Global Services Management Strategic Analysis / Planning Global Trends Tracking

Technology Leadership Production Operations Best-in-Class Application Service Support

Global Process Transformation Software Engineering Team Building Training / Development

Risk Management Audit / Regulatory Compliance Cost Management Automation Advancement

Lean Processes Organizational Transformation Process Optimization Client / Vendor Relations

Cost Savings KPIs Best Practice Methodologies Service Transformation Key Solutions Integration

Highly Accomplished Global Executive who makes decisions to reflect positively on high-growth, multinational, matrixed operations in alignment with a company s vision, value, and goals, and who promotes process transformations to deliver financial cost savings via Lean processes of quality software and automated engineering solutions. Top Performer who offers profit-centric critical thinking for insightful, change-oriented results while continually seeing the big picture across a global landscape. Visionary Professional who rises above business challenges to improve the bottom line and achieve winning outcomes, including quickly adapting to evolving marketplace scenarios. Excellent Communicator who develops synergistic relationships with cross-geographical executives, clients, vendors, and service providers, and who leads globally based teams by example and with ethics and integrity to facilitate growth and retention of skilled professionals.

Citigroup, Irving, XXXXXX

(2005 Present)

Global Services Director Senior Vice President of Technology Services (2016 Present)

Global Consumer Technology Service Transformation & Solutions Integration

         Capitalize on the opportunity to engineer the delivery of global franchise critical digital services to aggregate business transaction potential points of failure into a centrally managed monitoring solution for this 100-staff organization with a $10-million budget, including promoting critical KPI service benefits while actively reducing overall operational costs.

         Direct a command center team across Warsaw, Poland and Mexico City, Mexico locations performing alert / event management as a service, as well as overseeing engineering professionals tasked with assessing and evaluating gaps in monitoring capabilities of Citibank s strategic consumer business markets in Asia, Europe, Mexico, and the United States.

         Demonstrate talent in managing enterprise service transformations to meet globally set and regionally managed priorities.

         Influence cultural transformation and process adoption by comprehensively monitoring vendor solutions in multiple regions, including managing several external vendors contractual partnerships to manage delivery of services in partnership with staff, as well as leveraging discovered synergies between individually managed service silo functions.

Key Accomplishments

  Deliver in demanding, traditionally high-turnover domains by recruiting and retaining top talent.

  Transitioned enterprise traditional data analytics platform to automated machine learning solutions.

  Transitioned two existing command center operations into central cross-functional Center of Excellence.

  Launched a career development strategy delivering a positive trend in resource productivity and retention.

  Exceeded management expectations to meet cost-reduction targets while ensuring zero reduction in SLAs.

  Retooled existing resources to deliver higher capability of service at a lower unit cost (i.e. event management).

  Initiated GCG operational strategic agenda supporting 2,500+ application services for 5 geographical regions.

Production Operations Director (2012 2016)

Global Consumer Technology Operational Leadership & Organizational Transformation

         Strategically steered a cultural organizational transformation of production support initiatives to expertly drive engineering resource independence while reducing high-cost development resource reliance within a $40-million budget.

         Recruited results-focused talent into the L1 service function, and developed Lean process controls in compliance with the Service Management Framework (SMF) definitions to deliver all regional targets managed via global ITIL standards.

         Established strategic partnerships with key vendor managed service providers to support all strategic business demands.

Key Accomplishments

  Achieved an industry-leading 80%+ resolution rate for L1 for detected issues due to team excellence.

  Created Best in Class global production operations, setting the bar for production service performance.

  Delivered annual savings achieved from process automation through continual service improvement cycles.

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Citigroup, Irving, XXXXXX

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Production Operations Manager (2010 2012)

Citi Commercial Bank Application Business Service Stability

         Utilized broad scope of industry knowledge toward establishing a production support engineering organization responsible for service stability and availability for technology applications assisting a Citi Commercial line of business.

Key Accomplishments

  Spearheaded an innovative Agile production support model.

  Delivered consecutive years without a major business-impacting incident.

  Managed complex triage demands to support highly elastic business transactions.

  Continually delivered time-sensitive production service requests to meet and / or exceed key goals.

Production Support Manager (2005 2010)

Consumer Lending Group / CitiFinancial Auto Group Process Development & Service Governance

         Drove business growth by introducing a new high-availability engineering production support team to support technology services optimizing CitiFinancial Auto, including serving as a change steward tasked with building top-notch Run-the-Bank (RTB) production support teams to reduce dependency on Build-the-Bank (BTB) development teams.

Key Accomplishments

  Achieved Best in Class application service model results, and influenced multiple business lines adoption.

Vitria Technology, Dallas, XXXXXX

(2000 2005)

Customer Engineering Manager

         Directed software product and service support for Fortune 500 clients across various business industry verticals, including managing multi-tier 24x7 enterprise resources and partnering with global teams to improve product reliability.

         Led targeted decision-making across medium- to large-scale distributed applications to integrate technology solutions.

         Continually liaised among support, sales, professional services, development, product management, and customer base.

Key Accomplishments

  Skillfully managed customer escalations via a multi-tier, highly skilled engineering organization.

  Recognized as company s Most Profitable Division delivering consistent 98% renewal rate on CSAs.

  Contributed expertise with business processes, design formulation, and customer spec-specific interfaces.

Sprint, Irving, XXXXXX

(1997 2000)

Senior Software Engineer

         Managed engineering development with SDLC responsibility for customer front-end production applications, including negotiating technology requirements, establishing SLAs, formulating escalation procedures, and prioritizing resources.

         Collaborated with business internal customer groups to define core enhancements and product releases requirements.

Key Accomplishments

  Co-developed software distributed solutions with key external agencies.

  Developed and distributed user training materials into a company standard.

  Increased software system efficiencies by 70%+ via system and process optimizations.

  Improved business order cycle time 50%+ and ultimately reduced system downtime by 85%+.

  Delivered team-centric projects ahead of schedule and was recognized as an annual Top Performer.

  Streamlined design, delivery, and validation of new development to optimize quality and influence business.

Xxxxxx Tech University

Bachelor of Business Administration (Marketing)

Bachelor of Business Administration (Management Information Systems)

Information Technology Infrastructure Library (ITIL) Certified

Power User Certified Splunk (2016) Dale Carnegie Training Courses