Manager / Director – Operations

MANAGER / DIRECTOR – OPERATIONS

ISO **** / Crisis Management / Organizational Effectiveness / Process Improvement / Training

Project Management / Personnel Development / Risk Control & Mitigation / Needs Analysis

Developed risk management systems that identify root causes and take quick corrective action for large and small firms. Developed award-winning training programs. Utilized strong analytical, management and mentoring skills to improve efficiencies, solve technical issues, and resolve customer concerns. Controlled costs and minimized risk.

• Executed crisis management processes to reduce outage hours 60% for API Systems.

• Implemented action plans to reduce production impacting events 75% for Verizon Data Services.

• Created award winning training program, increasing call resolutions 400% for GTE Data Services.

• Designed invoicing and billing system, collecting $35K and improving cash flow for R.E. Sarriera Assoc.

Key Skills: Troubleshooter / problem solver. Excellent trainer with exceptional people skills. High achiever / gives 100%. Action-oriented, conceptual thinker with proven record of success. Operations-oriented perfectionist. Well respected natural leader and exceptional team player. Highly articulate, winning cooperation at all levels. Committed to quality, accountability and results. Worked in Windows and UNIX environments.

BS, Business Administration and Industrial Management (Cum Laude), University of Puerto Rico.

SELECTED ACCOMPLISHMENTS

Executed crisis management processes to reduce outage hours 60% for API Systems. Company used action items after an outage event to determine root cause and eliminate any risks of a reoccurrence. Implemented weekly review meetings of each project to uncover areas for application improvement and risk mitigation. Generated new action items to reduce outage hours affecting commercial and internal customers.

Implemented action plans to reduce production impacting events 75% for Verizon Data Services. Current company policy excludes non-outage situations from the normal problem prevention process. Seized opportunity to create action items and address root causes to avoid production impacting problem reoccurrence. Performed stability functions diminishing similar problems over a 4 month period to protect efficiency and productivity.

Created award winning training program, increasing call resolutions 400% for GTE Data Services. Company helpdesk had specialists focusing on different technology platforms, requiring multiple customer transfer to achieve complaint resolution. Developed and managed technical team training to create super consultants; increasing resolution. Built customer satisfaction to record levels, capturing awards for outstanding service benchmarks.

Designed invoicing and billing system, collecting $35K and improving cash flow for R.E. Sarriera Assoc. Company utilizing manual invoicing for engineering projects, hindering productivity with ineffective time consuming procedures. Developed and implemented an accounting system to automatically generate invoices, improving accuracy and efficiency. Collected $35K in penalty fees and improved payment, cash flow and credit.

CAREER HISTORY

Consultant/Crisis Manager/Project Manager, API Systems, Inc., 2004 to 2008. Managed and resolved major system outages for Verizon's network infrastructure, application platforms, call center operations and client provisioning systems. Analyzed scope and nature of problem and implemented effective disaster recovery procedures.

Systems Engineer, Verizon Data Services, 1998 to 2003. Managed system outages affecting the company web sites and interdependent network and application systems. Determined root causes and implemented remedial procedures to avoid reoccurrence and minimize impact. Performed quantitative trend analysis to evaluate solutions.

Systems Analyst, GTE Data Services, 1993 to 1998. Provided systems analysis, troubleshooting, and resolution services for internal users and external commercial subscribers. Led training program implementation and call center development and consolidation. Analyzed trends and ensured compliance of SLAs.

Earlier: Business Manager, R.E. Sarriera Associates. Computer Literacy Instructor, University of Puerto Rico.

E.D.P. Supervisor, Becton-Dickinson and Company. Corporate Trainer, Tandy Corporation. Office Automation Specialist/Application Developer/Programmer, Beta International Corp.