IAN CATOLICO

212-***-**** accady@r.postjobfree.com

EXECUTIVE IT LEADERSHIP

Transforming IT from cost center to dynamic partner in business

profitability

Multifaceted Information Technology Executive who possesses the focus,

energy, and commitment to drive dramatic increases in IT efficiency and

cost-effectiveness that provide rapid, clear ROI. Dynamic "Face-of-the-

Brand" leader who directly supports extensive new business growth through

demonstrated subject matter expertise and clear client communication.

Persuasive change agent who breaks down organizational silos to create

cohesive, committed, technology organizations. Strategic thinker, with

the demonstrated ability to effectively tailor technology to business

needs. Skilled team builder, coach, mentor, and leader.

Technology Strategy & Direction . Executive IT Leadership . Global

Infrastructure . P&L Ownership . Project Management

Business Continuity . Information Security . Needs Assessment . Client

Retention . New Business . Change Management

PROFESSIONAL EXPERIENCE

Xerox Business Services, LLC., Raleigh, NC

2009 (Present)

Fortune 500 IT managed services firm specializing with global BPO and call

center operations.

DIRECTOR, TECHNOLOGY 2009 - Present

Sr. IT Manager 2009

Rapidly promoted to lead mission critical streamlining of BPO operations

supporting technology contact centers; based on demonstrated performance

and clarity of vision

Strategic Leadership/IT Direction

Own global support & technology, serve as the "Face of IT" with vendor,

client & executive leadership, directing ITIL based technology management

for 24x7x365 global contact and network operation centers. Partner

directly with executive management and C-Level executives, ensuring buy-in

from both technical / non-technical stakeholders within current operations

and new business RFPs. Spearhead functional and organizational

consolidation, break down silos, and grow operational and technical

efficiency. Lead and manage multi-disciplinary teams delivering

measurable, highly efficient uptime meeting or exceeding client SLAs.

Evaluate and manage KPIs / KRIs. Grow team loyalty cohesion, and

communication. Lead and manage internal / external change. Effectively

assign resources for maximal ROI and closely manage CapEx & OpEx. Create

consensus and stakeholder buy-in for major organizational transformation.

Build and implement solid business continuity protocols. Develop wiki and

complete integrated documentation to enable seamless transfer of project

tasks between team members. Lead team of 4 middle manager level reports,

totaling 130 team members supporting over 4000 employees. Manage budgets

with $20M in total value.

. Spearheaded major organizational culture change with development of

comprehensive streamlined standards of policy, procedure &

implementation, slashing new site uptime by 30%, dramatically reducing

costs & increasing efficiency.

. Directly supported new business development as technical subject

matter expert expanding footprint with anticipated additional revenues

of $30m. Presented detailed analysis on ease of implementation,

infrastructure, and IT security.

. Effectively utilized innovative standards to reduce initial upstart

costs and finely crafting technical solutions, including

virtualization, cloud and hosted platforms that fit within the

boundaries of a financial model for new client business.

. Successfully implemented IT security standards and business continuity

protocols to continually achieve 100% internal quarterly audit scores,

PCI 2.0 compliance, ISO 27001:2013 & COPC certification.

. Led off-shore application programming team for new and overhaul builds

of internal business intelligence apps.

. Tasked to quarterback implementations of eight new 1000+ seat contact

centers in the domestic US, Asia and Europe resulting in seamless,

overnight moves with operations up at next business day with no hot-

cut & zero downtime.

INSIGHT TECHNOLOGY SOLUTIONS, New York, NY

2001 - 2009

IT consulting firm focused on major financial organizations, including

Mass Mutual and Smith Barney

SR MANAGER, IT SERVICES 2005 - 2009

MANAGER, IT SERVICES 2001 - 2005

Recruited to lead client services teams, implement best practices, and

build brand awareness

Strategic Leadership/Change Management

Spearheaded corporate IT budgets, and managed all vendor relationships.

Built high-performing, high-morale, self-managing teams that function well

in complex environments, including recruitment, training, and mentoring.

Built business and brand awareness through delivery of world-class project

services.

. Established standards in infrastructure and IT processes reducing

average client infrastructure expenses by 30%.

. Enhanced productivity and significantly cut inefficient procedures,

decreasing client IT budgets at an average of 20%.

. Developed extensive client referral base, increasing revenues, and

maintained exceptional levels of repeat business.

IAN CATOLICO ( Page 2/2

accady@r.postjobfree.com

Technical/Project Management

Lead IT strategist, with overall responsibility for the long-range

direction of technological planning and development. Gathered and

developed client requirements, proposed solutions, and spearheaded

implementation and support services. Effectively tracked and managed all

trouble issues for client side support/internal status reports.

Spearheaded 3rd tier support and high profile technical implementations.

Documented systems and procedures, and managed workflow. Architected help

desk structure/systems, security, and disaster recovery systems/plans.

Recreated and built multiple IT Departments, implemented best practices,

and developed proactive, not reactive, approaches to IT issues and

challenges.

. 95% of projects implemented ahead of/on schedule, within budget.

. Implemented outsourcing and storage/server consolidation resulting in

40% reduced data center costs.

. Created thorough solutions within confines of client

requirements/budgets.

. Utilized multi-dimensional analysis including cost, time-to-market,

customer impact, and operational complexity.

CITYSPREE, INC., New York, NY

2000 - 2001

eCommerce/B2B startup

MANAGER, IT OPERATIONS

Recruited to implement and manage transition of IT resources to new

offsite data center

Managed $1m budget allocated to hardware, integration of web processes,

training, and change management. Authored and implemented all IT related

policies and procedures. Developed disaster recovery solutions, and

implemented internal operations guidelines. Reduced overhead through

implementation of internal help desk tracking and management, to quantify

employee time management.

. Slashed total data center costs by 40%.

AUDIOVOX CORPORATION, Hauppauge, NY

1996 - 2000

Electronics Manufacturer/Reseller

IT Manager 1998 - 2000

Systems Analyst 1996 - 1998

Spearheaded streamlining of all IT systems in accordance with ISO 9000

standards. Provided second tier technical support. Led security audits on

internal and external threats to corporate information and security.

Launched first internet/PC product line. Managed international product

development design between Korean manufacturers and state side software

developers. Directed implementation of new onsite data center. Led

implementation of remote dial-up access via SecureID logins, allowing

sales force to immediately access customer data, inventory, and sales

reports from any land-line.

. Grew digital product sales by 35% and developed Audiovox's first to

industry MP3 player.

. Delivered data center within strong budgetary constraints.

EDUCATION

Bachelors of Business Administration

Hofstra University

(Hempstead, NY)

Major: Information Systems / Minor: Business Management

TECHNICAL CORE COMPETENCIES

Enterprise Networking, Hardware & Telecom

Multi-domain Active and Open Directory data centers. Network planning,

design, & architecture (CISCO) including data network services,

provisioning (internet, MPLS, PRI), traffic, routing, circuit management,

SIP/VoIP, bandwidth analysis, intranet and Avaya PBX. VMWare

Virtualization. Direct and network attached storage. Cisco & Meraki

enterprise wireless connectivity. Cisco Telepresence & Polycom video

conferencing. Liebert & APC power management, Caterpillar C-Series

generators.

Software / Apps

O/S & Desktop Apps: Full scope of Microsoft and Apple O/S including all

respective productivity product lines.

Business Intelligence: CMS, ccPulse, IEX, AIM, Global Business

Objects, Verint Recording & Speech Analytics

Mail Platforms: Lotus Domino, Microsoft Exchange, Mac X-Serve Mail

platforms

Group Collaboration: Microsoft SharePoint, Mac X-Serve Wiki, and

Atlassian Confluence & JIRA group collaboration

Help Desk Management: IssueTrak, Remedy and GWI/cSupport

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