Information Technology Customer Service

DIRECTOR of information technology

Effectively Integrating Technology with Business

Profile

Highly versatile leader and technical management professional with over 16

years of varied information technology background and experience. A strong

track record of developing and supporting successful projects and solutions

incorporating a wide range of applications and technologies. Exceptional

leadership that can align business processes with technology solutions to

realize cost savings, accelerate performance, and sustain strategic

flexibility. Consistently recognized for improving organizational

effectiveness and efficiency.

Diverse expertise in managing technology architecture, requirement

gathering, development, and systems integration processes, while overseeing

administrative duties including budget preparation, vendor relations

management, policy and process updates, and resource management. Experience

in managing global and cross-functional teams of technical experts,

consulting and product development, leading multi-million dollar projects,

translating business objectives to technology solutions, and aligning IT

strategy with business goals.

. Technically savvy and a quick study in emerging technology, able to

quickly assess and utilize the appropriate response to meet the

specific needs of the business requirement at hand. Manage a variety

of line of business and web applications, infrastructure and network

technologies, security, and disaster recovery / business continuity

process, planning and implementation.

. A builder of high-performance teams and a natural leader, mentor, and

motivator who thrives in environments requiring a high-level

strategist and a big-picture thinker. A welcome addition to any

management team, ready, willing, and able to function in any role

necessary to ensure project success and on-time integration and

delivery.

Core competencies

Corporate Information Technology Web and business application management

Strategic / Business Planning

Banking and eChannel products and Program and Portfolio management

services Technology architecture and

IT Operations and Customer Service implementation

Support Consulting and business development

Leadership and team building Proposal development and technical

Staffing and Management Development sales

Budget planning and management Disaster Recovery planning and

Process re-engineering / Improvement implementation

Vendor management and negotiation

Relationship Management

professional experience

Bank-Fund Staff FCU (World Bank CU) Washington, DC

7/2007 - Present

Director/GM of Information Technology

Directs the activities of the Information Technology group which include

the infrastructure, line of business and electronic commerce applications,

ongoing system financial operations, end-user technologies, network

security, and strategic direction of the information technology group.

Direct long-range IT planning and manage budgets of up to $15,000,000.

Consult and guide executive management and board of directors on technology-

driven initiatives, leading deployments of new technology products and

disaster recovery planning.

Drive IT efficiencies through career development, process redesign, and

technology implementation, resolving corporate security incidents and

collaborating with business stakeholders on strategic initiatives and

continuous system and process improvements, management of risks, and

development of policies and procedures. Manage line of business and

electronic banking applications, network and infrastructure security

initiatives to support new financial regulations and ongoing compliance

audits.

. Chairman of the Member Experience Consumer Banking group with the

objective of improving the member experience of our electronic channel

systems, products, and services. Plan, manage, and direct the

creation of the Consumer Banking product roadmap and the review,

prioritization, and approval of Consumer Banking enhancements.

. Led $15,000,000 initiative including all technology, database,

infrastructure, architecture, and system integrator efforts for the

deployment of a new ERP financial system and consumer eBanking system

that included 20 other business applications and interfaces.

. Directed the development and implementation of an online eWire system

that significantly improved the online experience of 75,000 global

members, provides the online channel for over 100 million dollar

transactions per month, and produces $200,000 dollar per annual

operational savings.

. Implemented career development plans and associated training that

enabled the IT team to consistently exceed company's customer

satisfaction ratings of 98% and received an industry and team service

excellence award.

Corporate Executive Board Washington, DC

10/2003 - 7/2007

Director of Information Technology (12/2004 - 7/2007)

Active member of the CIO Leadership Committee, defining and directing

IT strategy and technology roadmaps, developing and reviewing budgets,

and prioritizing IT and business initiatives. Managed cross-functional

teams supporting infrastructure technologies, database management,

line of business applications, and various projects for the Finance,

Human Resource, and Marketing business functions. Effectively managed

database, infrastructure and network deployments, prepared requests

for pricing for various IT projects, and led multi-million dollar

corporate initiatives. Directed long-range planning, prepared and

managed budgets up to $5,000,000, and conducted return on investment

studies. Prioritized business activities, managed resource capacity,

and aligned technology strategy / projects with business objectives.

. Directed and led the upgrade of a global CRM application, improving

system performance by 50% and overall customer satisfaction by 20%.

. Identified failures in existing systems and implemented technology

process improvements that increased the stability and availability of

applications, improving performance by 30%.

Associate Director of Information Technology (10/2003 - 12/2004)

Led global business and technology projects, determining support

challenges and prioritizing initiatives and application development

enhancements. Implemented metrics to analyze and report customer

satisfaction and system availability goals and objectives. Nominated

and served as an active member of the IT Leadership committee and

managed the Sarbanes-Oxley project with the objective of establishing

change and incident processes and improving the network security of

the business applications.

Xerox Global Services Houston, TX

10/2001 - 10/2003

Principal Consultant

Managed customer relationships, designed infrastructure solutions and

managed the full lifecycle of various multi-million dollar projects

targeted for the Oil and Gas industry clients. Directed the creation

of customer engagement proposals, planning, architecture, and

deployment of infrastructure solutions, employing Six Sigma

methodology. Managed resources, IT outsourcing services, budgets, and

all aspects of the project plans.

. Provided technical sales expertise, improved customer loyalty, managed

customer proposals and closed multi-million dollar opportunities that

significantly improved the organization's revenue.

. Recognized for consistently exceeding the individual annual revenue /

billable target.

additional experience

Cable & Wireless a-Services Houston, TX

08/2000 - 10/2001

Principal Engineer

Shell Services International Houston, TX

09/1996 - 08/2000

Infrastructure Solutions Architect (11/1997 - 08/2000)

IT Operations Manager (09/1996 -11/1997)

Bayshore National Bank La Porte, TX

01/1995 - 09/1996

Information Systems Coordinator

education

Master of Business Administration, University of Houston Clear Lake,

Houston, TX

Bachelor of Arts in Computer Information Systems, University of Houston

Clear Lake, Houston, TX

Awards

Bank-Fund Staff FCU (World Bank CU), HDI Industry and Team Service

Excellence Award

Help Desk Institute (HDI) Service Excellence Award - Elite Ranking

(Ranked number 3 out of 50 Elite Institutions)

Information Technology internal team award

Corporate Executive Board, Service Excellence Awards

Earned service excellence award for successfully exceeding customer

expectations

Xerox Global Services, Distinguished Employee Award

Recognized for consistently exceeding the individual annual revenue /

billable target

Cable & Wireless, Global Star Award

Recognized for technology innovation and individual technical performance

and awarded a trip to Spain

DEMETRIS A. CHARALAMBOUS

5566 Hobsons Choice Loop, Manassas, VA 20112

H 703-***-**** ~ C 202-***-****

**************@*****.***

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