Customer Service Manager

CHARLES BURFIELD

**** ********* ** ****: (***) **4-

1418

Nashville, TN 37013 E-mail:

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

SENIOR INFORMATION TECHNOLOGY EXECUTIVE /MANAGER

Interests: VP IT, Infrastructure, Telecommunications or

Director

Strategic and Creative Thinker with Global Perspective

Background in Start-Up / Cost Containment/Rapid Growth / High-Tech /

Multinational Corporations

Able to make tough, unambiguous choices impacting fate of organizations

Remarkably talented, value-driven professional offering 20+ years of

experience in software development, infrastructure, support services,

vendor management and global telecommunications. With a verifiable track

record of increasing IT and Company performance through dynamic leadership,

strategic planning, process design, technology innovation, and change

management. Excel in guiding team of developers, analysts and technicians

to provide solutions that deliver greatest business value. Equally adept in

capitalizing on interpersonal and technology skills to create unique blend

of innovative solutions and products while pushing the creative envelope

and reducing base cost. Thrive on opportunities to drive people, processes

and technology. Offer international experience; have routinely worked with

remote locations throughout the world to support organizational

requirements in marketing, and technology management teams. International

projects include Canada, Mexico, Belgium, Russia, China, and France.

Possess passion for high-tech business solutions.

CAREER ACHIEVMENTS:

Strategic:

. Upgrade of Data Center core to Cisco Nexus 7010, 5010, and 2148

redundant environment. (Mohawk)

. Consolidation of Call Center Avaya PBX's (5 with 32 gateways) into

one managed system. Resulting in $450k in cost avoidance due to

rights to use licenses and administrative cost. (Mohawk)

. Upgrade of Backup Data Center to Cisco Nexus 7010 with OTV enabled

at Primary and Backup for layer 2 routing of Tier 1 applications.

(Mohawk)

. Designed Global Strategy for Voice/Data connectivity as well as

Video/Audio Conferencing direction. (Mohawk)

. Lead team for Global Video deployment strategy based on utilizing as

much of existing investments as possible (Apple iPad, Desktop,

Polycom and Cisco). (Mohawk)

. Upgrade of web based core application to virtualized VMWare

environment utilizing Dell R900 quad processor servers and F5 load

balancers. (Direct General)

. Managed PCI Compliance effort. (Direct General)

. Setup Company Emergency Operations Center (EOC) to comply with SAS70

& SOX requirements for company Business Continuity Plan. Also

tested BCP/DR Plan and exceeded execution requirements. (iPay

Technology)

. Created Virtual Desktop Support Model by realigning support duties

of 9 staff and reducing headcount and base cost over $850,000.00.

(Schneider Electric)

. Automated call center with PC workstations and new tracking system

to improve order taking and facilitate product shipment. (Park Seed)

. Designed automated systems for Medical Billing companies to reduce

payment cycle and improve overall cash flow by 50% to 60%.

(Computer Pros)

. Designed automated systems for Bank check processing centers to

reduce overall labor cost by 20% to 35%. (Computer Pros)

Project Management:

. Conversion to ATT AVPN network at 435+ sites with wireless backup

solution.

. Conversion of Call Center Avaya PBX's from CM3.1 to CM5.2 total of 6

core PBX's with 26 gateways. (Mohawk)

. Upgrade from Avaya Intuity to Avaya Modular Messaging enterprise

voice mail system. (Mohawk)

. Standardized wireless AP environment to Cisco devices utilizing

Cisco's wireless controllers to manage environment. (Mohawk)

. Conversion of 25 European/Asian sites plus 5 US sites of acquired

company from Verizon data circuits into ATT AVPN Network. (Mohawk)

. Worked with Global Project teams on SAP instance move from Belgium

to US data center.

. Implementation of new Baton Rouge Data Center and Call Center

environment including installation of Nortel CS1000 and Contact

Center Suite. Upgrade of all routers, switches, servers, and wiring

of entire building. Replacement of 245 desktop PC's and OS upgrade

to Windows XP. (Direct General)

. Implementation of MPLS Data Infrastructure per Verizon Business

Voice/Data contract. Also conversion of existing POTS lines in 475+

sales offices to VoIP circuits and new router upgrades. (Direct

General)

. Replacement of 1,800 desktop pc's at the 425+ sales offices with new

POS desktops while upgrading OS from Windows 2000 to Windows XP.

(Direct General)

. Managed new Dallas Claims Center design and budget.(Direct General)

. Consolidated company from two offices into new corporate

headquarters while having the building telecom circuits installed,

installing LAN wiring, and new data center setup. (iPay Technology)

. Implemented enterprise wide deployment of Windows NT, Windows XP,

Lotus Notes and Notes Mail, MS Office 97, and MS Office 2003.

(Schneider Electric)

. Supported Q2C Application Support (for in house developed ERP

System) through desktop rollouts, ODBC support, and documented

system bugs. (Schneider Electric)

. Worked on several lean manufacturing initiatives designed to

streamline production efficiencies and improve customer service

levels. (Schneider Electric)

. Worked on discovery teams for SAP implementation projects as a

discovery agent providing application and infrastructure analysis

from multiple facilities. (Schneider Electric)

. Managed/designed system conversion from DEC VAX to Client-Server

network. (Park Seed Company)

. Designed automated system to improve customer service for local

telephone company, which also helped reduce overall cost of customer

service and improve response to federal authorities (DEA) with

criminal investigations. (Professional Microfilm)

Vendor Management:

. Vendor Management and contract negotiation with savings of 400k on

Avaya CM5.2 upgrade and 500k on Cisco Nexus Core upgrade. (Mohawk)

. Reduction of department base cost by 15% due to improved equipment

capabilities and vendor supplied support services. (Direct General)

. Worked on Project Pillar (outsourcing team) to determine new cost

savings by reviewing our present IBM Global Services contract and

including other tower groups (help desk, WAN, Distributed Computing)

into one contract. (Schneider Electric)

Team Management:

. Managed mobile device deployment/audit team. Reduced overall mobile

cost by $120k per year while increasing number of devices to 3,300.

Including Blackberries, iPhones, iPads, and droid devices. (Mohawk)

. Managed network services team that won Cisco Technical Excellence

Award based on design, implementation, and investment two years in a

row (2010 and 2011). (Mohawk)

. Had my support teams nominated for PWDA (People Who Make A

Difference) awards. This is a Square D customer service award.

(Schneider Electric)

. Created Park Seed University (Training Center) to assist users in

transition from mid-range system to client-server network. (Park

Seed)

Budget Management:

. Budget Management (4M Capital, 9M Operating). (Mohawk)

. Budget Management (4M Capital and 5M Operating). (Direct General)

. Budget Management (3M Capital and 14M Operating) (Schneider

Electric)

CAREER TRACK:

Mohawk Industries

Dalton, GA.

December 2008 - Present

Network Services Manager

Manage Network Services division of a $8 Billion Global Flooring

Manufacturing Company headquartered in Calhoun Georgia.

Direct General Insurance Co.

Nashville, TN

September 2007 - December 2008

Director Technical Services

Manage Technical Services division of a $500 mil. Insurance Company

headquartered in Nashville Tennessee. The areas of responsibility include

Server, Desktop, Infrastructure (Voice/Data), mobile technologies, office

technologies, and compliance.

IPay Technologies, LLC

Elizabethtown, KY

February 2006 - June 2007

Vice President, IT Infrastructure

Manage Network, Desktop, Infrastructure, PBX system, Cell/mobile

technologies, and IS/IT Risk & Security. While at iPay I have evaluated,

purchased, and installed a new contact center telephone system utilizing

VoIP technology, unified messaging, and advanced contact center management

software.

Schneider Electric (formerly Square D Company)

Nashville, TN

April 1997 - September 2005

Title: Information Systems Manager

Manage Network, Desktop, Infrastructure, and PBX systems for 22 U.S.

Manufacturing facilities, 9 Canadian Manufacturing facilities, 3 Mexican

Manufacturing facilities, and 75+ field sales/services offices. With 25

direct reports dispersed across all sites.

Park Seed Company

Greenwood, SC

June 1995 - March 1997

IT Manager

I managed a staff of 22, which included programmers (COBOL and Visual

Basic), VAX Operators, Network Administrators, Desktop Support staff. At

this company I designed and deployed the conversion from the DEC VAX

environment over to a PC-based Client-Server Network.

Deltam Systems, Inc.

Nashville, TN

August 1993 - June 1995

Project Leader/Technology Manager

I managed deployment teams of 3 to 7 contractors for IT projects ranging

from Visual Basic, C, COBOL, and Oracle applications development to Network

Server and Workstation upgrades.

Professional Microfilm, Inc.

San Juan, PR

July 1990 - June 1993

MIS Manager

I worked with this Document Imaging Company in designing their in-house

document conversion systems and in hiring, training, and managing the in-

house IT staff.

Computer Pros, Inc.

Nashville, TN

January 1985 - March 1990

Owner

This was my own software development company where I initially developed

two major applications. The first was an electronic database for storing

document index information, which also interfaced to various microfilm

reader/printers. I developed the marketing literature and created training

manuals and documentation for all software products.

Education

University of Tennessee - Nashville

Nashville, TN

BS, Computer Science

GPA 3.75

Nashville State Technical Institute - Nashville

Nashville, TN

AS, Computer Science

Minor was Accounting, GPA 3.5/4.0

IT Skills

Systems: Windows (3.1, NT, 95, 98, 2000, 2003, XP, Vista, 2007),

Novell (3.12, 4.0, 5.1,6.0) Unix (IBM AIX, QNX), SUN Solaris 8.0

Hardware: AS/400 (iSeries, Power 5, Power 7), IBM (Servers, Desktop,

Laptop) Dell (Servers, Desktop, Laptop) Compaq (Servers, Desktop,

Laptop) Gateway (Desktop, Laptop), PIX Firewall, Sonic Firewall,

Watchguard Firewalls, F5 Load Balancer (1500, 6400), CISCO routers

(7200, 3845,2811, 1741), Cisco switches (Nexus 7010, 5010, 2148, 2950,

2960, 3560, 3750) Nortel routers, Nortel switches (passport, 450/350)

Nortel managed hubs, Bay networks hubs, 3com hubs, AVAYA PBX, Nortel

PBX, Cisco Call Manager Express, and Bell Howell scanners.

Software: MS Office suite (4.3, 97, 2003, 2007, XP) Lotus Smartsuite,

Lotus Notes 7.0, MS Project (97, 2000), MS Publisher (97, 2000),

Visio, Netviz, DaVinci email, MS Exchange, MS IE 6.0, Adobe 7.0,

Tivoli, MS SQL 6.5, MS Access, AutoCAD, PRO/E, Optivity 6.5, Visual

Basic, Visual Studio, Observer, Optika Imaging Systems, Metaview

Imaging Systems, Cognos, SAP, Q2C, and Solarwinds.

Networking: TCP/IP, DNS, DHCP, WINS, Ethernet, Token Ring, Arcnet,

VPN, Frame Relay, ATM, And CISCO Wireless LAN.

Infrastructure: Gigabit cat6e copper cabling, cat5e copper cabling,

and Fiber optic cabling

Languages: Visual Basic, FORTRAN, COBOL, Assembler, and RPG

Collaboration Tools: ATT Connect, Live Meeting, Webx, Cisco Video

Conferencing, Cisco Jabber (iPad, Desktop), and Polycom HD video.

Training

Benchmarking Basics

SENA Finance: Applied Concepts

Supervisory 1: Managing the Local Environment

Supervisory 3: Managing the Performance of Others

Virtual Teams: The Fundamentals

Virtual Teams: Communicating Effectively

Office Ergonomics

Teamwork Real Life

Time Management

LBMS Project Management

Essentials of Leadership

Retaining and Coaching

Lencioni Team Development Training

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