Customer Service Manager

Phone 401-***-**** (cell)

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

** ****** ******

Cumberland, RI 02864

Wade P. Richmond

Online FLASH version available at:

http://www.wowresume.com/resumehosted/112***********/index.html

Objective To acquire a senior leadership position with a progressive

company, where significant experience in the field Information

Technology, attention to detail, business acumen, and firm

commitment to the highest standards and ethics will prove

mutually beneficial to both my employer and myself.

Education 1980 - 1984 Bryant University,

Smithfield, RI

BS in BA - Computer Information Systems

Certifications: GISO (Global Information Security Officer)

CBCP (Certified Business Continuity Professional)

ITIL Foundations

Profile Technical Expertise: Skilled in mainframe, client/server,

mid-range, and PC hardware, software, and operating systems,

Microsoft Servers Technology (Windows 2000/2003, Active

Directory), Microsoft Desktop Technology (Windows 2000, Windows

XP, Office 2003), SAP, Oracle, UNIX, EMC Clarion, MS Hyper-V, MS

Exchange, MS Active Directory, MS BPOS, and various POS systems.

Innovative: Constantly seeks new ways to accomplish goals,

improve methods, enhance quality and increase productivity.

Project Management: Orchestrated numerous complex projects;

integrates long and short range plans; develops goals, sets

priorities, and tracks budgets.

People Management: Orchestrated several key IT/HR infrastructure

efforts including the creation of competency based job families

and associated positions, several compensation and benefits

benchmark studies, and employee development/succession planning

projects.

Financial Management: Responsible for development and oversight

of $160 Million IS budget. Generates profits through creative,

cost-effective approaches.

Business Acumen: Understands business case for project; able to

prioritize systems to achieve maximum return on investment.

Views IS as a service department to facilitate the business.

Professional June, 2007 - Present Sensata Technologies,

Experience Attleboro, MA

Director of Global IT Infrastructure & Risk Management

Responsible to protect the confidentiality and integrity of

company information, and maintain the technical mechanisms for

legitimate access to it.

Information Security -

Define security architecture & strategy including data

protection and retention, intrusion detection/prevention,

network security, and host-based security

Direct information security risk assessments and serve as the

thought leader for information security at Sensata

Implement the organization's information security policies and

procedures and monitor compliance among employees, contractors,

partners and other third parties

Initiate, facilitate, and promote activities to foster

information security awareness within the company

Business Continuity Planning -

Direct the preparation of the Sensata disaster recovery and

business continuity plans for information systems

Governance -

Monitor internal control systems to ensure that appropriate

information access levels and security clearances are maintained

Partner with organizational stakeholders at all levels to ensure

that the information security program is serving the needs of

Sensata.

Infrastructure / Operations -

Direct the efforts of in-house architecture

design/implementation of all relevant technology infrastructure

components.

Direct the responsibilities of selected off-shore out-sourcing

partner (HCL) relative to client services, help desk, Wintel,

Unix, network, information security, and data center operations.

May, 2006 - June, 2007 Brooks/Eckerd Pharmacies,

Warwick, RI

Director of Corporate Business Systems

Directs three teams of business system analysts, as well as the

EDI team, who act as liaisons between the U.S. based business

departments and the systems development teams in Montreal

Canada.

Create, recommend, and adopt techniques, standards and

methodologies to apply to the business analysis discipline

Research emerging and available retail products in the industry

Meet regularly with the business to identify opportunities for

enhancements as well as assess scope and impact of business

needs

Manage business expectations, including advising them of risks

of business requests.

Participates in the development of the business case with cost

and benefit dimensions for proposed IS projects that will be

used by management for funding and scope decisions.

June, 2002 - May, 2006 GTECH Corporation, West

Greenwich, RI

Global Enterprise Security Manager

Responsible for developing/directing the Technology Risk

Management function within IT:

Business Continuity Planning - direct the development, tracking,

& testing of all corporate (national and international)

crisis/disaster recovery processes, as well as overseeing the

documentation & maintenance of Business Unit continuity plans

Information Security - direct the analysis & development of

comprehensive security program, policies, standards, and

guidelines across all technology platforms (national &

international); oversee the design & implementation of a

corporate wide Security Awareness program

Intellectual Property - represented IT in all intellectual

property initiatives across the corporation, including creation

of IP guidelines, document labeling/retention standards, and

secure document disposal processes

Privacy - represented IT in all privacy initiatives across the

company (inclusive of supporting this efforts via effective

Information Security practices and/or processes)

Oct, 2000 - Nov, 2001 Citizens Financial Group,

Providence, RI

Vice President -Technology Risk Management

Responsible for developing/directing the Technology Risk

Management area within IT:

Business Continuity Planning - direct the development, tracking,

& testing of all IT crisis/disaster recovery processes, as well

as overseeing the documentation and maintenance of all Business

Unit continuity plans

Information Security Management - direct the analysis &

development of security administration across all technology

platforms; oversee the design & implementation of a corporate

wide Security Awareness program

Technology Risk Management - direct the development &

administration of identification, documentation, tracking, &

resolution of all technology related risks; primary interface

for internal and external (ie FDIC) examinations

IT Skill/Career Planning - direct the efforts between IT & HR

department to identify required training/development needs to

effectively carry out the company's & departments mission and

goal; work closely with HR to analyze & develop enhanced IT

attraction/retention program(s), with the goal of ensuring

"world class" programs

Customer Service - charged with developing & implementing a

Technology & Operations Customer Service organization (new

function within IT); established "best practices", and provided

a single point of contact for escalation & resolution of all

Technical and/or Operational issues or concerns.

Communications - charged with developing & implementing a

Technology & Operations Communications organization (new

function within IT); provided the basis for Knowledge

Management, Technical Writing, and Internal Communications.

July, 1998 - Oct, 2000 CVS Corporate Headquarters,

Woonsocket, RI

Director IS Administration Services

Responsible for developing & directing the following areas

within IS:

Crisis/Disaster Recovery - direct the development, tracking, &

testing of all IS crisis/disaster recovery processes

Enterprise Security Administration - direct the analysis &

development of security administration across all technology

platforms as well as the physical security within the Data

Center

Service Level Administration - direct the development &

administration of monitoring the degree to which IS successfully

meets established service levels within client areas, actively

seeking to improve those levels

IS Facilities Planning - direct all IS space utilization within

the physical building; also responsible for representing all IS

needs in the design & development of a new building housing a

30,000 sq. ft. Data Center as well as 200,000 sq. ft. of

additional office spac

IS Financial Management - direct the development,

administration, & reporting of total IS budget, asset

management, & system plans; additionally, fill key role in IS

Senior Management team in the development of the IS Strategic

Plan

Telecommunications Financial Management - direct the

administration, analysis, & reporting of enterprise-wide

telecommunication budget

IS Skill/Career Planning - direct the efforts between IS & HR

department to identify required training/development needs to

effectively carry out the company's & departments mission and

goal; work closely with HR to analyze & develop enhanced IS

attraction/retention program(s), with the goal of ensuring

"world class" programs

Nov, 1994 - July, 1998 CVS Corporate Headquarters,

Woonsocket, RI

Data Center Manager

Responsible for supervision of Data Center Operations (staff of

15), Polling Control Operations (staff of 6), and Production

Control (staff of 13), as well as associated payroll of over

$1.5 Million.

Manage & maintain enterprise Data Center of over 7500 sq. ft.

(raised floor)

Managed integration of strategic client/server initiative into

Prod. environment, while maintaining flat head-count. Included

OLTP system & Data Warehouse applications.

Implemented C.O.L.D. technology to eliminate corporate-wide use

of microfiche, reduce mainframe paper usage substantially, while

providing significantly improved customer service.

Feb, 1997 - Jan, 1998 CVS Corporate Headquarters,

Woonsocket, RI

Acquisition Integration Manager (special project)

Responsible for planning, coordinating, managing, & executing

the rollout of CVS store systems to 2,600 Revco stores

(acquisition) to be completed by January, 1998; coordination of

conversion activities included the following ...

Install new POS and back-office systems

Install new Rx systems and convert existing customer/doctor/drug

data

Install new VSAT communication devices

Re- merchandise & re-sign stores to coincide with conversion

Train all store-level personnel

Manage dedicated project team of over 40 individuals, comprised

of multi-department and multi-vendor representatives

Manage WarRoom (project office) of 24 individuals across

multiple shifts, 5 days per week, 24 hours per day

Manage, schedule, & track staff of 150 contracted field

technicians to complete the installation of CVS store systems &

subsequent conversion of Revco stores

Manage & coordinate all MIS shutdown activities associated with

closing former Revco headquarters in Twinsburg, OH

Feb, 1993 - Nov, 1994 CVS Corporate Headquarters,

Woonsocket, RI

Store Systems Support Manager

Coordinated POS rollout & Rx rollout to successful conclusions

in 1200+ sites, including training, procurement, implementation,

installation, coordination with vendors, etc.

Managed Polling Control area responsible for nightly polling of

all POS sites.

Managed Communication Support area for support and resolution

of all terrestrial and VSAT communication issues.

Coordinated the implementation of a new Pharmacy system which

was rolled out to 1100+ sites in 1st quarter of 1994, including

Training, procurement, implementation, installation,

coordination with vendors, etc.

April, 1990 - Feb, 1993 CVS Corporate Headquarters,

Woonsocket, RI

POS Systems Analyst

Analysis and design of all POS applications, as well as Host

communications and Sales Transaction processing.

Heavily involved in POS vendor comparisons and decision.

Key responsibility for coordinating all POS Pilot and Rollout

activities, including training, procurement, implementation,

installation, coordination with vendors, etc.

June, 1984 - April, 1990 Hills

Dept. Stores, Canton, MA

POS Administrator / Programmer Analyst / Programmer

Responsibilities included analysis and design of all POS

applications.

Directly supervised POS programming staff.

Lead technical person for all POS development

Maintained and upgraded ADCS used for Host communications.

Coded and maintained Mainframe applications as assigned in COBOL

using IDMS, CICS, and VSAM file techniques.

References Available Upon Request

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