ROBERT A. BALES

**** ******* **. *****, ** ****2

330-***-****

acea9v@r.postjobfree.com www.linkedin.com/in/robertabales

INFORMATION TECHNOLOGY MANAGEMENT

Software Development Project Leadership E-commerce Call Center

Support Service Delivery

Highly qualified and enthusiast Information Technology (IT) leader with

broad experience in software development, project management, E-commerce,

call center support, Client relationship management, and ITIL methodologies

across multiple technologies and platforms. Delivery oriented leader

focused on Client satisfaction with a sense of urgency for results achieved

through planning, coaching, mentoring, directing, and workload management.

Detail oriented communication skills across all organizational levels.

Suarez Corporation Industries North Canton, OH 2008 - Current

Privately owned Direct Merchandising and Media Company with sales in excess

of $400m

IT Director (2011 -

Current)

Provide leadership for application development, the IT infrastructure, Call

Centers, project management, implementation, and support of SCI's E-

commerce websites along with integration to the ERP system. This role is

chartered with being a change agent for technology and processes,

implementing Call Center infrastructure and support for revenue

opportunities, and defining the IT strategies to enhance traditional

marketing media with E-business opportunities, along with implementing a

solid, stable, and PCI compliant IT infrastructure.

. Ramped up a new 107 seat Call Center in 30 days to eliminate the need for

outsourced services saving $100k plus monthly along with allowing for

outsourced revenue call center opportunities.

. Implemented Call Center tools to reduce call and staff volume: WEB FAQs,

IVR, CHAT, outbound dial.

. Ramped up 2 physical stores with IT infrastructure and POS systems

meeting unique business needs.

. Implemented a strategy to migrate the legacy ERP to Oracle's Siebel and

EBS Applications. Selected the software and acquired the Vendors to

implement the solution - in progress.

. Negotiated the contract and implementation of HP's Blade and 3Par

solutions for the ERP Project along with implementing a virtualized

server (VMware) strategy with over 100 Linux and Windows servers.

. Defined and managed the deliverables for PCI compliance of the entire

Organization.

. Implemented an Enterprise SharePoint intranet and document sharing

solution.

E-commerce Programming Manager (2008 - 2011)

Lead the strategy and development of the enterprise E-commerce

infrastructure to support marketing ideas making the websites viable and

profitable sales channels solutions for SCI. Translate business objectives

into systems and procedural solutions throughout the SDLC via the E-

commerce websites (Magento Enterprise) along with the integration to the

legacy ERP platform. Act as a change agent by bringing 21st century ideas

and technology into the Organization through management presentations,

continuous process development and improvement using best-practices by

staying abreast of emerging opportunities.

. Managed all projects related to the WEB E-commerce project portfolio

(Program Manager)

. Migrated E-commerce hardware assets to a hosted and managed solution with

Rackspace.

. Defined the need, implemented an enterprise E-commerce framework

(Magento), and migrated 30 websites to that framework. Consolidated all

domains to a common registrar (Network Solutions).

. Introduced and implemented SEO, social media, video, chat, and mobile

strategies and partnered with a 3rd party email solution provider to

enhance E-commerce marketing initiatives.

. Defined and managed the deliverables for PCI compliance of the E-commerce

sites.

. Implemented a web service strategy to access WEB API's to interface

across 2 legacy ERP systems.

. Initiated an ERP and CRM replacement project and documented requirements

for software selection.

Windstream Communications Inc. (Formerly Alltel, AIS, Systematics) Hudson,

OH 1991 - 2008

$3.2B provider of telecommunications services in rural communities in 16

states.

IT / Client Relationship Director

(2007 - 2008)

Built strategic relationships by managing the expectations and streamlining

the business needs of the Customer Service business segments (Call Centers)

with IT as the single point of contact. Collaborated with the Client as a

liaison to IT (internal and offshore) to understand and translate

enhancement requirements into technical solutions. Determined the

feasibility, approach, and the ROI for the enhancements by defining project

costs against business benefits. Provided project and program management

oversight focused on milestones, risks, issues, and change control.

Managed a team of Business Analysts and Project Managers to IT for

adherence to service level agreements (SLAs).

. Delivered IT solutions across matrix, outsourced teams within project

budgets and adherence to SLAs.

. Evaluated vendor solutions from RFPs for an application overhaul for Call

Center cost reductions.

. Conducted monthly business reviews for service delivery compliance and

new business opportunities.

Software Development and Support Manager (2001 -

2007)

Managed a staff of 40-56 technical employees and $3.3M budget providing

7x24 IT services that included complex, custom Call Center applications

crossing multiple platforms. Provided leadership to 5 software development

managers, 4 project managers, and an architect team to design the

enhancements for WEB, mainframe, UNIX, and client server applications.

Managed Vendors to support project requirements.

. Directed the application teams' delivery of Client IT enhancement

requests and production support activities to meet SLAs, managed Client

expectations, and inspired internal software enhancements.

. Merged independent support and development teams resulting in cost

savings, increased capacity and better leveraged resources for spikes in

business needs.

. Staffed a new team to support 30 inherited Cold Fusion WEB applications

from the Alltel separation.

Service Delivery Manager - CLEC Emerging Markets (1999 -

2002)

Managed the Application Services Provider (ASP) engagements and budgets as

a partner for multiple external Clients. Provided Service Delivery of IT

solutions for all aspects of the contracted applications by measuring,

assessing, and Steering Committee reporting reviews on SLA metrics.

Responded to Client requests for enhancements, issues, and performed

tactical and strategic planning supporting Client plans.

. Responded to new Client RFP's for contracted business needs and

negotiated solutions and SLAs.

. Managed delivery team (Business Analysts and Project Managers) and

negotiated with IT's support and development organizations and other

internal service providers to meet Client expectations.

. Managed 3rd Party Vendor (Call Center) service provider's contract and

delivery relationships for Client needs by defining the Center's training

needs implementing QA processes and reporting measurements.

Sr. Project Manager - Year 2000 Program (1997 -

1999)

Managed the Year 2000 projects for Application and Infrastructure

Renovation and Enterprise Testing of the infrastructure's components with

teams consisting of 35 dedicated resources and up to 100 part-time

technicians. Defined the scope, budget, schedules, critical path, and

quality requirements and took each project though entire project life cycle

utilizing PMBOK best practices and PMO guidelines.

. Received Management awards for exceeding the Y2K Program project's

performance measurements.

Manager - Software Testing and Quality Control

(1994 - 1997)

Developed, implemented, and managed an independent Software Quality Control

Testing Organization. Built a team of 23 software testing engineers and

implemented a full array of test automation products in alignment with the

production tools and processes. Led numerous, concurrent, multi-client

software development and conversion testing projects.

. Defined and implemented Software and Development Methodologies (SDM) with

a team of colleagues.

Other Experiences

Technical, Programming, and Management Positions with GE Capital

Corporation and Diebold, Inc.

EDUCATION

Masters Certificate in Project Management, George Washington University of

Business Management

Completed 95 hours towards Computer Science Degree - Kent State University,

Canton, Ohio

Associate Degree with Honors in Computer Programming - Stark State

Technical College, Canton, Ohio

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