Iveliz Morales

Kissimmee, Florida
787.224.7654 • Iveliz.mr@gmail.com
linkedin.com/in/iveliz-morales/

Senior IT Manager
IT Infrastructure • Senior Leadership • Telecommunications & Networks • Program Management

Technology Management
Systems Performance
ITIL Service Management
Coaching & Mentoring
Network Engineering
IT Security & Compliance
Technical Asset Management
Software & Hardware
Development Life Cycles
Project & Program Management
Solutions Development
Interpersonal Skills
Asset Management
Accomplished, highly adaptable IT leader and program manager with extensive
experience developing, deploying, and evaluating complex IT systems aimed at improving
quality and efficiency and optimizing business processes.
Adept at bringing into line end-user needs with long-term resolutions to complex IT
challenges. Track record of success devising strategic plans that align technology to
business drivers for a diverse range of companies and industries.
Skilled trouble-shooter continually focused on identifying, isolating and resolving technical
issues. Enhance network infrastructure and operational environments.
Fluent in English and Spanish, open and honest communicator, skilled at recruiting,
building, and strengthening technical teams across functions to drive cohesive, strategic
operations.
Repeated success developing strategic technology roadmaps that align with business
goals and revenue growth; keen ability to guide programs involving information systems
and use of numerous data sources to enhance and streamline business operations.

PROFESSIONAL EXPERIENCE
MICROSOFT  United States December 2011 - Present
Senior IT Program Manager
Principal program leader and strategist for information services operations covering service delivery, infrastructure and
architecture, business systems, security, and end-user services. Direct concurrent technology projects focused on optimizing
business processes. Enhance business critical areas including service desk operations. Effectively manage projects and teams
for various departments including Network, Infrastructure, Telecommunications, and Supply Chain. Develop and lead dynamic
information services team in line with industry best practices.
Key Achievements:
 Spearheaded Special Media Manufacturing Team (SMMT) Optimization Project; improved workflows by 25% by simplifying
processes, using six sigma.
 Led efforts to identify and implement various cost-saving measures and workflow improvements;
 Decreased telecommunications costs by 53%
 Lead service desk and achieved 99% positive customer satisfaction surveys.
 Maintained services up to 98% uptime.
 Designed support model and ensured SLAs were at least 99% compliant.
 Sustained zero findings ISO 9001 and ISO 14001 audits.
 Successfully upgraded network with zero downtime and zero impact.
 Effectively led Project Envision; decreased time required to gather data and provide monthly metrics by 90% by developing
SharePoint tool linked with PowerBI.
 Design and deployment of Enterprise Voice to optimize infrastructure and the adoption of a new business. Bandwidth was
increased by 200% and we decrease costs of infrastructure by 33%.
 Lead the hardware recycle program, obtaining a reduction of 100% in recycling costs while contributing to the environment.
Iveliz Morales
Page 2 • Career Progression (Cont.)

MMM HEALTHCARE  San Juan, Puerto, Rico December 2009 - December 2011
Systems Administrator | Technical Lead
Directed technical efforts to optimize and maintain system performance on servers, databases and automated jobs. Led efforts
to ensure data integrity in databases during updates and rectify incidents and problems in production environments. Developed
programs and established solutions to improve IT efficiency, increase productivity, and reduce costs. Delivered weekly and
monthly KPIs covering service availability and software programs execution.
Key Achievements:
 Reduced data processing time by 7 hours and enabled go-live production during redesign of data warehouse.
 Effectively collaborated with IT Architect to develop and implement overnight automated processes for SaaS project;
decreased execution time down to 35%, allowing all process to execute on time for next day operations.

SDM HEALTHCARE MANAGEMENT  San Juan, Puerto Rico May 2009 - December 2009
IT Manager
Orchestrated voice and data network operations including telecommunications and IT processes; oversaw day-to-day and strategic
innovation projects to reduce operational costs and enhance resources. Supervised efforts to establish plans and procedures for
technical support, programming, and operations.
Key Achievements:
 Lowered costs by 60% by leading negotiations for vendor and maintenance contracts.
 Identified and documented IT processes to support key services and improve support response.

FREELANCE  San Juan, Puerto Rico January 2006 - May 2009

IT Consultant | Project Manager
Held bottom-line accountability for providing external clients with solutions and support services covering management,
telecommunications, service engineering, training, and recruitment. Delivered guidance for long-term approach to quality IT
architecture and network-intensive solutions with aim of optimizing operations and delivering savings. Managed variety of complex
systems projects.
Key Achievements:
 Achieved 100% success rate while managing early car assistance project for insurance company.
 Developed and supported infrastructure and operations with 100% network availability in 24x7 environment.
 Championed efforts to create innovative proposals and conduct demos using cloud technologies for legal firm; decreased
operating costs by 200% while ensuring 100% availability of legal web services.

ADDITIONAL EXPERIENCE
MCKESSON HEALTH SOLUTIONS  Guaynabo, Puerto Rico • System Administrator | Telecomm Specialist
UNISYS  San Juan, Puerto Rico • IT Consultant

EDUCATION & QUALIFICATIONS

UNIVERSITY OF PUERTO RICO  Rio Piedras, Puerto Rico • BBA in Computer Management Systems
UNIVERSITY OF PUERTO RICO  Rio Piedras, Puerto Rico • Human Resources
POLYTECHNIC UNIVERSITY OF PUERTO RICO  San Juan, Puerto Rico • Project Management Methodology I & II
SDM HEALTHCARE  San Juan, Puerto Rico • Leadership Program Team
EXECUTRAIN PR  San Juan, Puerto Rico • ITIL V3 Foundations – Course and Certification
PODIUM  San Juan, Puerto Rico • Neuro-Linguistic Programming Practitioner Certification
MICROSOFT  San Juan, Puerto Rico • SAFe 4.5 Scrum Master, SAFe 4.6 SAFe for Teams and SAFe 4.6 Product Owner Courses
UNIVERSITY OF PUERTO RICO  Rio Piedras, Puerto Rico • Professional Coach Certification
PMI  San Juan, Puerto Rico • PMP Certification in Progress