Howard Carl

Director of IT Operations @ Holland & Knight LLP

About

Highly accomplished professional with a distinguished career leading the design, implementation and integration of enterprise-wide software solutions to meet global business, financial and market demands. • Change agent with strong innovation, transformation and growth leadership. Skilled in building, optimizing and expanding services, technologies, teams and processes to reduce costs and strengthen bottom-line financial performance. • Strategic analyst, planner and problem solver with superior communication skills. Strength in building synergy between management, teams, partners and clients to support strategic business objectives across complex environments. • Natural team leader with proven ability to motivate, energize and achieve success. Noted for ability to build and guide teams in delivering high-value solutions, on-time, within budget and with high customer satisfaction. • Overseeing management of large multi-site call centers handling over 5,000,000 calls per year. Collaborating with internal and external clients to design and implement best in class Call Center, IT infrastructure and creative software solutions across a broad spectrum of industries. Specialties: • Defining and aligning technology investments and strategy with business goals to drive competitive growth • Leading highly technical software development teams including product managers, architects, development managers, QA managers, and project managers to deliver large scale development projects on time and within budget. • Driving the introduction and adoption of best practices to enable business transformation and innovation using Six Sigma principles • Spearheading the design and roll-out of integrated infrastructure, systems and analytics to enhance decision-making

Country

United States

City

Tampa

Industry

Computer Software

Skill

SaaS, Software Development, Vendor Management, Integration, Enterprise Software, Virtualization, Enterprise Architecture, Leadership, IT Strategy, Program Management, Project Management, Call Center, Process Improvement, Outsourcing, Cloud Computing, PMO, Management, Telecommunications, Requirements Analysis, Data Center

Experience

Director of IT Operations

Holland & Knight LLP

2015-8 - Present · 11 yrs 2 mos

Tampa/St. Petersburg, Florida Area

Passionate leader partnering with Firm's executive management to provide IT strategy and direction for one of the nations largest law firms (~$700M). Managing teams responsible for IT infrastructure, servers, virtualization, storage, networking, cyber-security, Exchange / messaging, CISCO telephony, and mobile device management for over 24 locations. Managing data centers, system monitoring / event management, business continuity and disaster recovery. Establishing ITIL framework principles and practices to deliver consistent and reliable IT services.

Vice President, Technology

Xcira, LLC.

2009-2 - 2015-8 · 6 yrs 7 mos

• Providing forward looking leadership and vision to Development and IT staff. • Chief technologist reporting to the CEO, Managing high availability (99.998% uptime) IT infrastructure in three co-location facilities, three content delivery networks, in addition to corporate facilities supporting over 30 billion dollars a year in customer transactions. • Overseeing all strategic software development and technology decisions, providing thought leadership and aligning technology roadmap with business goals and vision while providing vendor management for all outsourcing partners and suppliers. • Fostering strong team culture focused on flawless SaaS delivery, relentless optimization and improved customer experience.

VP of Technology/Operations

CGS (Computer Generated Solutions)

1994-4 - 2008-11 · 14 yrs 8 mos

Provided leadership and framework to actively identify needs, resolve critical issues, and align strategies with business goals to achieve high ROI. Established a comprehensive optimization strategy and footprint to enhance customer satisfaction, reduce costs and enable continued profitable business growth. Led team in introducing company’s products and services to new clients; defining effective managed services best practices; building, expanding, and optimizing infrastructure and processes to enhance delivery of services; and appropriately resolving all quality, delivery and satisfaction issues. Directed call center staff of 1500 across Service Delivery, Program Management, Application Development, PMO, and Quality Assurance and Training operations. Tenacity for improving the customer experience focusing on continuous process improvement. Driving operational excellence and delivering cost-efficient high-value technology solutions with an astute understanding of business financial metrics.

Project Manager / Computer Scientist

CSC

1991-3 - 1994-4 · 3 yrs 2 mos

Chosen to core team of 3 vendor-based project managers to build IBM’s National Help Desk Support Center enabling the delivery of managed technical support services to clients. Recommended and obtained exclusive agreement with IBM to oversee managed service operations within the site. Led team in providing optimal support to more than 10 IBM customers with all issues. Instituted consistent quality processes and procedures to ensure highest quality and timely support. Directed, trained and mentored team to ensure unified vision of corporate and customer service goals.