Excellence Award, MedSynergies

Technical Acumen

SaaS Healthcare Patient Management Systems

GE Groupcast GE Centricity NexGen GE Flowcast Epic Allscripts

Business Intelligence

Cognos & Power BI

Project Management Tools

SCRUM Framework Microsoft Office Applications (Project and Visio) Adobe Acrobat

Operating Systems

IBM AIX 9.x SCO UNIX Linux Windows Desktop Server 2012, 2016, 2019

Call Center Solutions

Footprints Helpdesk Authority Remedy ServiceNow CustomerQ Heat

Attention Software Peregrine Phonepoint

Enterprise Management Solutions

BMC Patrol (KMs) BMC Patrol Enterprise Manager

Network Management Solutions

CA UIM SLA and Monitoring SolarWinds ServicePATH PRTG

CA Spectrum Intuit Enterprise Network Manager WhatsUp Gold

Databases

SQL Sybase Cache

Others

Nutanix Internal Cloud Solution Microsoft Azure Cloud Solution Wireshark

VMware/MS Hyper-V F5 Load Balancers Technology Citrix SharePoint

NetApp EMC Veeam Backup & Storage Solutions Microsoft Active Directory Microsoft System Center Configuration Manager

Exchange Server – Office 365 Implementations

Barracuda Cisco Networking Technology SecureWorks DUO - Two Factor Authentication

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