joe faletra

* Responsible for the overall technology operations for the district * Managed seven staff members and the help desk * Responsible for helpdesk operations, network security, infrastructure, licensing, intrusion detection, datacenter operations, disaster recovery, annual budgeting, Network Operations Center, and many other aspects of technology integration * Assisted with technology integration into curriculum. Taught computer repair and networking for the Alternative Education program * Saved the district over $200K by implementing a Linux based infrastructure for a new school

* Managed the Global service desk & Desktop support environments globally * Responsible for mobile computing, systems security, imaging, and asset management on a global level. Acted as a liaison between IT and the field offices * Consolidated wireless telecommunications accounts to save 50K USD annually * Re-Negotiated WebEx contract to reduce by 50K GBP Annually * Led the architecture/engineering team to virtualize our 2 UK datacenters resulting in an on time delivery virtualizing well over 100 servers saving 7.5K GBP monthly * Managed hardware & software vendors to reduce operational expense by 28% * Created a new incident management process creating global efficiencies and reducing time to resolve incidents * Created problem management process

* Managing the service desk, desktop support, network, server, and production database environments. Let the engineering/architecture team in deployment of new Cisco UCS platform. * Coached and mentored direct reports to perform job duties meeting and/or exceeding standards for timeliness and quality * Recruited and hired new associates, contractors and consultants * Planned, coordinated and implemented security measures to safeguard electronic information against accidental or unauthorized modification, destruction, or disclosure * Developed, implemented, upgraded, and/or modified systems and policies to meet or exceed regulatory requirements such as FDA, HIPPA and SOX * Ensured enforcement of applicable policies * Responsible for the architecture, development and support of the company’s information systems infrastructure and data/voice communications. * Recommended and implemented policies and standards to ensure consistent usage and security procedures of IT systems. * Provided reports on system performance, service levels, and work activities. Managed multi-million dollar budget

Reduced software licensing costs by $500K by designing and implementing policy and process for assets based on ITIL and ITAM framework - Designed a mergers and acquisitions “play book” which resulted in 24 successful acquisitions in 24 months - Reduced technician workload by 43% globally in a 9 month period by creating an RFP and pilot to select a global system for implementing hardware independent imaging, software deployment, centralized management, asset and patch management for workstations and servers globally. This resulted in IHS being able to support additional acquisitions without hiring additional personnel - Reduced audit findings 90% by creating processes ensuring compliance with HIPPA, SOX and PCI guidelines.

* Increased first call resolution on the service desk from 60% to 86% by implementing a training program and mentoring service desk technicians * Reduced service delivery cost by 20% by developing metrics to determine appropriate staffing levels and using contracts when possible * Reduced outage time by 28% by implementing changes to the change management process * Reduced the time to integrate new offices and office moves by designing a playbook for these types of projects

* Responsible for a team of 53 people including 5 managers to oversee the deployment, monitoring, maintenance, development, documentation and support of high quality, reliable IT systems, networks and end-user support services * Responsible for maintaining a 13M budget. * Created a new IT Operations Team as well as an ITSM team * Deployed new client environment utilizing Apple hardware and JAMF * Led the Engineering and Architecture team on 2 datacenter designs and an Avaya deployment * Complete implementation of IT Service Management and all associated processes (Incident, Service Request, Change, Problem) * Restructured the global service desk and implemented ITIL processes * Built out new SCCM environment * Created & Implemented a root cause analysis process * Saved $500K Per annum through vendor contract re-negotiations * Ensured IT prepared to pass or remediate and audit findings/non-conformities.

* Responsible for the management of the Enterprise Operations team including, Monitoring, ITSM, Server (physical/virtual,) Storage, NOC, Telecom & networking environments * Accountable for quality of service and customer (internal & external) experience. * Responsible for multi-million budget and vendor management * Built out a new solarwinds environment with their entire suite monitoring the application through the infrastructure * Built out a NOC using offshore resources for night, weekend, & holiday shifts * Provided plans and design to build a new IT operations team * Created processes around Incident & Problem management as well as, escalation and communications plans * Created & Implemented a root cause analysis process