Manager Customer Service

Kurt A. Galle

**** *. ******** **. . **********, SC. 29726 . 803-***-****

******.**@*****.*** . WWW.LINKEDIN.COM/IN/GALLEK

IT DIRECTOR / SR. IT MANAGEMENT

Vision, Leadership and Experience brings RESULTS

Strategic Vision & Alignment . Governance & Policies . Staff & Resource

Management . Project Management

Customer Service . Technical Support . Network & Systems Engineering .

Operations . Enterprise Applications

CAPEX / OPEX, Budgeting & Forecasting . Infrastructure Security &

Monitoring . Vendor & Contract Mgmt

. Multi-Industry Professional: Portable technical, managerial, and

customer service skills, proven across multiple industries with

leading private and publicly traded companies.

. Global & Multi-Location: Experience managing Geographically Dispersed

Teams and career long exposure to Global / Multi-site Infrastructures,

Enterprise Applications and Telecommunications.

. Broad Infrastructure and Application Experience: From Mainframes to

Handhelds; Proven track record defining, researching, selecting and

deploying "Right-Sized, Right-Fit" business solutions.

. IT Governance: Experience managing projects and departments under

COBIT and SOX 404 frameworks, leading audit prep and remediation

efforts and served as primary IT liaison to both internal and external

Audit teams. Proven change agent, providing level headed leadership

through crisis/chaos.

. Legacy System Migration / Integration: Multiple project experience

dealing with Legacy Application / Data migrations and utilizing

current technology to interface with & extend useful life of legacy

apps.

. Career Track (current first): Dir Global IT, IT Dir, Dir Development,

Development Mgr, Mgr Technical Architecture, IT Mgr, Sys Engineer, Sys

Analyst, Sys Software Support Analyst, Operator.

PROFESSIONAL EXPERIENCE - Projects & Technology

October 2009 - Present Southeastern Industrial Rock Hill, SC.

Buyer / Purchasing Agent / Expediter

Private company focusing on Commercial & Industrial General Contracting,

Metal fabrication and Machining.

Job requires careful attention to detail, managing the following

responsibilities:

. Identifying, evaluating and selecting the best possible suppliers on

multiple criteria (price, quality, availability, reliability, etc.) &

developing a good rapport with inside / outside sales associates.

. Buying general and specialized equipment, materials, tools and

supplies; negotiating the lowest attainable price while ensuring

product is received on time.

. Purchase Order/Cost Account entry & accurate Receiving of product

against PO in Maxwell Accounting System.

. Resolving Vendor/Supplier issues that arise; looking for new ways to

provide good service by researching problems thoroughly and thinking

creatively through each situation.

. Ensure job-site materials, supplies, and tools are available to

General Manager, Project Managers and Site Foremen to complete

projects on time and on budget.

. Manage Just-in-time Demand of materials, supplies and tools for

Operations Manager and shop personnel to ensure the right amount of

product is received when it is needed.

March 2006 - March 2009 3D Systems Corporation Rock Hill, SC.

Director, Global Information Technology

Publicly traded, High Tech 3-D Manufacturing solutions provider with ten

office locations worldwide.

Directed globally dispersed IT staff to provide all components of IT

Operations, Infrastructure Support, Applications Management, and

Governance. I also contributed hands-on in Infrastructure Design,

Technology Selection and Project Management. This Sr. Staff position

reported directly to the President / CEO and required daily interaction

with CFO, VPs, BU leaders, Directors and all levels of corporate management

and personnel.

Project Highlights

. Managed the following projects for Oracle eBusiness Suite ERP

Implementation: Global Infrastructure, Legacy Data Migration and

establishment of User/Account Security and Segregation of Duties.

. Provided turnaround management for SOX 404 Governance program by: 1)

Creating a single IT Process narrative to identify all Risks &

Controls. 2) Defining a clear IT audit strategy to retain detailed,

actionable audit information of key controls. 3) Creating ERP

Segregation of Duties (SOD) matrix & Bi-annual recertification

programs to ensure preventative controls are reviewed periodically.

. Served as primary IT Liaison for internal/external Audit teams.

. Produced a multi-year Strategic Roadmap for process and technology

improvements in order to mature environment by standardizing,

refreshing and hardening the infrastructure & critical applications.

. Managed corporate office technology projects: Premise cabling,

Wireless, LAN & WAN, Telecom, IP telephony, Call Center, Paging

system, Facility Security, Video Surveillance, A/V &

Copier/Printer/Fax/Scanner.

. Relocated / Migrated corporate office technology and Data Center

operations from CA to NC. Achieved annual cost savings of 70% by

introducing server virtualization to reduce physical server count &

collocation rack space.

. Cut US Telecom costs by 50%, ultimately bringing US costs to 10 year

record lows while increasing service & capabilities. This effort

included an International VOIP solution between US, UK and DE to

eliminate inter-office communication costs and provide direct

extension dial & voice conferencing features.

April 2000 - February 2006 American Lubefast, Inc. Lawrenceville, GA.

Director, Information Technology

Privately owned and operated Automotive Service Company with 70 store

locations throughout the Southeast US.

Primary departmental functions were to provide timely POS system support to

70 store locations throughout the Southeast US, Manage

Operational/Infrastructure Services, and provide on-demand consolidated

business metrics to Regional, District, and Corporate management. In this

hands-on role I handled all IT Project, Staff and Departmental management

responsibilities plus many technical roles. This Sr. Staff position

reported directly to President / CEO and required daily interaction with

CFO, VPs, DMs, RMs, corporate & store-level personnel.

Project Highlights

. Proposed & Implemented multi-phased technology improvement initiative

to: 1) Establish a multi-state Private Network utilizing cost-

effective DSL based MPLS technology. 2) Standardized POS software &

equipment. 3) Build in-house Data Center to migrate POS from hosted

Citrix ASP servers to internal MS Terminal Server Farm. 4) Develop

vendor specific electronic replenishment systems & centralized

purchasing.

. Implemented multi-tiered COGNOS ReportNet, PowerPlay, & Framework

Manager Infrastructure and directed the development of a Point-in-Time

sales scorecard system to track KPIs and provide BI analysis services.

. Developed database and data ETL routine using MS SQL DTS, pulling

store level transaction data from legacy POS files & consolidating

into MS SQL tables for sales scorecard system, data mining and

analysis services.

. Worked closely with Loss Prevention Director to improve Inventory

Control processes, tracking & management.

. Coordinated multiple facets of corporate office construction project.

Designed & implemented premises cabling system for both voice & data.

Coordinated move of all IT equipment & telecommunications.

. Responsible for maintaining MS / Great Plains Dynamics financial

system, associated servers and MS SQL databases; managing patch

applications, applying annual updates, version upgrades and

troubleshooting.

June 1999 - March 2000 Utilipro, Inc. Atlanta, GA.

Positions held: Director, Development (acting) & Development Manager.

Subsidiary of Atlanta Gas Light, delivering billing systems and services

for the deregulated Utility Industry.

Hired as Development Manager to focus on production improvement projects;

was soon called upon to oversee the entire department as interim

Development Director. Responsible for directing staff of 16, including an

Oracle development team, IBM MQ-Integrator (NEON) / MQ-Series data

transformation team, Microsoft Web development team, and Oracle Database

Administrators.

Project Highlights

. Interfaced with utility providers, state regulators, and customers

across the US to address/resolve technical issues.

. Orchestrated numerous process improvement efforts to streamline

(automate) production processes, performance tune daily production

jobs, & identify control / audit points to ensure process quality.

. Established corporate standard practices & change management

procedures (SDLC methodology) for software development and production

control.

. Directed the development of a multi-service Web Enrollment / Order

Entry system which interfaced directly with service provider order

management systems via XML.

. Managed Oracle Developers & Database Administrators providing

development & production support.

June 1987 - May 1999 NAC International Norcross, GA.

Positions held: Mgr Technical Architecture, IT Manager, Sr. Systems Eng,

Systems Eng, Systems Analyst

Atlanta Fast-Tech 50 Nuclear Engineering and Consulting Firm.

As Mgr of Technical Architecture, I was responsible for Network and Systems

Engineering, Design, Implementation, and Support to both internal and

external customers; for external customers I provided pre-sales technical

support and perform on-site technical surveys with a focus on

Infrastructure requirements to deliver enterprise-wide Document / Image

management systems. As the corporate IT Manager, I was responsible for all

global technical and operational support, internal IT Project, Staff &

Departmental management, plus many technical roles. In previous technical

roles I was the most senior technical staff member responsible for both

technical and operational support.

Project Highlights

. Managed multiple Lotus Notes development projects to interface with

legacy applications, consolidate reporting solutions and automate

internal workflow approval processes.

. Implemented Fulcrum Knowledge Management system with Novell, Lotus

Notes, ODBC, & Web integration.

. Implemented PC DOC's Document & Image Management systems.

. Designed & implemented a Secured LAN to host a large government

classified database. Network based on Fiber Optic Ethernet & Novell

Netware configured & augmented to C2 Security / Auditing

specifications and providing technical support and assistance to the

Security Officer (CSO) on all security related issues.

. Assisted Security Officer (CSO) with build-out of Secured Facility

(SCIF) designed to meet tempest security requirements, including BMS,

motion, infra-red security systems, & information security & emissions

control.

. Designed & implemented classified point-to-point multi-user dial-up

host for remote facility file transmission which resulted in large

monthly savings over costs of using government classified network.

June 1984 - June 1987 Unisys (Sperry) Corporation Roseville, MN.

Positions held: Systems Software Analyst - Customer Support Center

Main responsibility was to supervise and coordinate the analysis and

resolution of problems reported to the Customer Support Center concerning

the MAPPER10, SYSTEM11, and 2200 mainframe releases. These were the first

of a series of OS1100 based "mid-frame" systems Unisys released as turn-key

platforms. The technical support members had to be knowledgeable and able

to support ALL hardware components and ALL software options.

1. SWIFT and CHAPARRAL COMMAND POSTS : Selected and participated as key

member in the central hub of support for both the 2200/200 and

MAPPER10 / SYSTEM11 systems prior to and following their release.

2. 2200/200 SYSTEM INTEGRATION and TESTING (SI&T) : Selected to worked

with the SI&T group to design and test the 2200/200 system and support

procedures. Developed and documented the Maintainability Test Plan

plus updated many software and installation documents for this effort.

3. EMERGENCY SUPPORT - Was called upon to travel to customer sites to

provide emergency on-site maintenance to 2200/200 and MAPPER10 /

SYSTEM11 systems when field support personnel where unable to correct

problems within a reasonable amount of time.

August 1983 - February 1984 SPERRY Corporation Bloomington (Mpls), MN.

System Operator - Customer Access Center

This was a temporary position as Full time operator on a SYSTEM 80

mainframe at Twin Cities Customer Access Center. Interacted with Sales

Staff and customers to provide system demonstrations and to benchmark

customer applications.

TECHNOLOGY EXPOSURE

. Systems: Dell Power Edge Servers, Dell & NetApp Storage Area Network

(SAN), Dell Desktop / Laptops, Wyse & HP Thin Client computers, Compaq

Servers, Sun Enterprise Servers, HP PCs & NetServers, MTI Disk

Subsystems, Netframe Servers, DEC Alpha Workstations, Sun

SPARCstations

. Operating Systems: VMware ESX 3.X, Virtual Center, & VMotion. MS

Windows Server (NT - 2008), MS Terminal Services, MS Windows (3.x - XP

Pro), Citrix MetaFrame, Redhat Linux, Novell Netware ( 2.x -4.11),

Portable Netware, IBM OS/2 (2.x - Warp), SUN (Solaris & SunOS), AT&T

SVR4 Unix, MS DOS

. Communications Equipment: CISCO: Core Switches & POE Switches,

Voice/Data Routers, ASA/PIX Firewalls, IPSEC/SSL VPN, Call Manager /

Call Manager Express IP/VOIP telephony, IPCC Call Center, and Managed

Wireless. OTHER: Dell PowerConnect Gigabit Switches, Watchguard

Firewall, Sonicwall Firewall, Lucent Legend/Magix Telephone

system/Voice Mail, 3Com 10/100Mbps Switches, Checkpoint Firewall for

NT, Eicon X.25/OSI Gateway, Shiva LanRover, Novell Lanalyzer, STU III

Encryption

. Application/Database Software: Oracle eBusiness ERP (Global

Financials, Procurement, Order Management, Service, Supply Chain), MS

SQL (2000-2005), NoetixViews, Noetix Oracle Reporting, Noetix

Dashboard, MS Exchange (5.5 - 2003), Tech Excel Help Desk, MS Office

(97-2007), MS Project (97-2007), McAfee (ePolicy & Virus Shield), MS

SQL DTS, COGNOS (ReportNet, PowerPlay, & Framework Manager), Radiant

Systems CompuCarCare POS, MS Great Plains Dynamics, MS FrontPage,

Oracle 7.x/8.x, Developer 2000, PL/SQL, MS IIS, MS MTS, MS Interdev,

Lotus Notes / Domino Admin, PC DOCS (DOCS Open & DOCS Imaging),

Fulcrum KNET, Deltek (Costpoint & Electronic Timesheets), Seagate

Backup Exec, Arcserve, Norton Antivirus

. Engineering Software: SolidWorks, AutoCAD, ANSYS (FE/CAE)

Security clearance

Department of Energy (DOE) "Q" Level, TOP SECRET. Status: INACTIVE

CERTIFICATIONS

Microsoft Certified Systems Engineer (MCSE) with MS Internet Information

Server (IIS)

Certified Novell Administrator (CNA)

Education

Brown College - Minneapolis, MN.

Technical Certification and Diploma in Computer Programming

This technical program included detailed studies in ASSEMBLER, COBOL, IMS,

RPGII, FORTRAN, and BASIC.

CONTINUING Education

. Unix System Administration and Shell Programming

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