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Work Background
Director, Major Incident Management and Application Performance Monitoring (APM)
PaycorDirector, Major Incident Management and Application Performance Monitoring (APM)
Oct. 2019Frisco, TXDeliver seamless IT operations by deploying ITIL methodology across all systems and platforms. Design and implement platform and system availability processes and response matrices. Lead cross-functional teams to apply ongoing performance tuning and optimization of IT services. Key Achievements:  Provided exceptional leadership/guidance to Solutions Engineering team to achieve highest award for development excellence.  Led Change & Release Management, Help Desk, Service Desk, and APM teams to performance awards from the organization  Over-delivered on system uptime SLAs for 16 consecutive quarters resulting in 2.2% decrease in system-wide impact  Led collaboration and execution of SOC1 & SOC2 compliance for all system platforms  Designed integration framework to align AGILE development with Release/Change Management reducing code-release issues by 9%  Utilized Azure Dev Ops to ensure successful product deployments and increased customer satisfaction  Directed and implemented ServiceNow platform resulting in 87% performance improvement in on-time services to the organization  Delivered problem detection across platforms resulting in $1.8m in annual savings and 9.6% reduction in outages
Senior Manager, Incident/Change/Release Management and Systems Reliability
PaycorSenior Manager, Incident/Change/Release Management and Systems Reliability
Sep. 2018 - Oct. 2019Frisco, Texas
Manager, Incident Management and Application Performance Monitoring (APM)
PaycorManager, Incident Management and Application Performance Monitoring (APM)
Sep. 2015 - Sep. 2018Frisco, Texas
Director of Information Technology
Outlaw Conversions & Emerald Luxury CoachesDirector of Information Technology
Aug. 2012 - Sep. 2015Stephenville, TXI supported informed decision-making by formulating and delivering all IT reports to senior management and ownership. I guaranteed continuous performance improvement by delivering leadership, vision, and management to IT department. I introduced, created, and employed applications and changes to existing computer systems and software packages. I developed, analyzed, and employed back-up and disaster recovery procedures and plans to ensure data integrity. Key Achievements: • Ensured seamless operation of IT and wireless networks by developing and delivering strategic IT plans. • Assured optimum inventory level by managing ordering, inventorying, and disposition of hardware and software. • Achieved cost control and reduction by delivering oversight for all IT budget items.
Director of Help Desk Services
Texas Wesleyan UniversityDirector of Help Desk Services
Feb. 2008 - Jul. 2012Fort Worth, TXI facilitated informed decision-making by attending senior management meetings, delivering timely performance reports documenting all SOPs, and recommending systems and technologies to senior management. I updated overall operation by overseeing and maintaining day-to-day help desk operations for all university campuses. I uncovered and resolved potential issues by delivering incident and problem management per ITIL foundational methodology. Key Achievements: • Optimized overall performance by performing end-user training in MS Office and instructing software training classes. • Ensured continuous performance improvement by leading/guiding a staff of 15 technicians and multimedia specialists. • Improved users' experience by monitoring end-user work orders through ticketing system and maintaining SLAs.
Director of Operations
Central Texas Orthopedic SurgeryDirector of Operations
Jun. 2007 - Feb. 2008Brownwood, TXI provided proactive support in decision-making process by delivering advice on contract, employment, and tax laws to CEO. I confirmed seamless workflow by overseeing daily operations for two companies as COO and CFO respectively. I oversaw an effective replacement of old PBX phone system with a scalable and secure phone system. I devised a business plan, budget requirements, and profit projections for new hospital venture in Mexico. Key Achievements: • Saved $300k+ in annual taxes by updating international tax profile for the hyperbaric business to "disregarded entity". • Attained savings of $8k for the company in premium payments by signing a new insurance contract. • Achieved saving of $565k on owed amount and ensured saving of over $400k per year in quarterly payments by renegotiating purchase contract terms on $4.7M promissory note on acquired company. • Optimized accuracy to 99.2% and enhanced billing revenue/cash flow by evaluating/installing medical billing software.
Systems Administrator
Fibergrate Composite StructuresSystems Administrator
Mar. 2005 - Jun. 2007Stephenville, TX
IT Director
Continental Cabinet CompanyIT Director
May. 2000 - Mar. 2005Dallas, TX
Director of Information Technology
Lifeline Home Health Services, Inc.Director of Information Technology
Jun. 1994 - Apr. 2000Garland, TX

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