Customer Service Manager

ERIC K. HUBBARD

Greater Atlanta, GA 678-***-****

*************@*****.*** www.linkedin.com/in/erickhubbard

SUMMARY

Experienced, IT Applications/Production Support/Delivery professional in support of Project, Vendor

and Service Delivery management, with proven success building business relationships. Adept at

optimizing vendor resources to generate cost savings and reduce operational footprint. Recognized for

using team building, communication, organizational resources, and problem solving to cultivate

cohesive business - IT relationships, and harmonizing annual department and individual staff

performance goals. Expertise includes:

• •

Resource Management Production Support

• •

Vendor Management SOX Preparation and Review

• •

Customer Service Disaster Recovery

• •

Project Management End User Support

• •

Vendor Appraisal/Evaluation Goal Setting

PROFESSIONAL EXPERIENCE

IBM Global Services – Atlanta, GA (Supplemental Hire)

PM Delivery Manager (Feb 2013 – Aug 2013)

Led corporate IT production support/development staff that supported a large U. S. Banking deposits

application. Provided project/enhancement support for the application and served as first line of

escalation for system issues (24x7). Managed a team of 16+ IT professionals who are onshore and also

offshore, who supported (17) critical applications, online and batch, which reside on a mainframe and

bank ATM’s. Met all compliance requirements and SOX issues, noted by the bank auditors in the required

timeframes.

ING NORTH AMERICA – Atlanta, GA 1999-2012

IT Vendor/Application Manager (2010 – 2012)

Led corporate IT production support/development staff that supported legal, finance, tax and customer

support teams. Negotiated vendor-IT internal project/enhancement Statements of Work and served as

liaison between corporate IT and business units in US and offshore vendor in India. Managed a team of

20+ IT professionals who supported a 450+ member call center. Reported to Senior VP of IT

Operations.

Reduced corporate IT operations support budget by 25% by reducing vendor counts from three

•

to one.

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Demonstrated versatility in leading and supporting diverse IT teams by switching roles from

•

leading mainframe application teams to a distributed environment with Notes/Domino, Java,

Oracle and Unix.

• Provided department heads visibility into IT projects and work efforts by conducting monthly

meetings with each department head and their direct reports.

• Selected for 10-day offshore team building trip to India: successfully established 12-month

department and team goals, recorded business and IT pain-points, and awarded/recognized

individual and teams for accomplishments.

Led team through the process of fulfilling compliance rules, and audit findings, also completed

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all SOX requested for our suite of applications.

IT Manager 1999-2010)

Directed senior level IT production support/development staff for the insurance division. Provided end-

to-end problem resolution, (project/new development, enhancements), and internal customer

interaction for U.S. IT business teams and a vendor in India. Managed 10 internal employees located at

multiple sites, as well as four onshore vendor leads and one PM manager. Oversaw four insurance

mainframe administration systems, (1.5M policies), which include (Life, Health and Claims

applications) and a $2.2M consulting budget. Reported to Director of IT Production Support.

Increased team's band width and application portfolio by delegating responsibility and

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ownership of application SLAs.

• Led team that met company's SLA goal with no failures or back-out of production installs and

98% up-time for all applications.

• Improved department disaster recovery/system availability by successfully testing all tier 1, 2,

and 3 applications for three consecutive years.

Led Y2K team project, successfully implementing code migration and JCL changes with no

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fallout/back-out during the year-end process.

• Implemented GAAP, SOX compliance process to comply with new internal audit rules:

installed new policy administration system processes, documentation and procedures.

• Directed team in conversion of 300K policies to new policy administrative system that

provided upgrade user functionality.

Software Developer (1986 – 1999)

ING North America (1997 – 1999)

Equifax INC. (1991 – 1997)

Cluette Peabody INC. (1989 – 1991)

Electrolux (1985 – 1988)

EDUCATION

CCENT July 2014

CCNA Candidate August 2014

Pacific Institute of Technology, Morrow GA

B. S., Accounting and Computer Science (double major)

Jacksonville State University, Jacksonville, AL

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ERIC K. HUBBARD

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