Customer Service Management

In ** years of Information Technology experience spanning the service,

healthcare, financial and manufacturing industries, I have proven success

as a skilled executive leader, technology visionary and problem solver

developing strategy and delivering projects of global and small scope in

different cultural environments. I have executed strategic and tactical

improvements, consolidation and outsourcing initiatives resulting in

significant cost reduction which improved customer service. A diverse

manager having led a staff up to 50 IT professionals globally disbursed.

Developed, implemented and tested business continuity/disaster recovery

plans of significant scope to meet regulatory compliance requirements.

My ability to partner with executive global leadership to foster and

maintain good business relationships with individuals at all levels within

an organization is a key skill to solicit and maintaining sponsorship for

critical business projects. My holistic approach to environmental and

process transformation includes the development of people, critical

assessing and developing efficient process improvements, and providing the

appropriate tools and technology based upon value assessments.

A recipient of several awards attesting to my efforts to transform

Information Technology to the benefit of company stakeholders:

. 1994-5 Prudential President's Award for increasing client retention and

associate satisfaction through a technology stabilization and improvement

effort

. 1998 ComputerWorld Smithsonian Innovation Award, CIO 50/50 Award - Inter

and Intranet ranking, and Beyond Computing - Top Ten Partnership Award

for an electronic real estate transaction system

. 1999 Prudential Business Value Award for participation in the successful

architecture design and implementation of an industry multi-award winning

automated closing and document system

. 2000 CIO 50/50 Award and ComputerWorld Honors Program Laureate status for

key contributions to the deployment of an eBusiness relocation website

. 2003 staff Nomination for the ComputerWorld top 100 leaders.

In 2007, I contributed to the Sever and Data Center Congressional Study on

Energy Efficiency presented by the Environmental Energy Technology Division

of Lawrence Berkeley National Laboratory. I am a contributor to IT

industry articles, including CareerNews, CIO India, Computerworld,

Networkworld, TechWorld, ITCanada, ComputrworldUK, ARN Networking, Keznews,

ManageDNS, have authored a Microsoft whitepaper highlighting my successful

architecting of a strategic SharePoint 2007 knowledge management system,

lecture at Dutchess Community College, moderator for internetevelution.com

and am a sought after panelist for many IT industry events.

William T. Leo, Sr.

606 Leetown Road ( Stormville, NY 12582 ( 845-***-**** (

abhy0z@r.postjobfree.com

Professional Experience

Oliver Wyman Delta Organization & Leadership (Subsidiary of Marsh &

McLennan), New York, NY, 2001-2010

Global Dir., / CIO

Reduced Information Technology (IT) operating expenses annually through

technology and process innovation. Fostered a team atmosphere, enhancing

staff technical capability through cross training and knowledge sharing,

resulting in successful IT support to support 100% business growth with

minimal resource additions. Implemented key performance indicators (KPIs)

to track financial improvements and systems health globally. Consolidated

data center and networks, reducing operating expenses while improving

service delivery. Partnered with the global executive leadership team to

develop the strategic plan and technical requirements to address new

product development timetables. Introduced IT Governance for more

effective business alignment, resulting in more cost effective technology

investments. Architected and led the development of new internal and client

facing applications.

. Led the global strategic and tactical delivery of technology solutions

and services globally.

. Controlled an operating budget in excess of $20 million across multiple

facilities and geographies.

. Reduced operating expenses by 10% while improving investment in skilled

IT resources.

. Integrated and standardized the technology of newly acquired firms in

North America and EMEA.

. Partnered with MMC companies and developed a shared services IT

organization to reduce cost.

. Managed the deployment of desktop encryption to safeguard company

intellectual capital.

. Determined the need for all HW and SW upgrades.

. Managed the development of on-premise and hosted solutions including

"Cloud" applications and SaaS.

. Led the development of mobile applications and testing in all browsers.

. Developed social media networking policies, access and protocols for

internal and external use.

. Managed highly visible integrated IT and business projects including,

ERP, CRP, Oracle, and SharePoint, MS-Dynamics.

. Delivered unified communications platforms including centralized IP

architecture.

. Project managed the architecture of a data warehouse, re-platformed

applications to new web based technology on the .NET, VB, C++, SQL,

Axapta, Dynamics, Oracle platforms using SDLC and PMI methodologies.

. Developed a comprehensive and effective business continuity/disaster

recovery plan.

. Enhanced infrastructure to sustain a 100% growth in employees and client

base.

. Introduced and managed multimedia solutions to enhance business support

for clients and prospects.

. Implemented a standard global application development platform direction.

. Partnered with key senior business stakeholders to deliver technological

solutions effectively meeting business objectives.

. Established an IT steering/governance committee and Project Management

Office (PMO) to engage business resources in technology solutions and

project governance.

. Interfaced with the Senior Executive Committee and global business heads

to implement improvements to associate productivity through more

effective use of technology.

. Managed audit and regulatory compliance criteria across all geographies.

. Established and developed IT policies, standards and procedures to

facilitate the secure and cost effective design and development of value-

added business applications.

. Negotiated hardware/software licenses and application outsource

agreements.

. Architected and project managed secure high-speed connectivity and

international access to systems for internal and external clients.

William T. Leo, Sr.

606 Leetown Road ( Stormville, NY 12582 ( 845-***-**** (

abhy0z@r.postjobfree.com

Prudential Financial, Valhalla, NY, 1989-2001

Director, Systems

Designed, implemented and managed a processing environment consisting of

mainframe and client server platforms, including UNIX Sun Solaris, Windows

2000, Windows NT, Novell, IIS, SQL, TCP/IP, OS/390, zOS; 250+ servers, 7

Terabyte of distributed storage, 400 Gigabytes of mainframe DASD; and

telecommunication configurations, consisting of digital/analog voice and

data connections to over 50 domestic and international locations

encompassing 2000 nodes and 500 dial up and VPN users.

. Responsible for strategic and tactical plans to develop and implement

sound technical solutions.

. Controlled an operating budget in excess of $20 million

. Responsible for multiple data centers, production support, operations,

technical support, help desk, information security, business

continuity/disaster recovery, desktop engineering, LAN/WAN services, and

voice/data communications.

. Facilitated e-Business solutions for internal and external clients using

MQSeries, IBM WebSphere, EDI, Java, COM, CORBA, HTML, XML, Perl, C/C++,

CISCO, DNS and firewall technologies on distributed and enterprise server

platforms.

. Supported a relational database system with over 30 million-database

calls daily with over 2 million online database transactions per week.

. Developed and built disaster/business continuity process for all

locations.

. Responsible for assuring system reliability to process over $1 billion

annually in home sale, relocation and expense processing on behalf of

clients.

. Managed facilities team, including mail and reception services.

Prudential Service Bureau Inc., Louisville, KY, 1997

Director/CIO (Special Assignment March 1997-December 1997)

. Re-engineered the IT department and orchestrated improvements to deliver

premium health care, Flexible Spending Account (FSA) and fulfillment

processing for Prudential Healthcare and Dental Maintenance Organization.

. Implemented highly effective controls for delivering improved and secure

library management processes, QA and IVR applications.

. Introduced new technology solutions and organizational changes to enhance

support of business and technology needs and initiatives.

. Successfully managed this project with a team of over 70 technical

professionals, concurrently with normal Information Technology

responsibilities in New York.

Joseph E. Seagram's and Sons, White Plains, NY, 1985-1989

Manager, Computer Operations/Telecommunications

EF Hutton, New York, NY, 1983-1985

Supervisor, EDP Control Room

William T. Leo, Sr.

606 Leetown Road ( Stormville, NY 12582 ( 845-***-**** (

abhy0z@r.postjobfree.com

Education and Certifications:

Certified in Homeland Security, Engineering and Technology, CHS-III,

American College of Forensic Examiners Institute, Springfield, MO, June

2004

Master's Certificate - Information Technology Project Management, George

Washington University, Washington, DC, June 2001

Data Processing, Purchase University, Purchase, NY, June 1988

Electrical Engineering and Data Processing, Queensborough Community

College, Bayside, NY June 1983

Additional Continuing Professional Development:

. American Management Association - Effective Executive Speaking

. American Management Association - Improving Your Internal Consulting

Skills

. American Management Association - Managerial and Team Building Skills for

Project Management

. Carnegie Mellon University - Capability Maturity Model

. ESI Intl. - Project Management

. IBM Corporation - Facilitator Training

. Certificates of completion for numerous business and technical courses

Board Affiliations:

Digital Wish (Non-Profit) - Manchester Center, VT. (Board of Director

Member)

Affiliations:

American Management Ferris Research Board Madison Who's Who

Association

American College of Gerson Lehman Group - Network and Systems

Forensic Examiners Councils of Communications Professionals Association

Institute Advisors (NaSPA)

America's Registry of IDC Enterprise Panel Project Management

Outstanding Professionals Institute (PMI)

Association for Data IDG Corporate Computer Strathmore's Who's Who of

Center, Network and Council Data Processing

Enterprise Systems

Management

Association of Information IEEE Computer Society U.S. Department of

Technology Professionals Homeland Security -

InfraGard Group

Computer Security Information Systems Audit Wall Street Technology

Institute and Control Association Association

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