Financial IT Operations Manager/Director, ITSM

* Managed and provided 24x7x365 support for our Customer Care and GNOC T-1 teams supporting over
2.7 Million customers accounts and distributors worldwide as well as over 1200 payers.
* Managed the support and optimization for backend operations and functionality on the
modernization of the Money Transfer and Credit Card processing environments, also providing
technical support to improve productivity of resources by transferring the knowledge to Tier
1- 2-3
* Responsible for the strategic and operational direction and roadmaps geared towards improving
and deploying processes to deliver world-class Production Support Services. Spearheaded
modeling process design, improvement, knowledge management, best practices and performance
metrics using ITIL and Agile methodologies and led Customer Technical, Software Development
Engineering, and Field Support.
* Managed the core T-2 support for the Money Transfer Systems Services by promoting culture and
cultivating team-based environment and interacts with T-3 daily to develop good code/software.
* Oversees system functionality by evaluating and deploying new code/software, developing
preventive maintenance programs, scheduling releases, and evaluating and implementing
upgrades. As well as being part of every release to make sure personnel follow Deployment
Process accurately.
* Managed efforts of a 10-person team, for third party vendor projects and internal projects on
the Money Remittance Business. By representing as the Product Owner and Scrum Master.
* Managed the Money Remittance Business by providing timely and accurate solutions to business
needs.
* Managed the software release and operations for the MTS systems via Change Management.
* Works with 3 cross-functional teams to deliver 4 products (Digital and Retail Channels)
* Coordinated Training and works with Key partners in the business and IT to ensure that the
Production Support is well equipped to provide customers the best support. (Internal,
External)
* Organized and facilitates overall Release Sprint planning-including daily stand ups,
review/demos, and retrospectives.
* Brought in Agile best practices such as continue integration, code/design reviews,
transparency, accountability, Jira tracking, product visioning, technical debt reduction,
self-management and role training resulting in realized velocity improvement of more than 100%
* Mentored teams, leading them to be self-directed with strong accountability, decision making,
conflict resolution, and transparency.
* Recognizes and rewards the team with "MVP of the Sprint" Award multiple times during our
two-week Sprint.

* Managed over 140 Solar's Information Security Transformation projects on planning and
execution by creating project charters, plans and schedules to align goals and expectations
among Solar's upper management, and Caterpillar Management.
* Managed communicated plans, project status to all stakeholders on a regular basis throughout
the lifecycle of the project. As well as leading executive sponsors and stakeholders' sessions
to review issues, risk actions and milestones dates as well as facilitated regular status
meetings between the Business and IT.
* Ensured deliverables were completed, accurate, on time, an in compliance with Solar
Information Security Procedures and Solar's industry standards.
* Worked closely with various IT Product/Process owners and stakeholders to ensure resources
were identified and allocated for the projects. Met with project resources on a regular basis
and coordinated the work effort to ensure the project deliverables were met on a timely
manner. Worked on projects e.g., SQL Database Security Hardening, CWS upgrade, MDM, FTP
Caterpillar Outbound Requirement Changes, VIPER, SEP Upgrade, Enhance Security of Webmail etc.
* Ensured all project communications status were electronically retained for the life of the
project and also updated the work on the Solar IT Project portal.

* Provided global leadership for Solar Turbine's Enterprise IT Service Desk in a 24x7x365
environment, working with cross-functional groups and managing international employees to
ensure superior systems factuality and end user systems, software, and peripherals -and
orchestrating it all using Oracle EBS modules and more.
* Managed over 17 service desk/help desk analysts to provide global support for approximately
6,500 users and 600 applications. Evaluated, coached, and developed staff to foster high
performance. Addressed and resolved all escalated issues, questions, and complaints.
* Accomplish customer support objectives by recruiting, selecting, orienting, training,
assigning, coaching, counseling, and disciplining employees.
* Administer scheduling systems, communicate job expectations; plan, monitor, appraise, and
review staff contributions.
* Created SLAs, metrics, and KPIs; prepare performance reports by collecting, analyzing, and
summarizing data and trends.
* Provided support for Information Security IPG process and managed the distribution of the
quarterly e-mails to Project owners/ Project managers regarding ProjectLink IPG Audit. Managed
the monthly Project Link reports to validate that only running reports are to be audited.
* Developed and executed information services policies and procedures for supported Solar Secure
Applications.
* Built new and improved existing process resulting in KPI improvements of 25% in last year and
worldwide customer satisfaction of 9.7 out of 10
* Designed flow charts for improving and deploying processes for maintaining optimal technical
and world-class External customer support services.
* Designed and delivered process solutions and metrics, such as but not limited to, Service
Center total calls, Business Phone routing process, and Account Registration
* Managed the core team process Improvement meetings and track all inbound and outbound calls
and events to maintain accurate records of service for customers.
* Business Event Participation: Solar Turbines Owner's Conference (STOC) 2007, 2009, and 2011.
* Trained District Service Managers and FOA's on Account Registration Process. (Meetings in San
Diego included DECH, DSNO, DWOD Districts)
* Assisted External Customers by providing step-by-step solutions in a call center environment
for issues involving Secure Applications: Insight Systems, Technical Library, FASTE, and
Project Link.
* Coordinated Training and worked with Key partners in the business and IT to ensure that the
Solar Service Desk is well equipped to provide external customers the best support.
* Generated Quarterly Reports for the business to Include: trend graphs illustrating rise and
fall of various external support workflow activities indicating percentage of time spent on
each request during that quarter.
* Ensured Sarbanes Oxley information compliance process and ongoing education and support of
process to internal business SME's, Service Desk, FOA's, Project Managers, Fleet Managers,
District Service Managers and Regional Service Managers and across Customer Services.
Includes: Customer Registration Search Tool, User Account Tool (UAM) CLUES Platinum CWS Group
Administration.