As the Chief Technology Officer (CTO) at Alleviate Financial Solutions, I am at the forefront of leading technological advancements that position the company as a pacesetter in the financial sector. With
a specialization in IT Service Management, I have steered our teams to optimize the efficiency
and reliability of our IT services, ensuring that we offer unrivaled service quality to our clients and stakeholders.

I have profound knowledge and hands-on experience with CRM (Customer Relationship Management) systems, which have played a pivotal role in bolstering our client relations and retention rates. This expertise has been instrumental in creating and implementing strategies that harness the full potential of our CRM systems to drive profitability and enhance customer satisfaction.

Under my leadership, Business Process Improvement has been a cornerstone. I champion a culture of continuous improvement, leveraging cutting-edge tools and methodologies to streamline our operations. This enhances our agility in the fast-paced financial world and ensures we remain lean and competitive.

Furthermore, I have spearheaded efforts in integrating and managing databases, ensuring that data integrity, security, and accessibility remain paramount. By fostering a data-driven culture, I have accentuated the importance of Business Intelligence (BI). With a focus on BI, our teams have the insights to make informed decisions, predict market trends, and craft bespoke solutions tailored to our client's needs.

While serving as the interim Chief Information Officer here, I directed project prioritization and execution for the IT team. I also oversaw day-to-day operations, managed the IT security budget, and enhanced collaboration between cross-functional teams. Furthermore, I spearheaded data security management (NetApp, PURE, HP), cloud infrastructure management (AWS, Azure), and infrastructure management, security, and compliance (WAN, LAN) here.

One of my key challenges during this role was the seamless navigation of a global pandemic. I ensured business continuity by rapidly developing and deploying a work-from-home solution using both a cloud compute environment and physical devices. Within 30 days, I enabled a 100-member workforce to shift to WFH securely. I achieved this by optimizing resource allocation and leading software development and testing in parallel.

I took a bird’s-eye view of security, infrastructure, and talent management here. I helped shape strategic planning roadmaps by pinpointing significant gaps and defining actions to fill them. These actions catalyzed the creation of new security protocols, infrastructure improvements, and talent development.

I drove the streamlining of project management. I built a comprehensive project portfolio within 45 days; this eased and improved project prioritization and subsequent resource allocation.

Within a few months, I overhauled this company’s IT strategy, revamped operations, and engaged employees. I set the organization up to meet the annual return on asset (ROA) goals. Additionally, I developed and implemented key performance indicators (KPIs), managed vendors, and directed service-level agreement (SLA) creation.

As the Chief Technology Officer here, I streamlined IT operations by designing and deploying a roadmap in alignment with the overarching organizational strategy. As a result, I surpassed performance expectations for data governance advancement, security transformation, regulatory/audit compliance, and cost savings in less than three years here.

I helped increase the return on assets (ROA) to 0.40 bps (goal: 0.23 bps), asset net worth to 9% (goal: 8%), and net worth growth to 5% (goal: 4%).

Moreover, I achieved a 100% project and division goals completion ratio, a 92% customer satisfaction score, a 91% SLA completion rate, and 99% KPI goal achievement. I accomplished all this by designing and deploying 1-, 3-, and 5-year executive-level strategies and an organizational technology structure. I also improved IT management by implementing a hybrid mix of COBIT and ITIL methodologies.

Another major accomplishment during this role was to achieve regulatory compliance by designing an enhanced patch policy; this also accelerated the patch cycle from approximately 90 days to only 30. Our NCUA audit ratings improved by 1.5 points on a 5-point scale.

As the VP of Information Technology here, I oversaw $3.7B in assets and managed a $10M budget while leading 30 employees. I designed and executed IT security policies in close partnership with core executive leadership. I also ensured adherence to industry standards and regulatory policies, such as SOX and GLBA.

One of my key accomplishments was boosting internal customer service satisfaction rates from ~30% to 87%. I built SOPs from scratch, implemented SLAs/OLAs, and enhanced helpdesk operations. I also improved external customer satisfaction by 75% by improving network performance. I led a shift to proactive problem resolution here by introducing network monitoring tools. I also prevented recurring issues by identifying and correcting the underlying cause.

In addition to this, I enhanced vendor management by implementing control mechanisms to protect customer data, speed up interactions, meet audit requirements, and achieve cost savings.

As the Assistant Vice President here, I spurred the creation of a new PMO department. I ensured all project managers across the organization followed operational standards and regulatory guidelines. Also, I generated executive buy-in for critical decisions by serving as a member of the board-level IT Audit Sub-Committee and the IT Steering Committee; this required executive and key stakeholder presentations of stakeholder and direct collaboration with executive leadership.

By establishing the PMO, I drove dramatic improvements in project management here. I increased on- time project delivery by finetuning both project prioritization and resource allocation. I also promulgated the effective use of project management methodologies here. This led to a 75% increase in service- level agreement (SLA) completion rate.

In addition to this, I conducted comprehensive audit examinations in collaboration with outside agencies, including Deloitte. I responded to findings and performed remediation when needed.

Moreover, I successfully steered several IT-centric projects here. My contributions were recognized as a promotion from the PMO's Assistant Vice President to the IT Vice President.

Seasoned IT expert boasting a broad background in network administration, telecommunications, system administration, and virtualization. Skilled in diagnosing various technical challenges, enhancing network efficiency, and fortifying data security. Showcased mastery in using Cisco Systems products and navigating diverse operating systems, notably Windows Server and Linux. Proficient

in orchestrating Active Directory operations, addressing computer hardware nuances, and rolling out virtual frameworks via VMware. Possess standout communication prowess, fostering seamless teamwork and coordination across varied groups and sectors.

Dynamic IT professional with extensive experience in network administration, telecommunications, and system administration. Proficient in troubleshooting diverse technical issues, optimizing network performance, and ensuring secure data transmissions. Demonstrated expertise with Cisco Systems products and diverse operating systems including Windows Server and Linux. Adept at managing Active Directory and handling computer hardware concerns, with a strong acumen in firewall configurations to ensure robust network security.

Tech Leadership Solutions for Banks and Credit Unions: We specialize in Business Analysis, Business Intelligence (BI), Microsoft SQL Server, Program Management, IT Service Management, Databases, Analytics, Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), Business Process Improvement, Business Process Information Technology, Software Development, IT Management, IT Strategy, Cloud Computing, ITIL, Technical Support, Leadership, Problem Solving, Technology and Business Strategy Alignment, IT Operations, Vendor Management, and Project Management.