Management Customer Service

ROB BOYAJIAN

Phone 213-***-****

*********@*********.***

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Technology manager and leader experienced at delivering highly efficient IT

services and strategic business solutions. Proven track record in

professional environments developing IT teams and organizations, customer

support, program and process management and improvement. Excellent

communicator interfacing with all audiences, business partners, internal

and external stakeholders.

PROFESSIONAL EXPERIENCE

Project Management Contractor

2010 - present

Project Management and analysis, Team coordination, Quality Assurance

LOCKHEED MARTIN / PAE GOVERNMENT SERVICES INC, Los Angeles CA 2003 -

2010

US Government services contractor supporting domestic and multinational

programs

Director, Global Information Technology

Responsible for strategic planning and implementation, operational

management, and supervision of information technology services and

initiatives supporting business operations. Leveraged efficient

technologies, system and process design promoting business productivity

among a global workforce of 6000 employees in 40 locations worldwide.

Accommodated 6-year company growth from $250 million to $750 million.

. Built a structured, cost-effective IT organization supporting

infrastructure, business applications, project management, user

services and technical support, security and compliance. Supervised

departmental daily operations and staff, ensuring uncompromised

quality of work, high productivity and customer satisfaction. Active

as technology and process evangelist; professional development and

education mentor.

. Established business analysis, collaboration and project management

with cross-functional areas, aligning business goals and objectives

into IT plans and solutions. Implemented cyclical progress reporting,

review and long-range planning with organizational management.

. Designed and built company's Operations Management and Collaborative

Environment implemented globally as the formal Business Process

Management System and central information exchange. Integrated

seamlessly with Microsoft Office Suite, workflow and other business

applications.

. Developed annual and long-term strategic plans, operational and

capital budgets. Analyzed and developed ROI / cost-benefit analyses

for IT initiatives and expenditures. Reviewed and negotiated vendor

and provider contracts, proposals and service level agreements.

. Developed Disaster Recovery / Business Continuity / Compliance

programs including high-availability SANs, redundant network

infrastructures and data centers; operational documentation and

policies; systems audits and operational examinations;

Security/Penetration Testing; SOX and e-discovery compliance.

. Leveraged VMware / ESX virtualization infrastructures and advanced

telephony/mobile computing technologies saving the company 30% in

resource and overhead costs, while increasing productivity and

exceeding the enterprise's Green Technology initiatives. Streamlined

IP-based Unified Communications, integrating email/voicemail

convergence, secure messaging, voice and video conferencing with

scalable growth.

. Championed and developed business and workforce programs including ISO

9001 Quality Management; Operations Support and Leadership; Education

and Training Development; Conflict Management; Ethics; Diversity and

Inclusion; Corporate Mission and Culture. Headed up virtual teams,

working with leaders and technical resources across the enterprise.

ROB BOYAJIAN Page 2

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JD POWER CLUBS - CARCLUB.COM, Long Beach CA 2000 -

2003

Dot-com startup - Automotive membership-based E-Commerce B2B, B2C services

Director, Information Technology

Managed the development and integration of automated systems and processes

supporting vehicle finance and inspection services throughout North

America. Clients included direct consumers, financial institutions,

warranty providers, and direct manufacturers such as BMW, Nissan, Lexus,

Ford, GM, GE Capital Corporation.

. Automated a labor-intensive business operations model by leveraging

databases and technology.

. Streamlined previously-manual field activities using electronic data

collection; exploiting limited wireless data capabilities (of the

time); integrated with business and consumer-oriented web

technologies.

. Reduced the Customer Service labor costs by 70%, while facilitating an

annual volume growth of 80% and improving service quality.

. Teamed with customers and business partners, enterprise management and

technical resources in identifying and implementing operational

objectives, KPI's and system functional requirements.

. Developed cross-marketed information systems and web services with

external partners.

KPMG LLP, Los Angeles CA

1995 - 2000

Corporate Compliance and Consulting Practice

Sr. Consultant, Security and Information Risk Management

IT audit and analysis of corporate client information systems and

infrastructures, assessing and identifying deficiencies in design,

resources, data integrity and information management, and resultant

security exposure and liability.

. Led national consulting engagements in industries including Insurance,

Financial, CPA and Legal support.

. Prepared and presented engagement reports and findings for corporate

client management.

. Expanded billable engagements and practice, implementing additional

services and systems.

. Served as primary AS/400 and Midrange Consultant in the Southwest U.S.

region.

UNIHEALTH AMERICA / HUNTINGTON PROVIDER GROUP, Pasadena, CA 1991 -

1995

Managed Healthcare Services Organization serving Southern/Central

California

Director, Information Systems

Led the development and implementation of Managed Healthcare systems and

all technology resources.

. Developed a formal IT Department, systems infrastructures, technical

support services and staff.

. Designed and implemented organization's first LAN/WAN and cross-

platform environment.

. Implemented resources providing for 4-year growth of supported member

base from 20,000 to 500,000.

. Worked with health plans and providers to automate management

information, streamline data warehousing and decision support in a

mission critical, data intensive service delivery environment.

EDUCATION

Bachelor of Science, Management Information Systems and Quantitative

Analysis

California State University, Fresno

PROFESSIONAL DEVELOPMENT AND AFFILIATIONS

Microsoft Certified Systems Engineer - MCSE

Orange County Educational Advancement Network

Southern California IT Executive Roundtable

IEEE Computer Society

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