Project Manager Customer Service

Robert D. Cadenhead

**** ***** ***** ** **** 512-***-****

Austin, TX 78730 Cell 512-***-****

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

PROFILE

Results driven Information Technology executive with extensive experience working with and

managing information systems applications and technology. Strong business and corporate

focus, enterprise mindset, resulting in a total solution versus a technical solution. Proven ability

to define the strategic direction for technological innovation to ensure that the overall

organization needs are met. Specific experience includes:

• •

New Business Initiatives Technology Mergers and Migrations

• •

Management of IT Department Strategic Information Systems Planning

• •

Organization Building and Rebuilding Business Systems Conversions and

• Consolidations

Multiple Industry Experience

•

• Strategic Business Planning

IT & Business Process Engineering

• Management of Operational Budget &

• Project & Portfolio Planning

Expenditures

SUMMARY OF QUALIFICATIONS

• Organize resources for delivery of efficient and effective IT services

• Proactively lead organization to implement available technology to improve

organizational efficiency

• Vision to recognize the value of new technology and apply to enterprise to

improve service

• Led implementation of desktop and server virtualization using VMWare and Wyse

Streaming Methodology

• Responsible for management of Storage Area Management (SAN), Cisco based

Wide Area Network and Video Conference services

• Improve customer service by implementing 24 hour technical support help desk

• Negotiate vendor terms and conditions, and approve all hardware and software

purchases

• Hire and maintain critical skill sets while retaining and reorganizing present work

force

• Established a shared services organization that enhanced the delivery of

information technology services across multiple lines of business areas

• Promote collaboration with business areas to align IT priorities with those of

users

• Manage outsourced business functions that improve service delivery

• Member of leadership team that implemented ISO 9001 Quality Management

System across enterprise

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PROFESSIONAL EXPERIENCE

Director of Information Services (8/06 to 6/10)

Education Service Center Region XIII – one of 20 regional education service agencies

within Texas which assist school districts in improving student performance and

increasing the efficiency and effectiveness of school operations.

• Provide leadership and strategic planning for technology initiatives that are cost

effective and exceed established standards of.

• Improved processes that streamline technology acquisitions.

• Implemented strategy to provide mobile/remote capabilities to staff.

• Responsible for the sales and support to regional school districts of two Business

and Student Administrative Software products that provide applications for

business, student, and PEIMS services.

• Manage the internal technology support department and related systems to

ensure efficient and effective practices that meet or exceed internal and external

clients.

• Manage the delivery of a wide area network (WAN) that provides internet service

to regional school districts.

• Work closely with the executive director and other members of the executive

leadership team to create and carry out the vision of how technology will support

the center’s strategic goals and needs.

• Lead teams consisting of a cross-section of Region XIII staff in developing the

long-range technology plan.

• Provide direction for technology decisions including related purchases,

negotiating with vendors for computer hardware and supporting software and

supplies.

• Responsible for development and management of IT budget

Director of Information Resources /Information Resources Manager (8/04 to

7/06) Assistant Director of Information Resources

(12/02 to 8/04)

Texas Commission on Environmental Quality – A state environmental agency of

approximately 3,000 employees, 16 regional offices, and a $463.9 million annual

appropriation budget for the 2005 fiscal year. Responsible for the day to day operations

management and strategic direction of the Information Resources Division consisting of

173 technology professionals and $20M budget.

• Division has four sections: Infrastructure Management, Software Development

and Maintenance, Project and Process Management and Customer Support.

• Dramatically improved customer service by implementing 24 hour technical

support help desk to all agency employees.

• Negotiated all vendor terms and conditions, and approved all hardware and

software purchases.

• Hired and maintained critical skill sets while retaining and reorganizing present

work force.

• Created a software engineering organization that developed standards,

procedures and processes.

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• Organizing division resources for delivery of efficient and effective IT services.

• Managed $2.5M contract for outsourcing of agency records management

functions.

• Formed collaboration with program areas to align division priorities with those of

users.

Senior Project Manager (2000 to

2002)

Brady Systems Integration – A division of the Brady Corporation, provides Fortune 1000

companies worldwide with wireless automated data collection (ADC) solutions and

services.

• Project Manager/Account Executive/Technical Consultant for multiple inventory

control and warehouse management data collection projects that included

wireless networks, mobile computing, barcode data collection and software

development.

• Implemented procedures that improved the service delivery.

• Developed relationships with customers to better understand their business

needs.

• Interacted with major clients to define project scope definition and to propose

solutions.

• Developed accurate cost estimates, project schedule, and coordinate resources.

MIS Director (1/2000 to 7/2000)

Ashley Skin Nutrition –

• Directed project to integrate call center’s computer and telephony infrastructure

in a seamless manner with the installation of computer telephony server

predictive dialer that dramatically improved telemarketer’s productivity and

increased sales.

• Responsible for:

o Daily call center operations, training and support

o Agent setup and security management

o Configuration of agent skill groups and campaign access

Complete campaign setup and configuration

Interactive Voice Response setup and implementation

Inbound call routing rules and configurations

Selection criteria and outbound campaign loading

• Developed and implemented processes to support corporate infrastructure

(network and desktop administration, backups, enterprise applications, email).

Director of Operations (1997 to 1999)

Project Manager Legacy Systems Migration (1995 to

1999)

CICS Systems Supervisor (1989 to

1995)

Sheshunoff Information Services –

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• Responsible for implementation of client server architecture and relational

database technology to enterprise.

• Managed team to design and implement transition from mainframe to client

server technology.

• Led technology transfer teams during acquisitions.

• Originated and implemented software applications that increased sales through

better management of customer data, call tracking and improved order entry.

• Implemented the use of software development lifecycle processes.

• Managed data center.

CICS Coordinator Programmer Analyst (1984

to 1989)

Texas State Comptroller of Public Accounts –

• Developed and maintained interactive and batch software for statewide financial

accounting system. Actively involved with users in all stages of development,

quality assurance and requested enhancements. Upon completion of projects

and enhancements, wrote documentation for users and operations personnel.

• As CICS Coordinator for the Financial Systems area I provided technical support

to programming staff and end-users

EDUCATION

Southern Methodist University, Bachelor of Business Administration

Concentration of courses in Management Science

Linked in Profile: http://www.linkedin.com/pub/bob-cadenhead/3/629/7a1

Training:

• Executive Leadership for Information Technology Excellence (ELITE) provided by

The LBJ School of Public Affairs, The University of Texas at Austin and the Texas

Department of Information Resource. The goal of course is to develop the

executive competencies needed for leadership roles in information technology.

• Sharepoint Developer and Designer

• Requirements gathering

Technical Summary:

Operating Windows NT/2000/XP and UNIX

Systems:

Network Cisco router, switches and wireless technology

Languages: C, C++, SQL, PL/SQL, COBOL, CICS, JavaScript

RDBMS: MYSQL, ORACLE, DB2, MS SQL Server

Packages: MS Office Suite (Word, Excel, Outlook, PowerPoint, Access), MS

Project, Visio, Sharepoint

Internet Tools: VB Script, XML, HTML

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Other: VMWare, Wyse Streaming Methodology

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