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Executive Summary:Results-oriented IT leader with over 30 years of experience delivering cost-effective IT services and solutions to complex businesses across financials and commodities sectors. Demonstrated expertise in implementing IT service strategies, managing continuous process improvements, and building and leading creative IT service-oriented teams. Proven track record in networking, LAN/WAN, desktop services, and infrastructure management. Proficient in integrating customer support centers and infrastructures, implementing telephony designs, and executing IT support strategies. Well-versed in regulatory compliance frameworks such as Sarbanes-Oxley, GRC and COBIT. Skilled in disaster recovery planning, budgeting, and ITIL methodologies.Core Competencies:Integration of Customer Support Centers & InfrastructuresIT Process Mappings & Continuous ImprovementsTelephony Designs & ImplementationsIT Support Strategies & Implementation (ITIL)Regulatory Compliance (Sarbanes-Oxley GRC & COBIT)IT Cost Management & BudgetingDisaster Recovery (BCP) PlanningTeam Building & ManagementInfrastructural ManagementData Center ManagementMS Sharepoint DevelopmentM&A IntegrationProfessional Experience:First Vice President of IT Global Services 2014 to 2023Vice President of IT Global Services 2007 to 2014Bayview Asset Management  Coral Gables, FloridaSuccessfully managed a $12.5 million budget to drive operational excellence and innovation.Led the successful implementation and integration of ServiceNow across all modules, enhancing helpdesk and desktop support services, while overseeing desktop engineering and SharePoint administration.Orchestrated IT compliance and governance initiatives, streamlining processes to meet regulatory requirements and mitigate risk, alongside meticulous management of IT financials, procurement, and vendor relationships.Spearheaded comprehensive datacenter operations strategy, optimizing efficiency and reliability while ensuring seamless disaster recovery and business continuity protocols.Managed enterprise copiers and print management, offshore QA teams, voice services, and Call Center Technologies.Senior Manager of Global Support Services 2004 to 2007Senior IT Manager - Customer Service & Support 2003 to 2004World Fuel Services Corporation - Doral, FloridaSuccessfully managed desktop services, remote branch support, and helpdesk services for 800+ employees across America, Europe, and Asia Pacific regions, overseeing a staff of 23 and a $2.1M operating budget.Global Client Services - Vice President, US & UK Regional Manager 1998 to 2003Deutsche Bank, AG - New Jersey, Jersey CityLed customer service delivery to over 35,000+ employees across two primary regions, optimizing helpdesk services and implementing Remedy Problem, Change, Request, and Asset Management systems.Client Services - Assistant Vice President - US Regional Manager 1996 to 1998Bankers Trust, Deutsche Bank - 130 Liberty StreetSupported 12,000+ employees with day-to-day IT needs, consolidating support centers and implementing quality assurance programs.End User Services - New York 1994 to 1996Bankers Trust Company - 280 Park AvenueSupported 4,000+ employees with IT needs, implementing formal training programs and quality assurance initiatives.Real Estate / Facilities Management - New York 1990 to 1994Bankers Trust Company - 280 Park AvenueCoordinated facilities and logistic changes for the Global Merchant Banking group, demonstrating proficiency in project management and coordination.Management Profile:Highly motivated and creative leader with a proven ability to optimize results through effective negotiation and broad-based technical knowledge.Inspiring leader known for producing exceptional results in demanding environments, willing to take risks and lead by example.Proficient in financial planning, forecasting, budgeting, and cost management, with a track record of achieving critical service goals and objectives.Additional Attributes & Education:Associate degree in liberal arts & science from New York City Technical, Brooklyn, NY.Certified in ITIL Foundations and Incoming Call Center Management (ICCM).Extensive training in managing IT people, time management, and global matrix management.Experienced in cross-border labor laws (UK, Germany, Canada) and mentoring/coaching individuals in both IT and non-IT roles.Knowledgeable in call center industry standards, emerging technologies, facility planning, disaster recovery, and telephony implementations.Business Skills:Corporate OperationsBusiness and IT TransformationCall Center Technologies and OperationsTelecommunications, Voice, and PBX ManagementEnterprise Solutions, Cloud InfrastructureOutsourcing, Vendor Management, and Contract NegotiationsProgram ManagementBusiness Continuity and Disaster RecoveryService Desk, Desktop Engineering, and ITIL Service ManagementIT Compliance and Risk ManagementStrategic Planning and Cost ManagementBusiness Intelligence and AnalyticsOff and Nearshore QA and Development ManagementSystems Integrations and Lifecycle ManagementTechnology Skills:Microsoft 365 production and ServicesCITRIXAVAYA/POLYCOM Other CX Cloud base solutionsABSOLUT ASSIST/ TANIUM SOLUTIONSRING CENTRAL/ POLYCOM/FIVE9TABLEAUORACLE/SQL/POWER BIAPP DYNAMIC CISCOSERVICENOW.COMSAAS /CLOUD SERVICES / AZURE, AWS & GoogleQRM/ENCOMPASSVARONISANTI VIRUS SOLUTIONS/WORK STATION/SERVERS