Manager Customer Service

JOHNHENNESSEY

P.O. Box ***

e-mail: ****.*@****.***

Lincoln, MA 01773-0325

781-***-**** tel. Download smaller Adobe Acrobat PDF version

781-***-**** fax

SUMMARY: Over twenty years experience primarily as a manager and consultant in information and networking, and telecommunication technology, with a strong emphasis on financial services industry. Strong management and technical skills on "break through" projects aligning business needs to technologies to increase competitiveness, boost performance, and reduce costs.

Current member, Elderly Housing Committee, Weston, MA

co-chair Weston Democratic Town Committee

Various Non-Profit Activities e.g. -

2002 - 2007 Board Member Brain Injury Association of Massachusetts

1995 - 2003 Board Member & Chair The Evergreen State College Foundation

Olympia, WA

1989 - 1991 Board Member & Chair Courtyard Condominium Trust

Condo Board: 47 Harvard Street, Charlestown, Massachusetts - 78 units

HMG, Inc.Independent Consulting

newmedia - DIRECTOR - Startup firm: Internet, multimedia software & services

1995 - present Web site development & hosting services, consulting, e-commerce for commercial and non-profit enterprises.HMG, Inc.Independent Consulting

1994 - present Small Business -Strategic planning, brand development, financing, marketing, distribution for start up firms.

Financial Services - Assisted First Union National Bank in its evaluation of financial marketing workstations and other customer Service technologies, Explored options for developing connectivity between 'back end' production systems and client workstations.

Information Technology - Designed CIO symposium on new user interfaces for mainstream business applications for Cambridge Technologies Partners to build client relationships.

Telecommunications - Research new product distribution channels for networking device startup.

DIRECTOR - Systems Integration Bureau -

Office of Management Information Systems (OMIS)

1992 - 1993 Responsible for introducing new technology, including client/server, CASE and relational databases, to a traditional data processing organization which depended largely on 1970's technology and practices.

Directed re-engineering and development efforts for PARIS (Personnel Administrative Reporting Information System), $2.4 million annual budget.

Managed multimillion dollar projects providing design and implementation support to a large scale Information Technology effort to reengineer most of the Commonwealth's statewide systems, supported by a $100 Million plus bond bill. Implemented State's first statewide client/server system.

Created "Open" access to enterprise information stored in mainframe systems (e.g. through the use of middleware) to both "empower" information owners and get "the data out of jail" for the Commonwealth's managers.

Directed over thirty systems professionals of Office of Systems Integration in introducing new technologies to state government by pioneering the application new techniques and tools.

STRATEGIC SYSTEMS CONSULTANT - Retail Marketing / Strategic Systems

1989 - 1991 Conceived, designed and supervised marketing strategy and technical direction for Financial Advisors Workstation, targeted to "high end" investment advisor .

Product Manager for Fidelity Investors Express and Fidelity Online Express - online brokerage systems

Designed, developed and managed Fidelity Investments Customer Information Server (FICIS). Provides information from Fidelity's production information systems directly to distributed customer applications, using client server architecture. Draws information from 20+ production systems in three cities, and to customers through PC, fax machine and automated voice systems.

MANAGEMENT CONSULTANT - Information & Telecommunication Systems

1988 -1989 Managed case advising on conversion from single site database, operations, and data processing architecture to a dual (3090) site distributed architecture for 650 branch Brazilian bank. Achieved excellent technical solution to strategic banking challenges.

Designed and developed "state of the art" office automation system and 1,000 plus workstation local area network for new headquarters campus facilities of major international bank in Jeddah, Saudi Arabia. Resulted in complete office automation design, reports and analysis, blueprints, and bidding specifications.Bankers Trust VICE PRESIDENT - Credit Policy

1987-1988 Managed development and operation of the RAROC Facility System, global portfolio management system for all credit assets of the bank's $50 plus billion asset portfolio. (Risk Adjusted Return On Capital) is Bankers Trust's risk evaluation methodology, similar reserve requirement techniques later adopted by Federal Reserve and FDIC.

Coordinated development of mainframe portion of $1 million plus system which collects information from all operational credit and MIS systems of the bank for .

Implemented reporting and inquiry of databases on the mainframe, on workstation local area network: using a fourth generation language, and an executive information system. MANAGEMENT CONSULTANT - Information & Telecommunications Technology

1983-1987 Original Manager of the Distributed Data Processing effort for the firms National Office. In charge of team that developed and implemented the strategy for decentralizing data processing.

Design and development work on primary online brokerage system for major investment bank, using ADABAS and NATURAL in an IBM mainframe environment.

Designed and supervised Systems and User Acceptance Testing process of microcomputer based Store Manager's Business System for large chain of stores.

Coordinated operational review of technical services (e.g. CICS, MVS, IMS, etc.) for "Fortune 100" MIS Department which untangled a system software environment nightmare.New Hampshire - Office of State Planning PLANNER/MODELER - Economic Development

1979 - 1981 Major activities focused on economic research and planning for executive branch of state government. Including: Municipal finance database and analysis programs; Computerized models and grants tracking program; Programs for fiscal impact of tax exempt property for special legislative committee.Harmer Steel Products VICE PRESIDENT - Operations

1978 - 1979 Revived family specialty steel business dealing in rail and caraway materials. Developed and implemented marketing strategy; bought out principal competitor; reduced large inventory; produced first catalog, returned to healthy profitability.Education:

1983 M.S. Computer and Information Systems, Hanover, NH

[Hybrid graduate degree combined MS Computer Science with MBA]

1977 B.A. Economics and History, Olympia, WATechnical Background:

Extensive Internet, web, and networking experience in design, operation and development

Marketing and technical design, development, and implementation work on applications over the World Wide Web / Internet.

Consulting for Financial Services systems for many commercial banking, investment banking, brokerage, mutual fund, and operations clients.

Detailed microcomputer hardware and software experience from before the development of IBM PC, including working in Arthur Young's National Office Microcomputer Technology Group from 1983 to 1984, and involvement in Dartmouth's campus wide networking and Macintosh strategy (1981-83) and Arthur Young's firm wide implementation of Macintosh Audit systems, to my current work today.

Client / Server design, evaluation and implementation of software and hardware for distributed data processing, local area networks, wide area networks, telecommunications, imaging, public data networks.

Wide experience in database design, administration and tuning using many different database management systems (DBMS).

Information systems planning, building new application development environments, software analysis, design, development, testing, implementation and operation.

IBM, Unisys Honeywell, and even GE mainframes; AT&T, STRATUS, TANDEM and Hewlett Packard minicomputers; and IBM, Apple, Compaq, Dell, and many other personal computers.

Extensive experience with HTML, SSI, PL/1, NATURAL, MS/Windows, Visual BASIC, FOCUS, PASCAL, MS-DOS, BASIC, C, UNIX, Macintosh development and JCL; operating environments include MacOS, NATURAL, ADABAS, DB2, MVS, CICS, COMPLETE, VOS, WIN32 and NT.

visitors since 2/20/2010:

last modified:, John Hennessey

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