Shaun Wilhelm

*** ***** **** **.

Modesto, CA ***50

Phone: 408-***-****

abqv4a@r.postjobfree.com

INFORMATION SYSTEMS & SERVICES PROFESSIONAL with 25+ years of experience meeting

and exceeding customer requirements. Demonstrated success managing cross-functional projects and

sustaining valued customer-support relationships. Proven track record managing internal and

customer-facing business processes across Fortune 100 company.

Professional Summary: Specializing in deep commitment to I.T. customer satisfaction and business unit

partnerships, with superior team results across a global organization. Drove accountability across I.T. for

delivering value-based, customer-focused applications. Consistently sought out by others, both in I.T. and

other departments, to provide assistance, direction, and business solutions. Provided leadership and long-term

focus on improving business process issues. Excellent verbal, written, and presentation skills.

Experience and Accomplishments:

Independent I.T. Consultant and B&B/Winery Owner August 2002 – Nov 2012

Hilmar Cheese Company, Hilmar CA

Senior I.S. Analyst May 2012 – August 2012

Provide I.T. support to the Corporate Quality Assurance group. This included needs assessment,

requirements gathering, business process review, project prioritization, and strategy formation.

Lead cross-functional team to determine company direction/solution for product ingredient

traceability.

Worked with business users and I.S. developers to create Audit Management System.

Select Source Intl (Janssen Pharmaceutical), South San Francisco CA

Microsoft SharePoint Consultant August 2011 – Oct 2011

Collaborate with business and IT stakeholders to elicit user and technical requirements through

interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use

cases, business analysis, and task and workflow analysis.

Analyze requirements, resolve requirements conflicts, and create functional and technical requirement

specifications.

LifeScan, Inc. (Johnson & Johnson), Milpitas CA November 1993-

Jan 2010

Information Technology Manager – (February 2009 - Jan 2010)

Facilitated dynamic approach to support expanded Intranet and Internet business requirements for global

Medical Device business.

Resourced team expansion to meet both internal and external project requirements. This included

managing both onshore and offshore personnel (full time employees and contractors).

Collaborated with Information Technology team to redefine Business-Relationship and Solution-Delivery

roles and responsibilities.

Resolved long-standing, vendor-access issues for connection to project collaborative workspaces.

Worked across J&J Business Sector teams to determine strategy and deploy tactical approach for

migration from eRoom to SharePoint collaboration tools. Developed user guidelines and mass conversion of

eRooms to Team Sites.

Forged agreement with Legal to effectively address need for Internet Content Authority approval role.

Satisfied numerous concerns of J&J’s Worldwide Internet Compliance Office for MyOneTouch site.

Identified all LifeScan Internet sites, and worked with J&J to begin migration to a new standard

technology platform. Composed required capital appropriation request documentation and obtained necessary

management approvals. Created ongoing site-content support strategy.

Resolved issues with recently launched web sites (Latin America and MyOneTouch) as well as numerous

post-launch, intranet-functionality issues with J&J Global Services.

Information Systems Manager- (April 1996 - February 2009)

Offered, and accepted, to convert from contractor to regular employee (I.T. management position).

Demonstrated passion and commitment to customer service, issue resolution, and providing technology-based

business solutions.

Assumed management of Information Technology’s Intranet/Internet group. Implemented site-access

analytics solution (WebTrends). Directed development team and other Information Management technical and

leadership-based personnel. Piloted use of Information Technology project-portfolio solution (ITM). Adhered

to Johnson & Johnson architectural standards and policies.

Supported Marketing and Customer Service departments with rollout of 30+ LifeScan Internet sites,

including e-mail correspondence management tool.

Drove global intranet project and strategy for 2008 year-end implementation: Worked across multiple

departments for development of content and web site. Provided “Lessons Learned” from previous intranet

engagements to leverage leading practices.

Developed in-house solution to transition contractors/off-shore support of Pharmacy point-of-sale rebate

program, for Medicare and Medicaid payments. Coordinated improvement process with third parties across

three states (Texas, North Carolina & Wisconsin), resulting in cycle-time reduction from 30 days to 15 days

for rebate payments to pharmacies. Business value impact was on increased customer satisfaction and time-

savings to field sales teams (previously being “chased” by pharmacies for rebate status).

Worked with numerous hardware and software vendors, as well as outside contractors (Tata Consulting),

to establish appropriate desktop software solutions, in alignment with corporate standards.

Assisted with Business Continuity Program in 2008: Updated and prepared the team for recertification in

April and the training for crisis simulation in October.

Maintained responsibility as key liaison between Sales/Marketing and the Information Technology group.

Provided enhanced solutions and services per Sales and Marketing business needs.

LifeScan representative of several Johnson & Johnson I.T. teams, including intranet, Internet, and

Knowledge Management.

End User Support Analyst/Supervisor (contractor) – (November 1993 - April 1996)

Supported Sales and Marketing end users with support of their desktop computers. Resolved end users

issues, in-house and remote, with LifeScan standard and non-standard software and hardware.

Advised end users on the purchase of software and hardware. Provided on-site software training.

Installed/repaired computers, monitors and printers.

Significantly strengthened the relationship between the Information Systems Department and its

customers by providing superior service and acting as a "go-between" to prevent potential conflicts.

Supervised five other End User Support Analysts. Provided training, leadership and guidance.

Infomax (Computerland) San Jose CA

Service Manager/Microcomputer Technician March 1988 – Nov 1993

Provided hardware support for outside customers, including large corporate accounts. Responsibilities

included repairs, upgrades, installations, Sales-demo hardware support and customer expedites. Supervised

two inhouse technicians and one onsite technician.

Facilitated substantial increase in service revenue and level of service even as Sales increased 400%.

Computer Skills and Software Summary:

Training completed and extensive experience using numerous hardware, software, and infrastructure products

including: Apple, Compaq, IBM, Novell, Microsoft Office Suite, MS-Mail, SharePoint and Internet Explorer

(server administration), Lotus Notes (code development and server admin), ITM and Clarity project portfolio

management, Webtrends, Tacit e-mail Knowledge Management tool, eRoom, Drupal/Open Source, and

Google Analytics. Knowledge and skills adhering to corporate and industry standards: computer systems

validation (CSV), GxP, quality system software development and validation (QSSDV), CFR Part 11,

DMAIC/Six Sigma, software development lifecycle (SDLC), and change control process.

Education:

Bachelor of Arts in Criminal Justice, California State University Sacramento.

Personal:

Owned/operated bed & breakfast/winery 2002-12.

Coached boy’s high school basketball for 10 seasons (3 different schools in Northern California).

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