The University of Texas at Austin

IT Director at Dell EMC

Austin, Texas

GLOBAL IT OPERATIONS  -  SERVICE DELIVERY  -  PRODUCT SUPPORT♦ Oversee global product support team across US, Europe, Brazil, Malaysia, and India, to provide production service delivery of Dell EMC's global order management systems.♦ Provide operational support and maintenance personnel and services to maximize product uptime of Dell EMC's global order management ERP.♦ Ensure full statutory compliance of Dell EMC's global order management ERP in accordance with regional and national legal requirements, such as SOX, PCI, audit, Disaster Recovery, etc.♦ Direct long range technology planning activities to ensure Dell EMC's global order management platforms meet the needs of the enterprise now and in the future.♦ Drive organizations' technology initiatives, transformational initiatives, and critical projects, to increase client satisfaction through service excellence, project alignment with key accounts, and other strategic initiatives♦ Promote cross-functional collaboration and excel at people, process, and technology changes across the company that increases growth, performance, and client loyaltyKEY ACHIEVEMENTS♦ Implemented Key Performance Indicators and demonstrated significant uptime metrics for Dell EMC's global order management ERP♦ Assisted in the globalization of Dell EMC's Oracle EBS platform - one of the top 3 largest implementations in the world.♦ Expanded global operational support team footprint to facilitate follow-the-sun production support activities♦ Streamlined business operations and reduced cost through ERP systems optimization and uptime

Dell EMC

IT Director - ERP Product Service & Support

GLOBAL IT OPERATIONS  -  IT PROGRAM MANAGEMENT  -  TECHNOLOGY PLANNING♦ Direct long range technology planning across US, Europe, Brazil, Malaysia, and India, and provide leadership to a team of 100+ IT professionals for successful IT operations♦ Ensure diligent program planning and execution while providing oversight in technology roadmap planning, managing budgets, and overseeing resource allocation at global sites♦ Employ smart techniques to constructively use IT equipment, and implement technology standards, to reduce unnecessary complexity while realizing significant savings on maintenance costs♦ Drive organizations' technology initiatives, transformational initiatives, and critical projects, to increase client satisfaction through service excellence, project alignment with key accounts, and other strategic initiatives♦ Promote cross-functional collaboration and excel at people, process, and technology changes across the company that increases growth, performance, and client loyaltyKEY ACHIEVEMENTS♦ Pioneered the set-up of site operations: IT Global Development Center in Brazil ♦ Represented Latin America region in the Office of the CIO♦ Led implementation of multi-tiered organizational structure in the PMO♦ Streamlined business operations and increased revenue through ERP systems implementation

Dell

★ Director – IT Business Operations

STRATEGIC PLANNING & EXECUTION  -  STAKEHOLDER ENGAGEMENT  -  ACCOUNT MANAGEMENT ♦ Demonstrated leadership, business, financial, and infrastructure technical knowledge crossing multiple disciplines, while managing the strategic direction for the account related to infrastructure technologies♦ Facilitated account driven project operations by documenting the requirements and working with the appropriate teams, to establish solutions and budget to fulfill requests♦ Strategically assigned to manage key business accounts and entire global software development, delivery activities, and strategic global workforce distribution♦ Functioned as a focal point of contact regarding business service issues, and developed customer strategies for performance metrics, escalation management, and communication♦ Coordinated and led account service team to ensure cost effective and timely delivery of business solutions♦ Ensured smooth transition and transformation of IT infrastructures regarding acquired companies, into Dell global enterpriseKEY ACHIEVEMENTS♦ Defined and improved operational processes, to reduce costs in ITaaS model♦ Strategically executed programs in services and HR domains♦ Aided decision making for portfolio and financial planning

★ Director – Account Delivery Executive

SDLC  -  SOFTWARE PROJECT DELIVERIES  -  VENDOR RELATIONS  -  ENTERPRISE INFRASTRUCTURE PLANNING♦ Ensured optimum quality delivery of software projects, while focusing on technology roadmap planning & execution, resource allocation, assessed enterprise infrastructure requirements, and collaborated with cross-functional teams♦ Successfully deployed the ‘Order Management and Accounts Receivable Systems’ in North & South America♦ Achieved all project objectives within a short period of time; defined Statement of Work for the project and integrated processes and systems of acquired companies, into Dell enterprise technology infrastructure♦ Closely monitored project teams, and successfully implemented company’s globalization processes with a focus on continuous improvement♦ Defined & implemented software development measurements, controls, and metrics to optimize team performanceKEY ACHIEVEMENTS♦ Ensured optimal operational readiness of enterprise infrastructures via stabilizing legacy offline sales systems♦ Managed full transition of platform ownership & responsibilities from US to regional team in Brazil♦ Decision support for global strategic workforce distribution

★ IT Director, Americas Order Management & Accounts Receivable System Development

START-UP OPERATIONS  -  PROGRAM MANAGEMENT  -  VENDOR MANAGEMENT♦ Oversaw and managed start-up operations of the Dell Brazil IT Site, while setting up processes and technology to accomplish software development, testing, and business operations support♦ Spearheaded efforts to establish program management objectives, along with the process set-ups, vendor collaboration, Disaster Planning & Recovery, and Systems Integration♦ Ensured strong foothold in a new market, via active participation in local and national communities, through fostering media, public, and government relations♦ Remained responsible for site operations, facility expansion, contracting, and the overall success of the site KEY ACHIEVEMENTS♦ Structured IT operations across all major non-US sites (Brazil, India, Malaysia, EMEA)♦ Reduced telecom operations expenses at the Brazil site♦ Implemented operational metrics to measure IT site performances

★ Site Director – Brazil IT Development Center

PRODUCT PORTFOLIO MANAGEMENT  -  PROJECT MANAGEMENT  -  SDLC PROCESSES ♦ Led efforts to drive/lead large cross-functional teams by training on the specifics of the software update, evaluating their feedback, and ensuring the cross -functional team completes their responsibilities on-time♦ Diligently managed technology strategy and master planning, along with resource and demand management♦ Provided strategic planning and execution leadership to coordinate application ownership transition from US to Brazil and India♦ Ensured the successful global transition of applications across Brazil, while deploying new SDLC processes, improving productivity & efficiency of IT operations, and effectively leading the technical support team KEY ACHIEVEMENTS♦ Developed knowledge transfer framework during transition phases♦ Reduced backlog of service trouble tickets and enhancement requests

★ IT Director & Strategist – Product IT Group

STRATEGIC ACCOUNT MANAGEMENT  -  GLOBAL WORKFORCE DISTRIBUTION  -  INFRASTRUCTURE DEVELOPMENT♦ Provided strategic direction to manage global re-distribution of Dell IT resources, and monitored global workforce distribution, along with transitioning application ownership to remote locations, such as India, Brazil, and Russia♦ Efficiently led and supported delivery teams and staff in remote locations, and directed strategic planning and execution; demonstrated skills in in IT strategy, innovation, operations, and infrastructure developmentKEY ACHIEVEMENTS♦ Successfully created 50% workforce composition in low-cost environments♦ Managed global resource distribution, tracking, and measurement

★ IT Director - Account Manager – Global Development Services

TECHNICAL PROJECT MANAGEMENT  -  PROCESS IMPROVEMENT  -  RESOURCE ALLOCATION♦ Managed the distributed Latin America Online team, along with offshore and domestic resources, and implemented Standard IT Processes such as CMM & MSF in Latin America Online♦ Designed and deployed regional internet content and commerce applications, using advanced web and database development platformsKEY ACHIEVEMENTS♦ Managed initial set-up of Offshore Development Resources in Brazil♦ Incorporated Corporate IT Initiatives such as CMM and other SDLC standards

★ Senior Manager – Dell Latin America Online

- Deployed global internet applications using advanced web and database development platforms♦ Managed full project management life cycle regarding internet application development projects, and closely collaborated with outside consultants in application development and production supportKEY ACHIEVEMENTS♦ Created Data Model and Architectural Design of Premier’s Standard Configuration Commerce Engine (multilingual/multicurrency/custom order form), and the new centralized Relationship Online Customer Information Repository (ICU)♦ Conceptualized, designed, developed, and deployed Dell Online’s modified implementation of the Microsoft Solutions Framework (MSF) development processes

★ Senior Program Manager – Dell Online

- Managed a team of software and technical professionals, to accomplish worldwide development of multi-tier, Windows®/WindowsNT®/UNIX Client-Server Application Development for the Real Estate and Facility Management Industry♦ Project Management – Consistently employed technological solutions to increase communication while using time efficiently to track progress and meet goals♦ Systems Analysis – Carefully examined existing systems and operations to understand client needs and designed effective training plans to support new systems

StarCorp Realty Systems, Inc.

★ Director of Technical Development

- Efficiently led technical teams to accomplish software development projects, and performed requirements gathering and development (analysis, design, coding, testing, documentation, implementation, and support)♦ Maintained focus on achieving bottom-line results while formulating and implementing advanced technology and business solutions to meet a diversity of needs

Express Star Systems, Inc.

★ Director of Operations

- Managed software development projects, planning and scheduling, along with implementation and support of computer aided design, engineering, manufacturing, and database systems for the aerospace industry

John Wheeler

John Wheeler