Manager Customer Service

ARTHUR L. LEVINE

***** ********* 949-***-**** (H)

Mission Viejo, CA 92692 949-***-****(C)

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

IT INFRASTRUCTURE EXECUTIVE

Transformational IT Infrastructure leader with proven track record of achieving operational excellence

goals in large, multi-business global organizations. Key competencies include:

Service Management Application Team Partnering

Sourcing/Vendor Management Six Sigma

Infrastructure Architecture Financial Management

Infrastructure Technology Leadership /Performance Management

PROFESSIONAL EXPERIENCE

CAPITAL GROUP COMPANIES, Irvine, CA 2001- 2009

(A privately-held global investment management company with over $1 trillion in assets under

management)

Vice President – Service Delivery, (2008-2009)

Directed End User Services team of 120 employees providing desktop, voice, WAN/LAN, server and

Call Center support at 5 locations throughout North America. Led a team of five Site Senior Managers,

one Building and Construction Senior Manager, and 20 Managers. Managed $45M budget.

Drove process maturity enhancements in Incident and Change Management. Increased service levels

on urgent and high incidents from 70% being resolved on time to 96%. Incidents resulting from

changes dropped from approximately 50% to 20%.

Conducted external benchmarking assessment to measure cost efficiency, and identified

opportunities for improvement through outsourcing.

Renegotiated service contracts with three key vendors resulting in $2.8M annual savings.

Vice President – Infrastructure Support Services (2005-2007)

Directed Infrastructure Planning and Design teams in the Server, Storage, Database and Network areas.

Led 130 employees. Managed $60M budget

Implemented VMWare in Windows environment and virtualized 400 server instances,

saving/avoiding $4M.

Developed roadmaps for key technologies, and linked them to application development team plans.

This allowed the applications teams to plan for testing of infrastructure upgrades, and coordinate

their releases accordingly.

Outsourced database administration operational work to a firm in India, saving $1M/year.

Created a first responders team to handle cases 24 x 7, thereby freeing up server, storage and

database admin resources to work on their projects and greatly reducing overtime and on-call

responsibilities. Voluntary attrition dropped from 20% to less than 10%.

Implemented MPLS network and associated management tools, adding voice over IP and video over

IP to the environment. Quality of voice and video calls improved as a result.

Arthur L. Levine - 949-***-**** Page 2

CAPITAL GROUP COMPANIES (cont’d)

Vice President – Telecom Support, (2001-2004)

Directed distributed telecom support organization of approximately 100 employees focused on network

technology and PC/telephony support. Dotted line responsibility for 15 employees in Europe and Asia.

Managed $30M budget.

Developed centralized Network Operations Center with limited “follow the sun” coverage in Europe

and Asia. Reduced operating expenses by 10% year-over-year.

Drove customer service focus in Call Centers and improved satisfaction ratings of Good/Excellent to

99% from 85%.

Led start-up of new Call Center in Phoenix.

Evaluated and selected the most cost-effective solution at that time for routing calls between Call

Centers.

ROCKWELL AUTOMATION, Milwaukee, WI 1998-2001

(A $4.5 billion manufacturer of factory automation equipment)

Vice President – IT Infrastructure, (2000-2001)

Director – IT Infrastructure, (1998-2000)

Led entire Shared Services Infrastructure team (300 employees), including Server/Mainframe

Operations, Database Administration, Voice/Video/Data Networking, Help Desk, Desktop Support,

Lotus Notes E-mail, Calendaring and Notes Application Development. Managed $80-100M budget.

Established Shared Services Infrastructure organization, bringing together 8 previously autonomous

business units. Created SLA’s and implemented metrics.

Chaired the Rockwell Architecture Board consisting of representatives from all Rockwell

businesses. Accomplished the mission of providing a common infrastructure throughout the

enterprise. Redesigned the governance process.

Established e-business Infrastructure team to facilitate the B2B Internet initiatives for both the

customers and the supply chain.

Led infrastructure rollout for PeopleSoft ERP implementation in Canada and Europe.

GE PLASTICS, Pittsfield, MA 1984-1998

(A $7 billion developer and manufacturer of industrial plastics)

Manager – IT Strategic Sourcing, (1997-1998)

GE Plastics representative on a GE-wide team evaluating outsourcing Help Desk and Desktop Support

functions.

Manager – Global Network Engineering, (1987-1997)

Planned and implemented the expansion of the IP network into Europe and Asia. Led contract

negotiations with various PTT’s.

Manager – Data Center, Mt. Vernon, IN (1986-1987)

Managed the start-up of a mainframe Data Center focused exclusively on the Manufacturing process.

Linked mainframe network with process control networks on the plant floor.

Manager – Data Communications, (1984-1986)

Design, implementation and operation of an SNA network.

Arthur L. Levine - 949-***-**** Page 3

GE CREDIT CORPORATION (now GE Capital), Stamford, CT 1977-1984

(A large, diversified finance institution involved in credit and collection operations globally)

Manager – Microcomputer Technology, (1982-1984)

Designing and implementing solutions for linking mainframes and PC’s.

Manager – Network Facilities, (1980-1982)

Contract and vendor management of carriers and other network providers.

Supervisor – Network Control Center, (1978-1980)

Management of 24x7 NOC

Specialist – Network Control Center, (1977-1978)

Troubleshooting and testing of circuits

TRANSACTION TECHNOLOGY, INC, New York, NY 1974-1977

(Information technology subsidiary of Citibank)

Field Engineer

Installation and repair of ATM’s and credit authorization terminals

EDUCATION

BA, University of Connecticut, Stamford, CT – Summa cum Laude

Business Administration and Communications

PROFESSIONAL DEVELOPMENT

ITIL/Service Management

Backdoor Selling and Negotiation Skills

GE Management Development Curriculum

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