University of Miami  |  2023-Present

Strategic Leadership:

• Leading the development of the Identity Access Management (IAM), Privileged Access Management (PAM), and Master Data Management (MDM) strategies and corresponding roadmaps, aligning them with the organization’s mission, industry security trends, and regulatory requirements.

• Responsible for establishing a comprehensive strategy and multi-year roadmap that consolidates all identity ecosystems into a unified identity landscape. Focused on consistently creating solutions that drive full automation, self-service, and resiliency.

• Committed to continuous improvement, further maturing the organization’s IAM, PAM, and MDM platform capabilities. Leading the design, integration, and operationalization of IAM, PAM, and MDM solutions, ensuring seamless implementation across diverse business units and technologies within the organization.

• Serving as the primary liaison between technical teams, business units, and strategic stakeholders to advance IAM, PAM, and MDM services, fostering collaboration and innovation.

Continuous Optimization:

• Automation-focused strategic leader through the development and implementation of strategies for automating the provisioning, deprovisioning, and review processes for privileged accounts.

• Responsible for establishing key performance indicators (KPIs) and metrics to assess the effectiveness and adoption of IAM, PAM, and MDM systems.

Financial and Operational Excellence:

• Directing the financial planning and execution for IAM, PAM, and MDM services, including capital investments, technology refresh cycles, contractor management, and personnel compensation.

• Leading a team of direct reports and contract service providers, while developing and implementing staffing strategies to ensure the team is well-equipped with the necessary skills and capacity. Consistently ensuring that team members are qualified, trained, and aligned with organizational goals.

Risk Mitigation and Cybersecurity Compliance:

• Identifying, assessing, and developing strategies to mitigate privileged access related risks and vulnerabilities. Maintaining a continuous review of privileged account hygiene and metrics behind stale and out of compliance accounts. Responding to security incidents related to privileged account compromise and lead investigations to determine root causes and remediation actions.

University of Miami  |  2013-2023

• Spearheaded the implementation and optimization of ServiceNow ITSM platform, (INC, PRB, CHG, KB, REQ FUL, Self-Service, Service Catalog), driving process improvements and enhancing operational efficiency.

• Developed a Service Management Office which includes a continual service improvement initiative in an effort to implement improvements in our service delivery model.

• Led and managed all aspects of IT service desk operations, including planning, execution, and continuous improvement.

• Mentored teams of 40+ help desk technicians and 10+ infrastructure engineers.

• Managed over 20,000 monthly calls for 40,000+ users.

• Consolidated multiple help desks into a single Service Desk. This includes integrating all numbers into a SPOC, modifying job descriptions, cross-training staff, and developing supervisors.

• Expanded hours of operation to 24/7 for the service desk.

• Developed dashboards to report on strategic KPI’s. Broken down into 3 categories: Productivity (level of effort), Efficiency (Abandon Rate, FCR), and Satisfaction (timeliness, professionalism, technical skill).

• Matured business continuity procedures and coordinated recovery activities.

University of Miami | 2008-2013

Managed a team of 18 help desk technicians, including nights/weekends support team handling over 9,000 calls monthly. Developed and managed on-call schedule and escalation policy and procedure for after-hours calls. Produced and reviewed statistical data and trends in order to recommend improvements. Implemented Incident, Change, Problem, Purchasing, and Asset Management. Developed disaster recovery procedures.

• Managed a team of 18 help desk technicians, including nights and weekends support.

• Developed and managed on-call schedules, escalation policies, and disaster recovery procedures.

• Implemented and managed Incident, Change, Problem, Purchasing, and Asset Management processes.

• Analyzed call data to identify trends and recommend process improvements.

University of Miami | 2007 - 2008

Installed, configured, and maintained over 500 servers, 200 applications, 10 IBM Blade Centers, 7 SANS, and 2 datacenters, including critical infrastructure (power, A/C, IP/KVM array, copper/fiber connectivity). Managed and maintained critical IT support services for over 8,000 users. Demonstrated strong technical skills in troubleshooting and resolving complex issues.

Herman Electronics | 2006-2007

Managed server room with over 16 servers including SQL, Exchange, web, FTP, and TS. Installed, configured, and maintained Cisco Routers, Checkpoint Firewall and VPN, Dell Switches and Servers, server racks, MITELL PBX equipment, Windows Server/workstations, Warehouse Management Software, and Blackberry Enterprise Server.

Cima Telecomm | 2005-2006

Configuring and maintaining NOC with over 25 servers, as well as switches, routers, and firewalls. Configuring and operating Windows Server 2000/2003, Active Directory, PIX, VPN, and Checkpoint firewall.