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Manager Customer Service

St. Stephen, South Carolina, United States
January 21, 2019

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Ronnie Williams

Moncks Corner, South Carolina ***61 843-***-****

Information Technology Management Professional

25+ years success leading IT innovation.

Well-organized and results-oriented business and technology management professional with a proven ability to achieve results. Twenty eight years experience at South Carolina’s largest public utility (electricity and water). Experienced at implementing standards, procedures, processes and technological solutions to improve business functionality across multiple disciplines. Record of success in developing and overseeing complex, large-scale technical initiatives. Proven history of delivering effective IT strategies and solutions in support of business objectives. Adept at evaluating requirements, proposals, and developing business case justifications (to include cost/benefit analysis) to support technology initiatives. Exceptional critical thinking and problem-solving skills including Root Cause Analysis. Experienced in continuous improvement tools and techniques to streamline processes and improve efficiency. Adept at communicating and presenting information to a variety of audiences from front line employees to executive management. Provides technical and business leadership on a variety of executive sponsored committees and teams. Measures performance using industry standard KPIs.

Highlights of Expertise

Strategic Technology Planning

Cybersecurity Disciplines (CISSP)

Relationship Management

Contract Negotiations

Project Management

Regulatory Compliance

Customer Service

Business-driven Technology Solutions

Coaching, Mentoring, Succession Planning

Leadership and Development

Cost Benefit / Break Even Analysis

Continuous Improvement

Budget Development and Management

Excellent Written and Oral Communication

Career Experience


Enterprise Business Systems (EBS) Manager (1/2018 to Present)

Instil a culture of Cybersecurity disciplines and streamline operational activities of EBS department while managing a diverse portfolio of on-premise, cloud, SaaS, and hybrid applications. Manage the work activities of 38 staff members comprising supervisors, application developers (Agile), system integrators, database administrators, application architects, and data scientists. Builds and drives decision making through Data Analytics and Business Intelligence. Utilize process improvement techniques to map business processes and address gaps between application capability and business need. Evaluate applications for fit, and value and identify technologies to invest in and those to retire. Maintain compliance with rules, regulations and application licensing requirements. Handle the planning and budget management processes and design application road map to support business strategies. Improve the overall maturity of the department through Release Management, Vulnerability Management, Cloud Strategy development, Digitalization, Continuous Integration (DevOps), Containerization, and centrally managed APIs. Stays abreast of emerging technologies and trends.

Oversaw application lifecycle of corporate, departmental, and IT/OT (Operational Technology) applications and a $15M+ budget to provide technical support for 150+ enterprise and departmental applications.

Superintended three year EBS planning cycle to include supporting budget, and operational processes for enterprise business systems.

Verified that all applications were developed, installed, and configured in accordance with cybersecurity standards utilizing network segmentation (honeycomb), firewalls, encryption where required (in transit and at rest), and secure coding techniques.

Infrastructure Manager (Santee Cooper, 8/2014 to 12/2017)

Aided the organization by instilling Cybersecurity disciplines and implementing best practices for existing infrastructure organization. Delivered strategic guidance to 26 employees, including supervisors, project managers, infrastructure architect, enterprise architect, disaster recovery analyst, and database administrators. Directed the seamless design, procurement, implementation, and maintenance of company’s technology solutions. Responsible for IT Service Management including service level standards, services catalogue, system availability, disaster recovery, capacity planning, change management, and the service desk. Ensured that the IT vision was in accordance with the corporate mission by collaborating with other IT management personnel and key decision makers throughout the company. Led a Continuous Improvement project and increased Service Desk efficiency and customer satisfaction rate by upgrading and fine tuning the current technology processes using Continuous Improvement tools and techniques.

Directed the capital and operational investments of $9M to facilitate three data centers and 65 remote locations across the state of South Carolina.

Led the replacement of multiple enterprise storage arrays with latest technology. The most recent resulted in an O&M cost avoidance of $513,000 and bottom line savings of $66,000 over three years.

Identified long-term business needs by stretching the forecasting process of IT Technology Planning from three to five years.

Minimized the exposure to vulnerabilities by analyzing the environment to identify systems that were End of Support (EOS) and ensured that unsupported systems were retired, upgraded, or mitigated.

Information Security Manager (Santee Cooper, 6/2012 to 8/2014)

Assured confidentiality, integrity, and availability of information assets for customers, business partners, and employees. Organized and led a cybersecurity program utilizing defence in depth and incident preparedness and spearheaded the corporate information security and disaster recovery programs. Collaborated with management from other lines of business to identify the acceptable level of risk for corporate IT systems based on system criticality. Managed the communication activities of cyber security plans and strategies to executive management by creating presentations and supporting documentation. Recognized and eliminated existing cybersecurity vulnerabilities by mobilizing the staff to identify and remediate internal weaknesses of systems and network demarks to achieve a higher level of environmental security. Designed Governance structure to reduce risks and compiled comprehensive reports to provide insight on security efforts.

Revitalized and modernized the company’s security guidelines (processes, standards, and procedures).

Directed a highly skilled team of security and disaster recovery professionals to architect, develop, and implement technical solutions in accordance with company’s security guidelines.

Chaired the corporate Cybersecurity Committee and implemented mechanisms to manage vulnerabilities in 3rd party software (Adobe, Flash, and Java) and accelerated operating system patching.

Developed IT security strategic roadmap for Cybersecurity processes and conducted gap analysis between existing environment and future vision to accomplish cybersecurity objectives.

Established and executed a data classification policy to categorize information and implement cybersecurity controls based on classification.

Organized and steered a Cybersecurity awareness and phishing program to educate employees on cybersecurity. Also provided regular mandatory training.

Systems Support Supervisor (Santee Cooper, 5/2006 to 6/2012)

Led the design and implementation of highly available enterprise class servers, SAN storage, Citrix and VMware virtualization, Cisco networking, and data de-duplicated backup and archive solutions. Leveraged advanced technologies to support the current and future capital and operational investments for two production data centers and disaster recovery data centers. Collaborated and negotiated with technology vendors to enhance opportunities, achieve business goals and provide strategical direction to technologies surrounding virtualization, enterprise storage, servers, and backup/archive. Handled cost estimation, drafted infrastructure plans, and confirmed that projects met strategic needs.

Led mid-sized to large corporate technology projects, including planning, organizing, designing, project scheduling, budget development and adherence, and executive management reporting and presentation.

Accomplished corporate goals by planning and assigning day-to-day work tasks to a top performing staff of systems analysts.

Directed cross functional teams to oversee major implementations and upgrades such as EMC Storage arrays, Itanium servers, Intel based Wintel servers (Linux and Windows), and migration of data from tape backup libraries to “back up to disk” technologies with deduplication.

Through researching, testing, proof of concepts, and careful and deliberate selection of technology solutions, saved $1.5M in support of servers, backup systems, and storage arrays whilst improving system availability and disaster recovery capabilities.

Sr. MIS Analyst, Supervisor over System Integration (Santee Cooper, 8/2004 to 5/2006)

Led and completed endeavours of planning, designing, and implementation of server based computing and application delivery infrastructure (Citrix). Developed and implemented systems integration plans and strategies by ensuring adherence to Santee Cooper information technology architecture plan and application development standards.

Collaborated with vendor and industry experts, IT staff, lines of business, and project managers, conducted research analysis and documented recommendations for technological solutions.

Deeply studied and understood new technologies and best practices to make recommendations for IT management, IT project teams, and the corporate information resource council.


Microsoft Certified System Engineer (MCSE) Instructor (2002 to 2004) Discovery Training Company

MIS Analyst (1998 to 2004) Santee Cooper – Programmer, Systems Integrator, Citrix Administrator

Financial Analyst (1993 to 1998) Santee Cooper – Bond Schedules, Debt Service Schedules, Cash Accounting, Remittance Processing, Investment tracking and reporting (CAMRA)

Education & Credentials

The Citadel, Charleston, South Carolina

Master of Business Administration (2018), 3.92 GPA

Limestone College, Gaffney, South Carolina (Charleston campus)

Bachelor of Science in Business Administration and Computer Science (1995), 3.52 GPA – cum laude

Winthrop College, Rock Hill, South Carolina

Pursuing Bachelor of Science in Business Administration (1990)

Professional Certifications:

Certified Information Systems Security Professional (CISSP), 2013

Microsoft Certified System Engineer (MCSE), 2001

Citrix Certified Enterprise Administrator (CCEA), 2004

Citrix Certified Administrator (CCA), 1999

Technical Proficiencies:

Continuous Improvement, 2015 – 2016 Negotiation Management, University of South Carolina, 2013 IT Security, 2012 Situational Leadership, 2012 Leading a Multigenerational Workforce, 2010 Team Building, Mentoring and Coaching, 2010 Coaching Skills for Managers and Supervisors, 2010 IT Project Management and Methodology, 2009 IT Leadership Training, 2008 Leadership and Coaching, 2007 Project Management for IT Professionals (University of South Carolina), 2006 IT Leadership Mentor Program, 2005 Supervisor’s Guide to General HR Requirements, 2005 Supervisor’s Guide to Writing Performance Appraisals & Hiring, 2005 Application Development Cisco Networking Enterprise Class Servers and Storage arrays Data Deduplication Application and Hardware Virtualization Digitalization Windows Operating Systems Linux Operating Systems MS SQL Server


Member of ISC2 as a CISSP.

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