Chief Technology Office
Chief Technology Office (2006-Present) /
IT Director, Enterprise Services Group (2004-2006)
Recruited as IT Director to drive a total transformation of infrastructure and introduce best practices to eliminate downtime and reduce vulnerability across mission-critical production environment. Promoted to newly established CTO role and challenged to strengthen software development lifecycle and enhance on-time delivery of projects and alignment with business goals.
Provide leadership and framework to identify needs, resolve critical issues, and meet evolving organizational and customer goals. Scope of accountability spans technology strategy and roadmap, architecture design, technology evaluations and implementation, processes and procedures design, project and program management, budget planning and monitoring, team development and leadership, and customer and partner relationship management. Oversee teams of 20-25, comprised of employees and contractors, in designing, implementing, optimizing, and ensuring optimal uptime of infrastructure, systems, and services. Manage budgets of up to $3M with less than a 3% variance. Member of leadership team.
Defined technology vision and execution footprint that enabled the business to grow from $80M in 2004 to more than $220M in 2008 with anticipated revenue of $230M in 2010. Built high-performance infrastructure, desktop, development, and testing teams; introduced and ensured the adoption of methodologies, standards, and best practices; and championed the architectural design, rollout, and support of best-of-breed technologies with strong ROI.
Drove the complete architectural design and rollout of a scalable, secure, and reliable production environment, decreasing critical services downtime by 50% consecutively from 2004 to 2008 and achieving availability of 95-99% since 2008. Led the implementation of Frame Relay backup solution, Distributed Denial-of-Service (DDoS) protection, Intrusion Detection System (IDS), network monitoring tools, shared password repository system, standard operating systems, application and system builds, and firewalls and hardened servers into environment.
Spearheaded the introduction of effective systems and standards to improve data security, enhance compliance, and safeguard more than 25 million customer credit cards. Provided technical leadership on developing systems architecture, hardware standards and configuration, and virtualization and security best practices as infrastructure grew from 10 servers to more than 100 servers within 5 years.
Established formalized processes and procedures across complex environment that enabled the achievement of PCI compliance while improving availability and strengthening response time to critical issues. Introduced processes for supporting call center and managing customer issues, resulting in a call center capacity reduction of more than 20% within 6 months. Led obtainment of PCI compliance at less than 30% of the industry standard benchmark of $1.1M.
Championed a cultural shift to improve individual accountability based on the Oz Principle. Established clear roles and responsibilities, instituted performance measurements, and effectively aligned teams as partners to the business.
Built a Project Management Organization (PMO), introduced portfolio management framework, and guided the adoption of Agile development methodology, enhancing the on-time and quality delivery of projects while minimizing risk. Recruited project management team; rebuilt development team; and led the selection and implementation of tools, systems, and processes that enhanced communication and alignment with business goals.
Directed the build-out of new database and product architectures, development of core product features, and design and rollout of business intelligence framework. Led the introduction of third-party A/B testing, increasing consumer purchase conversion rates from 3% to 5%. Oversaw the development of multi-language support structure and conversion of administrative portal into Spanish, leading to the extension of vertical market. Managed the creation of next-generation web platform resulting in a consistent, maintainable, and scalable platform. Directed the build-out of data warehouse, ETLs, and analytics platform that enabled the capture of core business data for enhanced decision-making.