Juan Polizzi

Proficient Manager with over 20 years of experience in managing complex IT environments & Activities. My expertise includes Management, Applications Implementation & Support, IT Infrastructure Operations, Proprietary Solutions Development, and Project Management. I have worked with international companies across Canada, USA, LATAM, CENTAM, and the Caribbean. Currently seeking a challenging Manager role where I can leverage my skills and experience to drive success for the organization.

Irving Oil Ltd – Saint John, NB – CA                                                             (Dec. 2017 to Feb. 2023)

     IT Retail Operational Manager                                                                            (Jul. ‘20 – Feb. ‘23)

• Led an IT team of IT infrastructure specialists and external vendors to manage and coordinate the deployment of retail infrastructure, hardware, and applications. Provided 24/7 support to the operations for over 400 Irving Oil Retail stores, processing daily transactions exceeding $20M+ with over 400K+ transactions in the USA and Canada.
• Developed team short and long-term performance management documents (PMDs) to evaluate objectives, achieve goals, manage talent, plan succession, and provide coaching. Coordinated deliverables in a cross-functional team environment.
• Scheduled team availability to accommodate workload, built on-call rotation schedule, developed and implemented team policies and procedures securing SLA achievement and customer satisfaction.
• Represented IT support on operational calls, voice of the dealer, and voice of the customer meeting by providing Service Now dashboard analytics reporting. Adjusted priorities and resource allocation to ensure operational improvement.
• Ensured local Windows and Azure cloud system performance and service utilization for the retail network, following ITIL standards. Conducted capacity planning to meet demand by building a balanced pool of internal and external IT resources, prioritizing operations and project requirements for retail infrastructure.
• Conducted strategic planning for future releases and implemented new technologies to align the supported network with organizational goals. Implemented security audits and penetration testing with the IT security team to test software and patch deployments.
• Active Directory and Role-Based Access Control across Retail equipment. Supported the updating and deployment of firewall systems to maintain network security standards. Oversaw collaboration efforts with functional areas to achieve PCI-DSS security compliance.
• Built and controlled TCP/IP network assets and performance reporting to maximize efficiency with minimal investment. Automated remote systems alert and ticket load to improve SLA response. Utilized IVR to quality monitor, set up queue and call distribution automation, prioritizing incidents over the ticketing system.
• Created a disaster recovery plan (DRP) and analyzed root cause analysis (RCA) to implement process improvements based on lessons learned. 
• Led Change Advisory Board (CAB) meetings for M365 patch, release schedules, asset management, and change management processes using ServiceNow and Salesforce CRM solutions. 
• Built and controlled network assets and performance reporting to maximize efficiency with minimal investment. Automated remote systems alert and ticket load to improve SLA response.
• Managed vendor partner priorities, set up service level agreements (SLAs), and conducted performance reviews through KPI and quarterly scorecard dashboard reviews.
• Led team work with Moneris, Global, and Chase credit providers and loyalty-one to maintain the payment processing network and proprietary rewards solution secure and compliant. Led internal CAB requests to implement patches, certificates, updates, and new deployment.

     Diversity and inclusion Council member                                                             (Mar. ‘19 – Mar. ‘22)

• Served as a member of the first Irving Oil Diversity and Inclusion Council from March '19 to March '22, contributing to the development and implementation of learning programs and educational campaigns.

      IT Delivery Manager, Service Delivery Team                                                (Dec. ‘17 – Jul. ‘18)

• Managed HW & SW product release and executed integration projects for customers and Irving Oil, improving efficiency and process automation.
• Project implementation utilizing Agile and Waterfall methodologies depending on project scale and requirements. Support on-site work, with a hands-on approach, leading internal resources and vendors.

MGS Services – Gaithersburg, Md – US                                                         (Aug. 2015 to Nov. 2017)

     POS and Systems Sr. Lead                                                                                                                        

• Led a customer focused IT team responsible for diagnosing, repairing, selling, and installing systems and applications for medium-sized networks, ensuring full customer satisfaction across East Coast US states.
• Managed SLA reporting, prioritization of support calls, and 24/7 team schedule to optimize resource allocation based on workload expectations, coordinating both remote and on-site support as needed.
• Conducted on-site and remote troubleshooting, analyzing operations to identify areas for process, architecture, and technology improvements (gap analysis) in alignment with company policies and security standards.
• Obtained Verifone and Gilbarco POS and credit terminals certification, facilitating support for customers' retail and payment networks. Led the implementation project for the new credit card EMV standard.
• Led turnkey projects, providing initial support and driving technology upgrades. Improved technical training materials, written documents, and knowledge articles by creating supplemental videos.
• Equipment set-up to ensure full automation and compliance with regulatory requirements. Led go-live activities, setting up VPN networks, firewalls, and establishing connectivity between local and head offices. 

ATIO International – Miami, Fl – US                                                          (Feb. 2012 to Jul. 2015)

     Operations, Sales, and Branch Manager                                                                                                 

• Managed and organized the regional IT branch start up. Defining and implementing the company resources allocation, distributors, and vendors, technology, materials, software & ERP, ensuring regional versatility across the US, Centam, Latam, and the Caribbean
• Oversaw hiring, employee training, work assignment, prioritization, as well as distributor signing. Built and supported company policies, practices, and procedures.
• Prepared and delivered quarterly executive reports covering financial performance, operational highlights, customer satisfaction, and project pipeline.
• Handled product costs, pricing, sales, and financial data, implementing strategies and setting internal KPIs. Developed operational manuals, SLAs, and KPIs aligned with customer expectations and regulations.
• Responsible for product lifecycle and developing virtual solutions using Microsoft DevOps, VMware, and Azure. Managed production development, release schedules, and activities with remote software factories.
• Developed and executed marketing and sales plans to attract and convert new clients and distributors. Handled product costs, pricing, sales, and financial data, implementing strategies and setting internal KPIs. Customized IT solutions and support infrastructure to meet customer needs.
• Led on-site technology implementations, provided user training, and built support solutions. Introduced cloud-based fleet solution in Puerto Rico with RFI fleet nozzle reading for automation and tracking.

Orion Tech SA – Buenos Aires – AR                                                               (Mar. 2001 to Jan. 2012)

     IT Operations and projects Manager                                                                                                   

• Managed 24/7 retail operations and large projects with a team of 25+ direct reports. Enhancing people leadership through effective on-call scheduling, performance reviews, and new hire processes. Ensuring smooth IT operations and strengthening team performance.
• Successful development, marketing, installation and support of a comprehensive proprietary solution for HW (pump controllers) and SW (retail application), to fully manage & control fuel dispatches at Gas Stations and billing via POS and Credit Cards. 
• Deployed and supported a VPN infrastructure network and proprietary solution to process daily file transfers of over 2M+ transactions valued 110M$+ to the head office for consignment reconciliation, inventory management, and automation alert reporting.
• Implemented and managed an IVR system with call distribution, recording, and quality monitoring across 1800+ locations in 9 countries. Developed, marketed, installed, and supported a proprietary solution for HW and SW to manage fuel dispatches and billing at Gas Stations.
• Led staged projects, installing HW & SW solutions in ExxonMobil sites across Latin America and the Caribbean, supporting with internal contact centers the final operation.
• Built DRP and supported technical flow documents for multiple groups, including Asset Management, support calls, file transfer, and fleet card processing SLA and KPI. Led regular performance infrastructure meetings with final customers, scheduling future patches, software, and hardware upgrades.
• Managed the regional retail network SOC, support center, and QA lab, resolving operational, technical, and applicative problems for Central and South America, utilizing ITIL and PCI DSS:
• Regional Site Support System: 1800+ locations, 24/7 on-site and remote support in 9 countries.
• Site to HQ File Transfer: Daily for financial reconciliation of company-owned and consignment locations.
• Fleet Card Help Desk: 24/7 support in Mercosur, providing phone authorization and customer support.
• Regional QA Lab: Testing payment terminals, tank automation systems, and retail point of sale technology.

Budget and Financial, City Goverment – Buenos Aires – AR      ( Feb. 2001 – Sept. 2001)

      IT Functional Analyst & Consultant 

• Developing of the New Budget Distribution Program & IT functional requirements for the City Government. 

TCN SRL, IT Company – Buenos Aires – AR                                      (Dec. 1998 – Mar. 2001)

     Junior Functional Analyst 

• Evaluating systems technical, functional, & structural requirements, and performing data flow design.

Industrial Engineer Bachelor Degree – (Organization & Management - 6 Yrs. mayor) Belgrano University           Buenos Aires, Argentina                                                                         Dec. 1999

Postgraduate Studies – SIAD Consulting

              Advanced Project Management, PMI & PMBOK concepts (160 hrs)                                                        Jul. 2000

              Strategic Planning and Control, Strategy, KPIs, & BSC concepts (120 hrs)                                            Aug. 2001