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Manager Customer Service

Gravette, AR, 72736
March 18, 2018

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Bentonville, AR 479-***-**** IT Executive


IT Executive with a demonstrated ability to passionately transform business environments, shape organizations, build capabilities, develop and mentor emerging leaders to achieve operational efficiency while delivering financial growth globally. Proven leader who has successfully executed business transformation in compute and cloud infrastructure, application development and security governance and controls resulting in measurable business value.

Selected Achievements:

Walmart Awards: 2003 Genesis Award, One of the Top 21 Women in Walmart Technology, 2016; Technology Implementation, 2004; Global Leadership, 2003; Operational Excellence, 2003 and Industry Leadership in Tech, 2002.

Areas of Expertise: Servant Leadership ~ System/Process Integration ~ IT Strategy & Digital Transformation ~ Talent Development & Engagement ~ ITIL ~ Financial & Business Acumen ~ Agile Domain Way of Working ~ Product/Portfolio Management


WALMART, INC. Bentonville, AR 6/2002 – Present

Senior Director, Associate Digital Experience – Engineering 6/2016 – Present

7 Direct Reports; Total Team of 100 $15.5 Million Headcount Budget $75.5 Million Portfolio Budget-12 Product Groups

Reporting to the EVP/CIO of Global Business Services, direct global technical strategy and roadmaps for Collaboration Services, Client, Mobile, Virtual Digital Workspace, Associate Digital Platform, Voice, Video and Digital Signage utilizing next generation technology solutions and SaaS and Cloud services.

Selected Achievements:

Transformed an operation that lacked vision, strategy, unified direction and employee engagement. Implemented Domain/Product working model with Agile methodology, realigned workforce, empowered innovation. Improved domain maturity and drove organization efficiency from 35% to 85% in 9 months and overall employee engagement. Development product maturity lifecycle processes and ownership.

Implemented new Digital Workspace transforming the traditional VDI platform by merging Mobile, SaaS and VDI through a single portal experience on a dedicated VDI VMware private cloud solution for 20,000 users across multiple data centers, implementation and migration from legacy platform Citrix in 9 months.

Implemented emerging SaaS application services utilizing AWS cloud: Slack, Zoom and vBrick

Implemented emerging SaaS application services utilizing Azure cloud: BOX (234,383 consumers with over 375 TB’s of file storage, Adobe Experience Manager (private and public) and 0365 dedicated Azure public instance

Executed Enterprise global contract with Workplace by Facebook with lowest price model in the history of Facebook, deployed to 41,707 associates over a 3-month period through a phased approach, deployment continues.

Directed the on-time and within budget delivery of Win10 O/S, aligning the browser strategy of HTML 5 application standards and creating a browser-agnostic environment.

Implemented largest o365 Azure Cloud integration of over 753,680+ mailboxes globally

Led the UX/UI design and vision to revamp internal portal site utilizing Azure hosted AEM to promote and advertise Associate Digital Experience services. This site supports 2.2 million associates globally with an average of 20,000 visits per month.

Led client and mobile teams through DaaS decision process and business case framework, including existing replacement evaluation of 30,000 existing DaaS mobile devices.

Executed extension of corporate BYOD Airwatch managed program to include HBYOD for Stores and Club pilot.

Global mobile device management of 875,181+ across stores, clubs and distribution centers.

Support an average of 39 million WebEx – Cisco Web Conferencing (cloud) meeting minutes per month.

Centralized all in coming store calls through IVR to improve the customer service, over 200,000 calls per day with over 4,000 concurrent calls per peak.

Lesa Chilton


Walmart, Inc. - Continued

Technology Director, CRM – Application Development 6/2013 – 6/2016

4 Direct Reports; Total Team of 300 $109 Million in Annual HR Technology Spend

In a role designed to align the business and technology, provided strategic leadership across all HR segments, applications and technology teams to define architectural design and infrastructure requirements to transform legacy HR systems supporting 1.4 million US employees. Developed 3-year roadmap and directed the on-time and within budget delivery of IT products for Benefits, Compensation, in-house Payroll, Global Time & Attendance, Recruiting, Learning and Associate Experience.

Selected Achievements:

Launched a Domain working model using Agile, sprint-based principles that improved solution quality, collaboration, execution, and speed of delivery, along with increasing IT / business unit partnerships and accountability for LOBs. Reduced headcount needs by 50%.

First of 5 executives to achieve the successful launch of a new PTO program and solutions. Collapsed 35+ policies into a simplified format and integrated changes across multiple systems achieving resource realignment, cost avoidance and reduced expenses for vacation, sick and leave of absence tracking.

Significantly reduced turnover with strategic, multi-tiered Minimum Wage policies and solutions, coupled with Pathways training, which simplified compensation and provided tangible incentives for 800,000 associates.

Senior Manager, Middleware & Network Services 1/2009 – 6/2013

3 Direct Reports; Total Team of 68 $8 Million Headcount Budget $99 Million Infrastructure Budget

Promoted to lead the information strategy and middleware design for software and application services across distributed technology systems. Developed cross-pillar partnerships and used the latest in Service-Oriented Architecture (SOA), Caching, and Open Source products to provide low cost solutions in a highly transactional environment. Set up the entire network services organization from inception. Delivered 240+ projects to the business annually for Web Messaging tier products and capabilities.

Selected Achievements:

Reduced overall technology costs by implementing vendor-agnostic, alternative Open Source solutions, such as Service Mix and Tomcat, that additionally saved $19 million in annual licensing fees.

Transformed the entire Middleware team by increasing accountability with leadership talent development and selected onshore and offshore staff, increasing employee engagement scores from 36 to 87 in 12 months.

Championed ITIL process improvements; directed the design and launch of a SharePoint dashboard that tracked vendor SLA compliance and projects’ status. Saved $4 million in process/output efficiencies and captured $500,000 in billing overages.

Sponsored and encouraged new middleware innovation that led to 10 patented solutions.

Built new Network Services team and expanded value beyond network performance, network analytics and monitoring into application performance and optimization with no additional headcount.

Manager, Network Engineering 8/2006 – 12/2008

Total Team of 18 $2 Million Headcount Budget $50 Million Network Engineering Budget

In this promotional opportunity 2 levels above previous role, directed network infrastructure and technical delivery for mainframe and 200+ global Distribution Centers (DCs) with accountability for network administration, technology life cycle and network stability. Partnered across multiple technical, application and business domains to deliver highly redundant network availability.

Selected Achievements:

Transformed an underperforming engineering team into a technically-astute and customer-centric group with client experience ratings increasing from the lowest to the highest in 14 months. Mitigated generational conflict, drove accountability, promoted critical thinking and developed top-tier talent.

Directed a comprehensive vendor contract review, capturing first-year and recurring annual savings of $10 million and $13 million respectively with the adoption of a VoIP solution for all 5000 US stores and DCs.

Lesa Chilton

PAGE Three

Walmart, Inc. – Continued

Provided strategic and tactical direction for a complete network refresh for 200+ DC’s within 18 months with zero business impact, utilizing Cisco Network Management Platform for switching, routing and security. Increased stability and availability from 94.5% to 99.999%; reduced network trouble tickets.

Mitigated compliance risk and revenue drain from unprocessed sales by leading the design/implementation of a high-capacity Point of Sale, SOC and PI mainframe network processing 500+ million CICS transactions per day.

Technical Assignments 6/2002 – 7/2006

Transitioned from programmer to the MVS Engineering team in 2004. Developed technical, coding, hardware, and software solutions across multiple vendor platforms using REXX, COBOL, IBM Database, Disaster Recovery and z/Enterprise/Mainframe/Storage/IMS and DB2 Database. Designed and implemented the world’s largest US peer-to-peer remote DASD environment (9 petabytes) 3 months ahead of schedule. Built first International SAP/Mainframe LPAR environment.

Additional Relevant Experience Financial Services 12 years experience, Ruston, LA - Promoted into progressively responsible roles with P&L accountability in managing financial services operations in multiple locations.


B.S. Computer Information Systems, Cum Laude Distinction, University of Louisiana Tech, Ruston, LA-2002

Walmart: Second Bold Women’s Senior Leadership Development Program; Sam Walton Institute, 360 View of Walmart; Leader in Training Management; ITIL Certification; Invitation-only Leadership Academy for Top Talent

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