IT Management

Phyllis Montello

Richmond, TX

805-***-**** www.linkedin.com/in/phyllismontello

*********@*******.***

SUMMARY

Results-driven Senior IT Manager with proven success leading teams to meet

business, profitability, and technical goals. Ability to bridge the gap

between business and technology, resulting in process improvements,

increased productivity, overall corporate alignment, IT visibility, and

cost savings. Competencies in operations management, strategic planning,

P&L management, and global delivery of products and services.

Areas of expertise include

Business Relationship Management Vendor Management

Operations Management Project/Program Management

Financial Acumen, Cost Reduction Service Delivery

PROFESSIONAL EXPERIENCE

CEDARS-SINAI MEDICAL CENTER, Los Angeles, CA 2013 to 2014

Enterprise IT Manager, Client Systems Technology

As Enterprise IT Manager for Client Systems Technology, managed the Citrix,

Apple, Desktop Engineer and Desktop Services teams responsible for

providing hardware, support services, and IT solutions to over 14,000 end

users throughout the hospital system.

. Examined and restructured the teams' support models resulting in improved

performance, productivity, product delivery, and customer satisfaction.

Additionally, focused on cross-training, succession planning,

standardization, documentation, and process improvements.

. Managed the Dell vendor relationship for on-campus field support,

ensuring high quality service delivery and client satisfaction.

. Implemented and educated team members on formal project methodology,

ensuring projects were successfully executed on time and within budget.

. Partnered with health system leaders to evaluate service needs and

assess/implement new solutions.

CABELA'S, Sidney, NE 2012

IT Business Relationship Manager

As Business Relationship Manager for two retail lines of business

(Marketing and Merchandise, Planning and Inventory), responsible for

business relationships, identifying business needs, and ensuring

appropriate services were delivered to meet those needs.

. Successfully introduced the new role and responsibilities of a Business

Relationship Manager to Marketing executives and commenced representing

the business on strategic IT initiatives, enhancements, and operational

needs.

. Within three months, assumed ownership of a second line of business and

management of associated IT resources.

. Managed vendors for major initiatives, e.g., SAS for enterprise data

analytics.

. Identified operational efficiency opportunities and worked with

leadership teams to implement changes.

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STEWART TITLE GUARANTY COMPANY, Houston, TX and Los Angeles, CA 2002 -

2011

Director of IT Service Delivery and Business Relationship Manager for

Eastern U.S. (2009 - 2011)

As Director of IT Service Delivery, managed the standardization and

integration of software products and IT services. Addressed technical and

business requirements, financial impact, service level agreements,

training, support, and processes for 6500 domestic and international users.

. Led the successful turnaround of the procurement department resulting in

vendor alignment, contract amendments for better pricing, improved

processes, and P&L expense reductions. (The executive that ran the

department left the organization and I was asked to manage the department

for an interim period.)

. Standardized an electronic faxing solution for domestic and international

users that reduced hard costs by 33% and decommissioned legacy fax

servers. Additionally, standardized support processes, created training

manuals, consolidated billing, and established a SharePoint site for

collaboration and document management.

. Integrated a Voice-Over-IP acquisition into operations resulting in cost

savings, process enhancements, elimination of operational

concerns/problems, and formulation of service level agreements.

As Business Relationship Manager, served as the technology general manager

for Stewart Title's owned offices in 37 eastern states.

. Provided strategic and tactical consultation to executives, their

management teams and sales staff.

. Represented the best of home office technologies, promoting products,

services, and the commitment to deliver exceptional customer service.

. Served as the primary point of authority and accountability for the

client relationship.

. Worked with the development teams and clients to identify and agree on

application needs (requirements gathering), priorities, what would be

included in releases, and associated timelines.

. Worked with internal divisions to ensure customer issues were quickly

addressed and resolved to client's satisfaction.

. Assured that home office technology groups delivered quality products and

services and met their service level agreements.

. Reviewed IT cost allocations with the clients.

. Conduct site visits to enhance client relationships and assess needs.

Regional IT President (for California, Arizona, Hawaii, Guam, and Saipan)

(2002 - 2009)

Directed a team of 45 employees supporting 700+ customers throughout the

west coast with a $4.5M operating budget. Led corporate-wide initiatives,

business process outsourcing, vendor management, acquisition integrations,

and market share growth.

. Successfully completed financial turnaround, leading company from

financial loss of $450K to strong and sustained bottom-line profit of

$500K in 1.5 years.

. Represented west coast presidents and sales managers in a pilot CRM

migration from ACT! to Salesforce.com. Pilot scope included defining

business process and procedures, core sales reports, customization of

application, testing, and deployment.

. Worked with executives and sales teams, responsible for multiple sales

channels, to market, sell, and deliver technology solutions to Stewart's

external customers across the real estate industry. Customers included

lenders, realtors, title, and/or escrow agents.

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. Introduced and migrated the 700+ users in 65 different offices from a

local work environment to a hosted platform solution resulting in

decreased costs, eliminating vendor management, streamlined support,

standardized documents, training, and business continuity. Success was

highlighted in company's Annual Report.

. Integrated 4 acquired companies into production environment while

standardizing processes, hardware, software, network, support, and best

practices resulting in cost savings, vendor consolidation, and freeing up

executives from having to manage internal technical environments.

. Outsourced various segments of title order processing to a third-party

service provider in India which eliminated the need to hire people and

purchase equipment with the influx of orders.

. Implemented an electronic records management solution which resulted in

the elimination of files being stored off-site at storage lockers and

records management firms. Resulted in substantial financial savings,

ease of data retrieval, and business continuity.

. Transitioned a west coast data center, over a three day weekend, to an

earthquake resilient facility resulting in a reduced risk of a complete

shut down of technical operations.

. Served as Board of Directors member with primary focus on protecting and

enhancing long-term shareholder value.

UNIVERSAL STUDIOS GROUP, Universal City, CA 2001 - 2002

Sr. Project Manager - Lead

Lead liaison between the Universal Television and Motion Pictures business

units and IT infrastructure teams (LAN, WAN, Telecom, Desktop Support,

Procurement, and Help Desk) for all application and hardware projects.

. Worked with IT and the business to develop and managed IT budgets ranging

from $25K to $5M.

. Built and managed project teams, utilizing partnerships of internal and

external resources.

. Effectively applied formal methodology and enforce project standards.

. Traveled to various company sites to work with project team members and

provide guidance.

. Ensured that infrastructure teams were adhering to Service Level

Agreements.

. Recognized and escalated operational issues that may have impacted the

projects.

. Conducted a 30-day operational analysis of Universal's Global Support

Center with intent to reduce costs, improve processes, and boost morale.

Findings/recommendations presented to management and implemented.

CHICAGO TITLE COMPANY, Pasadena, CA

1997 - 2000

IT Operations Manager

Managed and restructured Chicago Title's Southern California technical

divisions (45+ employees) responsible for supporting a business that

generated over $400M in revenue.

. Implemented Salesforce.com, a customer relationship management solution

that provided senior management with a consistent view of customers

across the organization and improved cross-selling and up-selling

revenue.

. Conducted site assessments in 50 offices throughout the west coast

resulting in a 35% improvement in customer service, refined processes,

product integration and standardization, and a 15% cost reduction in

licensing by transitioning offices from local contracts to national

contracts.

EDUCATION / PROFESSIONAL DEVELOPMENT

BS, Information Technology and Business Administration, Woodbury

University, Burbank, CA

ITIL Version 3 Foundation training

MAP (leadership training)

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