Customer Service Management

Joseph (Joe) T. Hardiman

** ***** ****, ********** ** 10974

Technology Executive

CIO, CTO, VP Technology, VP Development

Core competencies: starting, managing, re-organizing, rescuing, scaling and optimizing technology organizations. Deep experience with leading-edge technology coupled with a strong legacy systems background. Ground-breaking e-Business experience. Strong hands–on technology experience coupled with Fortune 500 level business management experience as a P&L owner.

25+ years of experience. 7 years at the Fortune 500 level

100% goal and results focused

Former Bell Labs developer

Fortune 500 client level consulting experience

Current competency and in leading edge technologies (OOD/OOP, Agile/Scrum, Frameworks, etc.)

RFP/RFI and Vendor relations experience

Relaxed, personable, open-door management style

Extremely strong planning, modeling, budgeting, business management and risk management skills

Particular expertise in the “care and feeding” of organizations that rely on ego-centric leading edge technologists and technology focused managers

Board level communication and presentation skills with a knack for effectively explaining and justifying complex technology to non-technical executives. Strong executive “mentoring” skills

Ability to effectively link the technology organization to the financial goals of the enterprise and to manage against published goals

Reference-able track record for building and operating efficient, goal focused organizations and for maintaining a positive, friendly working environment with excellent retention and job satisfaction

Extensive industry contact list. Excellent, high-level, recent references

Industry experience: e-business, ERP, networking, telecommunications, securities, retail, catalog, transportation, distribution and warehousing, consulting, insurance, public safety, industrial.

Professional expertise: technology management, business management, planning, staffing, design, development, operations, optimization, cost take-out, compliance, risk mitigation, disaster planning, security, staffing, budgeting, business planning, vendor relations, contracts, non-traditional internet businesses, start-ups, business operations, turn-around specialist, SaaS, offshore outsourcing, contract software, software product development, cloud system & solutions, strategic partnerships, funding, M&A.

Professional Experience

September 2008 - Present PFE Systems, Inc- A consulting firm specializing in the re-engineering and enablement of businesses and organizations using leading edge SaaS/Cloud solutions along with business goal focused development and implementation strategies.

President - PFE was founded to introduce cloud technology into non-traditional markets, especially the retail, catalog, public safety and governmental sector. The company provides SaaS (Software as a Service), consulting, development management, implementation, project management and operations consulting to “late adopters” of leading edge technology and niche markets. Secondary specialization in e-business and digital systems architecture. Also have significant recent experience in M&A and funding due diligence.

Client highlights:

Lenox: Rescue of failed Direct-to-consumer platform implementation. Full re-platform

Rainbow Shops: Full Direct-to-Consumer systems platform replacement (SaaS/On-Premises Hybrid)

Ashley Stewart: Full web system replacement, contingency plan and fulfillment center move.

Burlington Coat Factory: Full web system replacement and e-commerce business realignment. Integration of a new web platform with Oracle/Retek.

Gifts that Give.com: Acting CIO. Business plan and operations plan. Negotiated fulfillment contract, operations software contract, development contract. Due diligence on taxation issues (charity aligned web site). Cutting edge Facebook integration (one of the first fully integrated web stores embedded into Facebook). Launched summer 2011.

A.C. Moore: E-Commerce business analysis and recommendation. “Fast track” business improvement plan (successful). “Next Generation” E-Commerce direction.

Demandware: E-Commerce sales and marketing training for Sr. Sales Representatives. “How to Sell to a CIO” Training.

Various: Due diligence support for private equity firms seeking investment in SaaS firms or retail segment

May 2001 - July 2008 Charming Shoppes, Inc- Charming Shoppes was the country’s largest ($3 billion/year) bricks-and-mortar specialty retailer for plus-sized women. CSi was the parent company of Lane Bryant, Petite Sophisticate, Fashion Bug and Catherines brands. CSi is now part of the Ascena Group (Dress Barn).

Vice President, E-Commerce & Chief Technology Officer: Seven years as e-commerce technology and e-business operations lead for a multi-brand $3 billion/year, 1750 store retail and direct-to-consumer enterprise. Started and led the New York City based division that designed, developed and operated the e-commerce web platform and all related systems. In addition, I wrote the operating plan for CSi’s entrance into the direct-to-consumer retail channel. This included the planning execution and operation of all four retail branded web sites, and all of the underlying technology, business operations, process and procedure. The underlying technology included the core ERP system, order management system, warehouse management system, product information system, content management system, customer service system, CRM system and interfaces to corporate legacy systems. My division’s responsibility included systems design, systems development, technical operations, business operations, web design, quality assurance, strategic partnerships, customer service operations and fulfillment. I had secondary roles in overall corporate technology oversight, M&A due diligence and corporate “vision”. During my tenure as CTO the business progressed from $0 in 2001 to $200MM in 2007, exhibiting a 38% CAGR at peak growth, against an internet industry average of 19%, with 14% to the bottom line in 2007. In 2004, lanebryant.com was listed in the top 10 garment e-commerce sites by Internet Retailer magazine. The business was profitable 24 months after start-up. I had 38 FTE reporting to me in NY, including 2 vice presidents and 3 directors, with an additional 13 “dotted-line” reports in the bricks-and-mortar divisions. I left when Charming merged the NYC division in 2008.

2000 - 2001 Alight.com – A pure-play women’s apparel dot-com

Chief Technology Officer- I was brought in by the Alight’s CEO to accomplish a turn-around by restructuring a failing technology strategy. I accomplished this goal and went on to lead the sale of the restructured company to Charming Shoppes(above) to form the core of Charming’s direct-to-consumer e-commerce business.

1990 - 2000 Communication Technology for Business– CTB is a management and technology consulting firm with a Fortune 500 client base.

Consulting Practice Manager- I was the technology consulting practice lead for the execution of numerous multi-year business operations and technology projects.

Engagement highlights:

Sea-Land (sea-port containerized shipping point of event automation)

Priceline.com (web system scalability analysis and recommendation)

Metropolitan Life Insurance (full ERP replacement to GAAP standards prior to de-mutualization);

Hess Oil (supertanker loading/unloading dockside automation);

Phillip Morris (80,000 seat MS Exchange deployment);

South Carolina State Ports Authority (sea-port containerized shipping point of event automation);

CSX railroad (rail car database relational data model).

1983 - 1990 Transaction Processing Systems, Inc – A consulting firm focusing on leading edge high rate transaction processing technology

President and Practice Manager- I was responsible for the solicitation and execution on multi-year business operations and technology projects for the following companies: Telcordia(Bellcore), New York Stock Exchange

1982 - 1983 Bridge Communications (Now 3Com)

New York regional engineering manager- I managed all technical design and technical support activities in the New York metropolitan area for this technology start-up. Bridge Communication pioneered the introduction of enterprise wide local area network technology.

General Skills: technology management, product development, proposal development, contract negotiation, technology/business “vision”, operations modeling, vendor relations, disaster recovery, datacenter design, operations management, business management, structure, governance and accountability, business re-engineering, process engineering, budgeting, staffing, team building, mentoring, productivity enhancement, training, team retention, Sarbanes-Oxley (SOX), PCI compliance, MS Office “power user”, MS Excel expert, MS Project, MS Visio

Systems: Great Plains, SAP, Oracle, Millennium, STS point-of-sale (POS), E3, Audit Works, FASCOR, Lawson, Manhattan Associates, Oracle/Retek, Demandware, ATG, Oracle Cloud Commerce, many more

Technologies: software architecture; Object oriented design, object oriented programming (OOP); detailed systems design; system functional specifications; product selection (RFP/RFI); data modeling; database design; network design; ERP; mobile computing; industrial computing; SDLC; AGILE/SCRUM; LAMP; software development; system platforms (Microsoft, Linux, AS/400 I Series, Mainframe 3090, RS-6000, Windows, System 88 / Stratus, .net (dot net), IIS, Site Server, Exchange); programming languages (JAVA EJB, C C++ C#, Visual Basic, PHP, Perl, HTML XHTML CSS, JavaScript, PowerBuilder, Pascal, RPG II/III, PL/1c, Assembler, COBOL); database (ORACLE, SQL Server, MySQL, UDB, ERWin); middleware (MQ Series, Microdecisionware)

E-Commerce/Internet: technology planning, technology management, budgeting, staffing, business management, forecasting, business organization, business planning, operations planning,

Education: New Jersey Institute of Technology – Computer Science & Electrical Engineering

Personal: Health: Excellent Marital Status: Married 32 years, 2 daughters, ages 23 and 26

Miscellaneous: Member, Village of Sloatsburg planning board; Certified NY State Volunteer Firefighter- 30 years: Certified in First Aid, CPR and AED qualified; New York State Certified Emergency Vehicle Operator; Certified rescue diver. Past president, Sloatsburg Fire Department, Rockland County Department 15; Member, Firefighter’s Association, State of New York (FASNY); Member, New York State Association of Fire Chiefs; Member, National Fire Protection Association (NFPA); Amateur Radio Operator (HAM) holding FCC license KC2JIQ; Member, Amateur Radio Relay League (ARRL)

Additional experience and recommendations available at: http://www.linkedin.com/in/jhardiman

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