Customer Service Manager

GARY R. CZUBAK

*N*** WYNGATE RD. ST. CHARLES, IL 60175 PHONE 630-***-****

E-MAIL ******@***.*** http://www.linkedin.com/pub/gary-czubak/0/831/568

CHIEF INFORMATION/TECHNOLOGY OFFICER & GENERAL MANAGER

EXECUTIVE SUMMARY

Diverse senior information systems and telecommunications leadership

experience encompassing a significant depth and breadth of Technology

Program Management, Systems Development and Professional Service.

Progressive, professional experience with Telecommunications,

Transportation, Real Estate, Retail, Education, Financial Services,

Consulting and related Fortune 500 companies. Established the vision and

corporate technology plans in support of complex business strategies for

new ventures, generating revenue, developing products, merger/acquisitions

and cost reduction. Collaborative, results oriented management style that

successfully develops and motivates teams with a profound sense of urgency.

Quality focused and passionate in a pursuit of customer excellence.

Delivers innovative, award winning, customer facing business solutions.

Technology Program Management

Program management of capital investments in small to large technology

portfolios that enabled Regional, U.S. and Global operations. Successfully

managed multi-tenant and large distributed data centers with complex

communication networks improving operating performance and maximizing ROI

for infrastructure modernization and integration. Experience includes

organizational design, cross-functional team leadership of 25-2000+

professionals, $10-100M+ capital and expense budget management inclusive of

data center and distributed infrastructure operations. General management

of technology research & development, architecture & standards, asset

management, outsource vendor relations, sales, marketing, contract

negotiations, security, computer operations, office services, service

delivery, network engineering & management, disaster recovery and business

continuity. Companies that have benefited include:

. NETWORK ENGINERING TECHNOLOGIES, INC. - established the business

strategy, operational procedures, solution and service methodology that

enabled the successful delivery of voice, data, video and security

projects, with managed services to numerous Fortune 500 clients at more

than 10,000 locations throughout North America.

. BUDGET GROUP, INC. - Budget Rent a Car - Budget, Sears & Ryder TRS Truck

rental - supported 6000 retail and airport facilities, modernized

reservation and customer service infrastructure, reduced telecom expense

$3M, improved agent productivity 13%, consolidated 31and built 4 new call

centers - Budget received 2000 Award for Customer Contact Excellence.

. AMERITECH CONSUMER SERVICES - defined and implemented CRM and Client

Server technology to support 50M customer contacts. Implemented a $20M

construction program that reduced sales and service operating expenses

annually by $12M and enabled revenue growth from $2.5 to $5B in 3 years.

Systems Development

Full life-cycle software engineering and systems integration experience

supporting ERP, CRM, marketing, sales, fulfillment, billing, e-commerce,

reservations, public information, entertainment and government services

utilizing advanced intelligent network architectures. Solutions delivered

include:

. A service oriented architecture "Internet Application Server" for BUDGET

GROUP to establish an e-Commerce channel that generates $250M revenue,

www.budget.com recognized as number one rental car web site by Gomez.com.

. "ASCOT" customer service system with multi-tiered, open architecture for

5000 AMERITECH CSR's in 21 sites.

. "VoiceQuest" the largest capacity interactive voice response (IVR)

service bureau in the U.S. to support the launch of AMERITECH AUDIOTEX

SERVICES, INC., implemented numerous online applications including

"Official Airline Guide", "Kelley Blue Book", and the "Safe Driver

Renewal" system for Illinois Secretary of State.

Professional Service

Practice development, consulting, interim and general management experience

with:

. BUYSIDE REALTY, INC. - defined and implemented a virtual national

customer service environment that enabled a successful business start-up

and received favorable press in the Wall Street Journal on launch.

. AMERITECH - established a corporate center of excellence to support

enterprise customer contact technology solutions. Presented "Integrating

Multiple Call Centers" @ Call Center '97 conference in Dallas, TX.

. North Carolina, Department of Public Instruction - led the development of

the 2004 Education IT Strategic Plan for, Department of Public

Instruction, K-12, with 117 districts and 2000 schools. Established the

state-wide framework for a new Enterprise Program Management Office and

IT Governance to deploy NCWISE.

PROFESSIONAL EXPERIENCE

ASSOCIATION INFORMATION TECHNOLOGY PROFESSIONALS, Chicago, IL 2010 -

Present

Association of Information Technology Professionals(AITP) is the

Information Technology professional organization of choice for providing

leadership opportunities, professional and personal growth.

EVP, Board Director, CIO - SIG co-chair

Responsible for Chicago Chapter Marketing and CIO Special Interest Group co-

chair. The CIO Special Interest Group serve those who have overall

responsibility for IT strategy, best practices and technologies in their

business organizations and/or business units. The SIG's focus is to provide

CIO practitioners with a means to share lessons learned and seek guidance

from their peers in other Chicago area businesses.

THE BARNIER GROUP, LLC., Chicago, Illinois

2010 - Present

The Barnier Group LLC is a global business and information technology

services company specializing in solutions critical to leading

organizations competing in a modern world demanding agility, high

performance, lean operations, managed risk and sourcing and service

options.

COO & Partner

Chief Operating Officer and leads the CTO & Business Services Practice of

The Barnier Group LLC.

. Currently engaged to lead the development of the IT Strategy for

Regional Transportation Authority of Northeastern Illinois (RTA, CTA,

Pace, Metra). RTA is the third largest public transportation system in

North America providing more than two million rides a day. RTA covers

7,200 route miles in the six-county region that has a population of

approximately eight million people.

network engineering technologies, Inc., Madison, Wisconsin 2006 to 2009

Network Engineering Technologies, Inc. (NET) is an industry-leading

technology services company providing communications and infrastructure

solutions that support the OEM, distributor, reseller and end-user channels

with specialized expertise in the retail, healthcare, financial,

manufacturing and hospitality markets.

Executive Vice President & General Manager, Chief Information Technology

Officer

Recruited into this position to turn-around a 14 year old privately held

technology services company and position it for growth. Full P&L

responsibility for a national $MM engineering and consulting firm that

specializes in network design, installation, configuration and on-going

support services for a vast array of Fortune clients nationwide. Direct

supervision of all operating groups including solutions delivery,

operations, sales, marketing, finance, 7x24customer service and IT.

. Established a business growth strategy with clearly defined Vision,

Mission and Values to enable an operational transformation. Implemented

the first operating plan and budget, created a market approach, developed

sales collateral and implemented a new web site.

. Rescued failed ERP implementation, improved process, developed a full

suite of financial and operating reports.

. Established a Program Office and introduced a PMI based project

management methodology. Bid 1,500+ projects and completed 357 the first

year of operation. Added 9 new strategic accounts within the same period.

. Standardized solution delivery methods for voice, data, POS, ATM,

security and video throughout North America.

. Achieved 33.5% VCM, recovered $2M deferred cost and improved

profitability 76%.

. Consolidated business operations; doubled the physical size of the

corporate headquarters via building expansion.

. Successfully recruited and hired a senior management team including a SVP

Business Development and a VP Business Operation & Controller. Grew the

employee base from 70 to 300+, re-launched the company in 30 months.

Buyside, Inc., Chicago, Illinois 2005 -2006

BuySide, Inc. is a new Chicago-based company utilizing the latest

technology and an unmatched focus on client service to transform the $60

Billion a year national residential real estate industry.

Vice President, Operations

Key member of the leadership team responsible for building a world-class

technology operation to support the future revenue and service expectations

of an innovative, national residential real estate brokerage business.

. Established a national telecommunications voice and data network to

support the 24x7 operation of real estate brokerage services in Illinois,

Florida and California. Added Georgia and Virginia within 90 days of

launch.

. Successfully launched the business with brokerage offices that utilize

multi-channel SaaS customer contact technology in Chicago, Miami and San

Diego.

Independent Consultant, PMP - Information Technology and Services Industry

1997-1998, 2001-2005

Senior consultant specializing in technology strategy development, program

management and interim executive services (CIO/CTO). Sample engagements

include:

*Forsythe Technology as Senior Advisory Consultant - Contracted

responsibility to participate in the development of Advantage, a

professional services methodology that contains 6 distinct phases, 16

stages and 70 activities that define how to provide quality infrastructure

solutions of the greatest business value to customers with changing

circumstances.

*Innovate eCommerce, as Senior Strategy Consultant -Contracted program

responsibility for leading the development of the Education IT Strategic

Plan for North Carolina, Department of Public Instruction, K-12, with 117

districts and 2000 schools. Established the framework for a new Enterprise

Program Management Office and IT Governance.

*Calliope, Inc. as General Manager IT - Partner in a telecommunications

consulting company, responsible for IT and Systems Integration Practice.

Developed a comprehensive project methodology for customer contact and

service center implementations.

*Intermedia Communication, Inc. as Interim Director -Contracted

responsibility supporting the strategic direction of network technology.

Implemented a help desk to support their national Frame Relay network

operations function.

Budget Group, Inc., Lisle, Illinois 1998 to 2001

Budget Group was one of the world's leading vehicle rental companies with

revenues of over $2 billion. Its car rental division, led by Budget Rent a

Car (BRAC), was the third largest in the world. As the parent company of

Ryder TRS and Budget Truck Rental, Budget Group also operated the second

largest truck rental system in the United States.

Vice President, Information Technology (Chief Technology Officer) (2000-

2001)

Provide executive leadership for all technology for Budget Group Inc.

Liaison and chief technology officer with all external Information Service

providers for all Budget business units. Coordinate the efforts of internal

staff, Budget Corporate, Licensees and IT service providers in supporting

acquisition of corporate systems and data centers worldwide.

. Managed a complex infrastructure and operations environment for 6000

service locations that included data centers in CA, IL, NY, FL, TX, in

the U.S. and virtual call centers in ONT, TX, FL, CA in North America

with a remote data center in the UK and local call centers in the UK, FR,

AU supporting EMEA. The team included direct reports from Budget Group

with matrix reporting of outsourcing partners at CSC, & Perot Systems,

ASP relationship with Cendant, ISP & Telecommunications with Digex,

AppGenesys, AT&T, MCI, Sprint, RBOCS, etc..

. Developed and executed an Internet Technology Strategy, consolidating all

Internet web hosting, established an integrated n-tier, fault tolerant,

secure, Oracle operating environment, and realized a $500K annual

savings.

. Developed a Wireless Technology Strategy, upgrading all airport

facilities with new RF devices and 902.11 LAN.

. Reduced telecommunication costs $3M by circuit consolidation and re-

negotiation of contracts.

. Led the design, construction and implementation of a new combined truck

rental call center in Redding, CA.

. Re-launched the Budget web site, www.budget.com, with a dynamic new look

that includes significant updates to key functionality such as its

booking engine. Budget.com recognized as the number one site within

rental car industry by Gomez.com.

Vice President, Reservation Technology (1998-2000)

. Developed a Call Center technology strategy, consolidating 31 local call

centers into 5 virtual centers. Led the technology design, construction

and implementation of "Greenfield Call Centers" in Toronto Canada,

Wichita Falls, TX., and Lemoore, CA. Budget received 2000 Award for

Customer Contact Excellence for the call center projects.

. Developed an object oriented, Java based, Internet Application Server

leveraging messaging middleware technology to integrate legacy mainframe

systems and establish eCommerce reservation channels that generate $250+M

revenue. Implemented domestic and international booking engines, tour

operator and PriceLine applications. Deployed the first Internet, "name

your price" reservation system in the rental car industry.

AMERITECH, Chicago, Illinois and Detroit, Michigan 1989 to 1997

A $13.5 B international Communication Corporation since acquired by SBC.

Director - Call Center Technology (1996-1997)

Enterprise responsibility to establish and maintain the strategic direction

of customer contact technology for internal corporate needs and external

sale of solutions for Ameritech. Directed a telecommunications and

information technology staff for support of call centers for 13 companies

worldwide.

. . Established a core competency of call center professionals to be

leveraged for expense reduction programs and external market product

support. Defined the new organization, recruited 5 Solution Directors and

support staff.

. Initiated and constructed a 3000sq. Ft., central office co-located

call center technology lab to certify computer telephony integration

(CTI) products and deliver quality call center solutions to both internal

and external clients.

Director - Technology Management (1993-1996)

Responsible for the IT infrastructure & operations to meet the information

needs of Ameritech's largest business unit, Consumer Services. Modernized

LAN, server and PC technology for 6000 employees in 70 locations across 5

states

. Directed a project team through a zero defect, 12 month, $20M

construction program. Re-engineered 21 customer care centers to upgrade

infrastructure for client server, GUI systems. Negotiated with 20 vendors

to provide 40-45% discount on 14,000 technology components. Implemented

new CRM infrastructure for Sales and Collections.

. Managed the first implementation of Computer Telephony Integration

(CTI) and delivered $12M annual expense savings with "Screen Pop"

applications for 5000 customer care agents.

. Provided the network engineering and systems integration necessary to

establish a business operations center to monitor and manage 50M customer

contacts annually. Established an integrated view of network, systems,

workforce and geographical operating conditions for pro-active management

of customer service.

Program Manager - Business Office and Marketing Systems, - ASCOT PL (1991-

1993)

Interim Director and general project manager for Ameritech Service Center

of Tomorrow - Presentation Layer (ASCOT PL) project. Responsible for the

design, development and implementation of a strategic customer service

system that positioned the Ameritech Bell Companies for a common operating

environment for 5000 service representatives.

. Led a matrix project team, developing Ameritech's first object oriented

customer service system. Managed 25 direct subordinates and 75 contract

programmers, software engineers and consultants to develop a three tiered

. open system architecture that integrated Windows, UNIX, CICS and IMS

applications with messaging middleware.

Director - Systems Engineering & Staff Manager System Development (1989-

1990)

Contract management position with Ameritech Audiotex Services, Inc to

provide network engineering and systems development for a non-regulated

service business as a hosted information service bureau(ASP/ISP/NSP).

. Led the engineering and implementation of a proprietary NEBS data

center, deploying "VoiceQuest" the largest capacity Advanced

Intelligent Network computer in the U.S. to support the launch of

Ameritech Audiotex Services.

. Implemented numerous online applications including "Official Airline

Guide", "Kelley Blue Book", and the "Safe Driver Renewal" system for

Illinois Secretary of State.

. Developed and implemented "Instant Service" the first AIN, totally

mechanized, 24/7 customer service system providing continuous service

activation to 3.5M customers. Integrated telephone Central Office

switches in five states with voice response servers, fault tolerant

mainframes and legacy order processing, fulfillment and billing

systems.

MICHIGAN BELL TELEPHONE, Detroit, Michigan operating company

with 3.5M customers that became part of Ameritech in 1983 during the

AT&T divestiture.

Sr. Manager(s) - multiple positions in Systems Development, Computer

Operations & Technical Support (1979-1989)

EDUCATION

USNR - Avionics - Millington, Tennessee

Executive Development Program - Michigan Bell Telephone

Wayne State University - General Studies, Sociology - Detroit, Michigan

Macomb County Community College - MIS, Programming - Warren, Michigan

CERTIFICATIONS & AFFILIATIONS

Technology Leaders Association (TLA)

Society for Information Management (SIM)

Project Management Institute (PMI) - Project Management Professional

Association of Information Technology Professionals (AITP), EVP, Board

Director & co-chair CIO - SIG

AWARDS & PROFESSIONAL RECOGNITION

Ameritech, "Call to Excellence" & "Performance Excellence" in 1990, 1992,

1995

Budget, "Award for Customer Contact Excellence" by Customer Interface

Magazine in 2000

Gomez.com and Top9.com recognition of www.budget.com as the top web site in

the rental car industry 2000

PROJECT, SDLC & FUNCTIONAL SKILL

Technology Systems Development Professional Program Management

Management Architecture Service Project Portfolio

Organization Design System Analysis & Interim Management

Design Executive Project Management

Strategic IT Network Engineering Business

Planning Systems Integration Consulting Risk Management

Security & Disaster Programming BC/DR Planning Supplier Management

Recovery Testing & Service DC Consolidation

Outsource Vendor Delivery Project Recovery

Relations Quality Assurance Re-structuring Professional

Contract ASP, NSP, ISP Development

Negotiations IT & BP Methodology

P &L Infrastructure Outsourcing

Operations

Customer Contact

Convergence

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