Customer Service Manager

Rod Smith, MBA, CISA, CGEIT

Work: 610-***-**** E-mail: abhgdl@r.postjobfree.com

SUMMARY

Audit executive with deep risk and controls, compliance and consulting

experience within Big 4 public accounting and industry. Well-rounded

experience in both business risk (financial and operational) and IT

controls assurance. Extensive experience working with global Fortune 500

senior and middle management. Strong problem solving skills and ability to

reach consensus and collaborate with diverse constituencies. Proven

leadership style with consistent track record of hiring, mentoring and

retaining top talent. Recognized expert in the audit profession and a high

profile leader in risk and control professional organizations. Areas of

Expertise include:

Corporate Governance Contract Risk and Compliance

Program/Project Management IT Governance

Operations Risk Management IT Organization and Strategy Assessments

SAS 70 Service Auditor Examinations

Control Deficiency Remediation Continuous Monitoring

Control Optimization Business Process Modeling /Measurement

Risk-Based Global Internal Audit Planning Vendor Management

IT Metrics / Balanced Scorecard

PROFESSIONAL EXPERIENCE

Deloitte & Touche LLP Philadelphia, PA

2005 to Present

Senior Manager, Audit & Enterprise Risk Services

Lead busines risk and controls practice serving the Greater Philadelphia

financial services. Responsible for profit and loss, staffing, management,

execution and delivery of technology and business risk and control advisory

services delivered to the financial services industry clients in the

Greater Philadelphia marketplace. Managed or participated in several

enterprise-level systems integration and business transformation projects.

Consistently met or exceeded aggressive sales, utilization and managed

revenue targets over time.

Selected Accomplishments:

. Lead business risk risk and controls practitioner for the largest and

most technology-forward companies in Deloitte's clients in the

Philadelphia Marketplace.

. Assigned lead controls assurance role for all Office of the Chief

Executive Officer ("OCEO") clients in the Greater Philadelphia

marketplace. Received highest client satisfaction assessments in

Philadelphia Office for clients served.

. Manage diverse staff teams, with varying work/life balance requirements.

Consistently recognized for superior talent management practices,

supported by metrics related to retention, advancement and satisfaction

scores of subordinates and peers.

Representative Engagements:

. Top 10 Mortgage and Vehicle Management Services Company- Lead controls

assurance effort for mortgage originator and servicing entity and fleet

vehicle services business units for both IT and business cycle areas.

Conducted financial statement review, Sarbanes 404 assessment and managed

service auditor examination (SAS 70).

. Structured Finance Organization - Perform a wide range of Internal Audit-

related services for leader in the structured settlement finance industry

including operational risk assessment, audit planning, IPO readiness

diagnostics and assessments of general IT controls.

Rod Smith, MBA, CISA, CGEIT

Page 2

American Water Company Voorhees, NJ

2000 to 2005

Director, Customer Care Systems

. Led $50,000,000 Enterprise Customer Information System ("CIS")

integration project with consulting partner Accenture to restructure all

state utility subsidiaries (23) into a National Customer Service Center

and common CIS application resulting in $18,000,000 reduction in annual

operating expenses and significantly improved customer service metrics.

. Managed development and support of customer care applications for

3,000,000+ customer accounts serving over 10,000,000 water consumers

throughout the U.S.

. Designed and implemented a practical and effective, Program Management

Office as well IT Governance and Design Authority body and processes.

. Led team of 80 IT professionals providing support for Customer Service,

Billing and Field Operations.

Reliance Insurance Group Philadelphia, PA

1999 to 2000

Assistant Vice President, Information Technology Audit

. As Corporate Director of IT Audit for a $13 billion property-casualty

insurer, led IT-related control reviews of all of Reliance's operations,

including six independently managed insurance companies and their

respective IT organizations.

Deloitte & Touche LLP Philadelphia, PA

1996 to 1999

Manager, Enterprise Risk Services

. Managed and staffed financial statement audit and IT consulting

engagements to assess controls governing clients' use of information

technology, as well as software quality assurance reviews.

. Performed general IT control reviews in support of year-end financial

statement audits and the monitoring of consulting engagements for

clients' full life cycle system implementation projects.

General Accident Insurance Philadelphia, PA

1991 to 1996

Manager, Information Systems Audit

. Managed the IT audit function and four staff members for a $7 billion P&C

insurer. Established the annual IT audit plan and staffed IT audits.

Reported and presented audit findings to Senior Management.

Accenture plc New York, NY

1989 to 1991

Systems Analyst

. Defined requirements, designed and installed information technology

solutions to meet client needs.

EDUCATION

Cornell University Ithaca, NY

M.B.A. - Finance, Accounting

Connecticut College New London, CT

Bachelor of Arts in Economics

PROFESSIONAL AFFILIATIONS

President, Information Systems & Control Association (ISACA), Philadelphia

Chapter, (2008 to Present)

Conference Host and Leader, Week-long Philadelphia ISACA Spring Training

Conference (April 2011)

Leader, IT Track, Institute of Internal Auditors (IIA) Eastern Regional

Conference (September 2009)

CERTIFICATIONS & DESIGNATION

Certified Internal Systems Auditor (CISA)

Certified in the Governance of Enterprise Information Technology (CGEIT)

(Sitting for the Uniform Certified Public Accountant (CPA) Examination;

will sit for all 4 sections by Oct. 2011)

Contact this candidate