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Customer Service Management

Location:
Mcdonough, GA, 30253
Posted:
March 09, 2010

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Resume:

ROBERT L. EADS

*** ******** ***** ****:

770-***-****

McDonough, GA 30253 abnp7m@r.postjobfree.com

Cell: 404-***-****

SENIOR INFORMATION TECHNOLOGY EXECUTIVE

CIO / CTO

An innovative senior IT manager coupled with a proven track record of measurable results.

Successful at building high-performance, cross-functional IT teams and gaining competitive

market advantages through vision and leadership. Maintain focus on achieving bottom-line

results while formulating and implementing advanced technology and business solutions to

meet a diversity of needs. Superior record of delivering large-scale, mission-critical projects

on time and under budget. MBA Degree.

IT Strategic Planning / Business & E-Commerce Solutions / Team Leadership

Budgeting / Account Management / Internet Technologies / Conceptual Design

Technical Architecture / Global Experience / Database Administration

PROFESSIONAL EXPERIENCE

CONSULTANT EXECUTIVE CONSULTING, Atlanta, GA

2002 - Present

An executive consulting firm providing interim CIO's for turnaround or information technology

assessment.

Currently retained by a private International Trucking firm to assess all aspects of their

existing technology platforms and WEB strategy as they build for the future.

• Implementing a full featured CRM environment based on “Cloud Computing” for the

entire firm.

• Developing the strategy for a full rollout of 4th party logistics management with the

Supply Chain Solutions Business Group.

• Developed the strategy to enhance the existing Transportation Management System

with WEB front-ends consisting of .Net and AJAX extensions negating the need for new

systems

Retained by a publicly traded international staffing services company, on the verge of

bankruptcy, to assess existing technology and staff and determine a plan of action for

moving forward. After evaluating all aspects of the IT department and also the technical

competence of its staff, the following actions were taken:

• Eliminated a second datacenter incapable of providing backup or disaster recovery if

main datacenter failed saving company $1.5 million per year.

• Replaced the datacenter servers with a standard configuration running Windows NT, and

the existing home grown finance and human resources systems with a WEB based

finance and HRIS system that reduced costs and support issues.

• Re-negotiated Wide Area Network and sever virtualization contracts for a savings of $1.0

Million in the first year alone.

EXECUTIVE VICE PRESIDENT / CIO E-GATEMATRIX, LLC, Atlanta, GA

2000 - 2002

An e-commerce e-procurement start-up company serving the airline industry for above-the-wing

contracted services of catering cleaning and e-procurement for all domestic and international

locations. Annual contract was $650 million.

Recruited to implement a global e-commerce / supply chain management capability for

catering and cabin services, and to develop and implements the technical architecture and

infrastructure necessary to meet business and competitive market conditions in the airline

industry. Also, designed, developed and implemented a global WEB presence. Oversaw 28

FTE's and 40 contractors.

• Replaced a $40 million software contract for a system that did not work, with one costing

$790,000 for a system that did work. Also, trained all catering units around the world to

utilize the system. System was set up to allow users to purchase products on the WEB

and to allow buyers and suppliers to electronically order goods and services to meet the

demands imposed by airline flight schedules.

ROBERT L. EADS ~ PAGE TWO ~ abnp7m@r.postjobfree.com

E-GATEMATRIX, LLC, continued…….

• Replaced Price Waterhouse Coopers (PWC) with Experio Solutions to implement SAP.

Switch resulted in system being up and running in two months, and SD and MM modules

implemented and integrated in five months.

• Persuaded backend suppliers to utilize an e-procurement system necessary to integrate

fulfillment systems with both e-procurement and financial payment systems in their

warehouses with SAP and i2 / RightWorks using TIBCO and Web Methods.

• Implemented a co-location strategy to run worldwide production environment, utilizing

Cable and Wireless datacenters for 24/7 operations, saving over $1 million per year for

support.

VICE PRESIDENT / CIO AMERICAN PROTECTIVE SERVICES, Oakland, CA

1995 - 2000

A $400 million contract security company employing 18,000 security officers and investigators

nationwide.

Hired to setup and oversee all data processing activities for 128 branch offices and 72 client

sites in the United States. Responsible for modernizing and automating the business

processes and infrastructure involved in delivering security services to clients. Company had

previously outsourced data processing functions and their business needs were not being

met. Reported to the President & CEO.

• Recruited 45 engineers in four months, saving $5.8 million a year, instead of using

consultants.

• Implemented a new financial system that was up and deployed to 100 locations within 90

days, saving 40% of development costs the first year. Efforts allowed for new service

delivery offerings that increased profits 100% and profit margins went to 7% from 1%.

• Saved $1.2 million per year by replacing the network infrastructures of both WAN and

LAN.

• Built the first WEB site in the security industry showcasing company services and

allowing APS to run WEB applications for scheduling and payroll at client sites.

• Motivated a diverse group of IT professionals to meet corporate objectives and

cohesively exist.

DIRECTOR, INTERNATIONAL SYSTEMS DHL WORLDWIDE EXPRESS, Redwood City, CA

1990 - 1995

A $9 billion international overnight express shipping company located in 224 countries.

Recruited to oversee budgets and data processing activities for 51 countries in Latin

America, Mexico and Canada. Additionally, responsible for worldwide deployment of hand-

held scanners and the design of systems to allow shipping status to be captured and sent to

clients and affiliates throughout the world. Had 11 direct reports.

• Increased shipments 37% after revamping global "track and trace" applications to capture

and record 18 checkpoints utilizing scanner technology. Surpassed competition in

customer service and on-time delivery to international locations.

• Reduced contractor costs and improved customer satisfaction after implementing self-

sufficiency for data processing throughout Latin America, Mexico and Canada. Expenses

per country were reduced 50%,

• Moved United States "track and trace" applications off mainframes and onto network

distributed UNIX processors saving $4 million annually. Also, moved network off a

proprietary X.25 network and onto a Frame Relay network, increasing bandwidth and

saving $7 million each year.

• Collaborated with US Customs to modernize the customs clearance process for

international shipments. Inbound and outbound shipments cleared customs faster as a

result of efforts, saving service costs and improving customer satisfaction.

• Overcame cultural differences and national pressures by persuading owners to fund

changes necessary to overhaul basic function involved in air shipment in order to stem a

downward spiral in shipment volume.

• Analyzed needs and created solutions to very complex issues that other countries were

able to implement.

ROBERT L. EADS ~ PAGE THREE ~ abnp7m@r.postjobfree.com

INFORMATION ARCHITECT AMERICAN PRESIDENT LINES, Oakland, CA

1989 - 1990

A privately held containerized shipping company with revenue of $2.5 billion.

Hired to develop a five-year plan for modernizing company direction and strategy, and to

establish the technology direction for a new line of business - Logistics Management.

• Won board approval of the five-year plan after working with senior business and IT

management.

• Unified the logistics management function by designing customer automation and

interaction software that gave clients one view of shipment information across four

disparate systems.

DIVISION MANAGER, PLANNING AND TECHNOLOGY CHEVRON OIL / GULF OIL, San Ramon, CA

1980 - 1989

A $65 billion oil exploration, producing and refining company with facilities worldwide.

Oversaw the development to successfully integrate Gulf Oil and Chevron data resources.

Also, managed the Data Base Division at Chevron, comprised of 65 administrators.

• Saved $122 million annually, consolidating operations & streamlining processes after

integrating technology operations for both organizations.

EDUCATION

MBA, Finance / Management / Organizational Behavior, ROCKHURST COLLEGE, Kansas City, MO

BA, Management / Economics, AVILA COLLEGE, Kansas City, MO

PROFESSIONAL AFFILIATIONS

Advisory Board - Fibre Channel Product Design & Strategy; McData / EMC

NAS Product Design - Creative Design, Inc.

Keynote Speaker - Network Storage 2002



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