Customer Service Management

Daniel J. Gervais http://www.linkedin.com/in/decisionsgroup

**** ********* ***** 858-***-****

Escondido, CA 92027 *******@*****.***

CTO / Information Technology Executive

Partner Building ~ Team Building ~ Business Building

SaaS ~ Strategy ~ Infrastructure ~ Development

21 years of experience in Online Application Development, Office Systems

Management, and Technology Staff Management. Uniquely adept at blending

business strategy with IT vision and execution. Successfully designed and

implemented multiple successful Software as a Service offerings utilizing

diverse technologies including cloud platforms and third party services.

Specialist at client-centric web development using agile, UX, and mobile

support. Intimate with dealing directly with BOD, shareholders, executive

management, partners, outsourced development, and vendors. Managed teams

for infrastructure, application, and content design, development, and

maintenance. Familiar with compliance and legal challenges related to

software and content development.

Career Accomplishments

CTO/COO TargetSafety.com

San Diego, CA 2003-2011

$10 million/year SaaS company, serving public entities with a technology

group of 18 people

Oversaw all IT (internal systems, SaaS platform, desktops, phones, laptops,

iPads, etc.)

Managed SaaS operations, corporate office, remote office, and content team.

. Managed budget of over $4MM, 3 departments, and staff of over 18.

. Tripled risk pool market penetration in one year through rapid

development of community platform.

. Lead all business technology discussions, resulting in year after year

revenue and profit growth.

. Mentored new management team members leading to virtually no staff

turnover.

. Produced and maintained over 500 hours of training content with over 150

hours of continuing education courses certified across the nation for

EMS, water and fire.

. Developed and managed all technical service and product vendor relations

for the enterprise, saving company hundreds of thousands of dollars year

after year.

. Introduced and managed "platform management" to create collaboration

between sales, marketing, content and technology resulting in 30% annual

growth during a recession.

. Designed technology disaster recovery plan, gained management and board

approval, and established backup facility within 6 months;

. Worked closely with partners and major clients, resulting in 96%

retention of renewal business year to year.

. Formulated strategy with large partners such as the NFPA, Jones Lang

Lasalle, Grubb and Ellis, Cal Fire, American Specialty Health, AHA,

Healthstream, CECBEMS, every state EMS agency and many more.

V.P. Technology Real Legends

Vista, CA 1998-2003

$1.5 million/year web based collectibles management solutions with a

technology development group of 10 people

Oversaw all IT (internal systems, SaaS platform, desktops, phones, laptops,

etc.)

Managed SaaS operations, corporate office, site production, e-commerce,

and creative team.

. Produced a 10 times increase in sales capability with same staffing

level through design and deployment of sales automation systems

. Tripled customer service ability by implementing CRM solutions

. Tripled efficiency of data reviewers by re-designing tools

. Initiated and managed relationships with large partner companies like

eBay and Half.com

. Designed, built and maintained large scale public web services with

databases

. Key interface to corporate management, helping apply IT to future

business needs

IT Director Coral Tree Internet Solutions

San Diego, CA 1996-1998

$1 million/year custom Internet development and hosting provider with a

technology development group of 15 people

Oversaw all IT for company. Managed all programmers, designers, and artists

to build custom websites with databases for many local and national

clients.

. Increased usability of Internet hardware over 300% by implementing

metrics and high performance

. Utilized open source and royalty free assets, significantly reducing

capital expenses

. Regularly reviewed and replaced web, database, and server technologies

to assure maximum ROI.

. Managed pricing and project budgets and interfaced with corporate

management to assure business objectives were met.

Education

MBA, Paul Merage School of Business at UC Irvine June 2005

BA, Visual Arts, Media with minor in Computer Science Software Design, UC

San Diego 1989

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