Customer Service Management

Edwin L. Pierson

**** ********* *****, ** ***** 972-***-**** *********@******.***

Chief Information Officer

Chief Information Officer experienced in the design and delivery of high performance technology solutions supporting high growth

environments with budget responsibilities up to $28 Million annually. A strategic visionary with a clear sense of purpose and focus in

driving improvements during financial challenges. Public and Private company experience driving revenues, EBITDA and operating

profits. Key qualifications include:

Re-engineering Operations & Lean process improvement Global Operational Management

Technology integration into Business Model Protection of Data Assets

Budgeting & Cost Controls Turnaround Management

IT Infrastructure Design & Implementation Large scale SaaS development

Capital Planning and Investment Control Profit & Growth Strategies

Emerging Technologies & Enterprise Architectures Quality and Continuous Improvement

Professional Experience

EF Johnson Technologies 2007-2011

Manufacturer of Public Safety Radios for US Military, State and Local Fire and Police. Revenues over $100M. Public Company until

end of 2010 when acquired by Francisco Partners.

CIO, 2007- 2011 VP of Customer Service, 2010 - 2011

VP of Quality, 2007-2010 VP of R&D, 2010

Implemented a company wide Quality program driving a 30% reduction in testing manpower while improving on-time delivery and

lowering fielded sw/hw errors.

Led a series of upgrades and application enhancements in back office systems driving annual manpower savings of over $800K.

Deployed Cloud based CRM technology that had an ROI of 6 months and provides real time sales and financial reporting.

Implemented data marts to support internal financial reporting previously utilizing 2 headcount.

Implemented a company wide Performance Excellence program based on the Baldrige methodology.

Participated in multiple due diligence efforts that cumulated with the sale of the company in 2010.

Negotiated a $400K annual reduction in outside vendor costs.

Healthvision 2003-2007

CIO and SVP of Operations. Directed all R&D, Quality, IT and Customer Support initiatives for this private company. Products were

ASP / SaaS electronic medical records utilized by Hospitals and Physician Practices across the country. Supporting over 1000

customers running on over 100 production servers in outsourced Data Centers.

Implemented a complete transition to a MS SQL architecture supporting over 11.5 Million patient records

Utilized internally developed SW to provide a Data exchange linking multiple EMR systems into a common repository.

Implemented quality improvement and technology upgrades that improved system stability and reliability from less than 98% to

over 99.9% in less than 9 months while lowering operating costs by 12%.

Reduced annual capital spending by over $500K while increasing system capacity by over 80%.

Drove down cycle time between releases by 45%.

Participated in multiple due diligence efforts that cumulated with the sale of the company in 2007

Divine inc. (fORMALLY Data Return CORPORATION) 2000-2003

CIO and Vice President of Customer Operations. Directed Customer Service teams, NOC operations, Systems implementations and

Customer account management. Serving both domestic and international customers across Data Centers supporting over 1500 servers.

Managed 9 direct and 148 indirect professionals in both domestic and international locations, with an operating budget of $28 Million.

Implemented change control processes and technology upgrades that improved system stability and reliability from less than 99%

to over 99.95%.

Implemented performance improvement projects based on RCA / ICA analysis and detailed vendor negotiations resulting in a

operating cost reduction of over $2.3M.

Implemented a multi-discipline change management program.

Participated in multiple due diligence efforts that cumulated with the sale of the company in 2002

Novell 1998-2000

Corporate Business Strategist

Primary responsibility was to assist our largest customers in the development of their web based businesses utilizing both Novell

products and those of our major partners. Responsibilities included presenting Novell corporate direction and vision to major fortune

100 customers, providing guidance to product development groups on optimal software features, and working with senior executives

Edwin L. Pierson

1215 Shadetree Allen, Tx 75013 972-***-**** *********@******.***

within Novell to develop future products and marketing plans. Worldwide responsibilities focused on North America and Asia/Pacific

operations.

Alcatel USA (fORMALLY DSC Communications) 1995-1998

Senior Manager – Server Operations. Responsible for all data center operations with a combined staff of exempt and non-exempt

employees of over 50. Budget responsibility in excess of $15M/year.

Data Center operations provided 7/24/365 staffing and 1st level application and hardware support for over 35 SUN Enterprise servers

supporting a full suite of Client Server and Web based Oracle applications. Uptime requirements in excess of 99.98% were met on a

continuous basis

Education

M.S. Management Administration Univ. of Texas at Dallas

B.S. Engineering - Texas A&M University

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