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Ann Arbor
Lorenzo Diaz

Lorenzo Diaz

IT Specialist, IT Engineer, IT Manager

Technology / Internet

Ann Arbor, City of Ann Arbor, Washtenaw

Social

Services offered

I am a seasoned IT professional with over 15 years of expertise in managing IT vendor relationships, operations, and project execution. My career has been built on delivering effective solutions, improving service quality, and driving operational efficiency. With a strong background in vendor management, contract negotiations, and performance optimization, I excel in aligning IT services with organizational goals to foster growth.

I have a proven ability to lead cross-functional teams, collaborate with stakeholders, and manage both onshore and offshore IT operations. I am highly skilled in designing performance metrics (KPIs/SLAs), managing risk, and ensuring compliance with security and business continuity standards. Utilizing tools like ServiceNow, JIRA, and Zendesk, I streamline processes and enhance service delivery to ensure operational excellence.

Throughout my career, I have consistently focused on resolving complex technical issues, improving system uptime, and ensuring customer satisfaction. My ability to drive IT service improvements and optimize vendor relationships has helped organizations maintain a competitive edge in fast-paced, dynamic environments.

Vendor management
Service delivery
It operations
Project execution
It professional
Performance optimization
Approximate rate: USD$ 65 per hour

Experience

Strategic IT Professional | Vendor Management & Operations Expert

With over 15 years of experience in IT vendor management, operations, and project leadership, I excel at optimizing vendor relationships and ensuring seamless service delivery. Skilled in performance monitoring, contract negotiations, and risk management, I drive cost control while maintaining high-quality service standards.

Key Expertise:

  • IT Vendor & Service Management
  • Cross-functional Team Leadership
  • Performance Metrics (KPIs/SLAs) & Budget Management
  • Risk Management & Compliance
  • IT Infrastructure & System Administration (Active Directory, VMware, Azure, AWS)
  • Tools: ServiceNow, JIRA, Zendesk, Confluence, Grafana

Professional Highlights:

  • Led IT operations for major organizations, ensuring system reliability and timely issue resolution across both onshore and offshore teams.
  • Implemented IT service delivery improvements using tools such as ServiceNow and JIRA to enhance efficiency.
  • Delivered comprehensive support for enterprise applications, networking, security, and BPO locations.
  • Designed and maintained dashboards and reports for real-time system monitoring and improved performance insights.

Education

Bachelor’s Degree in Information Security
ITT Technical Institute – Canton, MI (2012)

Associate’s Degree in Applied Science
ITT Technical Institute – Canton, MI (2010)

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