Adriana Rosario IT Manager
Milwaukee, WI • itmanager@gmail.com • +1 414-555-0182
Profile Summary
- IT Manager with 13 years of experience leading IT operations in Fortune-500 financial services across financial services, healthcare, and regulated enterprise IT, specializing in IT strategy, service delivery leadership, and budget ownership, currently leading 14 IT staff.
- Solid technical and operational foundation across service management (ITIL 4, Agile-ITSM hybrid), collaboration (Microsoft 365), identity (Entra ID), ticketing (ServiceNow), and security and compliance (SOC 2 Type II), with strong fundamentals in service-management discipline, budget ownership, and business-partnership instincts.
- Deep expertise in IT strategy and roadmap ownership, service delivery against SLAs, budget and vendor management, and security and compliance oversight, applying practices such as ITIL-aligned change management and executive business reviews to deliver reliable, secure, and business-aligned IT operations.
- Engaged business partner working cross-functionally with Finance, Security, HR, and business-unit leadership in ITIL-driven IT organizations, contributing to executive steering committees, quarterly business reviews, and audit readiness forums with a pragmatic, outcome-first mindset.
- Service-oriented leader who fosters a culture of service ownership and written-decision rigor while owning a $5.4M annual IT budget and leading weekly IT leadership review sessions plus IT all-hands and career-development cycles.
Technical Skills
- Frameworks & Methodologies:
- ITIL 4, ITSM, COBIT, ISO 20000, Agile-ITSM hybrid, change management, problem management, service request management
- Collaboration & Identity:
- Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Google Workspace, Active Directory, Entra ID, Okta, SCIM, conditional access
- Infrastructure & Cloud:
- Windows Server, Linux server administration oversight, VMware vSphere, Hyper-V, Azure, AWS, GCP, Intune for endpoints, Jamf for macOS
- Service Management Tools:
- ServiceNow (ITSM, Change, Problem, CMDB), Jira Service Management, Freshservice, Zendesk, SLA design, KPI dashboards
- Security & Compliance:
- SOC 2 Type II, ISO 27001, HIPAA, GDPR, NIST CSF, access reviews, patch management oversight, vendor risk assessments, audit readiness
- Budget & Vendor Management:
- Capex/opex budgeting, forecasting, contract negotiation, MSP management, license management, RFP/RFI, cloud cost optimization, TCO modeling
- Leadership & People Management:
- Performance management, 1:1 cadence, career-development planning, hiring loops, IT org design, cross-functional partnership, executive communication
- Project, BC & DR:
- PMP-aware program leadership, M&A IT integration, ERP/SaaS rollouts, BCDR planning, RTO/RPO design, tabletop exercises, post-incident reviews
Education
Work Experience
- Lead IT operations for a Fortune-100 financial-services regional hub, managing 14 IT staff across 4 functions across HQ campus + 9 regional offices, covering helpdesk and end-user support, systems and network administration, and identity and collaboration platforms for 4,500 internal users.
- Authored a 3-year IT roadmap covering M365 modernization, an Entra ID migration from on-prem AD, and ServiceNow rollout, securing executive sponsorship and delivering 2 of 3 roadmap phases delivered on time and on budget.
- Run IT operations against ITIL 4 SLAs on ServiceNow, sustaining 96% resolved within 4 hours on P1 incidents across 28,000 tickets per year and maintaining 91% CSAT on quarterly service surveys.
- Manage an annual IT budget of $5.4M across capex and opex, negotiating 3 renegotiated MSP and licensing cycles that saved $720k/year while expanding coverage for hybrid endpoints.
- Partner with the CISO on access controls, patch cadence, endpoint security, and audit readiness for SOC 2 Type II and NAIC cybersecurity examinations, clearing 2 back-to-back audits without IT findings.
- Sponsored 7 cross-functional IT projects including a regional office buildout, an ERP module rollout, and an M&A IT integration for a 200-person acquisition, delivering the integration cutover on schedule with zero P1 incidents.
- Primary IT point of contact for 8 business units and the regional VP forum, running quarterly IT business reviews and standing leadership 1:1s, with the CFO signed off on all 3 IT budget cycles by the CFO under my tenure.
- Owned business continuity and disaster recovery for the regional medical group, including a warm-standby DR site and an 4 hours RTO / 1 hour RPO standard across clinical applications, with quarterly failover tests, all passed.
- Authored or updated 22 IT policies covering acceptable use, BYOD, access, change management, and incident response, adopted as the regional IT standard and referenced in two annual HIPAA audits.
- Hired 11 IT hires across helpdesk, sysadmin, and network roles over 4 years, mentored 4 promotions to senior IT roles, and sustained 91% retention over 4 years.
- Worked closely with Clinical Operations, Finance, HR, and Compliance teams across 14 clinic sites, authoring 28 SOPs and runbooks that shaped the regional operating baseline and onboarding 9 new-hire IT engineers.