VP of Information Technology
Coalfire Systems Inc.

Leading the team through transformational change to create a customer-focused IT Engineering and support team with the sole purpose of "weaponizing" the IT function in such a way that it enables and drives revenue. Have reduced hardware and software spend by over 40%, while adding 200+ new end users.  Established organizational structure and supporting SLA/OLAs with the business.  Developed BCP and DR strategies with failover to the cloud. and Negotiated several million-dollar+ agreements and lines of credit with suppliers to optimize cash flow for the business.


Director Of Global IT Operations

Trimble Navigation


Responsible for DevOps, Service Delivery and Management of Multi-tennant Hosting and Data Center Services for Geospatial SaaS applications, to internal customers of the Trimble Hosting Services organization and ultimately over 10MM end users globally.  Charged with building a repeatable, predictable and measurable service delivery organization focused on delivery of data center services that offer a competitive advantage over commercially available products and services by outside providers or compliment them by leveraging Trimble Hosting buying power and industry influence.​


DIRECTOR, SERVICE DELIVERY IT OPERATIONS 

Global Healthcare Exchange


​ Led Customer Experience and IT Operations Teams reducing transaction failure rates by 70% in the first year  resulting in a customer satisfaction improvement of over 40%, and a renewal rate increase of 15% annually.Devised a tiered customer support and engagement center based on customer touch points and journey mapping that contributed over $2M to the bottom line in its first year​


Founder and Managing Partner

BTT Solutions Inc.


​ Founded and served as COO of the company. Responsible for authoring proposals, negotiating contracts, managing all customer engagements, developing strategic business plans,  managing client relationships and developing inside and outside sales and marketing plans.  In the course of six years, the company grew from two FTEs to over 30, with $4M in annual revenue and a diversified customer base.​​

Sr. Director Of Service Delivery, IT Operations

DigitalGlobe Inc (DGI)


Developed and Led Global Customer Experience and Operations, supporting over 2 million customers in 63 countries, managing $12M budget and over $250M P&L. Successfully reduced operational failure rates by 30%, increased customer satisfaction by 70% and launched a new product line that generated $170M in its first two years. 


Email Robert robert@robertLflores.com

Phone Robert +1.303.900.2664

  • Cyber Security

  • Employee Mentoring and Development 
  • Mergers and Acquisitions
  • Vendor Management
  • Contract Negotiations

Other Skills that Robert Brings to the Table...

  • Strong Leadership and Management Skills

  • Service Delivery and IT Operations
  • DevOps and Cloud Strategie
  • Operational Strategy
  • CI/CD Development Environements

Technology


  • Enterprise Architecture
  • Data Center Management
  • DevOps
  • AWS
  • Azure
  • SaaS
  • Software as a Service
  • Incident Management
  • Middleware
  • ERP
  • Network Architecture
  • Telecommunications Networks
  • Web Portals / APIs​

People


  • Strong Communications
  • Team Management (over 500 Employees located Globally)
  • Mentoring
  • Career Paths
  • Retention and Succession
  • Channel Partners
  • Resellers
  • Executive Account Management
  • Contract Negotiation
  • Customer Satisfaction
  • Customer Experience
  • Relationship Building

Operations


  • Program / Project Management
  • Metrics
  • Dashboards
  • Process Engineering
  • Governance Models
  • Customer Management
  • Data Center Infrastructure Management
  • Algorithms
  • Software Engineering
  • Tiered Support
  • Knowledge Management
  • Governance Strategy
  • Predictability Models
  • Product Development
  • Operational Reviews

Critical Skills and Accomplishments


Director Of Sales Operations

Global Healthcare Exchange


​ Led Customer Experience and IT Operations Teams reducing transaction failure rates by 70% in the first year  resulting in a customer satisfaction improvement of over 40%, and a renewal rate increase of 15% annually.Devised a tiered customer support and engagement center based on customer touch points and journey mapping that contributed over $2M to the bottom line in its first year​


Director & Senior Advisor

Nortel Networks


Led global team of consulting professionals responsible for a first-of-its-kind $3B joint venture project between Nortel Networks, Keiwit Construction, Level 3, and Corning Fiber, building a trans-Atlantic, high speed network, providing content and capacity between the United States and Western Europe.    Successfully executed project under budget, within timeframe and with first time acceptance by customer/partners.