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Senior Director of Governance Services

Park Hill, OK
March 20, 2018

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Senior Director Vice President

Area of Focus: Operations/Governance Services

Qualifications Profile

Goal-driven, methodical, and performance-focused professional with experience in governance management services, project and operations management, new product development, budget administration, and information technology. Expert at executing Lean Six Sigma methodology; developing innovative solutions; overseeing operational strategies; identifying deficiencies and potential opportunities; coordinating team efforts; and leading corporate-wide IT project implementations toward company growth. Equipped with well-defined critical thinking, problem-solving, and leadership aptitudes, along with excellent communication, and interpersonal skills to establish relationships and work with individuals of diverse backgrounds.

Core Competencies

Risk and Change Management

Profit and Loss (P&L) Responsibilities

Process and Gap Improvement

Root Cause Analysis and Conflict Resolution

Strategic Planning and Implementation

Revenue and Profit Growth

Forecasting and Cost Control

Staff Training and Supervision

Program and Product Development

Finance and Budget Administration

Professional Experience

Information Services Group (ISG), Oklahoma City, OK

Director of Governance Services Apr 2015–Present

Oversee ISG managed services, one of the company’s fastest-growing business units and a major contributor to revenue, EBITDA, and long-term strategic success

Offer first-rate financial, commercial, relationship, performance, and governance management services to Fortune 500 companies

Determine and formulate new strategies and closely manage global resources to obtain company goals, financial forecast, and business objectives

Handle the development of plans and individual talents within the organization, drive improvements in leadership, as well as operational functions essential to the firm’s productivity optimization, such as product promotion and placement

Analyze, create, and execute new standards and guidelines for all production departments to enhance efficiency

Blue Knight Energy Partners, Oklahoma City, OK

Business Process Consultant May 2014–Mar 2015

Conducted in-depth Six Sigma analysis for executive members regarding process gaps; facilitated company-wide business process improvement (BPI) program for gap enhancements; and determined lost revenue of over $800K

Established the change control board for Business and IT divisions and processes for implementations

Served as Six Sigma master black belt instructor and developer of BPI program, while collaborating with the senior management in executing business process modeling including process analysis, design, and implementation

Efficiently oversaw customer expectations and communications with stakeholders, external partners, business leaders, and process improvement project teams

Rendered key insights on processes, efficiency, and cash flow cycle enhancements to executive leadership and board members, as well as coordinated changes and trained affected business units

Took charge of conducting process flows; coordinating 47 IT builds and deployments; identifying and assessing issues on systems and processes; and simulating and testing process improvements

Impulse Energy Consultants, Oklahoma City, OK

Director of Operations Aug 2012–Mar 2015

Directly supervised Information Security, Network, Unified Communications, and Mobility teams and deployments, as well as company infrastructure

Held accountability for hiring, training, and oversight of Cisco Certified Internetwork Expert (CCIE)-level engineers

Efficiently handled forecasting and budgeting; cost management, data analysis, and business process improvement; web filtering and mobility security solutions development; and intrusion detection system (IDS) and intrusion prevention systems (IPS) design and implementation

Utilized ITIL and Lean Six Sigma methodologies in providing process and gap improvement feedback

Served as senior project manager in charge of negotiating contract tenants on multimillion-dollar projects

Rendered consultative advice on ITIL standards to aid in creating change control boards, as well as on security measures to provide layered penetration protection for IT departments

Digital Warehouse, Oklahoma City, OK

Director of Operations Jul 2010–Jul 2012

Implemented project management and design architecture for multimillion-dollar deployments; spearheaded the Purchasing Department; as well as administered forecasting models, budget of $12M, and all logistics and testing facilities

Built and cultivated strong partnerships with original equipment manufacturer (OEM) and existing vendors

Generated business plan, created a warranty services product offering, and established a services division that delivered end-to-end IT solutions

Acted as lead project manager responsible for multimillion-dollar projects involving New York mass transit authority

Provided consultation and project management advice to customers throughout New York City financial district regarding network and security measures

Career Highlight:

Drove efforts in reducing shipping costs by 39% through logistics policy development, as well as generating savings of $49K in the first year by creating a self-insurance program

Dell, Inc., Oklahoma City, OK

Global Service Desk Service Delivery Manager Apr 2006–Jul 2010

Managed 50 direct report Business Service Agents and planned and oversaw operational support for the global IT service desk business segment

Steered efforts in creating and executing business policies and procedures, while optimizing operational performance and ensuring infrastructure support

Managed personal and professional development of subordinates, as well as establishment of individual goals and objectives for direct reports

Offered assistance in launching global service call center in Panama for managed services IT support; created global video and IT training courses for technical account managers; and authored policy and procedure manuals for Oklahoma City site operations

Career Highlights:

Generated $1.2M savings through the development of a BPI and new training program, as well as $500K savings by creating BPI for parts dispatching

Served as driving force in attaining cost reductions of $418.9K (17.7%) through execution of a new support model for the second largest customer


Master of Business Administration – University of Phoenix, Oklahoma City, OK

Bachelor of Science in Liberal Arts and Sciences – University of Central Oklahoma, Edmond, OK


Lean Six Sigma Master Black Belt Certification Project Management Professional (PMP) Certification

ITIL V3 Foundations Certification EC-Council Certified Security Analyst (Written Examination) A+ Certification

Certified Pen Tester (CPT) Server + Certification Microsoft Certified Professional Citrix Certified Administrator

EMC SE and Sales Velocity Affiliate Certification BIG IP F5 LTM Certified Consultant and Engineer

SAN Certified Systems Expert 15 Server Certified Systems Expert Certifications


Director, Information Services Group

Project Managers (a recruiter group) Midstream Oil and Gas

Data Center Critical Power and Cooling Group Oklahoma City Technology Professionals


Trainer, Six Sigma Certifications – Blue Knight Partners and Information Services Group

Technical Skills

Microsoft Office Applications (Access, Excel, Word, PowerPoint, and Visio) Active Directory VMware SQL


Bertrand, B. (2011). R.E.A.P. the benefits. Denver, CO: Outskirts Press.

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