Manager Customer Service

Thomas R. Mitchell

**** ****** ***** **** • Avon, Ohio 44011 • 440-***-**** • ********@*******.***

SUMMARY

A driven and accomplished TOP INFORMATION TECHNOLOGY EXECUTIVE with demonstrated capabilities in application

integration, business intelligence, platform support, project management, application development, customer

relationship management, integrations and conversions. Utilizes excellent leadership skills to ensure superior

contributions from employees. Implements cost-effective solutions to dynamic technological issues.

EXPERIENCE

National City Bank, Strongsville, Ohio

Senior Vice President/Segment Information Officer of Channel Systems, 2008-2009

• Oversaw software engineering teams with 25 full time technical staff and over 100 total project team members charged with

development of enterprise scale ERP/CRM systems in 2,550 retail locations, including Siebel, Salelogix and custom application

software.

• Assembled team and implemented new analytics business intelligence suite, providing insights into client behaviors by segment.

• Improved product development and customer service.

• Established sales performance management system strategies, including coaching and incentive compensation.

• Managed engineering team through creation of innovative service-oriented enterprise view of customer portal.

• Provided employees unprecedented access to client information in real time.

KEYCORP, Cleveland, Ohio

Senior Vice President, Director of Enterprise Data Architecture, 2005-2008

• Built and led a new data architecture practice and team charged with strategy and optimizing value of company information assets.

• Collaborated with leadership, establishing governance program, driving culture of quality.

• Led team creating training programs to educate software groups on business process and data modeling.

• Assembled cross-organizational working group, establishing information management policies and standards.

• Coached and challenged team to develop tools for protection of private customer information in over 1,500 retail locations.

• Provided analytics support expertise to business and data analysts across entire corporation.

• Drove out duplication in customer management systems by enhancing systems and business processes.

Vice President/Division Manager of Integration, Reporting and ERP/CRM, 2004-2005

• Provided leadership, vision and coaching for 120 team members in application integration, business intelligence, ERP/CRM

development and platform support.

• Led teams responsible for high-volume transaction processing systems, supporting 3,000,000 transactions daily.

• Managed $8,000,000 cost center budget, with positive 1% variance to plan.

• Oversaw $40,000,000 capital budget and CRM project teams, deploying to 900 nationwide retail branches. Exceeded plan and

achieved measured financial benefits of $188,000,000 in 2005.

• Directed creation of service-oriented architecture (SOA) strategy, driving success of CRM program, leveraged by the enterprise.

• Integrated new wire transfer system, managing $1,000,000,000 daily transactions, fifth largest processing volume nationwide.

Vice President/Division Manager of Enterprise Application Integration, 2002-2004

• Oversaw and developed 60 team members in quality engineering, development methodology, middleware platform management,

services development and integration broker/messaging.

• Led integration platform and infrastructure support teams, leveraging CICS proprietary systems, webMethods and application

server platforms WebSphere and .NET on scalable infrastructure, supporting enterprise usage.

• Defined business case with both operations and architecture teams for multimillion-dollar integration platform, demonstrating

significant technology labor cost savings.

• Saved $2,100,000 in vendor licensing, as executive sponsor of four vendor partners.

• Spearheaded rollout of rational unified process across 1,500 technology associates, establishing structured, consistent and

predictable project delivery methodology.

Thomas R. Mitchell, Page 2

Vice President/Division Manager of Financial Systems, 2001-2002

• Led division of 30 across three development teams, managing core accounting and financial systems.

• Contributed support to procurement, accounts payable, general ledger, fixed asset accounting and forecasting.

• Coached project managers through grades of Oracle Financials ERP and Ariba Procurement.

• Developed system to automate XML and EDI invoice receipt for high-volume suppliers. Improved accuracy and reduced

operational staffing.

IT Manager, e-Commerce and Lead Delivery, 1997-2001

• Contributed to business-to-business e-commerce product development team as IT specialist.

• Developed business case to support new set of e-commerce products for corporate customers.

• Negotiated new ASP relationship with leading Ariba e-Procurement vendor.

• Oversaw $6,000,000 project budget, implementing externally facing, online procurement solution. Integrated solution to bank

payment processing systems.

• Fostered team innovation, resulting in deployment of payment processing solution based on XML technology.

• Delivered new workflow system for commercial sales to manage opportunity pipeline. Provided seamless integration with sales

automation systems and enabled new management reporting capabilities.

ADDITIONAL EXPERIENCE

WESTFIELD GROUP, Westfield Center, Ohio, IT Manager, PC/LAN Technical Support Group, 1992-1997.

Held responsibility for support team servicing 1,600 users in installation, configuration and support of desktop/network

infrastructure. Led creation of automated call distribution (ACD) management processes, supporting IT help desk

efficiencies. Drove desktop support productivity improvements 15% through coaching of resources/continuous

refinement of processes. Analyzed and developed software.

TECHNICAL SKILLS

Systems: Siebel, Saleslogix, Oracle Financials, Data Warehousing

Hardware: Midrange to Mainframe, Application Server and Middleware Integration

Software: .NET, webMethods, WebSphere

Languages: C#, VB.NET, ASP.NET, JAVA, COBOL, XML, EDI

EDUCATION

CASE WESTERN RESERVE UNIVERSITY, Cleveland, Ohio

M.B.A., Management Information Systems, 2003

KENT STATE UNIVERSITY, Kent, Ohio

B.B.A., Computer Science, 1992

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