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Customer Service Manager

Location:
Fredericksburg, VA
Posted:
August 30, 2013

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Resume:

Carl G. Brendlinger

***** ******* *****

Ashburn, VA 20147

703-***-****

ab57c6@r.postjobfree.com

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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