Customer Service Project Manager

WILLIAM C. REAGAN

*** ******* ****** • Sagamore Hills, OH 44067

Phone: 216-***-**** or 330-***-**** • E-mail: **********@**********.***

Career Profile

I am an IT professional who is driven by a passion for high-tech business solutions that deliver the greatest value

to an organization. At CMHA, I utilized my experience in a wide-variety of technologies to save the organization

over $500,000 a year. At Ohio KePRO, I was instrumental in achieving new business and growth that helped it

become a nationwide respected organization. I am dedicated to improving efficiencies and processes throughout

an organization. The work I have done, throughout my career, has received praise from various national

organizations, such as AT&T and Anixter.

Professional Experience

CMHA – Cleveland, OH 2006 - 2009

The public housing authority for Cuyahoga County.

Director of Information Technology

Responsible for implementing continued improvement towards the organization's future growth and to enhance

its infrastructure/web site, including completely restructuring the IT department. Responsible for the network

environment, which included 50 remote sites, 75 servers, and 1,300 users. Managed 20 staff members and a $2

million budget.

Key Results:

• Made extensive changes to the infrastructure, including consolidation/elimination of wasteful

procedures and improving efficiencies, which dramatically improved performance.

• Extensive project management.

• Achieved a $400,000/year cost savings by redesigning the enterprise wide voice/data systems and

negotiating a new contract, which also reduced wasteful spending.

• Extensive budget management with self-developed tools to track expenditures and reduce spending.

• Responsible for evaluating all software/hardware development and acquisitions, including

implementing extensive integration into an existing software system.

• Re-evaluated existing ERP software package used by the organization to run its core business. Worked

with the vendor to completely change the level of service the company was receiving, due to numerous

problems, and negotiating with the vendor to address our needs to make the application more stable.

• Implemented a new HRIS system utilizing ADP, which replaced all HR and Payroll functions.

• Redesigned the company’s Intranet/ web site and implemented new on-line processes to improve

efficiencies, which allowed us to build web-based solutions that saved the organization over $100,000.

• Also responsible for the IT division and network within CMHA’s police department.

• Created a police vehicle tracking system, along with a fully functional dashboard computer system, to

connect all vehicles back to headquarters.

• Saved the organization $70,000/year on its cellular contract through extensive vendor negotiations.

• Provided strategic leadership to align the organization for future growth, implemented company-wide

changes that improved efficiencies and processes, and improved the company’s infrastructure and IT

related services. Reorganized a 20 employee IT department to take better advantage of their skill sets.

• Implemented a state-of-the-art, multi-tier, web security plan, which protected all internal systems,

along with contract negotiations with an outside vendor to provide a final level of security.

• Achieved a $4,000/month savings in postage by implementing a new mailing machine, automating

mailroom functions, and streamlining dozens of processes.

• Implemented wireless devices for all employees, along with a GIS Tracking system, to better leverage

mobile resources.

• Converted the company from Novell to Microsoft including GroupWise to Exchange.

Ohio KePRO, Inc. – Seven Hills, OH 1999 - 2006

The QIO (Quality Improvement Organization) for Ohio, specializing in Medicare and Medicaid.

Manager of Information Technology

Leading IT strategies and initiatives to achieve corporate goals. Implemented new procedures to increase

efficiencies and automate existing processes. Responsible for all new technical proposals to acquire new

business. Network environment included numerous servers running Oracle, Microsoft, and GroupWise.

Supported a large remote staff across the state.

Key Results:

• Built the entire infrastructure from the ground up.

• Considerable software design, implementation, maintenance, and automation. Created a software

package, currently being used across the country by providers, to perform data abstraction. The software

package was acknowledged by CMS as being extremely beneficial.

• Developed a data warehouse used across the country.

• Developed an extensive IT tracking database to track help desk calls, inventory, and personnel.

• Worked extensively on various network projects that impacted multiple divisions across the country.

• Ohio KePRO’s IT department was rated the best by CMS, out of 53 QIO’s across the country.

• Designed and implemented a state-of-the-art web site, which tripled the amount of web traffic, and

provided an on-line shopping area. This gave providers the ability to login to share confidential

information and the ability to register for conferences. Ensured the web site was 508 compliant.

• Created an entire IT department based on existing systems and future requirements to strengthen the

quality of service. Proactively made adjustments that kept the company running smoothly with no

interruptions to customer service or employees.

• Replaced and maintained an entire phone system with voice mail.

• Worked on an expansion project that doubled the size of the current office location.

• Utilized VPN to connect traveling employees and field representatives.

• Installed and maintained a security system.

• Worked directly with an Oracle database that housed millions of records.

• Executive management team member, participating in all strategic planning decisions and directing the

future growth of the company, through new business and internal growth.

• Implemented a new scanning technology, for off-site data collection, to automate procedures.

• Worked directly on multiple federal contracts.

• Created a training program, using state-of-the-art technology, that helped to reduce staff.

• Designed and implemented a company-wide Intranet for sharing information, which automated

numerous routine tasks.

• Improved efficiencies to increase performance and reduce costs.

• Received numerous praise for the IT department's teamwork and customer service-focused attitude.

Alpha Technologies, U.S. L.P. – Akron, OH 1998 - 1999

A manufacturing company specializing in tire testing equipment.

Lead Analyst

Responsible for ensuring IT department was aligned with corporate goals. Second in charge in the absence of the

CIO. Required to overhaul existing system to bring the company up-to-speed with current technological trends

and position the company for future growth. Worked extensively with the board of directors.

Key Results:

• Immediately began overhauling systems and processes to increase efficiencies and stabilize the core

technology base, which reduced department spending by 25 percent.

• Direct supervision of the help desk, network and hardware support personnel at the local office and

the division in Swindon, England. This provided a challenge, due to cultural differences, but through

team building activities, both IT departments started working together for the first time.

• Worked on projects on an international level, which required extensive project management to ensure

all aspects were accounted for and that the needs of all divisions were satisfied.

• Overseeing help desk support, on an international level (Asia, Africa, Europe), to support all sales

personnel, enabling them to remotely connect to the network.

• Researched a way to connect all international sites through the use of the Internet and frame relay,

which reduced monthly costs by 50 percent, and increased efficiencies, by moving to voice over IP.

• Began implementing a new network infrastructure to replace out-dated equipment.

Delta Systems, Inc. – Streetsboro, OH 1992 - 1998

A manufacturing company specializing in the marine and lawn industry.

IS Supervisor/IS Manager

Transformed an industry leader into a state-of-the-art organization, through automation, initiatives, and

implementations. Responsible for managing information systems for the entire production warehouse, including

automation, assembly lines, maintenance, and shipping. Responsible for all programming endeavors.

Key Results:

• Installed, from the ground up, an entire network infrastructure, which increased productivity by

providing a more robust network. This advanced system was used for tours by the vendor, Anixter.

• Created and programmed a finance, HR, manufacturing, inventory, and payroll system,

utilizing a 4GL language (Progress). These new systems provided an increase in efficiencies and

automation, and the ability to perform a wide variety of tasks, not previously offered.

• Created a new office location, and worked on an expansion project.

• Created an entire department and positioned IT to provide the company with state-of-the-art

technologies and services needed to enter the 21st century.

• Developed relationships with vendors to reduce the costs of hardware and software by over 25

percent.

Awards/Recognition

Member of the board for the national group ENUG

Chairperson for the American Health Quality Association’s IT Network (hundreds of members)

Chairperson for the CMS Systems Workgroup (hundreds of members)

Chairperson for the National Quality Net Conference (over 1,000 attendees)

World Wide Web Health Award for best graphic design and most innovative web site

Fourth Annual E-Healthcare Leadership Award – Platinum level for Ohio KePRO’s Web Site

Horizon Interactive Award – Bronze award for Ohio KePRO’s Web Site

The Communicator Award – Award of Distinction for Ohio KePRO’s Web Site

The Communicator Award – Award of Distinction for an interactive CD-ROM

Education

Walden University

MBA in Information Technology and Knowledge Management (4.0 GPA)

University of Akron

B.S. in Business Management of Information Systems

University of Akron

B.S. in Computer Science

American Academy of Project Management

Certified Master Project Manager

Progress Corporation, Boston

Certified Master Progress Programmer

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