July 2010 - present
IT Director
ANA G. MÉNDEZ UNIVERSITY SYSTEM
San Juan, Puerto Rico
Spearhead comprehensive campus IT operations with over 578 faculty/staff and 11,000+ students to ensure optimal service quality and minimum downtime. Oversee remote technologies to support business continuity during covid-19 quarantine. Direct Tear 1 Service Desk, Client Support, Labs Computer Support and Administrative Staff Support teams while adhering to all IT protocols and procedures. Supervise technological projects budget and operational operating budget while collaborating with senior management in development of IT strategy to support of university mission. Supervise Educational Technology and Learning Management System Support.  Manage procurement of technological equipment and hiring of contractors to install network infrastructure. Oversee institutional Service Desk and supervising SLA and quality compliance. Ensure seamless HR operations by hiring and training employees, planning, and directing work, appraising performances, addressing complaints and resolving issue.
Key achievements
Evaluated complexity and functions of university employees by collaborating with HR team.
Lead service desk and achieved 96% positive customer satisfaction surveys.
Implemented System Center to deploy computer OS and application image overnight to minimize downtime.
Prepared Institutional Strategic plan for years 2016-2020 by delivering exceptional support.
Developed a Remote Support Strategies to maintain operation during COVID-19 lockdown and maintain an SLA of 97% compliance.
Implemented SharePoint Sites for document management and collaboration maximizing departments efficiency.
Virtualize Desktop for a deployment of 100 virtual computer reducing electricity cost and managing a single computer image.
Lowered cost by 30% of computer license by unifying all departments license in a single agreement (Adobe, SPSS, Sage, VMware).
Configure and develop a support call center in a 72 hours window.