Team – Black Birch Group, Inc.

Meet the Black Birch Group Team

Alberto Francis

Chief Executive Officer/President

ITIL and HDI Certified leader with 15+ years in IT Infrastructure, Service Delivery, and Cloud Management, specializing in Microsoft 365, Azure, Google Workspace, and Atlassian ITSM platforms.

Alberto Francis

Chief Executive Officer/President

ITIL Certified and HDI Helpdesk Manager Certified professional with over 15 years of management experience in Infrastructure Management, IT Service Delivery, and ServiceDesk operations. Alberto has over 7 years of hands-on experience implementing and administering Microsoft 365 SaaS Platforms and Azure environments, as well as extensive expertise in Google Workspace for SMBs. He also brings more than 5 years of experience implementing and managing Atlassian ITSM enterprise solutions. His leadership combines strong technical knowledge with proven operational strategy to drive performance, reliability, and client satisfaction.

Norman Garcia

Chief Operations Officer

Over 13 years of experience managing large-scale contact centers across multiple countries, driving performance, client launches, and employee engagement in the BPO industry.

Norman Garcia

Chief Operations Officer

With over 13 years of experience managing contact center operations, Norman specializes in performance improvement, team development, and operational excellence. He has led large-scale customer service operations across the U.S., Dominican Republic, and South Africa, successfully launching and managing multiple high-visibility clients in telecommunications, finance, and retail. His expertise includes performance optimization, client implementation, and people development, with a consistent track record of delivering world-class customer experiences and employee engagement in the BPO industry.

Nerses Chorekchyan

Director of Infrastructure Management (US)

CISSP-certified infrastructure leader with 10+ years managing global teams and secure environments across Microsoft, Citrix, VMware, and hybrid cloud systems.

Nerses Chorekchyan

Director of Infrastructure Management (US)

Certified Information Systems Security Professional (CISSP) and Azure Administrator Associate, Nerses is a seasoned infrastructure and security leader with more than 10 years of experience managing global teams and complex systems. He holds multiple certifications, including Citrix Certified Professional – App Delivery and Security and Microsoft Certified Systems Engineer. His technical expertise spans Microsoft (On-Prem and Azure), Microsoft 365, Citrix, VMware, Splunk, Ansible, and more. Nerses excels at building secure, scalable infrastructures and aligning technology strategy with organizational goals.

Jhan Cordero

Director of Infrastructure (DR)

MBA in Digital Transformation with 12+ years in IT and 8+ in infrastructure architecture, specializing in Azure migration, virtualization, and network security.

Jhan Cordero

Director of Infrastructure (DR)

Jhan holds an MBA focused on Digital Transformation and a Bachelor’s in Computer Science. With more than 12 years in IT and 8 years specializing in infrastructure architecture and implementation, he brings deep experience managing Windows Server environments, Azure migrations, and virtualization using VMware and Hyper-V. He has extensive knowledge of network infrastructure using MikroTik, Fortinet, and Meraki, and has led the implementation of advanced cybersecurity measures across Azure and Microsoft Defender. Jhan’s certifications include Azure Administrator Associate, Azure Security Engineer Associate, and multiple Fortinet and Microsoft credentials.

Edwin Cáceres

Information Security Manager

MSc Cybersecurity with 13+ years in IT and 9+ in cybersecurity, specializing in Information Security Management and Defense, and Incident Response.

Edwin Cáceres

Information Security Manager

Edwin holds a Master of Science in Cybersecurity and a Bachelor’s in Telematics Engineering, with over 13 years of experience in the IT field and 9 years focused on cybersecurity and network defense. His expertise spans information security architecture, penetration testing, incident response, and defense-in-depth strategies. He is certified as an EC-Council Certified Ethical Hacker (CEH), Security Analyst (ECSAv10), Network Defense Architect (CNDA), and Network Defender (CND). Edwin has hands-on experience with leading security technologies including Fortinet, WatchGuard, Microsoft Defender, and CrowdStrike. Additionally, he contributes to the EC-Council as both an Item Writer for CEH and CND exams and a Member of the EC-Council’s Scheme Committee.

Gilberto Chireno

IT Manager

ITIL-certified IT Manager with 8+ years in technology and 3+ in leadership, specializing in cloud environments, Atlassian ITSM, and process optimization.

Gilberto Chireno

IT Manager

An ITIL-certified professional with an MBA in General Management and IT Service Delivery, Gilberto brings over 8 years of progressive IT experience, including 3 years in leadership roles. His expertise spans cloud infrastructure management, ITSM implementation, and digital transformation initiatives. He holds certifications in Atlassian Jira Service Management, Microsoft Azure Administration, and multiple Microsoft 365 security and compliance areas. Gilberto is skilled in leading cross-functional teams, optimizing IT processes, and ensuring service delivery excellence aligned with business strategy.