Manager Customer Service

Derek Brooks ********@*****.***

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

Midlothian, Virginia 23114

Executive Profile

IT Program Manager PMO Director Outsourcing Turnarounds Large Organizations

Consummate Program and Management Executive with 15 years experience managing the technical

solutions that drive growth and profitability in challenging and competitive markets. Strong

leadership, motivation, communication and analytical skills. Combines cross-functional expertise in:

- Mission-Critical Program Management - Strategic Vision & Planning

- Contract & Vendor Negotiations - Budget & Financial Planning

- Systems Migrations/Transitions - Complete Product/Solutions Rollout

Areas of Expertise

Strategy & Tactics Alignment. Focus organization and leadership to drive consistency in product

management, development and operations tactics.

Vendor and Partner Management. Build and manage working relationships defined by strict SLAs

and ongoing measurement.

Strategy Development & Execution. Define strategic technical direction, market trends, IT value

proposition, and appropriate operating/financial models.

Professional Experience

Director, Information Technology

A National Sales Agency, Richmond, Virginia (2005 - Present)

Direct the strategic information technology efforts and manage the technology teams for the largest

entertainment booking agency in the country.

Outsourced IT operations to gain flexibility and reliability

Outsourced IT development to reduce cost and improve bandwidth where needed

Overhauled all IT processes and implemented SLAs to provide better end-user experience

Developed a comprehensive Technology Strategy to prepare for a corporate expansion efforts

Saved more than 20% after renegotiating several key supplier agreements

Managed the ongoing development of proprietary software and developed a roadmap for

growth

Senior IT Manager – PMO Leader

Capital One Financial, Richmond, Virginia (2002 – 2005)

Drafted to build a Program Management Office at the hub of a $400MM IT back office infrastructure

replacement program. Led the IT program office team consisting of budgeting, reporting, logistics,

communications, and vendor management functions.

Managed regulatory relationships with auditors and developed internal risk-control procedures

Developed and implemented a suite of integrated standards and procedures that mirrored

industry best practices (ITIL, PMBOK)

Drove bottoms-up data collection practices that allowed for effort-based budgeting and actuals-

based progress tracking at the project and program level

Senior IT Manager – Application Manager

Capital One Financial, Richmond, Virginia (2001 – 2002)

Responsible for the development and ongoing support of inbound and outbound customer service

telephony applications that handled more than 1MM inbound calls and 100K outbound calls per day.

Successfully balanced shared IT development resources across multiple lines of competing

businesses

Grew telephony platforms to handle over 1MM calls per day with 100% service availability

Managed a project portfolio of 30 rotating open projects through a staff of matrixed developers,

analysts, and project managers

Managed a Development Quality Initiative that brought software development to within a 2%

defect rate without substantially affecting project throughput or cost

Vice President, Project Management

Financeware, Inc., Richmond, Virginia (2000 – 2001)

Directed a team of product managers, project managers, and developers in the rapid design and

development of statistics-based financial planning web applications.

Managed the development of a basket trading system for a national brokerage firm

Collaborated with several national brokerages in the development and customization of financial

planning software based on individual requirements for client/advisor collaboration

Developed successful RFP responses and managed the development of client implementation

plans

Vice President, Information Technology

Scott & Stringfellow, Inc., Richmond, Virginia (1996 – 2000)

Directed the teams charged with developing and supporting applications for the firm''s brokerage

operations. Managed software development, third-level application support, systems and database

administration, and nightly operations.

Managed an $11M outsourcing relationship for back-office mainframe services

Responsible for all applications; HR, accounting, sales, and back-office

Managed an operating environment of dozens of Microsoft-based servers

Reduced development costs through an implementation of source control and an object library

Established project management standards to guide and track internal and 3rd party

development

Worked with a leading software vendor to define and develop an email compliance system that

resulted in early compliance to industry regulations and a 40% license discount

Professional Affiliations

Member, PMI (Project Management Institute)

Member, IEEE (Institute of Electrical and Electronics Engineers)

Education

Studied Physics and Secondary Education, Virginia Commonwealth University

University of Richmond, Management Institute for Executive Education

Project Management for Information Technologies Professionals, IIL

Contact this candidate