San José Metropolitan Area
>Who seeks outside dreams , who seeks inside awakens! >You don't hire for skills; you hire for attitude. You can always teach skills!
Responsible for planning, coordinating, and supervising a range of operational activities within the organization to meet business goals and deliver superior customer satisfaction. Drive key metrics to ensure that HP's operations run smoothly, efficiently, and cost-effectively. My day-to-day activities are: resource management, team leadership, strategic planning, resource forecasting, reporting, data analysis, quality assurance, cost control, client engagement, risk and finance management, business development, quality assurance, data management, client retention, security compliance, program management, and provisioning audits. Collaborate with senior management to develop and implement IT strategies aligned with overall business objectives. Contribute to the development of IT policies and procedures.
• Orchestrated comprehensive oversight of operations infrastructure, client interactions, business expansion, sales outcomes, and overall operational performance. • Established a track record of cultivating trust with AMS Amazon clients through continuous delivery of high-quality consultations, guiding them to achieve optimal results for their business needs. • Led the management of AWS programs, overseeing program rollouts, executing beta programs, and taking proactive measures based on early adopter feedback. Coordinated customer training initiatives and orchestrated product and service rollout activities. • Served as a dynamic pre-sales and sales manager, fostering ongoing customer dialogues to comprehend program goals, analyze outcomes, and offer strategic guidance for continuous improvement in execution. • cross-selling and up-selling products or services to existing clients.
• Proven track record of leading cross-company process design projects, including global cross-functional initiatives. Collaborated with cross-functional teams to provide guidance on compliance requirements, ensuring integration into business processes. • Experience designing and developing data collection and analysis tools and software packages to gather, integrate, and analyze data from multiple sources. • Spearheaded the development and execution of end-to-end cloud service delivery strategies, ensuring the seamless deployment and management of cloud solutions for clients. • Oversaw a team of cloud engineers, providing leadership and guidance to ensure the delivery of high-quality cloud services to IBM clients. • Implemented and enforced ITIL best practices in cloud service delivery, resulting in improved efficiency and client satisfaction. • Collaborated and contributed to continuous improvement projects. • Led client engagements, fostering strong relationships, understanding client requirements, and ensuring the delivery of tailored cloud solutions. • Oversaw the pre-sales activities, providing technical expertise and insights to support the development of compelling proposals for cloud services. • Developed and refined service level agreements (SLAs), key performance indicators (KPIs), statements of work (SOWs), budgetary estimates, resource planning, contract management, and billing processes. • Developed & implemented compliance programs, ensuring adherence to relevant regulations and internal policies. • Conducted regular risk assessments to identify potential compliance issues and implemented preventive measures to mitigate risks. • Led internal investigations into potential compliance violations, implementing corrective actions and preventive measures • Played a key role in the development of policies and procedure requirements; formulated IBM compliance documentation to ensure alignment with U.S. government requirements.
• Orchestrated the end-to-end incident management life cycle, ensuring rapid response, resolution, and post-incident analysis. • Spearheaded the design and implementation of change management processes, minimizing disruptions and ensuring seamless transitions. • Proactively identified and addressed IT problems through systematic problem management, reducing recurring issues by 90%. • Collaborated with cross-functional teams to define and enforce ITIL best practices in incident, change, and problem management. • Managed a team of 25 IT professionals, overseeing incident, change, and problem management functions. • Implemented ITIL frameworks and streamlined processes, resulting in a 90% improvement in incident resolution times. • Successfully executed major IT system upgrades, ensuring minimal impact on business operations during the change process. • Conducted thorough root-cause analyses to identify underlying issues and prevent future incidents.
Technical Support
I oversaw the complete life cycle of the new online banking website and applications for Bank of America, including initiation, planning, execution, control, and closure, as well as managing other critical financial process.