An award-winning IT and business operations executive with 15+ years of excellence in driving organizational turnarounds and multimillion-dollar revenue growth by executing data-driven business development strategies, facilitating customer service innovation, and designing streamlined, compliant, and cost-efficient IT infrastructure.
A change leader and cross-functional collaborator with proven success in driving enterprise-wide operational transformation and business expansion by building high-performing teams, building close relationships with clients and C-level leaders, and leveraging insights from internal business assessments to enforce robust quality standards.
Executive & Cross-Functional Leadership
Strategic Planning & Execution
IT Strategy & Roadmap Development
IT Infrastructure Design & Optimization
Cloud Technology & Digital Transformation
New Business Development
IT Operations Management
IT Service Management (ITIL)
IT Program/Project Management
Budgeting & Financial Management
Software Development Life Cycle
Agile & DevOps Methodologies
Contact Center Management
Business Process Outsourcing
IT Change Management
Cost Control/Reduction Strategy
Business Analysis/Business Intelligence
KPI/Metrics Development & Benchmarking
Auditing & Governance
Quality Assurance/Quality Control
Customer Relationship Management
Teambuilding & Training
Mentoring & Coaching
Achieved $2M+ in DOM expense reductions for RealPage, Inc. by facilitating a team transition from onshore support to a collaborative onshore/offshore model, which also increased ticket volumes handled by offshore teams from 50% to 84%.
Generated $2.5M in savings for Enterprise Financial Group (EFG) by developing, implementing, and managing a proprietary parts sourcing platform (Parts Wizard) that slashed expenditures, improved productivity, and enhanced customer satisfaction.
Drove a 55% reduction in labor costs for EFG through mechanization of the contract administration process, which included implementation of automated data entry and risk mapping that significantly reduced manual labor.
Delivered $1.5M in new revenue for EFG by planning and executing innovative lead generation and business development strategies.
Won nine Stevie Awards from American Business Awards for driving customer and employee satisfaction initiatives at EFG, resulting in employee satisfaction benchmarks growing to 90.6% and EFG being named among the Top 100 Places to Work.
Produced $1.3M in rebates for EFG by developing a new preferred supplier network, which involved leveraging strong written and verbal communication skills to drive effective vendor negotiations.
Received a Stevie Award for the Best IT Organization for developing an IT services catalog for Alliance Data that enhanced cross-functional collaboration to influence more informed performance and finance-related decision making.
REALPAGE, INC., Richardson, TX
VICE PRESIDENT OF IT OPERATIONS 2017 to Present
Provide strategic direction and tactical support for all IT operations, enabling cost-efficient enterprise-level solution design and delivery as well as customer-centric support for a provider of software and data analytics to the real estate industry.
Spearheaded a comprehensive DevOps transformation in line with evolving technology trends that expedited and optimized IT delivery by automating code promotion into production.
o Led the standardization of DevOps toolchain/pipelines, including Team Foundation Servers, open source, containers, code development, and the delivery process.
o Streamlined pipeline technology stacks to avoid runaway one-off solutions, reduce similar tools, and minimize administrative overheads while automating the build and release processes to achieve automated code promotion to production.
Executed multiple strategic initiatives to build global capacity and credentialed competencies that would enable business growth and improved resolution rates with predictable, limited additions to operational headcount.
o Drove international business expansion by launching a global network operations center, implementing a shared services strategy, and building a global 24/7cusotmer support team based in India (Hyderabad) and the Philippines (Manila).
o Facilitated upskilling and performance improvement within the global IT support team by expanding the site leadership teams, improving leader to individual contributor ratios, and implementing a Management Certification Program.
ENTERPRISE FINANCIAL GROUP (EFG), Irving, TX
VICE PRESIDENT OF OPERATIONS 2014 to 2017
Strategized and executed award-winning, end-to-end business and technology transformations that increased revenue and customer/employee satisfaction, grew competitive advantage, and minimized expenditures and risk exposure.
Directed a cross-functional team in developing and administering the proprietary Parts Wizard platform, including performing extensive data analysis to identify cause-and-effect relationships in the sourcing decision logic.
Optimized contract administration via an operational overhaul that automated data entry and risk assessment while enhancing contract oversight and opportunity identification, resulting in greater productivity, scalability, and competitive advantage.
Executed multiple strategic change initiatives as part of the contract administration optimization effort, including implementation of contract/funding and cancelation loader tools to push files directly into the contract management system.
Delivered organizational excellence through the development and execution of targeted, data-driven strategies that focused on customer experience as a critical differentiator and thereby enhanced customer service delivery to secure market leadership.
TMX Finance, Alpharetta, GA
VICE PRESIDENT OF IT INFRASTRUCTURE 2011 to 2014
Administered and drove continuous improvement in IT infrastructure and security for all operations supporting 7K+ employees and 1.1K+ retail locations across 16 states, with accountability for a $15M CapEx and $25M+ OpEx budget.
Spearheaded the development of a streamlined, secure, and user-friendly IT infrastructure that could support rapid business scaling by improving the uptime of critical revenue-generating financial/business applications and systems.
o Formulated and rolled out a strategic roadmap and KPIs for IT infrastructure transformation that incorporated Dell and Cisco UCS Servers, EMC storage, data center growth, and capacity planning.
o Enhanced enterprise service delivery through a centralized support model focusing on risk analysis and long-term technological value, with distributed services between the companys three corporate offices.
o Performed a complete needs assessment of IT security needs and prevalent issues, leveraging insights from the investigation to strengthen security capabilities with IDS/IPS, managed firewall, and endpoint monitoring.
o Established and developed the companys first disaster recovery data center, including selecting the site, project managing the development of physical and technical architecture, and coordinating the migration of legacy failover from GA to AZ.
Maintained robust IT governance standards by achieving full compliance for the SSAE16 audit while recording zero deficiencies across all departments.
ALLIANCE DATA, Dallas, TX
DIRECTOR OF DATA CENTER OPERATIONS 2005 to 2011
Planned and executed strategic change initiatives to optimize operations at two data facilities comprising 27.5K sq ft of Tier III data center space, thereby improving cross-channel productivity and facilitating business expansion.
Improved the Level 1 and 2 incident response and resolution rate from 42% to 75% out of ~6K tickets a month, in addition to achieving compliance with PCI DSS, OCC, SOX, and SAS70 requirements.
Oversaw the implementation of Core ITILv3 best practices (incident, problem, and change management) across the enterprise, ensuring organizational effectiveness and resiliency as well as prompt problem resolution in a fast-paced environment.
Senior Manager Capital One Auto Finance, Dallas, TX
Client Services Manager Electronic Data Systems, Dallas, TX
Bachelor of Science (BS) in IT Management Western Governors University, Austin, TX
TRAINING AND CERTIFICATIONS
CompTIA Project+ CompTIA
CompTIA A+ CompTIA
ITIL V3 Foundation AXELOS Global Best Practice
Disneys Approach to Quality Service Disney Institute
Certified Call Center Manager BenchmarkPortal