Customer Service Management

**** ******* ******* *****, ************, VA *****. Home: 804-***-**** /

Cell 804-***-****

E-mail: *******@*******.***

EXECUTIVE PROFILE

Proven technology leader successful in aligning Information Technology with

business goals and objectives to position organizations for growth, generate

returns, and deliver results. Acted in various IT Executive management roles

over the last 15 years that was broadly focused across strategic planning and

execution, operational and budgetary efficiency, service and product delivery,

quality and innovation, and customer service and governance. Strong track

record in both the public and private sector by applying best practice

disciplines such as ITIL, PMBOK, COBIT and leveraging standard development

methodologies such as PMLC and SDLC to provide transparency into delivery of

solutions.

QUALIFICATION HIGHLIGHTS

Direct report to senior level management within Fortune 100 including: CIO, CTO,

and Executive VP levels.

Change agent that utilizes strong customer relationship skills to work with

business leadership at executive levels. Participates with business executives

in strategy and budgetary processes to identify effective solutions.

Experienced and polished executive that combines consensus building skills with

the demonstrated ability to drive compromise. Utilized this skills base to build

and repair multiple customer relationships at executive levels.

20+ years in Infrastructure and operations support; 14+ years in Application

Delivery; 14+ years in architecture; 12+ years in project delivery; 10+ years

Fortune 100 leadership experience; 5+ years in Business Intelligence and Business

Process Management delivery and implementation.

EXPERIENCE

11/08-Pre ARMED FORCES BENEFITS ASSOC, Alexandria, VA IT Director, Operations &

s Quality (3/09- Pres)

Reporting to the CIO, ensure the efficient performance of the company's

enterprise operations and multi-site datacenters and manage the

organization's Quality Assurance functions. This includes managing staff

across sites with responsibility for all hardware and software, network

services, production services, and quality assurance for the enterprise.

Work closely with the IT and business executives to identify, recommend,

develop, implement, and support cost-effective technology solutions for

all aspects of the organization and its subsidiaries.

Accomplishments:

Currently leading the organization's implementation of a virtualization

strategy for desktop and servers that leverages VMWare's VDI and Server

virtualization technologies. Once completed, the virtual server

environment will support over 90% of all servers in the organization.

As part of the organization's move to a collocation facility for their

primary data center, the existing MPLS bundled T-1 solution is being

replaced with carrier based Ethernet. This will provide equivalent

bandwidth within our existing cost structure while also providing the

ability to burst on demand.

Leading a team of Analysts in a process re-engineering effort that will

implement modifications that will adapt traditional phase gate operations

and practices to meet the demands of the organization's commitment to the

Agile methodology.

Working with my QA team to develop a long term strategy that is aligned

with industry best practices. This includes establishing and documenting

a reporting framework for Test Plans, Traceability Matrixes, and various

Test processes (i.e. Functional, System, Regression, etc).

Manage geographically dispersed resources in supporting a complex IT

environment that includes 24x7 responsibilities for multi-site data center

operations and the enterprise network infrastructure.

Organized haphazard set of infrastructure projects into a logical

portfolio and program structure utilizing governance best practices and

leveraged key organizational processes. Provided mentoring and coaching

to staff to enhance their delivery and management skills for projects and

staff.

Delivered key infrastructure projects that included upgrading to Lotus

Notes 8.51, installing and configuring appliance based technologies for

monitoring and scrubbing email and web traffic, re-architecture of

enterprise backup policies and reconfiguration of IBM Tivoli Storage

Manager software, and the implementation of IBM ITSM tools for desktop and

configuration management.

Managed deployment of Salesforce.com (SFDC) configuration via a staggered

approach, introducing a Pilot program first prior to full roll-out of the

Partner Relationship Management (PRM) functionality. This provided field

agents a branded portal experience for leads and opportunities that

included the restructuring record ownership processes for accounts and

contacts to the field agents via PRM.

Developed disaster recovery and site continuity planning between the

organization's two data centers to support application and infrastructure

RPO and RTO objectives. This plan will become operational by the end of

2010 with the completion of the organization's infrastructure refresh

program.

Working with Agile team on the consolidation of multiple policy management

systems into an enterprise solution. This included the implementation of

a SaaS appliance that provides point to point application integration

using a graphical design tool.

Executive IT Consultant (11/08 - 02/09; thru Captech Ventures)

As a consultant to AFBA, leveraged my 20 years of experience in

infrastructure, operations, and application delivery to provide

architecture, strategic planning, program and project management, and

operational leadership for key clients in the Washington, DC marketplace.

Accomplishments:

Worked with client to develop multi year planning and budgeting documents

for infrastructure investments and operational improvements based on ITIL

framework. This included completing an organizational alignment assessment

to balance full time staff vs. a managed services solution.

Created a data center strategic planning document that is being used to

evaluate and deliver a high-availability solution as part of the

corporation's disaster recovery plan. This includes analyzing the

implementation of high-availability/geographic redundancy across the

corporation's existing data centers vs. outsourcing to a managed services

solutions provider.

Developed an Infrastructure and Security program to address deficiencies

in the environment and insure compliance with regulatory and business

practices. This includes managing a project portfolio and hands-on

configuration and integration of hardware/software/appliances for Data

Leakage and PII, the re-architecture of Active Directory, and analyzing

how to improve the integration between Microsoft, Lotus Domino, and

several enterprise class IBM hardware and software products.

1/06 - CITY OF RICHMOND, Richmond, VA, Chief Information Officer & Director of IT

10/08

As an appointee to the Mayor's cabinet, serve as the City's Chief

Technologist and partnered with city leadership to advance the use of

technology in achieving efficiency and effectiveness in government. Led

all aspects of enterprise information systems and data center facilities

operations to achieve efficiencies by defining and executing tactical

technology plans supporting the strategic goals and initiatives of the

City. Transformed undisciplined organization into a strong business

focus unit through organizational realignment and application of best

practice principles.

Accomplishments:

Implemented development strategy utilizing SOA/Web Services and Data

Aggregation to deliver flexibility for a hybrid of custom-built and COTS

applications. This included a RDBMS consolidation strategy to eliminate

DB2 and target Microsoft's SQL Server and Oracle as strategic platforms.

Established Centers of Excellence for the delivery of Business

Intelligence and Business Process Management services to agencies,

including the deployment of enterprise tools (Informatica, Metastorm) to

support the Mayor's initiative for increasing efficiency and effectiveness

in government.

Reduced application costs by leveraging SOA/Web 2.0/Microsoft .NET

framework as part of a standardized toolbox to create fungible development

resources for a diverse application portfolio.

Created a Portfolio Management Office that focused on governance and the

implementation of best practices to align the PMLC and the SDLC processes

for projects citywide.

Leveraged PMO to deliver numerous and complex enterprise wide projects

(SOA/Web Services, ERP/Financial, CRM, Enterprise Data Warehouse,

Infrastructure Re-architecture, Data Center and Enterprise Network

Redesign, Exchange and Active Directory VOIP Implementation and Call

Centers).

Leveraged ITIL framework to define and automate standardized processes for

Change/Configuration Management Standardization, Release Engineering,

Security Access, and IT Project requests. Utilized Metastorm BPM Suite to

automate and align these services with industry best practices.

Established a multi-platform hardware and software virtualization strategy

for desktop, server, network and storage that reduced technology

acquisition and support costs by $1.5 million annually.

Created first ever IT Security function that implemented enterprise

security standards and best practices, including: Network Access Control,

MARS, Intrusion Prevention, and enhanced VPN capabilities.

Coordinated with external organizations focused on "green efforts" to

revamp City's datacenter and achieve more efficient use of power and

cooling management across enterprise platforms.

Delivered Mayor's management initiative utilizing dashboards and

scorecards to provide accurate and timely reporting of key performance

indicators as part of a strategic Performance Management program.

Successfully delivered several high profile application and infrastructure

projects including: Computer Aided Dispatch/E911 ($3MM), Revenue

Administration System ($1.5MM), Fire Records Management System ($1.5MM),

Voice Over IP Enterprise Conversion (2.5MM), and Core Network Upgrade

($1MM).

3/02 - CAPITAL ONE FINANCIAL SERVICES, Richmond, VA, Group Information Officer

1/06 Served as a change agent to improve performance and delivery of multiple

IT functions. Fostered positive working relationships with business

customers by transforming IT organization to one with a strong customer

service focus. Delivered process improvements by leveraging recognized

methodologies and tools to meet strategic initiatives of the business.

Led cross functional teams that delivered infrastructure service

expertise, process analysis, and application development and support that

focused on best practices for deploying enterprise solutions.

Accomplishments:

Managed Outsourcing Program for the migration of technology applications

and infrastructure that supported inbound and outbound correspondence

services applications to outsourcer facility.

Participated in RFI activities for correspondence outsourcing project,

including: development of content sections, evaluation of supplier

responses, and negotiation of license, usage, and consultative fees.

Led quality program supporting delivery and management of FFEIC guidelines

and compliance activities for outsourced payments and correspondence

functions in compliance with COBIT standards.

Managed Group of senior architects for company's move to a service based

architecture (SOA) as part of an effort to support the outsourcing of the

Savings business through an ASP/SaaS provider solution.

Active in the adaptation of Capital One's Solutions Delivery Methodology,

a customized project delivery strategy. Worked on team assigned to

embrace and expand methodology to include Agile and RAD as alternatives to

the more traditional Waterfall and Phase Gate approaches of its initial

releases.

Successfully managed the delivery of Information Management requirements

for 14 of the company's 20 top application development projects that

resulted in the acceleration of project benefits by 20 percent.

Managed architects, designers, and developers to successfully deliver on

development efforts that included: Integrated Defense Platform, Bad Rate

Model re-write, and outsourcing of savings operations.

Supported large scale data marts/data warehouses used for analytical,

trending, and predictive analysis.

Coordinated strategic development activities and managed developer

resources for delivery and/or enhancement of legacy case management, fraud

early detection, and recoveries applications.

Managed cross-functional teams and a multi-million dollar project

portfolio to deliver on strategic plans established with business

leadership to support organizational objectives. This included delivery

of the Integrated Defense Platform Program that produced annual reductions

in incoming fraud of $24.6MM and fraud charge-off of $10.7MM through

enhancements to operational solutions.

3/00 - NATIONWIDE/PROVIDENT, Wilmington, DE, IT Director, Enterprise Network and

3/02 Web Services

Managed team of associates in tactical and strategic delivery of

infrastructure and web technologies. Led strategic advances into web

activities to deliver e-infrastructure solutions across multiple

geographic redundant data centers to satisfy 24x7 requirements for

business continuity of customer applications.

Accomplishments:

Implemented an Enterprise Network Architecture replacing a flat Token Ring

network and ATM LAN technologies with robust three-tier Fast-Ethernet and

Gigabit-Ethernet best practices architecture.

Led redesign of DMZ environment that produced a robust regional DMZ

architecture with content-switching technology that focused on delivering

high-availability for an ecommerce environment,

Developed portal for external Producers that provided direct access to

internal and third party financial systems. This included an

institutional system for portfolio advisors used in managing customer

accounts by providing web-based access to account information, trading

capability, news, and quotes.

Managed infrastructure program for Retirement Services, Investment

Services, and Long-term Care businesses to deliver highly-available

transactional systems that provided automated customer access.

Managed project portfolio that supported the organization's long-term

infrastructure needs including: Platform Rationalization study and a call

recording systems upgrade for Customer Call Center.

6/98 - CAMPBELL SOUP COMPANY, Camden, NJ, Director, Global Client/Server

3-00 Technology (1/99 - 3/00)

Manager, Global Desktop Svcs (6/98-12/98)

Managed a staff of 25 employees and 125 outsourced FTEs across multiple

sites and data centers. Defined global architecture, developed strategic

plans, and executed against project portfolio to support tactical delivery

of global client/server solutions for Campbell Soup and its wholly-owned

global subsidiaries.

Accomplishments:

Led outsource initiative targeted to improve staffing flexibility and

reduce costs for the Intel platform. Developed operating model for

service provider performance management and conducted organizational

assessment on outsourcing scope to minimize impact and maximize cost

benefits.

Led renegotiation of the outsourcing agreement with IBM Global Services

for contract components addressing operations for client server

technologies.

Achieved savings of $15MM over three years and minimized business risk by

defining productivity commitments and SLAs for IMACs, Server maintenance,

and software deployments, among others.

Led the Global eTeam responsible for developing an eCommerce strategy for

promoting soup sales via the Internet and established pilot web

application to achieve this goal.

Led global upgrade program for a fortune 200 company's worldwide

conversion to Lotus Notes. Assumed responsibility for all development

activities for North American business operations.

8/93 - MBNA AMERICA, Wilmington, DE, Asst Vice President (8/93-9/95) /Vice

6/98 President (9/95 - 6/98)

Accomplishments:

Successfully delivered 4-month project that deployed desktop computing

technologies to six remote locations, including the implementation of the

corporations first global email solution.

Chaired End User Computing Process Improvement Team responsible for making

recommendations to senior management to expand the user of desktop

technologies within strategic business areas.

Managed divisional budget of $5MM and team of 20 FTEs supporting Finance

division computing environment comprised of 25 Servers, 600+ nodes, 130+

applications and a full service help desk.

Served as Program Manager for delivery of client-server application for

the customer service operations that utilized a message-brokered

three-tier network architecture for access to legacy system platforms.

Saved $15MM over three year period through negotiation of a number of

highly innovative vendor discount agreements with Microsoft, Compaq,

ViewSonic, and Novell.

10/92 - KATZ COMMUNICATIONS, New York, NY, Manager, PC Operations

7/93

6/90 - EA ENGINEERING, SCIENCE & TECHNOLOGY, Hunt Valley, MD, Manager, Network

8/92 Operations

8/87 - PRIORITY COMPUTING TRAINING AND SERVICES, West Orange, NJ, Management

6/90 Consultant

5/86 - THE ANALYTIC SCIENCES CORPORATION, New York, NY, Client Services

7/87 Representative

EDUCATION, CERTIFICATIONS, AND PUBLICATIONS

12/85 PACE UNIVERSITY: Bachelor of Business Administration: Accountancy and

Information Systems.

Certifications/Memberships:

ESI Project Management Masters Certificate, George Washington University

Publications:

Interviewed:

Cover Story for Hewlett Packard Government Solutions Magazine, Summer 2007

Feature Speaker/Presenter:

Presenter, John Hopkins University, Carey Business School/AITP Chapter,

March 2009

Moderator, "The Future of Virtualization CIO Panel", CMA Executive

Webinar, September 2008

Presenter at Input's Annual State & Local MarketView conferences 2007 &

2008

Presenter on Storage Virtualization at Infoworld's Virtualization

Executive Forum, September 2007

Participated in CIO & CSO Magazine Webcast on Business Continuity

Planning, July 2007

"Best Practices in IT Management", Microsoft's State & Local Gov't Radio,

February 2007

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