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Yyyyyy x. yyyyyy


Calle Guibia Residencial Elaine #301, Arroyo Hondo Viejo, RD

                                                                                                              xxx-xxx-xxxx or  xxx-xxx-xxxx

Global IT Director / Information Technology Manager


Senior Global IT Director with broad-based expertise in the Technology Sector.  Specialized knowledge of Project/Program Management, Data Analysis, Client Relations, and Process Training eager to contribute extensive technical skills to the success of a progressive organization.


Global Architecture/Design                    Help Desk Design                  Help Desk Implementation                       

Capital Management                              SOX Compliance                    Change Management

Telecom & Network Management           Disaster Recovery                   ERP/PCI

P&L Management                                  Cost Benefit Analysis              Outsource Management


Qualifications Profile


Ø  Strong technical background with the ability to work independently on multiple projects, with specialized knowledge of project lifecycle management, extensive data analysis, technical and functional aspects of infrastructure setup and compliance standards, crisis management related to client needs as well as integration processes to increase efficiency of technology systems.

Ø  Extensive background in planning, developing, and implementing technology solutions fostering access to cross functional systems while maintaining security in a continuous effort to increase employee productivity and reducing system downtime in a cost-effective manner.

Ø  Effectively lead top-performing teams in concerted efforts to maximize company revenues.

Ø  Excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of operations.

Ø  Competent leader and mentor who is able to create a team environment, including building collaborative relationships, training peers to perform at maximum efficiency, and the capacity to form cross-functional coalitions in order to ensure knowledge is shared across departmental lines.

Ø  Consistently focus on ensuring development of efficiency best-practices. 


Functional Competencies  


Ø  Support of ~10000 nodes, 10 PBX switches, and ~100 servers as well as Networks consisting of NT/AD with clients using WinNT, Win2K, WinXP, and Vista.  Knowledgeable of Sun/Windows based Servers using various operating system levels.  Expertise with Aspect 8/9/9.2 and Avaya S8700 PBX switches 3.1.4 and 5.1.   

Ø  Manage functional technology projects related to Human Resources Systems, Technical Support and Help Desk Operations, Call Center Operations, and Banking and Financial Systems.

Ø  Proficient at building and maintaining Helpdesk environments to provide continuous support for internal and external customers. 

Ø  Skilled at managing multiple projects and leading teams in cross-functional, concerted efforts to increase company-wide revenues.

Ø  Effectively manage and support staff relevant to specific projects in order to complete assignments on time and on budget.

Ø  Act as primary point of contact during project implementations to ascertain timelines, resources, objectives and other necessary requirements.

Ø  Possess thorough understanding of software development from requirement gathering to design to development to testing to deployment.

Ø  Ensure delivery of superior customer service and high client satisfaction levels.

Ø  Regularly schedule reviews and tracks progress of particular projects.

Ø  Provide project leadership in order to achieve maximum production, including budget control, production timetable, status reporting, client/project team coordination, and quality assurance.  .

Ø  Adept at consensus building across departments to ensure timely IT Project delivery.


Key Accomplishments


Ø  Responsible for ensuring organization had desktop/telecom support models which guarantee a satisfied customer base including design and implementation of key metrics, score cards, and various dashboards for measurement of the IT department. 

Ø  Ensured that any deployed applications were appropriately architected,  including ensuring that underlying architecture was able to handle solution being proposed and deployed.

Ø  Managed multiple large scale growth projects including extensive systems and services oversight and execution. 






Professional Career Track


Information Technology Director, Stream Global Services (Formerly Supra Telecom)     2004-Present


- Received multiple promotions from Manager to Director Status due to exceptional job performance.


  Main responsibilities include comprehensive oversight of end user-architected support solutions as it pertains to ensuring that client s needs are met to ensure high satisfaction levels and the long term solvency of business.  Specific functions include; 

  Ensure that client architected solutions (desktop or application related) not only meet or exceed the needs of the business but are stable. 

  Report relevant issues and ensure that client related issues are discussed and diagnosed to ensure internal and external customers are satisfied with service being provided. 

  Perform hands on support as well as management of outside shared services and support for internal and external customers. 


Application Integration Engineer, Computer Horizons Corp. (JPMorgan Chase)                    2004-2004


  Main responsibilities included providing support for the OneDesk (Windows XP Standard Build) Initiative by working with Wise for Windows Installer to develop software packages for distribution throughout the bank, through Novell s Application Launcher, Active Directory, Microsoft SMS, and Vision 64. Specific functions included:

  Packaging of applications through integration work for distribution to Windows XP Professional desktops across the bank including Lotus Notes, Microsoft Office, Reflections for Windows, Photoshop, Quark, and a variety of banking and securities applications.


NT Systems Engineer, Charles River Consulting (JPMorgan Chase)                                          2001-2002


  Main responsibilities included the development of software packages through the use of various MSI technologies. Specific functions included:

  Packaging of applications through integration work for distribution to Windows 2000 and XP desktops across the bank including Lotus Notes, Microsoft Office, Reflections for Windows, Photoshop, Quark, among other applications.

  Performing compatibility, functionality, and integration testing of software packages in various stages of the integration process from conception to final packaging; including User Acceptance and Quality Assurance Testing.

  The development of Benchmarking Metrics to gather performance markers on various desktop builds across various desktop models.


Technology Support Manager,, Inc.                                                            2000-2001


  Main responsibilities included the day-to-day operations of our company's Technical Support Department and Call Center.  Specific functions included:

  Supervising and creating processes used by technicians to support about 100 accounts.

  Managing and forecasting the needs of our team from day to day, and assessing hiring needs for the technical support department.

  Providing 2nd and 3rd level support for inbound customer issues, as well as providing desktop support for 25+ developers in a mixed Windows NT and Windows 2000 environment.

  Supervision of the installation and maintenance of Cobalt RAQ Servers, IBM WebSphere Servers, Apache Web Server, Checkpoint FW-1 Firewall, 3Com Switches, and Telephone & Network Wiring.


Additional Experience


- Senior Technology Analyst (Team Lead), Accenture 


- Senior Network Services Facilitator (Project Manager), AIG Data Center, Inc. 


- Technology Specialist, PriceWaterhouseCoopers                                                                                   




n B.A. C Political Science, City University of New York, Queens College


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