Hector R Diaz


SUMMARY


A Denver based information technology executive with extensive experience running multiple data centers in international environments. Passionate about the pragmatic application of technology. Experienced with data center moves and consolidations in support of corporate mergers, acquisitions, and divestitures. Recognized for maintaining strong vendor relationships. Able to select, motivate, and lead cross-cultural winning teams. Energized by overcoming challenging problems in delivering cost effective information technology products and services. Documented history of meeting or exceeding performance goals.

- Data center management
- Enterprise architecture
- Service management
- Business development
- Help desk management
- Consulting/sales support
- Strategic planning
- Operations management
- Managed services

PROFESSIONAL EXPERIENCE


Diaz Consulting, Denver, CO


Principal, 2006-Present

Provide strategic management and information technology consulting services.
  • Developed an architecture and consulted on the vendor selection of a secure messaging solution for a business process outsourcing (BPO) provider.
  • Managed the selection of a co-location and managed services IT hosting services provider.
  • Consulted on capacity planning for data center projects in North America for a leading provider of cable, entertainment and communications products.
  • Served as a Sr. Project Manager for a privately held medical technology company. Rolled out an IT infrastructure including a data center, client computing, and a VoIP system for their Asia Pacific operations based in Hong Kong.
  • Developed a scalable IT strategy for a startup company in Denver that sponsors professional network events.

CaridianBCT, Lakewood, CO (formerly Gambro BCT)


Global Support Services Manager, 2007 - 2009

Managed the delivery of cost effective 7x24 customer support services for over 2000 users in 30 countries across the globe.
  • Attained yearly savings exceeding $250K by developing and implementing an IT governance program.
  • Directed the help desk, client computing, and procurement organizations including 22 professionals in the US and indirect remote staff in Europe, Asia, and Latin America.
  • Reduced support costs by implementing an asset management process and an enhanced call-tracking system.

Agilent Technologies, Colorado Springs, CO


Operations Manager, 2005 – 2006

Accountable for the availability, quality, and regulatory compliance of Agilent Technology's 30 data centers in the Americas. Directed activities of 120 professionals providing strategic guidance for cost-effective service delivery.
  • Achieved savings of over $105M through a combination of outsourcing and restructuring the corporate IT infrastructure. Directed the consolidation of three data centers into one as part of restructuring.
  • Developed and implemented operational processes to provide cost-effective, 99.999% system uptime for remotely managed data centers following ITIL practices.
  • Managed IT disaster recovery exercises to identify areas of vulnerability and recommended measures for their mitigation. This work minimized financial exposure by eliminating system downtime for systems processing about $800K of orders per hour.

Support Services Manager, 2000 – 2005

Managed group of 16 professionals providing pre and post-sales support for product lines with over $300M in annual revenue. Attracted, developed and retained a world-class support team. Championed voice of the customer and led divisional quality efforts for ISO Compliance.
  • Took $20M (5 points) in market share from main competitor by conceiving and implementing a highly successful marketing campaign leveraging differentiation in professional support services.
  • Reduced post sales support cost by $1.5M with no decrease in level of customer service through the timely delivery of support plans, product training and documentation.
  • Cut turnaround time on customer inquiries by over 50% for international customers by adopting and sharing best practices across geographies, leveraging subject matter expertise.

Hewlett-Packard Co., Colorado Springs, CO


Marketing Manager, Support Programs, 1998 – 1999

  • Led transformation from selling hardware to developing solutions services creating a new revenue stream that exceeded $20M per year.
  • Implemented CRM call tracking process that provided data on the warranty cost for individual products. This data was used to re-balance product portfolio and it’s pricing. Over time this helped increase margins by 1%.
  • Reduced turn-around time from an average of 21 days to less than 7 days for serious and critical software fixes by putting in place a defect management policy and instituting processes to implement this program.

Senior Consultant, 1994 – 1997

  • Led the development and adoption of a UNIX server common operating environment that set standard, repeatable processes that reduced server management costs at Hewlett-Packard’s global data centers.
  • Managed two major infrastructure rollouts supporting SAP R/3 ERP implementations.
  • Evaluated new products and technologies and advised for or against their adoption at global data centers.

OTHER RELEVANT EXPERIENCE

  • Successful business development promoting the use of satellite communications in Latin America for the Communications Satellite Corporation.
  • Extensive experience conducting business and managing relationships in Europe, Asia, and Latin America.
  • Managed the logistics and field services responsible for the highly profitable installation and operation of a satellite receiving station and a data center in Saudi Arabia. 

EDUCATION

  • BSCE, University of Puerto Rico Mayagüez, PR.
  • Management Development program, Hewlett-Packard Co.
  • Project Management program, Hewlett-Packard Co.

ADDITIONAL SKILLS

  • Fluent in English and Spanish, with a working knowledge of French
  • ITIL V3 Foundation Certification
  • Six sigma / process improvement engineering
  • Understanding of cloud computing, software as a service (SaaS), and server virtualization