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Click here or scroll down to respond to this candidateCandidate's Name , MBAVirginia, USA (open to relocation) EMAIL AVAILABLE LINKEDIN LINK AVAILABLE TRUSTED ADVISOR SR. CONSULTANT TECHNOLOGY STRATEGY LEADERSHIP Strategic IT Business Transformation Mergers & Acquisitions (M&A) Servant Leadership Global Program Management Global IT Executive with over 20 years of experience spearheading transformative technology initiatives using AI, agile methodologies, and digital technologies for multi-billion-dollar Fortune 500 companies with over 100M+ customers. Proven leader in building, training, and motivating world-class teams of up to 450, while managing $50M+ budgets, driving $480M+ revenue growth, and overseeing $600M+ migrations and modernization projects. Established scalable IT and operational infrastructures, developed strategic IT roadmaps, and optimized technology integrations to enhance customer experiences. Served as a trusted advisor to C-level executives, including CIOs, COOs, and CEOs, to align AWS cloud solutions with business goals, while fostering a culture of innovation, excellence, and accountability. Background in building data center organizations that deliver multi-million-dollar cost savings, improve NPS scores, and propel organizational growth. CAREER HIGHLIGHTS Spearheaded the transformation of Invictus BPO's global operations and IT infrastructure through strategic relocation to a new four-story facility in Belmopan, Belize, and construction of a state-of-the-art data center. o Enhanced cross-departmental communication by instituting daily leadership standup meetings, fostering collaboration and accountability, and significantly reducing interdepartmental conflicts. o Accelerated business growth through the implementation of quarterly business reviews and targeted sales strategies, achieving a 20% compound annual growth rate (CAGR) and optimizing facility capacity. o Forged a partnership with the University of Belize for consistent recruitment of 3-5 top-tier candidates monthly through targeted facility tours and direct engagement with department heads. Led the four-year, $600M "One Chase" business and technology transformation program, increasing cross-sell revenues by 18%, Net Promoter Score (NPS) by 13%, and call-transfer rates by 10% through unification of telephony systems, Proof-of-Concept (POC), and strong partnerships across business units as Managing Director for JPMorgan Chase. Championed corporate cybersecurity initiatives, securing Level-1 PCI and CPNI compliance, protecting over $1B in annual credit card transactions and enhancing data security across the organization as VP of IT at Vonage. Areas of ExpertiseStrategic IT Leadership Enterprise IT Systems Digital Transformation Technical Program Management AI/L Integration Global IT Infrastructure Development Agile/Waterfall Methodologies Cloud Architecture Complex Project Oversight Customer Experience (CX) Enhancement Team Leadership C-Level Engagement Robotic Process Automation (RPA) Enterprise IT Road mapping Contact Center Operations Service Delivery Optimization System Engineering Data Organization and Management Operational Risk Mitigation IT Governance and Oversight EXECUTIVE IT EXPERIENCEDell Technologies Remote October 2021 February 2024 GLOBAL DIRECTOR OF TELCO 5G CO-CREATION SERVICES AND SOLUTIONS Orchestrated Telecom 4G/5G and Edge technology co-creation solutions with the top 32 global telecom providers, leading a team of 10 direct and 100+ indirect/matrixed reports to enhance industry-leading connectivity for 32 global customers. Spearheaded creation of a Telco practice within Dell, collaborating with internal teams and strategic partners to develop innovative 5G solutions for enterprise verticals, including Healthcare, Manufacturing, Education, and Financial Services. Launched 10 high-impact joint solutions across the US, Canada, EMEA, and APJ with major telecoms, such as AT&T, Dish, and Ericsson, driving >$10MM revenue growth and solidifying Dell's leadership in enterprise wireless technologies. Invictus BPO Belmopan, Belize (Hybrid) February 2017 October 2021 GLOBAL CHIEF INFORMATION OFFICER AND CHIEF OPERATING OFFICER Transformed from contracted consultant to full-time Global CIO and COO, leading a comprehensive overhaul of IT infrastructure and business operations, resulting in enhanced customer experiences, reduced operational costs, and the development of innovative solutions that delivered significant value to employees, customers, and stakeholders. Advised C-level executives and the Board of Directors on strategic IT and operational initiatives, fostering global customer relationships and accelerating creation of high-impact products and services. Designed and deployed comprehensive system and facility architectures in a new facility, enabling scalable BPO and ITO growth through advancements in Telco, WAN, LAN, Cloud, and Contact Center technologies. Built and managed a book-of-business aligned with organizational capabilities, achieving a 13%-20% compound annual growth rate (CAGR) through targeted business strategies and market expansion. Directed comprehensive business continuity planning, including PCI compliance, ISO900 standards, and disaster recovery strategies, maintaining operational resilience and regulatory adherence. Led the hiring, training, and onboarding processes for new employees, fostering a culture of motivation, excellence, and success, and optimizing employee retention through ongoing coaching and development. Berkadia Greater Philadelphia, PA August 2017 March 2020 GLOBAL VICE PRESIDENT OF IT CUSTOMER ENGAGEMENT AND STRATEGIC INITIATIVES Reported to the Chief Information Officer (CIO), served as a key liaison between customers, senior leadership, and global operational and software delivery teams to drive transformative technology solutions and enhance customer engagement. Partnered with cross-functional teams of six direct reports and 94 matrix reports to drive the development and implementation of cutting-edge software, continuous process improvement, and strategic plans. Oversaw deployment of Cloud First initiative, achieving 100% Cloud migration of eligible systems by 2020. Leveraged AI to automate commercial loan processing, increasing loan processing volume to $39B. Managed and streamlined IT operations by boosting Time to First Call resolution by 32% and slashing call abandonment rate from 36% to nearly zero. Led a global IT transformation by revitalizing IT infrastructure across 72 offices, improving Net Promoter Score (NPS) from negative to positive within six weeks (155%) through strategic on-site engagement and technology refresh initiatives.Asurion Nashville, TN March 2016 January 2017SENIOR DIRECTOR INFORMATION TECHNOLOGYSpearheaded global agile teams, including 5 direct and 150 indirect reports to deliver transformative tech care solutions, optimizing service delivery for 300 million customers and driving significant business growth. Directed the seamless integration of an acquired offshore IoT startup, aligning its technology with Asurions core platforms and enhancing IoT capabilities across global tech care services. Engineered and executed a comprehensive migration strategy to transition all Israeli technology operations to Asurions Soluto CRM/ERP platform, streamlining processes and improving operational efficiency. Capital One Wilmington, DE February 2014 March 2016 SENIOR DIRECTOR INFORMATION TECHNOLOGYLed a team of 200+ (6 direct reports) along the East Coast, executing a full-stack, cyber-smart, hybrid-AWS Cloud integration for omni-channel platforms post-M&A, ensuring compliance with SEC, CFPB, AML, FDIC, and Dodd-Frank regulations. Transformed IT customer experience by consolidating five disparate legacy systems to a unified CRM/ERP stack and AWS cloud migration (The first U.S. bank to run all production systems on AWS), enhancing Time to First Call resolution by 32%, increasing NPS by 16%, and reducing call abandonment to nearly zero, resulting in millions in annual savings. Partnered with cross-departmental executives in sales, product management, and technology to align organizational activities between technology and business teams and foster a productive, agile environment. Oversaw the consolidation of platforms and teams following ING and regional bank acquisitions, boosting revenue by 4%, and reducing servicing costs by 21% and infrastructure costs by 52%. Directed new product launches and platform integrations across mobile, web, IVR, and desktop through the implementation of Robotics Process Automation (RPA) and securing $40MM in funding. JPMorgan Chase Wilmington, DE February 2012 February 2014 MANAGING DIRECTOR OF ENTERPRISE CONTACT CENTER SOLUTIONS Reporting to the regional CIO, directed a team of senior enterprise architects in executing cloud-based solutions, overseeing a$50M budget, 14 direct reports, and supporting 450 IT employees across matrixed teams. Led a team of 12 Directors and Architects in strategic consolidation of hundreds of disparate systems, both desktop and telephony, aligning efforts to enhance customer experience across global contact centers and 4,700 branches in the US. Defined visionary technology plans, ensuring alignment with operational SLAs and KPIs across multiple lines of business. Collaborated with corporate communications and brand marketing to launch the companys inaugural social media technology strategy, integrating SalesForce.com, Tableau, and SharePoint. Vonage Holmdel, NJ August 2007 February 2012VICE PRESIDENT INFORMATION TECHNOLOGYReported to CEO; oversaw IT investment portfolio, spearheaded strategic initiatives, communicated with board and senior leadership for system upgrades, and directed data center operations, network management, ITSM, security, telecommunications, and vendor relations. Established IT organization that grew from 25 to 450 employees, transforming Vonage's IT operations by centralizing IT functions and implementing a strategic reorganization that drove business growth. Assumed additional responsibilities for a team of 200+ after sudden departure of the VP of Network Engineering, along with expanding IT team by 5 members to ensure 100% PCI compliance for $1B in annual credit card transactions. Negotiated a 10% cost reduction in Vonage's CRM contract with CapGemini, and later, hired a Sr. Director of Development to create a product development organization, saving millions of dollars by replacing an external contract. Built a Big Data organization, consolidating over a dozen BI tools into a unified Teradata and MicroStrategy platform that slashed service costs by 50%, resulting in winning the Computerworld Innovation Award for Big Data initiatives. Secured board approval to devise the company's first disaster recovery and IT metrics-driven plans, setting protocols that minimized system downtime and optimized incident response times. Facilitated the creation of the Vonage Patent Office, contributing to 11 patents with the USPTO, which strengthened the companys intellectual property portfolio and positioned it as an industry innovator. EDUCATIONMaster of Science, Engineering Management, Systems Design and Management Massachusetts Institute of Technology Master of Science - MS, Electrical Engineering Case Western Reserve University Bachelor of Science - BS, Electrical Engineering Case Western Reserve University PROFESSIONAL DEVELOPMENT5G Network Fundamentals Institut Mines-Tlcom (IMT) (2023) Artificial Intelligence: Implications for Business Strategy Massachusetts Institute of Technology (2022) Agile Expert Certificate of Proficiency LinkedIn (2020) HIPAA Awareness for Business Associates HIPAATraining.com (2020) Leadership University of Maryland, National Leadership Institute AWARDS/RECOGNITIONSInspire Awards (16) Dell Technologies (Sep 2023) Industry Era Magazine Top 10 Most Innovative CIO Award Era Magazine (Jan 2022) International Computerworld Innovation Award for development of a Big Data Platform Computerworld Magazine Vonage International Award Vonage SLT |
