Seasoned "hands-on" technology leader with 18 years of experience, driving innovative IT transformations, ITIL/Agile process improvement, and building amazing customer experiences. Proven leadership from enterprise to startup teams, partnering with customers and executives to achieve great vision.
ITIL, Agile, Customer Service
Technology and Team Leadership
VMware, Virtual Desktops
Strategic IT planning
Business alignment and steering
Storage (NFS, iSCSI, Fiber)
Microsoft (Win2003-2012, Win7-10)
Exchange, Office 365, Sharepoint
Ticketing, Reporting, Documentation
Governance (SOX, ISO, PCI, HIPAA)
Hands-on expert Engineer
VOIP (CISCO, Shoretel, QOS)
Cloud Systems (AWS, Google, Azure)
Senior Director of IT , 02/2015
to Current Secure Channels, Inc. – Irvine,
Won 6 awards in 2015-2016, working with a visionary team of leadership; creating and servicing Cybersecurity solutions.
Managing a team of Engineers and Customer Service professionals in a fast-paced environment, building web-based (.net, php, java) solutions, providing amazing customer service and leading weekly SCRUM meetings.
Deployed ITIL, SDLC, and Agile processes, ticketing, monitoring, reporting, analysis, documentation, project management and testing.
Setup and managed - Servers, Desktops, Virtual Desktops/Servers, Mobile Devices, VOIP (CISCO), Video Conferencing, Storage Devices (iSCSI, NFS, Fiber), Enterprise Software (Office 365, Active Directory, SQL, MySQL, Oracle).
Senior escalation Engineer and incident manager for complex technical issues; subject matter expert for - VMware, Hyper-V, Microsoft Servers, Amazon AWS, NetApp/EMC/HP LeftHand SAN, Disaster Recovery (Veeam, ArcServe, AWS), VOIP, Automation/Scripting.
Evaluated and partnered with major hardware and software vendors to compliment strategic business initiatives.
Senior Director of Technical Services, 02/2013
to 02/2015 Performance Team – Norwalk,
Collaborated with C-level leadership and 13 territory VPs, to plan and implement new logistics technologies for Nike, Toms Shoes, BestBuy and 53 other customers.
Recognized $112 M boost in revenue with fast-paced customer alignment - ITIL Processes, SDLC Methods, Technology Refresh, Governance/Compliance, Collaboration Systems and Disciplined Documentation.
Actively involved in the setup, maintenance and monitoring of server datacenters, 33 warehouse CISCO networks, redundant/highly-available WAN, VOIP system, Virtual Desktop, Video Surveillance/Conferencing, and Web Systems (.net).
As a Senior "hands-on" Engineering resource, supported my team to identify and solve technical issues with a variety of diagnostic tools and seasoned knowledge.
Compiled reports and led the presentation of performance analysis data to customers, internal C-level leadership, and 13 territory Vice President.
Director of IT and Chief Architect, 10/2010
to 02/2013 BroadCloud Solutions – Rancho Santa Margarita,
Transformed legacy datacenters hosting providers into full-service Cloud, Disaster Recovery, Consulting Services, Help Desk, NOC and Project Management providers.
Led a team of Systems Administrators, Help Desk Technicians, NOC Engineers, and Architects in operational management of Servers, CISCO switches/firewalls, VOIP (Avaya, Cisco, Polycom, Shoretel), Office 365/Exchange, Disaster Recovery (Veeam, DoubleTake, Symantec, IASO), and Storage (NetApp, EMC, HP LeftHand, Nimble, IBM).
Senior Engineer responsible as the last point of escalation for technical issues, customer service, and expertise in Server, Storage, and Networking.
Led weekly team meetings to review Performance Indicators, Customer Feedback, and Future Success Factors. Coached and mentored new staff members, including conducting performance reviews.
Led communication with stakeholders regarding product goals and progress made. Translated technical specifications into detailed product requirements.
Director of Technical Services, 07/2008
to 10/2010 RYJAC Computer Solutions – Irvine,
Developed the Technology Services and Consulting practice as a Platinum IBM services provider.
Designed, deployed and supported innovative virtualization solutions for Fortune 1000 customers. Expert in server and datacenter migrations.
Led a global services organization, supporting technology systems for internal and external customers - Windows Servers, Linux Servers, SQL, IIS, Exchange, Desktops, Virtual Desktops, Remote Workers, VOIP (CISCO, Shoretel, Avaya), Video Conferencing (Go-To-Meeting, Webex, Skype).
Hand-on leadership and escalation Engineer for all support and technical issues, with expertise in HP/DELL/IBM Servers, SANS (IBM DSXX, HP 3PAR, EMC AVAMAR), RMM (kaseya, LabTech, TigerPaw), Virtual Desktops (Citrix, Wyse, VMware), Security (Symantec, Trend Micro), Active Directory (Domains, NTFS, Registry), Automation (Scripting, VB, PowerShell, Perl) and Disaster Recovery/Backup (Symantec, EMC, CA ArcServe).
Lead Systems Engineer, 10/2005
to 07/2008 Monarch HealthCare – Irvine,
Led the delivery of data
center solutions and services for over 2500 doctors' offices in Orange County.
Collaborated with the CEO and COO of Monarch Healthcare on Electronic Medical Records secured hosting and delivery to remote offices.
Deployed SDLC and HIPAA compliance practices supporting our primary .NET application - Practice Connect. Deployed and supported the .NET application at the Doctor's sites.
Orchestrated the 24/7 supported of our .NET application; along with our Development team, to Orange County Doctors - NOC monitoring, systems administration/patching, code release, documentation and remediation.
Responsible for HIPAA compliance, documentation, auditing, and policy enforcement.
Led technology steering committee forums with stakeholders in local and remote facilities; created meeting notes, and provided success feedback.
Created amazing customer experience by strict control of the remedy ticketing system, provided team feedback of SLA compliance and trained team members on best-practices of support.
Lead Systems Engineer and SOX Compliance Officer, 03/2004
to 10/2005 Autobytel – Irvine,
Successfully collaborated with senior leadership and Deloitte to lead the company's IPO conversion, as the SOX compliance officer.
Architected a performance Hewlett Packard server and storage IIS farm (.NET), servicing nationwide customers from 2 highly-available/disaster ready datacenters across the U.S.
Led a team of systems engineers in servicing internal and external clients - .NET Autobytel application, HP servers, HP SANs, desktops/laptops, Mac, Linux LAMP servers (PHP, MySQL, Perl), Windows Exchange/IIS/SQL, mobile devices, and PBX system.
Promoted SOX compliance to SDLC practices as the release coordination lead supporting internal Developers.
Primary point of escalation for technical support, customer service, and release coordination efforts. SME for Hewlett Packard enterprise servers, storage, network and management tools.
Senior Systems Engineer IV – Server, Storage, and Multi-vendor , 08/2000
to 02/2004 Hewlett Packard – Houston,
Spearheaded escalated support to customers and HP engineers, as the SME for HP Proliant Servers (DL, ML, CL), MSA Storage, Compaq/HP Insight Manager systems.
Installed HP enterprise ready datacenters for Fortune 500 clients; leveraging the full suite of HP/Compaq servers, storage, networking and management software.
Trained and mentored Junior HP Engineers globally and led customer training/onboarding projects.
CISCO Network Engineer, 08/1997
to 07/2000 Getronics Wang – Houston,
Managed call flow and responded to technical support needs of CISCO customers.
Identified and solved technical issues with a variety of diagnostic tools.
Defined and documented technical best practices related to CISCO solutions.
Escalation level resource for Level 1 - 3 support teams.
Trainer for customer service teams and mentor for upcoming CISCO Engineers.
Computer Science: Computer Science,
2003 University of Houston - Houston
Associate of Science: Computer Science,
1999 HCC - Houston