BERNARD SNYDER

**** ******* ****, *****, ** ***** C: 706-***-**** acvsrp@r.postjobfree.com

Leveraging 18+ years of experience – including 15 years of leadership, Optimizing call center infrastructure performance through proven expertise in effective process implementation, hands-on leadership, and large-scale systems management.

Solutions driven IT Director with 18+ years of call center infrastructure knowledge. Delivers repeated success in structuring high-performing call center infrastructure and staff, streamlining processes, and implementing supporting technology to reduce expenditures, boost productivity, and increase profits. Leverages extensive financial acumen to analyze, forecast and manage multimillion dollar IT budgets, identify key performance indicators, and drive strategies to improve performance. Delivering more than 18 years of measurable accomplishments, contributing to profitable call centers with well-trained and motivated support teams, driven to ensure customer satisfaction.

AREAS OF EXPERTISE:

Change Management

Offshoring & Outsourcing

Data Center Consolidation

Business Process Engineering

Large-scale systems

M&A Transition Management

Project Management

Cloud computing

Cross-Cultural Communication

IT Service Management

Contract Negotiations

Continuous Process Improvement

Technical Leadership & Solutions

Information security

P&L/Budget Optimization

Professional Experience

Contract Callers Inc., Augusta, GA 03/2014 to 05/2016

Director IT,

Provided leadership to a growing Collection Agency, as a hands on IT Director. Accountable for the day-to-day operation of technical domain. Lead IT strategic and operational planning to achieve business goals by fostering innovation, prioritizing IT initiatives, and coordination the evaluation, deployment, and management of current and future IT systems across the organization.

Effectively manage relationships with customers and supporting teams, while leveraging the relationship with 3rd party vendors to ensure achievement of company objectives.

Establish departmental best practices, goals, objectives, and operating procedures in compliance with ISO 27001, SSAE 16 and PCI DSS.

Keep current with trends and issues in the IT industry, including current technologies and prices. Advise, counsel, and educate executives and management on their competitive or financial impact.

Increased Service Availability to 99.9% by migrating to Enterprise grade Tier II Data Center facility in Jacksonville, FL. Designed and delivered mission critical infrastructure to ensure the highest levels of availability, performance and security.

Decreased IT services cost by 5% by replacing low performing/high cost IT service provider, with low cost industry specialist, IT Service provider.

Strengthened company’s business by leading implementation of new ARM (Accounts receivable management) system, improving agent performance by over 5%.

Developed and implemented security policies and procedures, security system drawings and related documentation. Conducted site reviews and security audits and made recommendations to management based on findings.

Sykes Enterprises Inc., Tampa, FL 02/2010 to 03/2014

Director IT, Global Infrastructure

Lead high-performing technical team of 12 geographically dispersed Systems Engineers, supporting Windows, Unix/Linux, VMware, and Riverbed systems. Developing and implementing standard operating procedures. Establish key processes that ensure reliable and efficient technical services organization-wide.

Oversaw Global IT Infrastructure including servers, security, networking, storage systems and virtual infrastructure. Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups.

Collaborated with engineers and project managers on creation of resource allocation planning, capacity planning, project scheduling, risk management and mitigation issues, action item resolution, performance requirements and productivity metrics for client projects.

Managed successful M&A IT Project to integrate 2 disparate Microsoft Active Directory domains, creating a combined footprint across the globe of over 30,000 computers, 50,000 users and over 100 servers. Project was completed in less than 180 days, and was $150k under budget.

Saved $500k in operational expenditures by successfully migrating 30% of tier 3 engineers to India facilities.

Increased first-contact conflict resolution rate by 5% through the implementation of ITIL based Service Support and Service Delivery teams, enabling teams to focus on specific IT related Support or Service items. Monitored and enforced support team compliance with a 48-hour resolution requirement to ensure all escalations were resolved promptly, reducing open-case time by more than 25%.

Implemented Riverbed Whitewater technology (cloud based backups) in centralized Data Center, reducing overall bandwidth consumption by 90%, as well as eliminating 100% of tape backup expenses, a savings of $360k.

Implemented Namescape Password Reset utility globally, decreasing time to reset passwords, as well as decreasing call volume by 20% to the support center. http://www.namescape.com/Portals/0/Case%20Studies/sykes.pdf

ICT Group Inc., Newtown, PA 07/2006 to 02/2010

Sr. Director IT, Windows Infrastructure

Provide leadership to a team of 48 individuals, as the head of IT Service & Support group, reporting to the Senior Vice President of systems. Full operational responsibility for IT planning, implementation and support globally. Transform IT into a strategic business partner. Manage and deliver large scale projects on time and within budget. Responsible for budgeting design and support of all technology.

Served as the technical lead for server infrastructure including development, QA, staging and production systems.

Lead IT Strategic and operational planning to achieve business goals by fostering innovation, prioritizing IT initiatives, and coordinating the evaluation, development, and management of current and future IT systems across the organization.

Develop business case justifications and cost/benefit analysis for IT spending and initiatives.

Grew Support Center to 12 offshore resources located in the Philippines, increasing Service Levels to 98% from under 80%.

Saved $1m in capital expenditures by successfully implementing open source software solutions, primarily in Philippines call center locations.

Spearheaded multiyear Virtualization project aimed at consolidating all physical infrastructure in 3 primary data center locations. Successfully migrated over 300 physical systems to virtual infrastructure in 3 data centers with less than 0.1% downtime.

Education

Associate of Science: Cyber Security 2018

Augusta Technical College Augusta, GA, USA

Associate of Science: Web Administration

BKM Moncton, NB, Canada

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