Manager Customer Service

BILL K. ALLISTER

***** **** ***** ** ● Mill Creek, WA 98012 ● 206-***-**** ● ************@***.***

Information Technology Director

Analytical, highly technical professional with seven years of IT Director experience in developing and directing

enterprise wide systems, strategic vision, and IT initiatives. Elite troubleshooter skilled in identifying, isolating,

and resolving mission critical issues in highly visible environments. Fiscally focused leader with proven record

of directing multi disciplinary teams toward aggressive cost, quality, and performance metrics.

AREAS OF EXPERTISE

IT Management ● Vendor Management ● Asset Acquisition ● SLA Contract Management

System Implementation ● Infrastructure Design ● Process Enhancements ● PCI Compliance

Information Security ● Strategic Planning ● Customer Service ● Analytical Troubleshooting

IT Budget Development & Monitoring ● IT Policy/Procedure Development ● Project Management

● Resource Management ● Senior Management Consultation/Participation ● Cross Team Collaboration

PROFESSIONAL EXPERIENCE

Director of Information Technology, 2006 2013

NRI Inc., Woodinville, WA

Radically changed and increased the IT operational productivity and culture of the company from a pencil &

paper business to a technology based entity in two plus years. The success of this change resulted in the

company becoming a 21st century business which now had real time information available on demand.

Coordinated the upgrading and synchronization of store technology with the Operations Department:

~ Standardized all PC hardware, operating system, desktop layout, and allowed software programs

~ Installed virus protection software that was updated by IT to stay current

~ Set security levels. Permission levels were granted based on job code level

~ Internet access was secured to specific web sites for all locations and corporate staff

Rolled out new “back of the house” software to all 83 locations and enterprise setup for accounting

~ Worked with vendor and the operations department for database tables design

~ Layouts for front end application windows

~ Reports information, design, and automated generation and electronic delivery to all management

Point of Sale Systems:

~ Stores were using five different software releases. Upgraded all locations to using the same release

~ Changed the methodology for POS changes from stand alone systems to an enterprise configuration

~ Implemented “polling” of POS data for back of the house reporting. Previously this was hand keyed.

~ Uploading of back of the house data for companywide reporting

~ Successfully integrated credit cards through the POS Systems.

Built out a full data center for all corporate software, data backups and storage, as well as store data

~ A total of fourteen servers were brought online

~ Utilized appliances for virus protection, malware, intrusion protection, packet shaping

~ All 83 store locations logged onto a terminal server for their MS Office programs, internet, Email

~ Setup and managed an in house Blackberry Server for security of Email and messaging integration

Managed nine different telecommunication companies for phone, broadband, music, and cable service

for all locations on both the West Coast and East Coast. Renegotiated all telecommunication contracts

resulting in peak cost savings of 28% in 2012 versus prior year

Purchased laptops for all District Managers and Senior Management. IT provided training for software

used by the company, remote access, printing, laptop security, and maintenance

Wrote and implemented new IT Computer Policies and Procedures companywide. Inclusive of software,

hardware, remote access, security, virus and malware safety, support and contact procedures

Supervised and directed moving of the company’s headquarters infrastructure to new offices in 2011

Directed IT processes across all functions and in alignment with company objectives, cost requirements, and

project deadlines. Developed and managed departmental budget and allocation of all funding. Negotiated and

approved all SLA agreements. Planned, implemented, and supported automated processes and systems.

Facilitated efficient, secure IT operations across 83 sites and a data center

Cultivated and maintained positive relationships with consultants, vendors, and business partners

Sr. Systems Manager, 2005

OTG Inc., Seattle, WA

Center of influence for all retail POS, bar code and label printing, item file, and category management.

Facilitated correct applicability of sales tax for all locations in WA and CA. Purchased software and hardware

from approved POS vendor.

Directed conversion and installations of new POS systems, credit card processing, severs, peripheral

networking, and communications equipment/software

Negotiated and Managed installation of local LANs, broadband and VPN in all remote locations

Manager of Information Systems, 1998 2005

Briazz Inc., Seattle, WA

Conceptualized and integrated strategic vision into daily operations, system maintenance, and user help desk

processes. Developed and monitored IT budget, performed business needs analysis, and managed reporting.

Directed voice and data communications with nine phone vendors and additional contacts

Managed setup and installation of broadband, POS systems, networks, and backoffice systems

Drug Emporium, Retail Technical Services Analyst, 1995 1998, Bellevue, WA

Ernst Home Centers, MIS Systems Coordinator II, 1994 1995, Seattle, WA

McDonald’s Corporation, General Manager, 1989 1991; Kirkland, WA, Support & Development POS Analyst,

1988 1989, Oak Brook, IL; Regional Coordinator of PC Systems, 1987 1988, Bellevue, WA

TECHNICAL SKILLS

Windows XP/2000/WIN7, Windows 2000/2003/2008 Server, MS SQL Server Enterprise Manager, MS IIS,

Citrix Metaframe, Cisco Wireless LAN, WAN, Cisco VPN, NetSuite, TCP/IP, SHIFT4 Dollars In The Bank, Crystal

Reports, and MS Office. POS Systems: MICROS, IBM, Panasonic, ICL, PAR, Info Genesis, Olivetti, SASI, & ITT

Courier

EDUCATION

Associate of Technical Arts, Computer Information Systems, Edmonds Community College

Bachelor of Arts Program, University of Hawaii

OTHER HONORS

Boy Scouts of America, Eagle Scout

Phi Theta Kappa, 1993

Data Processing Management Association, Joined In 1993

HOBBIES

Volunteer for Boy Scouts of America, Troop Treasurer – 2006 to 2011

Board Member for Homeowners Association, 2009 to 2012

Contact this candidate