Experienced IT manager and innovative leader with 13+ years of diversified experience and demonstrated expertise in Information Technology. High impact, proactive, intuitive and bilingual leader with proven results in the establishment and implementation of ITIL based Change, Environment, and Release Management. Demonstrated and proven success in the leadership of Infrastructure Operations and Project Management.
Expertise developing, establishing and implementing Change, Environment and Release Management Best Practices
Software Tools: BMC Remedy (Incident and Change Modules), Dameware, Adobe Photoshop, Roxio Creative, Microsoft: Windows, Office, Word, Excel, Project, Access, Visio, Outlook
Financial /HR Software: Verian Systems ProcureIT, Oracle PeopleSoft 9.0
01/2000 to Current
ManagerUniversal Orlando Resorts
Information Technology (Change, Environment, Release and Asset Management) Directly responsible for the administration and management of the Asset, Change, Environment and Release Management process for Universal Orlando IT production systems to include requesting, planning, implementing and evaluation of system changes to infrastructure and application platforms.
Oversee the Asset Management group with primary focus on asset forecasting, inventory and deployment to include servers, network devices, customer workstations, POS terminals, and software license keys.
Provide leadership, best practices, and drive overall improvement of change, release, asset and configuration management practices.
Develop and implement policies and procedures and foster a continuous improvement atmosphere focused on process improvement, efficiency, quality, technology innovation and customer satisfaction.
Provide technical leadership and partnership with project managers, business solutions group, system administrators, development teams and project stakeholders during all release phases (requirements, development, test, and launch) to configure and release software/hardware into development, QA, and production environments.
Preserve the integrity and availability of Universal Orlando IT production systems and Software Development Lifecycle (SDLC).
Reduce risks and negative impact of the production environment serving as a bridge that moves assets from development into production.
Participate in the review of business and system requirements; drive key design meetings during the product design phase to provide environment and QA estimates, project milestones and weekly status of progress.
Manage the efforts to conduct detailed Change Management, SOX and PCI assessments of information systems to include cardholder data maintained internally.
Responsible for reviewing and resolving audit assessment results with IT Executive Leadership and Internal Audit.
ManagerDiana J Santiago
Information Technology (Network Solutions/Telecom/Service Desk).
01/2000 to 01/2008
Universal Orlando Resorts
Leadership, direction and management of 15 telecom, network and service desk employees responsible for providing design solutions and 24x7 support for Universal Orlando's data networks (WAN/LAN) and telecommunications service delivery.
Prepared, developed and implemented the IT Telecommunications Cost Reduction Strategy reducing communication costs by 35%, while increasing staff effectiveness and productivity.
Planned and project managed multiple projects and multi-level operations teams.
Partnered with senior leadership and peer management to evaluate network and telecom architecture strategies and standards to meet business requirements and system compliance.
Developed and implemented policies and procedures for network and communications systems Analyzed performance of Service Desk activities and documented resolutions, identified problem areas, and devised and delivered solutions to enhance customer service.
Achieved the reduction of daily call abandonment rates by 10%.
01/1989 to 01/2000
Senior Telecom AnalystBlue Cross Blue Shield of Florida
LAN and Telecom support for Orlando branch office supporting 150+ employees to include configurations and installation of PCs and telecommunication equipment.
Asset Management to include inventory control, stock management, and procurement.
Project Management Professional (PMP) Training Leadership Development: IT Architecture and Infrastructure, Leadership Communications, IT Security Information Technology Infrastructure Library (ITIL) Foundations Leadership Development: Management and Leadership Strategies, Essential Leadership Skills Management Development I, Management Development II Seminole State College, Cisco Certified Network Associate (CCNA) : Business AdministrationValencia Community CollegeBusiness Administration
Adobe Photoshop, Asset Management, Avaya, Bridges, business solutions, CCNA, Cisco Certified Network Associate, Change Management, hardware, configuration management, continuous improvement, Cost Reduction, customer satisfaction, customer service, delivery, direction, Financial, focus, forecasting, HR, information systems, Information Technology, innovation, Internal Audit, inventory, inventory control, ITIL, LAN, Leadership, Leadership Skills, Leadership Development, Management Development II, Management Development I, meetings, Access, Excel, Office, Outlook, Windows, Word, Negotiator, Communicator, Network, networks, Oracle, PCI, PeopleSoft 9.0, policies, POS, Problem Solver, Process Improvement, procurement, product design, Programming, progress, Project Management, quality, QA, SDLC, servers, Software Development, Strategy, Strategic Planning, Supervisor, Team Management, telecommunications, Telecom, telecommunication, Visio, WAN
Project Management Professional (PMP) Training Leadership Development: IT Architecture and Infrastructure, Leadership Communications, IT Security Information Technology Infrastructure Library (ITIL) Foundations Leadership Development: Management and Leadership Strategies, Essential Leadership Skills Management Development I, Management Development II Seminole State College, Cisco Certified Network Associate (CCNA) : Business Administration
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