Customer Service Information Technology

DAMIAN COZZI

**** ***** ***, *** ****, CA *****

http://www.linkedin.com/in/dcozzi ********@*****.*** (408)-724-

1088

INFORMATION TECHNOLOGY DIRECTOR

Visionary and innovative IT Director with 26 years of achievement in

leveraging technology to deliver cutting edge information solutions,

profitability, and growth. Proven ability to strategically and cost-

effectively align information technology results with corporate goals.

Comprehensive experience and success in fast-paced, fast-growing, and

start-up environments.

P&L Accountability Software Development

Leadership & Staff Development Technology Architecture &

Integration

Project Management Security & Disaster Planning

Vendor Management Business Intelligence

Regulatory Compliance Process Improvement

Dynamic and progressive management career with strong leadership, problem

solving, planning, team-building, and project management skills.

Expertise in creating and developing high-performance teams, and skilled

at creating key operational benchmarks to measure performance against key

objectives.

Professional Experience

Extreme Learning, Morgan Hill CA May 2007 - April 2011

Largest provider of kindergarten - 12th grade academic tutoring services

in California.

IT DIRECTOR and VICE PRESIDENT OPERATIONS & TECHNOLOGY

Managed statewide information technology and general operations delivering

kindergarten-12th grade academic tutoring services to 18,000 students in

California annually. Lead an organization of 500+ employees including 3

service line directors and 14 regional managers. Accountable for product

development, information technology infrastructure, customer call center,

customer billing, purchasing, inventory, and supply chain logistics.

o Trusted member of Executive Team with direct responsibility for P&L.

Promoted to VP in January 2008.

o Responsible for delivering afterschool tutoring services to 600+

schools, generating $20M in annual sales.

o Developed and architected flagship product (Avanza Online) and grew

from 250 to 22000 students in 3 years, with net margins of 22%.

o Established a customer service and technical support call center

handling 150,000 calls per month with queue wait times averaging 2

minutes.

o Successfully purchased, configured, deployed, and delivered 10,000

netbooks to students each year.

o Upgraded all technology infrastructure to support high performance

and redundancy to deliver online tutoring to 1500 students per day.

This included large internet pipes, F5 load balancers, Layer3

devices, VMware virtualization, and SQL backend databases.

o Implemented Salesforce.com to consolidate and develop KPIs for sales,

operations, customer service, staffing, and finance.

o Developed online tutor education using Adobe Connect saving $250K per

year.

Alameda Alliance for Health, Alameda CA April 2003 - April 2007

Public health plan serving 100,000 members in Northern California.

IT DIRECTOR - APPLICATIONS

Recruited to shape technology strategy and infrastructure with a focus on

improving customer service and application integration for a $150M non-

profit public health plan. Managed vendor relationships and IT budget.

Administered enterprise applications including claims payment, EDI, system

integration, web platforms, and database infrastructure. Managed team

comprised of several project managers, data analysts, business analysts,

operations analysts, web developers, and DBAs to support all operational

departments and systems.

o Redesigned Helpdesk and introduced service metrics to improve customer

satisfaction by 30%.

o Established EDI with numerous trading partners, including providers,

regional hospitals, contracted entities, and the CA Department of

Health Services. Successfully achieved full HIPAA compliance.

DAMIAN COZZI 408-***-**** Page 2 of 2

o Coordinated interactions with numerous delegated entities, including

Kaiser, Delta Dental, VSP, Quest, and various county and state

agencies.

o Developed and created a data warehouse, and installed and deployed

Business Objects for financial reporting and analysis, saving

approximately 6% of costs on key services per year.

o Introduced ITIL methodology into the organization.

MS2 Corporation, Mountain View CA Nov 2002 - April 2003

Software development company focused on product lifecycle automation

software.

IT DIRECTOR

Managed corporate network infrastructure, servers, desktops, and business

applications. Company bankrupt April 2003.

Visto Corporation, Redwood City CA June 2000 - Nov 2002

Software development company delivering enterprise mobile messaging

applications and services.

IT DIRECTOR

Managed corporate data center, technology infrastructure, and business

applications. Managed vendor relationships and IT budget. Handled

product installation and tier 1&2 technical support for enterprise

products.

o Organized search and successful relocation of corporate offices to

new facility 30 miles away.

o Migrated PBX to Cisco VoIP across company, saving approximately $200k

over two years.

Stanford Medical Center, Stanford CA June 1991 - June 2000

Premier and nationally recognized hospital and clinics.

IT DIRECTOR - APPLICATIONS

Directed 35 employees, 5 managers, and 10 consultants in support of

enterprise wide applications including programmers, systems analysts,

business analysts, project managers, and development managers. Supervised

multi-million dollar operating budgets, and several million in capital

expenditures annually. Member of Executive IT Steering Committee and

direct report to CIO. Annual IT budget approximately $28M.

o Directed the research, purchase, and implementation of a $2M multi-

terabyte fiber-channel SAN to store all medical records and eliminate

paper.

o Lead numerous enterprise-wide systems implementation projects,

ranging from applications to infrastructure improvement efforts

totaling approximately $8M.

o Deployed $2M ICU patient management and clinical documentation

system.

o Planned and completed all enterprise-wide system upgrades to achieve

perfect year-2000 compliance with zero defects.

o Implemented a new Human Resources / Payroll system to manage

population of 6,000 employees.

o Promoted to DIRECTOR and served in this role five years. Prior 4

years served as IT MANAGER - Clinical & Financial Systems.

Technology Summary

Hardware: HP & Dell servers; SAN & NAS storage; Cisco & HP switches &

routers; Cisco & Sonicwall & NetScreen firewalls; F5 Load

Balancers; VMware ESXi.

Network/OS: Windows 2003 & 2008; Linux; HP-UX; AIX; Solaris; VoIP; Apache;

IIS; vSphere.

Databases: SQL Server; MySQL; Oracle; PostgreSQL.

Languages: .NET; PHP; Visual Basic; HTML; XML; Java Script; Perl; CGI; C++.

Applications Salesforce.com; Business Objects; Microsoft Exchange ;Time &

: Attendance; A/R; A/P; G/L; Payroll; Inventory; Interface Engines;

Budgeting; Modeling; Claims; Order Entry; HL7; EDI.

Education

B.S. Computer Science, Bloomsburg University of Pennsylvania, 1985

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