Customer Service Manager
Resume:
Carl G. Brendlinger
Ashburn, VA 20147
******@***.***
Experience Summary
Mr. Brendlinger has 25 years experience selling and delivering large
business transformational consulting projects/ programs in both the
commercial and public sectors. His programs have included both mission and
business clients, and required integrated delivery of services across
multiple consulting disciples, including: business and IT strategy,
operational improvement, critical thinking and design thinking,
organizational design, process design, performance management, Analysis of
Alternatives, requirements development, ERP implementation, complex project
and program management (including EVM), project and IT portfolio
management. He has managed project teams with up to 200 members on large
shared services engagements in highly transactional environments, and has a
particular functional expertise in finance and accounting operations.
Critical Competencies
Examples:
( Business Transformation ( ERP Implementation
( Systems Engineering ( Project Management
( IT and Business Strategy ( Performance Management
( ERP Implementation ( CIO and CFO operations
( Project and IT Portfolio Management ( Shared Services and
Outsourcing
( Organizational Design ( Communications and Change
Management
Senior Director, ASI Government September 2012 - Present
Leader in the firm's National Security Group, with specific responsibility
for business development and client service delivery for the National
Security segment, with primary focus on DHS and the Intelligence Community.
. Developed an Acquisition's department methodology to business
transformation, modeled after the ITIL framework.
Director, KPMG September 2007 - August 2012
Leader in the firm's Business Performance Services Group, with specific
responsibility for business development and service delivery to
Intelligence Community. Mr. Brendlinger is an expert in business
transformation, and his years of client service delivery in Business and IT
Transformation, Systems Engineering, Project Management, and Performance
Improvement provide him with a strong understanding of clients' needs and
the requisite solution sets to address them. His accomplishments include:
o Leading US Navy's Analysis of Alternatives to determine a replacement
for its core FM systems through outsourcing, or shared services;
o Helped design, sell concept to Congress, and "stand up" the IC's
Business Transformation initiative for the ODNI. Defined the
program's mission, vision, goals, objectives, strategy, organizational
design, processes, business case, initial IT architecture, Future-
State IT strategy, and initial staffing (Oct 2008), which was created
to redesign the business operations for the entire US Intelligence
Community. Upon commencement of the initiative, he lead the ODNI CFO
interaction with all business transformation initiatives for the IC,
including: FM segment architecture strategy development; process
design and integration; outsourcing/shared services strategy;
portfolio management; future-state planning; IC standards development;
pilot program design and execution; operational oversight of funded
projects; and, business transformation office interface.
Principal (acting), Booz Allen Hamilton, April 2003 - September 2007
Mr. Brendlinger was a Sr. Associate in the NGA Market for Booz Allen
Hamilton's Organization and Change Team, with specific functional
responsibility for business development and client service delivery for
capabilities requiring Business Transformation, Project Management, Systems
Engineering, BPR, Six Sigma, and Change. His accomplishments included:
o As Chief Business Architect for NGA's GeoScout Program (>1800
contractors), Mr. Brendlinger had responsibility to develop and manage
all aspects of delivery of business transformation services for the
program. He scoped and planned the engagements, developed CDRLs,
defined the deliverables, designed/selected templates, and created the
integrated master schedules and WBS specific project plans using
either Excel or MS Project. Mr. Brendlinger managed the creation of
each deliverable, tracked and reported on status using Earned Vale
Management, and designed and executed milestone reviews consistent
Federal Acquisition Regulations (FAR). He led the risk and issue
tracking processes and regularly briefed the leadership on current
risks, mitigation strategies, by down plans, issues, and impacts. He
also provided content input to all major deliverables and
reviewed/approved every client facing deliverable/document.
o Led the business development effort and service delivery for the
corporate business applications on the GeoScout program, with specific
emphasis on the single financial management system implementation
(Oracle 11i). Responsible for all functional decisions and overall
impacts to the firm's business and IT architecture (including CIP and
COOP planning), and compliance with federal regulatory and
intelligence community requirements;
o Led capture, acquisition, and service delivery for the redesign of the
organizational structure and critical business processes for the
Waste, Pesticides & Toxics Division and the Superfund Division for EPA
(both in Region 5). Responsible for all aspects business
development, planning and execution of engagements, which resulted is
significant organizational restructuring and cost reduction of 20-30%.
Manager/Sr. Manager, Accenture, January 1999 - January 2002
Mr. Brendlinger was a Sr. Manager with specific market responsibility
for CFO advisory services, with responsibility for business
development and client service delivery to commercial sector CFO's.
His accomplishments included:
o Created and led the Treasury & Risk management market offering, from
business case through realization of $10 million/yr business;
o Led the sales, strategy, design, and implementation efforts in the
creation of multiple shared services centers, concurrent with ERP
implementations, including:, a niche software company (SSC located in
Dublin, Ireland), a government sponsored secondary mortgage provider,
the largest water utility in the US, a leading high tech firm, a major
US Federal Government services provider, and for a leading
manufacturer of fiber optics;
o Benchmarked, developed the strategy, and redesigned all business
processes for an $11B high tech company in conjunction with an Oracle
Financials ERP implementation. The effort stretched across 46
countries, 21 non-integrated financial systems, and reduced
operational costs by 30%;
o Benchmarked and redesigned finance function of a $6B publishing
company. Identified savings opportunities of over $50M. Devised
strategy to move entire organization to costs centers and implemented
IT portfolio management process for CFO's office. Combined 40
divisions into 12, eliminated regional-level finance, and redesigned
the Corporate Finance function to save the client approximately 12-15
$million annually.
Manager, Price Waterhouse Coopers, January 1997 - January 1999
o Prepared the nation's largest municipal utility for deregulation
(California) by redesigning its $70 million customer service division.
Created a new organizational structure, drastically reduced costs
through extensive process and policy redesign, created new revenue
streams, and established a proper governance structure to allow the
firm to compete in free market.
o Spearheaded re-design and benchmarking of the Finance department of a
large non-profit charity. All finance and accounting processes were
redesigned, a new organizational structure was designed, and Oracle
financials were implemented. The project resulted in a 30% reduction
in operational while improving cycle times, productivity measures and
customer service.
Senior Consultant, IBM Consulting, May 1995 - January 1997
Internal Consultant, Goldman, Sachs & Co., January 1988 - December 1992
Senior Auditor, Touche Ross & Co., May 1985 - January 1988
Education & Training
M.B.A. Cornell University, Finance 1995
B.S. Penn State University, Accounting/International Business 1986
Stanford University (in-progress) - Completing IT Benchmarking Certificate
Certifications
PMP
ITIL V3and ITIL Foundations
COBIT 4.1
Six Sigma Black Belt
EVM
Certified Treasury Professional
Completed Oracle Financials 11i
Professional Affiliations
Association for Financial Professionals, ISACA, Association of Corporate
Treasurers, Institute of Management Accountants, American Society of
Military Comptrollers, AFCEA, Returning Baseball to the Inner City (RBI),
skiing, world champion power lifter, F1 Racing enthusiast, amateur drummer,
and home wine maker. Conversational German, former Army brat (lived in
Thailand, and 12 States, including Hawaii)
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