Management Human Resource

JOHN E. AGAN

**** *********** ***** ******, **** 43017

Phone 614-***-****

eMail: d7w6f3@r.postjobfree.com

INFORMATION TECHNOLOGY LEADER

Focusing People and Information Technology with Business objectives to create innovative solutions that drive change

Results-Driven Technology Leader in the design, development, delivery and optimization of technologies, systems and processes to maximize business performance. Recognized as an effective problem solver, team builder and program owner who consistently delivers on commitments while adding business value. Experience includes broad-based functional knowledge within Infrastructure and Application development. Infrastructure experience includes; host security, connectivity, multi-protocol data network design, data center builds, project management, vendor management, call center design, voice network optimization, disaster recovery, data network performance tuning and wiring plants. Application experience includes support of Customer Relationship Management, Case Management, Human Resource, Interactive Voice Response and Collaboration. All performed within diverse business organizations including Investments, Real Estate, Credit Card, Auto Leasing, Equipment Financing, Insurance, Mortgage, Container, Rail Road and Pharmaceutical Distribution. Known for extremely high levels of integrity and customer focus.

Core executive competencies include

Strategic Planning & Technology Leadership Needs Assessment & Project Planning/Execution

Process Reengineering & Six Sigma Methodologies Quality Assurance & Solutions Development

Change Management & Organizational Development Portfolio and Operational Budget Management

Continuous Process Improvement Disciplines Team Leadership & Staff Motivation

PROFESSIONAL EXPERIENCE

Director - Enterprise Architecture

Cardinal Health, Dublin, OH 2007 – 2011

Lead a team of Architects through inspirational leadership while providing innovative enterprise solutions within the corporate applications landscape. Challenged to produce and gain approval of long term architectural roadmaps for applications residing within the Finance, Customer Relationship Management, Contact Centers, Collaboration, Telephony, Video and Human Resource landscapes.

Provide vision and direction to Cardinal Teams in the effort to leap frog Cardinal Health’s collaboration capabilities. Prepare and socialize business case to invest $13.6MM into various Microsoft and AT&T collaboration technologies. Devise and assist with directional implementation of approved work streams including: Intranet Portal, Team Sites, Web Conferencing, Reduced Sign-on and Unified Messaging.

Provide leadership in the establishment of a Virtual Desktop proof of concept lab utilizing Cisco UCS servers, VM ware, AppSense, Citrix XenApp and NetApp storage. Created and promoted an enterprise detailed design and business case with validated ROI and TCO across all technology areas within IT.

Obtained approval for an enterprise Bring Your Own Computer (BYOC) program utilizing virtual desktop. Successfully created business case with validated TCO for end user desktops. Established security gap mitigation roadmap, policies, stipend process, approval workflow and End User Agreement.

Led cross functional Voice of Employee improvement initiative resulting in significant gains in satisfaction scores related to understanding departmental goals, vision, leadership competencies, employee recognition and work life balance.

Provided architectural leadership direction for the enterprise Human Resource transition which included the migration to the Work Day and ADP Software as a Service applications and the establishment of IBM’s TSRM case management application for the newly created Human Resource help desk.

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Completed formal audit of Cardinal’s Contact Center infrastructure and application landscapes including servers, routers, CTI capability, WAN, LANs, electrical power, Local Exchange Carriers and desktops. Formalized 256 defect opportunities by establishing a defect mitigation plan based on severity, risk value and occurrence potential. Funding secured for multi-phase corrective actions.

Chief Technology Officer

Genworth Financial – Retirement Income & Investments, Richmond, VA 2000 – 2007

Challenged to rebuild IT Infrastructure organization for business by aligning technology with goals of business and functional leaders, restructuring budget, upgrading systems, restore staff morale and break down barriers between IT departments which continuously hinder organization effectiveness, by providing a customer focused vision to the various departments.

Direct entire IT Infrastructure department including 24x7 support for all functional areas aligned to LAN/WAN, Desktop, Servers, UNIX, Asset management, Telecommunications including VoIP, Interactive Voice Response, Citrix, LAN based storage, Help Desk, Internet, Intranet, Computer Operations and Production Control. Orchestrate technology Strategies, Portfolio budgets and execution.

Deliver Data Center capabilities with scope of accountabilities including designs as required to meet growth demands, technology implementation, capacity planning/scaling, operations and production control.

Manage 3rd party service providers and outsourced vendors. Developed and provided Senior Leadership with meaningful KPI’s and business relevant performance dashboards for all technology areas.

Accountability and decision-making authority for technology projects, $14.5M expense budget, $1M in annual capital investments, 26 member technology staff, 10+ contractors and outsourced Help Desk across multiple US cities and India.

Upgraded talent and created closer partnerships between Infrastructure, business and other IT functional areas. Directly contributed to Information Technology's highest score in business on next annual quality and growth survey. Maintained high employee satisfaction and consistently delivered on commitments through periods of growth and downsizing.

Restored confidence of businesses Senior Leadership through consistent delivery of high-impact, fast-payback projects.

Drove Total Cost of Ownership down through cost reduction and productivity improvement efforts across multiple platforms including IVR, Intel, telephony, WAN, LAN and UNIX. Cost reductions exceeded $6.4M and were accomplished through strict audit processes, server consolidation, elimination of legacy applications, WAN redesign, LAN redesign, IVR enhancements, telephony call handling efficiencies, incorrect billing and other initiatives.

Information Technology Leader – Virginia Telecommunications & Web Hosting Services

GE Financial Assurance, Richmond, VA – (Dual role) 1999 – 2000

Integrated a multi-location telecommunications infrastructure into one organization while supervising $5M budget with 12+ resources across multiple locations. Charged to develop and managed strategic relationships with alliance partners. Provided direction and scale, experience and methodology, around the deployment of their e-business products into production.

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Devised, then managed, the design review and implementation processes for all Richmond based businesses web hosting application deployments. Formalized vendor management processes and instituted service level agreements.

Managed vendor relations, negotiated rate reductions and optimized call efficiencies for global GEFA to include better efficiencies in long distance usage rates, resulting in more than $800 thousand in expense reductions.

Designed and Implemented the GEFA Customer Care Center, a 500+ person multi-business call center, utilizing: state of the art wiring, LAN, WAN, telephony, call center management packages and local network fiber diversity.

Program Leader – IT Reorganization - Servicing

GE Financial Assurance, Richmond, VA 1999 – 1999

Responsible for GE Financial Assurance headquarters IT group to integrate Run the Shop functions in a multi-location matrixed/shared services environment. Analyzed technology, resources, processes and business direction to best align Information Technologies servicing tower with 3 major business units in Virginia.

Analyzed the organizational structure at the Virginia based GEFA locations. Recommended plans to consolidate, close, outsource and share resources; delivering a unified IT services Center of Excellence for optimal resource utilization.

Followed strict Six Sigma discipline to implement process changes in a defect free manner.

Program Leader – Wide Area Network and Voice Telecommunications

GE Financial Assurance, Richmond, VA - (Dual role) 1998 – 1999

Technology tower lead for global business, charged with bringing improved network performance at a reduced cost to the enterprise data network. Concurrently, brought standardized voice telecommunications processes and carriers into the voice enterprise network.

Decreased site-specific time to audit by 400%, by developing standardized and centralized processes.

Delivered $1M/year savings by designing and implementing an enterprise data network backbone.

Delivered $700K/year savings by evaluating telephony requirements and implementing more efficient voice networking technologies.

Team Leader – Wide Area Network and Voice Telecommunications

GE Capital, Stamford, CT 1991 – 1998

Directed 8-member voice and data telecommunications team, while being charged with ensuring continuous operations for large-scale, mission-critical support, of core geographically diverse, GE Capital businesses including their headquarters and remote call centers.

Designed and directed numerous new business integrations, Voice and WAN, as related to technology.

Designed and proposed telecommunications analysis for potential in-sourced clients.

Designed and implemented numerous campus and call center relocations and new office openings.

JOHN E. AGAN, Resume Page 4

Telecommunications Specialist

GE Capital, Stamford, CT 1988 – 1991

Host Security Specialist

GE Capital, Stamford, CT 1987 – 1988

Team Leader - Systems Connectivity Specialist

GE Capital, Stamford, CT 1982 – 1987

Computer Operator

GE Capital, Stamford, CT 1980 – 1982

EDUCATION & TRAINING

Bachelors of Business Administration, American Intercontinental University, 10/2/2004

Professional Training includes attending GE Management, Six Sigma, Leadership, Technical and Financial training courses, Myers-Briggs, Ridge, Authentic Communicator, Effective Presentation and others over 25+ years at GE and Cardinal Health. Attended numerous industry seminars focused on technology application to solve business problems.

AWARDS

2003 - Honored with Best Performing Team Award for customer focus through sustained performance.

2002 - Honored with the highest individual contributor award in GE Financial Assurance, the Platinum Award.

1993 - Summit Club - Highest GE Capital individual contributor award

1985 - Blue Blazer Award – Highest GE Capital individual contributor award

1981 - Horizon Employee Award - Highest GE Capital individual contributor award

Management Awards 7/93, 1/95, 8/95, 12/95, 3/96, 12/98, 11/99, 10/2000, 3/2001, 11/2002, 9/2002

Stock Options 2001, 2004, 2005, 2006, 2007, 2008, 2009, 2010

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