Customer Service Management

JAIRO W. LEMA

** ****** ****** *******, ** *****

845-***-**** H – 914-***-**** C

E-Mail: *****@****.***

www.jwla.com

TECHNOLOGY EXECUTIVE

Dedicated and responsive IT Executive with a 20 year track record of successfully implementing advanced technology and business solutions. Proven ability to reorganize, revitalize, and restructure IT Operations, Services, and Infrastructure within startup, turnaround, and globally distributed environments. Known as a transformational engineering executive with a reputation for enabling business aligned strategies, while assuring future growth and IT operational agility. Tenacious leader with extensive, in-depth, experience in building and motivating dynamic teams, customer service, software development, data center management, and project management. Major strengths in strategic planning and using technology as a competitive advantage.

Areas of Management Competency & Technical Expertise

Strategic Business Planning Balanced Scorecard IT Operations Development Project Management

ITIL v3 (certified) Applications Development Programming Languages (many) Disaster Recovery

Technology Rightsizing Data Warehousing Virtualization Operational Infrastructure

Career & Achievement Summary

ARMGO Pharma, Inc. – New York, NY (Apr 07 – Present)

SENIOR DIRECTOR OF IT

Recruited to direct and maintain all IT activities for this newly formed Pharma startup.

Architected and rolled out ARMGO’s entire IT Infrastructure, inclusive of Telco, LAN, WAN, SAN, Active Directory, desktop, server, and scientific software components.

Enabled effective remote office to headquarters computing capabilities based on VPN, SSL, and virtualization technologies.

Improved collaborative communications with European partner by leveraging video conferencing and SharePoint technologies

Maintained low costs associated with software licensing and hardware replacement cycles, by implementing VMware virtualization.

Deployed various cloud based environments including data rooms, HR management, performance management, and research discovery systems.

Defined all computer, network, and business continuity policies and procedures.

Successfully achieved zero downtime during ARMGO’s corporate headquarters relocation.

Oversee all development efforts related to ARMGO’s corporate website, order tracking, data room, and electronic notebook systems.

Taro Pharmaceuticals, USA – Hawthorne, NY (Jul. 05 – Mar. 07)

DIRECTOR OF IT INFRASTUCTURE AND DEVELOPMENT

Turned around a poorly performing information technology group that was not in sync with meeting the needs of the business, in terms of technology innovation and related growth. Established strategic IT direction and overall IT architecture, within an annual capital budget of $4.5M.

Achieved greater consistency across global management reporting processes, enabling management to operate against key performance indicators, by introducing Cognos Business Intelligence System.

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Led Taro’s Global Active Directory initiative to migrate from mixed NT4 and Novell environments.

Improved staff efficiencies and reduced downtime by implementing Helpdesk, and Project Portfolio Management systems.

Successfully achieved rapid improvements to critical processes by migrating various legacy systems onto the .Net framework.

Set in place various IT controls that assured compliance with newly formed Sarbanes-Oxley audit requirements.

Yorktown Media Group – Yorktown Heights, NY (Jun. 04 – Jul. 05)

IT SPECIALIST (consulting position)

Solely executed the firm’s migration effort from a multi domain NT4 NOS to MS AD.

Redefined various IT procedures related to, but not limited to, backup and recovery, day to day maintenance, customer support, and SDLC.

D. H. Brown Associates, Inc. – Port Chester, NY (May 97 – May 04)

DIRECTOR OF INFORMATION TECHNOLOGY

Introduced several third party and in house developed systems inclusive of Contact Management, Web Content Management, Subscription/Inventory Tracking, Sales Forecasting,

Improved capabilities to meet increased sales demand, fulfilling orders on the same day without need for additional personnel by implementing a Lotus Notes based contact\sales management system.

Recommended, designed, and implemented the firms Internet based subscription delivery website

NCP/Equitable Network – Ossining, NY (Mar. 94 – May 97)

MIS DIRECTOR

Developed, implemented, and deployed various custom built client server components that assured accurate end to end processing of data from several vendors including RCI, AT&T and Wiltel. Such components served as the focal point for telemarketing, provisioning, customer service, sales, and billing efforts.

Gibbs & Cox Inc. – New York, NY (May 92 – Mar. 94)

LEAD PROGRAMER

Solely developed Voltage Drop Software for both DOS and UNIX environments. Such software determines all of the cabling requirements throughout a naval vessel.

Education

The Cooper Union for The Advancement of Science and Art

B.E. in Electrical Engineering New York, N.Y. May 1992

Honors - Full four-year scholarship to The Cooper Union, Jesper Woodley Memorial Mathematics Scholarship, Carves-Carson Corporation Mathematics Award, National Collegiate Engineering Award

Affiliations

New York Enterprise Windows User Group, PMI – Westchester Chapter, Westchester Toastmasters, New York Sharepoint Users Group

PROFESSIONAL, PERSONAL, AND ACADEMIC REFERENCES FURNISHED UPON REQUEST

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