Customer Service Management

Michael T. McManamon

***** ********* **** ******, **** 44021

440-***-**** home 216-***-**** mobile

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

Professional Objectives:

To lead global enterprise and technical endeavors, architecting

innovative and creative solutions which streamline and automate

processes and systems, maximizing the value IT provides organizational

and customer needs.

Summary of Qualifications

Innovative technical leader with a proven track record; hitting all

project targets with accuracy for scope, budget and time. Makes

opportunities happen, increases profits by leveraging new technology

and re-inventing existing to improve performance, reliability and RoI.

Achieves cost savings by re-negotiating contracts and creative

sourcing. A technical genius and charismatic leader, I have never

encountered a problem too big or complicated for me to solve. An

expert at integration and automation, with many examples of using

technology to streamline and automate business functions. Proven

authority at building rock-solid infrastructure, scalable to meet any

future needs with end-to-end visibility for total management.

* Expert at developing, utilizing and deploying internet

technologies

* Infrastructure master

* Entrepreneurial spirit and drive

* Proven leadership - governments and largest companies rely on my

expertise (technical diplomat, technology transfer, consulting

for FirstEnergy after blackout)

* Always deliver on corporate goals and objectives; excellent

strategic planning and execution skills (working with tight

timeframes, simultaneous projects including a $28 million ERP)

* Implements and enforces policies and procedures, leveraging

ITIL, CMMI, Gartner and others to produce a well-oiled operation

* Cultivates relationships with management, staff, customers,

vendors and other industry players

* Ready to hit the ground running day one; extensive technical

leadership experience has developed sea legs ready for any

challenge

Career Highlights:

Over 20 years experience during which I have played a key role in most

every aspect of the IT field in many industries including

manufacturing, health care, insurance, retail, education and utility,

proving my leadership, business acumen, technical ability, integrity

and moral values.

Pioneer in developing RF networking, handheld computers and thin

client technologies, architecting solutions leveraging this technology

for global companies such as Wal-Mart, CVS, Tesco and FedEx.

Developed the Java platform with Sun Microsystems, extending it for

wireless and retail operations. Served on the JavaPOS committee as

well as the Mobile Network Computer Reference Specification task

force.

Highest rated representative presenting to State Department sponsored

information/development session for top government and business

leaders in Bosnia and Herzegovina. I created a development plan for

the national infrastructure and government to leverage technology to

grow GDP and improve the quality of life. Followed up with efforts to

acquire UNDP funding for projects and tender management.

Architected, implemented and supported secure global integrated

information services for government agencies as well as private sector

multinational companies. Implemented itSMF ITIL framework, automation

and monitoring to create virtual and lights out data centers.

Recognized as an industry expert in Java, wireless communications and

internet technologies, I have presented at many global trade

conferences, including the International Internet Associate Symposium,

Sun World, Riscon, Networld+Interop, Cebit, Java Internet Business

Expo and Java One.

Excellent interpersonal and leadership skills with a results focus,

continually getting the job done on time and within budget. I have

always been a self starter, with motivation to succeed and inspiring

others to do the same, becoming the role model in IT for other to

follow. Member of the boards of directors for several organizations,

providing guidance and leadership to achieve goals.

Publications, Patents and Presentations:

EU EP1012761 (Shopping Cart Mounted Portable Data Collection device;

Updated; Co-Developer)

US #6314406 (Customer Information Network; Co-Developer)

US #6275477 (Campus Area Pager System; Co-Developer)

M. McManamon and J. Antalvari, "Multi-Stream backup technologies",

Computer Reseller News, 1994.

"NLM Technology to backup multiple streams", NetWorld Magazine and

presented at Network/Interop, 1995.

"JavaOS on StrongArm and Intel handhelds", Telxon, Comprehensive

developer and user manual,1996.

"Convergence of Wireless Technologies enabling End-to-End Inventory

Tracking", 2009 World Congress on Computer Science and Information

Engineering, EI Compendex, ISTP, and IEEE Xplore paper # 1298.

Member of Panel Intelligence, providing insight and direction to

organizations on Technology, Media and Communications.

Previous work experience:

Mental Health Services, Inc.

7/08-Present

CIO, Director of IT

Establish technical policy and direction for the organization as a

whole. I have responsibility for all aspects of technology

including Medical Records, Billing and financials, CRM, Application

development and support, Infrastructure, Security and Compliance,

EDI/B2B, Budgeting and purchasing as well as planning and

direction. Some of my major accomlishments include

o Developed and rolled out new electronic medical records system

based on MS Sql and a custom Web 2.0 .NET front-end

o Managed CRM development and rollout

o Re-architect data, voice and video wan achieving a 73% cost

reduction

o Implement EDI with Cuyahoga county and the state of Ohio

o Impleneted virtual infrastructure, achieving performance boost

and consolidation

o Developed new funding streams for operations

Professional Technology Services, Inc. 11/99-Present

Chief Executive Officer (Part Time)

I focused on delivering innovative solutions to fill the customers

business and technical needs. Established partnerships with

several leading vendors including Cisco, Sun, Microsoft and HP.

o P&L Repsonsibility

o Entrepreneurial startup focused on managed and outsourced

services

o Managed and outsourced services for private, government and non-

profit institutions

o Developed and serviced client base of over 200

FirstEnergy Corp. 5/04-

7/08

Enterprise Systems lead

I began work at FirstEnergy in 2000, consulting for corporate IT,

focusing in the areas of internet technologies, customer service

and EAI. I became a W2 employee in 2004, performing many duties

including Domain Principal and Subject Matter Expert as well as

leading Enterprise Systems with responsibility for the 24x7

operation of all systems, applications and networks at FirstEnergy.

As Infrastructure Technical Lead, I am responsible for the

successful implementation of all technology initiatives. As well

as leadership, I provide strategy and direction enterprise-wide and

performed as a lead on the Application Review Board and facilitated

Change Management.

o Implemented WebMethods B2B/B2C/EAI solution

o Managed technical teams in areas of security, internet, midrange

and infrastructure

o Responsible for all midrange systems controlling nuclear

facilities

o Integration lead on several tracts in GPU/FirstEnergy merger

o Converted WebSphere platform to SAP Netweaver

o Implemented F5 and Apache to create a secure, HA customer facing

infrastructure which achieved 100% availability over three

years.

o Infrastructure Technical Lead; SAP ERP 2005 upgrade

o Data center build and relocation infrastructure lead

o Overall responsibility for implementing ITIL framework across IT

o Implemented visibility, metrics and accountability

Sherwin Williams Company 5/02-

5/04

Technical Security

As lead in the technical security operations group, I had

responsibility to develop, implement and enforce IT security

policies across the organization. As well as policy, governance

and audit, I had responsibility for firewalls, VPN, IDS and IPS,

Virus and spyware systems.

o Developed and implemented messaging and collaboration (Jabber,

LAMP)

o Lead midrange, messaging and security teams

o Installed Openview/NNM and integrated into help desk

o Developed and enforced comprehensive IT policies

o Worked several merger and acquisition initiatives as

infrastructure lead

o Created EAI/B2B/B2C solution

o Facilitated change across IT

PRS Group (Credit General Insurance)

6/98-2/00

Director of Technical Services

I had overall responsibility for desktop, network services, call

center, global EAI and mainframe.

o Created website allowing end users to purchase, bind and print

insurance policies online, achieving 100% revenue growth of $63

million within 6 months.

o Re-architected wan and data center achieving significant cost

savings and improved reliability

o Implemented ERP (JDE on AS400) and Data Warehouse/BI (Business

Objects)

o Migrated from Netware to Windows and GroupWise to Lotus Domino

o Transformed business from 8x5 to 24x7 and implemented DR/BC

policies

o Implemented new help/service desk and call center

Telxon 6/96-

6/98

Senior Systems Engineer

Provided all other departments in the company with technical

consulting and architecture services. For the pre-sales

organization I designed and recommended network infrastructures and

systems for many of our larger clients, ranging from single

department networks to the global wan arena.

o Worked with Sun developing Java

o Developed Network Computing and Thin Client technologies

o Created standards and developed wireless networking

o Created the first converged wireless infrastructure including

voice, data and pager

o Worked on several patents relating to technologies I developed

o Created PoC and solutions for many customers

Healthcare Benefits, Inc. & Inland Seas Boat Company

1/95-Present

Chief Information Officer (part-time)

As Chief Information Officer, I have overall responsibility for not

only the organizations technology direction and strategy, but for

all our clients as well.

o Established global wireless communications infrastructure

o Created and implemented hospital management system including

patient smartcard record storage management

o Created medical infrastructure in Sierra Leone, Kazakhstan, Peru

and other locations

Tecmar / Rexon, Inc. 5/91-

6/96

Director, Global Information Systems

As Director of Global Information Systems at Tecmar/Rexon reporting

to the CEO, I developed and managed all corporate technology

resources worldwide. Also responsible for developing several

successful turn-key enterprise backup solutions and gained

experience working in engineering, manufacturing, support, DVT and

help desk.

o Lead all IT merger projects globally to success (Rexon, Tecmar,

WangTek, WangDAT, Sytron)

o Implemented ERP (Manman) and streamlined business processes

o Created global converged voice/data wan

o Created internet presence, growing sales and improving customer

service

E.Q.S. systems & Computer Aided Solutions

8/88-5/91

IS/Support Manager

Architected solutions for many customers as well as in-house use.

Provided systems and network installation, technical support and

training for clients.

o Architected and implemented 500+ node Sun network for CAD/CAM

and PCB layout

o Implemented in-house network and CRM system

Education:

Carnegie Mellon University

Masters of Science in Information Technology/Technonogy Management

Candidate

Kent State University

Bachelorate of Science in Technology, Summa Cum Laude.

Associate of Science degree with distinction.

Security Clearance:

NRC 10 CFR 73.56 Unescorted Nuclear Access, active as of 21

November, 2005.

Professional/Technical Certifications:

Cisco CCNA; Sun VAR and Java Certification; IBM Technical

Certification; Novell CNE and others

Contact this candidate