Regional IT Manager

Analytical IT Leader with extensive experience managing high-performance teams, driving technological innovations, and optimizing operational efficiencies through strategic planning and informed decision-making across diverse industries.

Dynamic IT professional with expertise in IT systems management, product development, SaaS solutions, and infrastructure projects. Skilled in Agile methodologies, strategic planning, and cross-functional collaboration to drive business growth and enhance user experiences. Proficient in cloud systems, network security, technical troubleshooting, and leading digital transformations. Proven ability to optimize service delivery, align IT strategies with business goals, and lead teams to improve efficiency and reduce downtime. Proficient in deploying enterprise-wide systems, managing budgets, and fostering continuous improvement.

Areas of Expertise:

• Automation of IT Support Tasks

• Cloud Solutions for IT Support

• Customer Satisfaction & Service Excellence

• Helpdesk Operations Management

• Internal Communications & Reporting

• IT Governance & Best Practices Methodologies

• IT Service Management (ITIL)

• Network Monitoring & Troubleshooting

• Onboarding & Training for Support Teams

• Performance Metrics & KPI Monitoring

• Problem Resolution & Escalation

• Service Level Agreement (SLA) Compliance

• System Maintenance & Uptime Management

• Team Leadership & Development

• Ticketing & Incident Management

Professional Experience:

Principal Product Owner Progressive Global Energy, San Diego CA 2024 June – November 2024

Implemented product vision and roadmap aligned with business objectives by focusing on value creation and innovation. Collaborated with cross-functional teams to prioritize features and refine user stories, ensuring Agile processes and timely delivery. Leveraged data analytics and market insights to drive product improvements and establish success metrics. Ensured compliance with resiliency standards and generated QA reports to meet RPO and RTO goals.

• Led SDG&E’s IT Service Continuity team in disaster recovery planning, testing, and governance.

• Automated recovery run books and test scheduling via API calls to ServiceNow.

• Conducted risk assessments, mock scenarios and tabletop exercises, improving preparedness and recovery times by 27%.

• Facilitated failover and failback testing to meet SLAs during recovery.

Information Technology Manager Integrated Practice Solutions, San Diego CA October 2022 – November 2023

Guided corporate and business systems support teams to ensure high-quality service in line with company’s goals. Managed staff performance, set goals, provided training, and conducted reviews. Retained network security and oversaw the design, implementation, and maintenance of SaaS systems. Directed IT projects, managing change, resources, and progress for timely execution.

• Achieved 99.8% CSAT by overseeing ticket reviews, prioritizing tasks, and driving performance through KPIs and SLOs.

• Improved on-time code delivery and reduced sprint rollover by leading scrum standups and meetings, minimizing defect rates.

• Surged operational efficiency by managing Salesforce CRM, applying releases, and updating Zuora API integrations without disruptions.

• Rolled out Microsoft Intune for Windows and Mosyle for Macintosh, delivering a comprehensive MDM solution on schedule.

Chief Information Officer Baud Solutions, San Diego CA February 2019 – October 2022

Modernized IT operations, enhancing efficiency by establishing a clear vision and refining staffing, policies, and procedures. Led successful IT projects, ensuring timely execution and accurate reporting. Improved operations by integrating industry tools and frameworks, optimizing infrastructure and applications. Strengthened vendor management through review and oversight of service agreements for IT services and equipment. Built strong cross-functional relationships by identifying key opportunities for improvement.

• Drove business success by integrating helpdesk, RMM, and CRM systems with sales/marketing strategies.

• Managed client service contracts, including statements of work, proposals, and master service agreements.

• Improved client outcomes through strategic IT planning, budgeting, and process optimization, resulting in a 163% ROI.

• Advised management on emerging technologies and trends to align decisions with organizational goals.

Information Technology Manager Business Complete Solutions, Poway CA January 2018 – February 2019

Steered a six-member team to deliver exceptional customer service and innovative solutions in technology, infrastructure, and deskside support. Delivered technology solutions, including cloud-based services, by guiding partners and service providers as well as driving business success. Planned and organized in-depth technology assessments and provided personalized improvement recommendations to ensure alignment with client requirements. Managed staff recruitment, training, coaching, and performance evaluations to foster team development and performance excellence.

• Improved operational efficiency for 25 SMBs by managing Managed Services operations, focusing on service delivery, project management, and escalated support.

• Led a $250K Cisco Meraki network upgrade, enhancing connectivity across two headquarters and 30 remote sites.

• Maintained 100% SLA and KPI compliance, ensuring seamless delivery of all contractual obligations.

Operations Manager LCA, Temecula CA January 2017 – January 2018

Directed startup and daily clinical operations by overseeing facilities acquisition, contract negotiations, vendor management, and equipment procurement. Designed and implemented networking infrastructure, including setup of workstations, desktops, and peripherals to upscale operational efficiency.

• Integrated POS, security, and phone systems, aimed at advancing business processes and enhancing communication.

IT Infrastructure Manager CONAM Management, San Diego CA May 2016 – December 2016

Steered and refined seamless system uptime by overseeing the management, maintenance, and enhancement of all datacenter hardware and software. Aligned IT systems with business needs through collaboration with key stakeholders, ensuring infrastructure met evolving demands and business drivers.

• Standardized network infrastructure by deploying Juniper SRX firewalls, EX switches, and Aruba IAP wireless solutions.

• Led on-time system upgrades, including VPN mesh implementation between corporate and regional offices, within scheduled maintenance windows.

Senior IT Service Engineer Dudek & Associates, Encinitas CA September 2012 – May 2016

Optimized network performance by implementing Cisco routers with BGP peering for high-availability Internet and load balancing, improving bandwidth distribution. Enhanced security and access control with Palo Alto firewalls and Aruba Networks wireless solutions, simplifying management and deployment. Instituted first-ever Change Management system, authoring policies and best practices to streamline processes and ensure business continuity.

• Elevated operational efficiency by managing IT infrastructure and delivering support across 14 branch offices and HQs.

• Boosted network throughput with Riverbed Steelhead WAN devices, leveraging data compression, deduplication, and caching.

• Reduced costs and improved email availability by migrating from on-premise Exchange to cloud-based Office365.

• Increased storage capacity and performance by leading the migration to EMC2 VNX storage, improving disk performance and virtual infrastructure.

Network Systems Engineer California Healthcare Medical Billing, Escondido CA December 2009 – September 2012

Architected and configured High-Availability firewalls, routers, and servers, ensuring system reliability and security. Formed and enforced the 1st HIPAA-compliant Information Security Policy and Change Control system by securing sensitive data and compliance.

• Kept 99.999% uptime for hosted and cloud-based systems, providing top-tier technical support for hospital and clinical systems.

• Delivered on-call support and training for SaaS environments, resolving complex service requests.

• Designed and implemented Electronic Healthcare Record and Practice Management systems, enhancing healthcare delivery.

Additional Experience:

• Network Engineer, RA&MCO Insurance Services, Concord Network Engineer, Robert Half Technology, Pleasanton IT Manager, Townsend Inc., San Diego Network Administrator, Interactive Telesis, San Diego Analyst & Database Administrator, Creative Benefits, Vista Analyst, Aetna, Walnut Creek Helpdesk & LAN Support Specialist, Peoplesoft, Pleasanton

Education:

Bachelor of Science: Information Technology (Honors), University of Phoenix Magna Cum Laude

Certifications:

• Microsoft Certified Professional (MCID 2752047) Microsoft Certified Systems Administrator Certified Allscripts Enterprise Architect

Military Service:

• 2nd Force Service Support Group, United States Marine Corps – Camp Lejeune, NC: Served during Operation Desert Shield/Storm 1989 – 1993 Honorably Discharged

Technical Proficiencies

• Collaboration and Communication Tools: GoTo Meeting Google Workspace Jira MS Teams Zoom CRM and Service Desk Tools: Freshworks Salesforce ServiceNow Zoho Networking and System Configuration: Active Directory DNS DHCP TCP/IP Operating Systems: Windows 10 & 11 Windows Server Linux Mac OS X Productivity Tools: MS Office Suite (Word, Excel, PowerPoint, OneDrive, Outlook) Remote Desktop Support: GoToAssist RDP Splashtop TeamViewer Remote Monitoring and Management (RMM) Tools: Atera ConnectWise LogMeIn NinjaOne Datto Systems Monitoring Tools: Auvik ManageEngine SolarWinds Splunk WhatsUp Gold

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