Strong Leadership and Management Skills
- Service Delivery and IT Operations
- DevOps and Cloud Strategies
- Operational Strategy
- CI/CD Development Environments
Critical Skills and Accomplishments
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
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.
Email Robert robert@robertLflores.com
Phone Robert +1.303.900.2664
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
Other Skills that Robert Brings to the Table...
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
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
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
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.
Cyber Security
- Employee Mentoring and Development
- Mergers and Acquisitions
- Vendor Management
- Contract Negotiations
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.
VP of Information Technology / CIO
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 sustaining 20% YOY growth. 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.