Professional Experience

Information Technology Director, Hands-on, PlanITROI Inc.
03/2022 to 02/2024

• Led and motivated a team of professionals to successfully achieve project objectives, ensuring alignment with strategic goals and deadlines.

• Championed the implementation of robust network security measures, fortifying corporate data integrity and proactively mitigating unauthorized access risks.

• Devised and executed strategic plans that fueled organizational growth and bolstered competitive positioning in the market.

• Effectively managed budget allocations across departments, optimizing resource utilization and ensuring fiscal discipline.

• Guided projects through the entire lifecycle, from meticulous planning to seamless execution and timely completion, ensuring adherence to quality standards.

• Led Azure and M365 migration initiatives, providing strategic direction and technical expertise to achieve seamless transitions and improved system performance.

• Leveraged cutting-edge information technology tools to streamline business processes, significantly enhancing operational efficiency.

• Served as a decisive leadership figure and primary escalation point for the Helpdesk and IT Support team, ensuring swift issue resolution and customer satisfaction.

• Revitalized production team efficiency through the implementation of modern tools, software, and automation scripting, resulting in streamlined workflows and increased productivity.

• Developed comprehensive IT training materials and documentation, empowering staff with essential knowledge to maximize system utilization and operational effectiveness.

• Directed information systems audits, identifying vulnerabilities and spearheading remediation efforts to fortify security posture and uphold ISO 27001 compliance standards.

• Enhanced Onboarding and Offboarding processes, ensuring all IT setups were Day 1 ready and compliant with regulatory requirements, contributing to a smooth employee lifecycle experience.

VP, Information Technology, Customer and Operations Manager, Hands-on, BNY Mellon (ClearTran)

06/2000 to 01/2021

• Progressed from hands-on Technical Support Manager to Systems/Network/Facility Architect and IT Support/Operations Manager as ClearTran evolved from a startup in 1997 to its acquisition by BNY Mellon in 2007.

• Led as Windows Systems Engineer, Systems Administrator Lead, and Architect for 100+ on-prem physical & virtual servers and network devices. Established automated server generation routines, optimizing performance through upgrades/patches, proactive system monitoring, and continuous enhancement of security protocols.

• Provided leadership and served as primary escalation contact for customer service, technical support, help desk, technology implementations, and operations teams.

• Designed and governed the division’s compliance and risk programs, ensuring alignment with regulatory standards and operational excellence maintaining PCI-DSS Compliance.

• Managed information systems audits, identifying vulnerabilities and spearheading remediation efforts to fortify security posture and ensure regulatory compliance.

• Collaborated cross-functionally with product, sales, and development teams, leveraging expertise to deliver pre/post-sales engineering solutions and support as a subject-matter expert.

• Architected and implemented on-premises data center facilities, server farms, office services, and network infrastructure supporting ClearTran’s SaaS offerings and corporate office headquarters.

Principal and Founder | Managed Service Provider
  01/2008 to 12/2021

• Delivered vCIO and Service/Help Desk solutions tailored to small to medium-sized businesses, ensuring optimal IT performance and client satisfaction.

• Provided comprehensive support across all business technology needs, including cloud solutions, hardware/software research, and vendor management, enhancing operational efficiency.

• Consulted on diverse technology projects, serving as Project Manager or Lead Engineer for systems, networks, applications, SaaS solutions, and databases, ensuring successful project delivery and client objectives.

• Led information systems audits, identifying vulnerabilities and leading efforts to strengthen security posture and ensure compliance with regulatory standards.

• Effectively managed vendor relationships, fostering strategic partnerships and negotiating contracts to optimize service delivery and support business objectives.
    

Senior Application Support Specialist, MedAmerica

 07/1999 to 06/2000

• Led administration of applications, systems, and network infrastructure for the firm's EPIC software, ensuring seamless operation and user support.

• Designed, implemented, and configured remote access solutions for end users using Symantec PC Anywhere, enhancing accessibility and productivity.

• Developed a robust ticketing system in MS Access using Visual Basic, customized for technical support and technology teams, optimizing workflow efficiency and issue resolution tracking.
  
  

Technical Support & Customer Service Mgr., VocalTec

 09/1997 to 07/1999

• Directed and supervised application technical support and customer service teams, ensuring high-quality service delivery and client satisfaction.

• Led the merger and cross-training initiative for both departments, fostering collaboration, efficiency, and skill enhancement among team members.

• Developed and maintained the company intranet site and departmental training materials, ensuring accessible resources for staff development and operational readiness.