Management Manager

PAUL C. HART

**** ************ ***** ******: 925-***-****

Plano, TX 75024 Email: *********.****@*****.***

IT LEADER

Goal oriented, results driven, senior-level IT executive with extensive

operations, relationship management, systems and applications experience

within diverse industries; SaaS, cloud, logistics, finance, multi-unit

retail, and restaurant, working with Fortune 500, mid-size and start up

growth companies. Passionate about building high performing teams and

successful in bridging vision to actionable implementation of technology

and process initiatives, achieving organizational transformations resulting

in top and bottom line results. Recognized for building strategic

relationships and consensus across regions, customers, and partner

alliances required to achieve desired objectives. Change Agent in

delivering competitive differentiation, transformational enterprise level

infrastructure and customer service initiatives focused around system

automation technology, right mix of outsourced-hosted service vendors,

system availability, eBusiness, SOX compliance and business growth.

KEY ACHIEVEMENTS

Senior Leadership VP/Dir and key participant in executive team to set

strategic direction for enterprise solutions delivery,

professional services, and IT organizations. Built IT

Service Management teams to design best practice based

on ITIL framework. Directed NOC, Service Desk, Change

Management, Field Support, Applications and other key

ITSM departments.

Enterprise Project Liaison between the business and IT managed and

Portfolio Management implemented $4M enterprise project portfolio budget

annually delivering HRIS/SAP/Aix and other large

enterprise ERP/infrastructure/software product

implementations and integration solutions.

Change Management Built and led multi-year Operational Service Excellence

program with $5M budget leveraging HP/CA ITIL product

suite implementation. Built 35 person team, org

structure and governance model to support and leverage

the OSE program.

Talent Management and IT organizational turn-around expert that built and

Team Building maintained high performing teams organically and through

strategic hiring. Restructured department reducing

headcount 17% and budget by $1.2M. Built internal,

domestic and near-shore ITSM teams reducing support

costs 58% and saving over $1M annually.

Cost Savings Obtained IT cost savings through SLA-KPI management,

strategic sourcing, shared services, staff productivity

improvements, outsourcing and off shoring.

Operations Management Managed 8 Cost Center IT operations budgets of $2.6M and

a staff of 135 persons annually. Directed IT capacity

and resource planning. Performance turnaround

achievements through ITIL framework leading to improved

value, internal/external customer satisfaction and added

capability.

PAUL C. HART Mobile: 925-***-**** Page Two

CHRONOLOGICAL EXPERIENCE

FIREMAN'S FUND, Novato, CA 2012 - Present

Since 1863 - Leader of innovation in the property and casualty insurance

industry.

Director - IT Business Relationship Management

Reporting to the VP/CIO responsible for developing relationships with

company business partners resulting in clear direction of technology

initiatives. Provide direction and perform tasks required to satisfy

immediate business partner needs and simultaneously demonstrate the ability

to think strategically and envision future technology needs and

opportunities.

. Manage organizational change with the business. Articulate the IT

vision and how it can become a driver of business value.

. Educate business leaders on technology strategy, trends, and how this

relates to their business objectives. Manage resources in defining

business needs and priorities to achieve project and business

objectives.

. Understand business partner IT needs, challenge assumptions, and

champion efforts within IT to develop cost effective, innovative

solutions that can be leveraged across the enterprise.

INGRAMMICRO, Santa Ana, CA 2011 - 2012

Fortune-79 - Global wholesale provider of technology products and supply

chain logistic services.

Sr. IT Services Manager

Key role within the Global IS Service Management Office (SMO) and execution

of the IT Service Management (ITSM) roadmap. The role functions as a

Product Manager for managing services, and supporting ITIL processes, as a

product over their entire lifecycle from concept to retirement through

design, transition and operation.

. Enable development of ITSM-based management processes and controls to

ensure quality is maintained to meet business objectives that has

reduced failed changes by 35%

. Champions and promote service improvements on an ongoing basis to

continually improve quality and customer satisfaction with IT services

on a global level resulting with an improved system availability of

17% by eliminating recurrence of critical incidents.

. Ensures alignment of the process to the corporate and Global IS

strategy by providing change leadership by publicizing activities and

build commitment and consensus around Process Management activities

resulting in a 22% increase in adoption and compliance.

SERVICE-NOW.COM, San Diego, CA 2011 - 2011

Fastest growing vendor in its market offering intuitive, social and

flexible IT management services in the Cloud.

Sr. Customer Success Manager

Primary contact to a broad territory of accounts focused on delivering

world-class customer care; customer satisfaction, service adoption and

technical solutions for global accounts such as Kimberly-Clark, Autodesk,

SONY Pictures and Sally Beauty Holding. Leveraged ITIL, ITSM, technical and

analytical abilities to identify solutions, troubleshoot issues and answer

questions. Educated customers on new products and services that enhanced

the relationship

. Increased adoption across IT and into the business and license renewal

above 110%.

. Maintained a healthy relationship from C-level executives to front

line administrators while building credibility through timely action

and responsiveness that turned a critical account into an account who

participated in a video interview at Service-now's recent annual

Knowledge-11 user conference.

. Stayed abreast of all strategic initiatives within the customer

account, helped to promote the most effective deployment of the

product to solve identified business challenges by providing technical

consultations, best practices, and demos of product functionality.

. Facilitated review of open incidents, problems and enhancement that

completely eliminated a 6-month ticket backlog in under 3-months.

PAUL C. HART Mobile: 925-***-**** Page Three

UNION BANK, Monterey Park, CA 2007 - 2010

Large West Coast bank offering comprehensive retail and commercial

financial solutions for over 150 years.

VP, IT Delivery Services

Managed best practice cross-functional blended global teams consisting of

seven direct reports (130+ staff) with responsibility for all aspects of

Global IT Service Management (NOC, Service Desk, Incident, Change etc.).

Supported over 350 domestic branches and 12K employees within an $8.5M

budget.

. Achieved goal of 180 consecutive days for ZERO customer impact using ITIL

best practice by evaluating and eliminating the recurrence of critical

incidents and managing the associated corrective actions through

successful execution.

. Implemented operational KPI's and executive dashboard metrics resulting

in 70% reduction in the Service Desk peak call wait times, while also

managing a 15% attrition rate.

. Using BPM and ITIL identified the need to correctly diagnose and

implement emergency production changes that reduced MTTR by 61%.

. Spearheaded off-shore initiative to augment the domestic Service Desk

team to handle mundane and basic tasks which improved retention by 35%

and attendance by 54%.

. Member of the management team that completed the $40M Next-Gen Data

Center three months ahead of schedule and under budget.

FIRST AMERICAN CORP., Santa Ana, CA 2006 - 2007

Industry leader that provides unparalleled informational data to drive

economic transaction decisions.

VP, IT Support Services.

Motivated and managed blended global teams of over 40 staff; Change

Management, Process Improvement, Quality Assurance and Configuration

Management, within the Corporate Information Technology Group relating

specifically to change control, compliance and system availability.

. Evaluated and selected ITIL service management enterprise solution

reducing annual maintenance fees by $75K.

. Reduced labor budget 18% leveraging the ITIL framework and hiring the

correct balance of technical while simultaneously improving our customer

survey scores by 1% on a five-scale.

. Focused on PM and root-cause reduced sev-1 incident call volume from 31

to 14 per month and reduced cost per IT change by 31%.

. Developed dashboard metrics that resulted in high customer satisfaction.

NEW CENTURY MORTGAGE CORP., Irvine, CA 2004 - 2006

America's most recognized national brand in providing sub-prime mortgage

loans and refinancing services.

Sr. Data Management and ETL Manager

Directed and coordinated a brokerage-CRM design team of contractors, third

party vendors, off-shore developers and in-house associates that performed

architectural design and development of both hardware and software using

agile-SCRUM and waterfall SDLC methodologies. Supported of business

initiatives such as business process outsourcing (BPO).

. Drove vendor sourcing reducing price structure by 30%.

. Developed improved processes that ensured all ETL development code

promoted to production adhered to ITIL and SDLC standards and guidelines

which reduced incident calls by 8%.

. Reduced nightly batch master sequence from over 14 hours to less than

five hours.

PAUL C. HART Mobile: 925-***-**** Page Four

Sr. Manager, Change Management Operations

Built relationships with the Executive and Senior Management influencing

support for the ITIL and Change Management processes being developed and

introduced. Responsible for maintaining consistent, reusable, Change

Management IT process standards for SDLC via the Change Management Tools.

. Accepted four month expanded responsibility as Project Manager to

complete the RBC acquisition-migration of 165 branches in 28 states to

Home-123 Prime which was completed two weeks early and under budget

despite significant interruptions by Hurricane Katrina and other regional

storms.

. Managed and mentored both technical and non-technical staff using the

Gallup University program of development to improve retention by 17% and

attendance by 6%.

. Guided IT management in adopting and supporting change management

processes, policies, and procedures which culminated in the first

successful SOX and SAS-70 internal and external audit.

FACTORY 2-U STORES, INC., San Diego, CA 2003 - 2004

National Stores Division offering extreme value brand name merchandise in

200+ stores covering five states.

Sr. Dir., Systems and Applications Development

Led all internal and external application development and database

management staff to meet and exceed desired business objectives for

enterprise application integration such as CRM BI and high availability by

combining the RUP style of SDLC with effective QA-QC regression testing

techniques and best in class change control methods within a $3.5M budget.

. Working with the VP of distribution redesigned the supply chain

distribution model to more efficiently utilize the dual computerized

conveyors and 14 loading bays that saved $3M annually.

. Applied emerging technologies discussed at a Gartner conference and

developed PDA supported WEB portal merchant systems accelerating decision

making by one day with improved financial results.

. Increased basket size and reduced customer register wait times by

applying point-of-sale and desktop technology.

CALIFORNIA STATE AUTO ASSOC., San Francisco, CA 2002

Technical Consultant - Process Improvement and Business Resumption

CHARLES SCHWAB AND CO. INC., San Francisco / Pleasanton, CA 1997 - 2001

Senior Change Management Analyst - NT and Facilities

QA/QC Testing and Certification Analyst

EDUCATION AND PROFESSIONAL DEVELOPMENT

B.A., Business Administration and MIS - California State University

Hayward, CA

ITIL Certified (#45283) (2005)

Executive Leadership - Gallup University

Proactively maintains technical knowledge via CIO, Pink Elephant, HDI and

other conferences.

AWARDS

Multiple "Above & Beyond" for Results / Fostering Relationships - Fireman's

Fund

Multiple "Excellence in Service" in team category results - Charles Schwab

Golden and Silver Hammer Awards for "investing in our community" - Habitat

for Humanity.

PROFESSIONAL MEMBERSHIPS

Active participant iTSM / CIO / ITIL IEEE Society

forums

HDI program LinkedIN

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