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Work Background
Midwestern UniversitySystems Development Manager
Jul. 2022 - Mar. 2025Downers Grove, Illinois, United StatesStreamline work processes by directing replacement of core ERP/CRM systems and implementing various other innovative
solutions. Drive business growth and profitability by fostering high-performing team culture and delivering exceptional
results. Enhance organizational efficiency by heading migration to Slate as our new ERP system. Key Contributions:
Accelerated project delivery and enhanced user experience by revolutionizing MWU's daily operations with cutting-edge
technology, slashing project backlog by 30% and elevating user satisfaction by 20% through strategic management and
quality control.
Achieved 15% productivity surge and $250K annual cost savings by overseeing multi-campus modernization initiative,
demonstrating proven ability in project management and delivering results.
Attained 20% reduction in ticket resolution time by introducing new internal WIKI tool for system documentation and
realigning team responsibilities, enhancing maintenance and communication.
Yielded 33% increase in project efficiency and 22% cost savings by leading five full-stack developers and four support
analysts.
DeltekSRE Manager
Sep. 2018 - Jul. 2022RemoteOptimized operations across all departments, potentially reducing risks and enhancing operational efficiency by developing,
evaluating, and modernizing policy and technical controls. Improved project delivery timelines and product quality by
delivering technical guidance, crafting solution designs, facilitating adoption of CI/CD tools, and promoting best practices
within team. Key Contributions:
Saved $750K in IT expenses through process optimization and resource allocation, aligning with business goals and high
availability requirements for security and maintenance.
Led 20% decrease in downtime and boosted team effectiveness, enhancing customer satisfaction by implementing
incident management procedures and improving system maintenance.
Reduced IT support backlog by 40% by creating remote bubble support team overseas and refining service level
objectives (SLOs) for seamless integration and implementation.
Maximized service levels and decreased operational costs by automating 80% of service requests.
Digerati Group LLCIT Service Desk Manager
Jan. 2015 - Apr. 2018Chicago, ILAugmented client engagement by strengthening client relationships and conducting quarterly onsite meetings for
health/welfare checks related to service. Increased team efficiency and customer service standards by performing interviews,
training sessions, and performance reviews, while providing support to help desk representatives. Propelled new hire
integration and overall team performance by re-aligning service desk, executing formal onboard training, and partnering with
training partner for shadowing. Key Contributions:
Amplified client retention and revenue by delivering 20% enhancement in customer satisfaction for 400 clients,
leveraging strong leadership communication and application support.
Minimized response time by 30%, leading to 40% decline in customer complaints by managing IT service desk
operations and system administration for software maintenance.
Attained 25% increase in productivity and 20% reduction in turnaround time by overseeing project delegation for 300+ IT
projects, demonstrating ability to manage multiple initiatives.
bpRegional Deployment Manager
Dec. 2010 - Dec. 2014Greater Chicago AreaLed seamless execution of regular operations by administering all functions, such as planning and supervising operational
activities of migration team and white glove support service. Fulfilled customer requests on time by mobilizing human and
material resources, prioritizing actions, and allocating incoming requests. Key Contributions:
Obtained 15% reduction in operational expenses through cost-effective strategies for regional deployment and service
desk management at BP.
Accomplished 20% enhancement in system performance and user productivity by spearheading hardware refreshment
project in Midwest region.
Completed and delivered over 4000 migrations by steering routing of bubble support tickets via Remedy to assigned
technicians, ensuring timely resolution of post-migration issues.
Collaborated in writing technician job descriptions as well as interviewed, hired, and trained team of eight before project
"Go Live".
Itasca Bank & Trust Co.Senior Systems Engineer
Oct. 2007 - Nov. 2010Itasca, ILI managed all bank infrastructure upgrades including vendor-assisted projects. Built and implemented virtual terminal server using Hyper- V solution. Built and implemented numerous physical HP servers as well as Hyper-V virtual servers. Monitored profit and loss for multiple functions, recommending resource allocation and order procurement for hardware and software needs. Ensured maximum cost savings, continuously reevaluating service level agreements.
CaterpillarEcommerce Consultant
Feb. 1998 - Apr. 2000Morton, Illinois, United StatesAssisted in development of a Virtual Partstore for Caterpillar Dealers. Managed all migration testing activities, as well as User acceptance Testing with Caterpillar Dealers onsite.
US NavyYeoman
Mar. 1993 - Apr. 1996Treasure Island Fleet Training Center/USS Abraham Lincoln CVN-72Development of military curriculum for Fleet Training and OPSEC. Fleet Steering Committee member for base closure and re-alignment.
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