Education
Internet & Ecommerce Operations
Recruite & Train Engineer
Cross-Functional Team Management
Global Project Life-Cycle Management
Outsourcing
Project Management
Vendor Management
Customer Relationship Management

WORK EXPERIENCE

Ultimate Software November 2015 – August 2016
The company's UltiPro solution is a cloud-based that delivers human capital management across all industries. UltiPro provides one system of record for HR, payroll, and talent management. According to SoftwareAdvice, UltiPro now includes time and attendance, employee onboarding, performance management, compensation management, succession management, recruiting, and other features like predictive analytics. UltiPro is sold SaaS with a per-employee-per-month subscription.

Cloud Infrastructure Operations Manager
Manage a team of 27 Cloud Technicians in our Weston Network Operations Center.
Providing world-class monitoring and front line problem analysis and remediation for mission-critical infrastructure and application platforms, leveraging industry-standard system and application monitoring tools and utilities.
Overseer of a team of Level 1 & 2 mid-tier system engineers in daily operational activities, including system and application monitoring and remediation and operational tasks.
Managing the overall performance at a team and individual level for the efficient and effective output of Cloud Operations Services (COS) and applying key performance indicators in measuring output.
Primary escalation for all critical incidents
Implement SLA’s, P&P, KPI’s, etc. Manage, instruct, and guide team of Cloud Engineers in their day-to-day activities surrounding system and application monitoring and remediation as well as support and maintenance of critical infrastructure systems and components

Ensure proper handling and response to customer-facing outages and incidents

Hire, onboard, and train new hires in process and procedure adherence as well as use of tools and understanding of production platform interdependencies

Responsible for coordinating with other support teams in our Corporate and Product Delivery departments in incorporating new team processes and procedures

Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation

Maintain open lines of communications with other departments to insure confidence and enhance working relationships

Establishes and drives clear accountability for all team members, creates an environment that enables quick and effective team performance and excellent communication

Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events

Nuance Communications, Inc. August 2014 – June 2015
American multinational computer software technology corporation, headquartered in Burlington, Massachusetts, which provides speech and imaging applications. Current business products focus on server & embedded speech recognition, telephone call steering systems, automated telephone directory services, medical transcription software & systems, optical character recognition software, and desktop imaging software. The company also maintains a small division which does software and system development for military and government agencies.

HHIS Global Support Services Sr. Manager
Responsible for the performance and uptime of mobile Apps-total 45 (iPhone, Android)
Built formal enterprise wide ITIL Change Management process for Nuance’s Health Care division implementing over a 6-month period and cost-savings of $2,400,000+
Achieve a 96% reduction in Critical Incidents, reducing development cost and implementation of operations improvements and change-management strategy for entire company
Integrate Nuance’s acquisitions from silos into mainstream Change Management Process within 5 months
Responsible for training 250 Healthcare Hosted Infrastructure, engineers on Nuance’s New Change Management Process in the US, India, Canada and UK (7 months)
Create and facilitate Incident Management and Problem Management for Healthcare Hosted Infrastructure Services within 8 months
Establish a formal Site Reliability Center for 24/7 Healthcare Hosted Infrastructure to support multiple platforms world-wide (30+ platforms) within 5 months
Provide day-to-day Sr. level on-call ITIL - Incident Escalation, Work Request, Change Management and Problem Management support
Build and maintain a relationship between Healthcare Hosted Infrastructure Services and Line Of Business (LOB) divisions facilating business continuity and velocity saving tens of thousands of dollars and cross training of multiple platforms
Classified Ventures LLC. Apartments.com & Cars.com Feb 2010 – July 2014
Start-up ecommerce retailer of 1,500 employees. Cars.com is the leading destination for online car shoppers, offering credible and easy-to-understand information from consumers and experts to help buyers formulate opinions on what to buy, where to buy and how much to pay for a car.

Network Operations Center Manager
Built a new Network Operations Center, managed the design and development of the Network Operations, responsible for the company’s IT infrastructure and websites, and represented the IT department to Senior Management of other departments

Managed client expectation, the management, coordination and allocation of cross-functional teams managing and negotiating a capital budget of over $6,000,000.

Responsible for the performance and uptime of all Apps (iPhone, android blackberry, iPads and tablets) as well as updating code or enhancements.

Created a Network Operations Center, Infrastructure Platform, the migration of 10 custom applications including the migration and customization of Project Server 2010 within 7 months.

Utilized Agile methodology for cross collaboration of IT division promoting development, early delivery, continuous improvement, and encouraging rapid and flexible response to change

Hired and trained staff of 11 engineers to support the overall IT infrastructure supporting Cars.com, Apartments.com & Classified Ventures in a time frame of 4 months

EternalSpace.com Feb 2009 – Jan 2010
A multi-million dollar start-up firm offering immersive online memorial services for the funeral industry. Company lost funding.

Sr. Director, Client Services & Operations
Reported directly to the President, launched a world-class Client Services Division for Applications (revenue-generating website, sales, and marketing) and provided IT support for industry partners, clients, and employees.

Functioned as Project Manager to create and build the Client Services Division’s infrastructure and functionality to ensure service to a wide variety of users, from client/partner needs to employee help desk support delivery within 3 months

Hired, trained, and managed a technology support team to ensure high performing online applications within 2 months

Designed internal business process improvements and document management best practices for increased Division efficiency and accountability saving the company $375,000

Managed and provided oversight for cross-functional teams and consultants to deploy and execute several projects such as Enterprise IM, Public Folders Consolidation, EternalSpace Video Product.

318, Inc. – May 2007 – Jan 2009
A $20M technology services consultancy providing platform agnostic IT support services, custom software development, and other innovative technology solutions to both SMB and Enterprise environments.

Director of Operations & Administrator 
Designed and executed a new 24/7 customer support center that resulted in improved business operations, better understanding of customer needs, and 20% increased revenue.
Managed IT Operations and IT Administration groups, consisting of 37 platform agnostic engineers, system/network administration, LAN support, and Help Desk team members.
Implemented CRM to effectively monitor customer concerns and quickly resolve issues or complaints.
Developed customer feedback data gathering techniques to analyze and predict customer IT needs.
Successfully managed the implementation of over 13 process optimization projects which enabled the company to provide their internal and external facing customers with exceptional customer service. The overall business value increased and sustained business efficiency by 40%, while enforcing and streamlining company policies and process improvement initiatives.
Responsible and accountable for successfully managing and delivering all aspects of a project while managing customers’ expectations and communicating risk to upper management.
Manage and facilitate many developmental and production issue projects that reduce manual workarounds, increase revenue for operations and mitigate project risks.

K-12 EDUCATION: reviewed the needs of the client and the budgetary limitations set forth in the bonds and grants used to perform the 1:1 initiative.
Worked with the customer to select a number of learning applications for each grade, as well as how content would be distributed to the devices.
Set up an imaging process for devices that allowed student helpers to get devices ready for teachers and students. During the actual deployment, present on premises in order to make sure the project went well.
Worked with students and teachers, assiting primarily in an advisory and troubleshooting capacity to make sure that first week of school went perfectly. Scores are up, students are happier and more engaged and their data is secure on the devices they use every day!
Performed a comprehensive security assessment to ensure client’s sensitive grant and donor information would remain secure and confidential.
Revised disaster recovery plan, enhanced network security features and implemented a plan to modernize the technology infrastructure.
Moved client from a largely Microsoft Windows desktop environment, to a more nimble Apple laptop environment, utilizing cloud-based services where appropriate, as well as a secure, a business-class wireless solution, and a local Macintosh server for their most confidential data.

TECHNICAL SKILLS
Unix & Linux operating systems, Agile, SCRUM, VMware, and relational databases, Open Stack, Exchange, BES, Tivoli, CA UniCenter, Veritas, Prism (software rollout) Ominiture, Keynote, Remedy, 2000+ servers, IBM WAS Console, WAS testing tool, Gomez, SPLUNK, DynaTrace, SalesForce, Varolli, Solaris, Oracle, Cisco, ProActive Net, SCOM, etc.

Volunteer Experience
Higginson Lewis K-8 School - 1st Grade - 2nd Grade Inclusion - 3rd Grade Inclusionxxx-xxx-xxxx
Dudley Street Neighborhood Charter School - 1st Grade- 3rd Grade Inclusion 2014 – Current
Offer technical support to students and teachers in Apple software applications

Provide 1-hour trainings to students on using Powerpoint presentations

Provide 1-hour trainings to students using the World Wide Web

Collaborate with classroom teachers using technology in a project-based unit such as Writing Narrative Essays about Wolves, Poetry Slam and Illustrative Mathematics

Education
California State University Dominguez Hills – Business/Pschology (3 years)