Management Staff
Resume:
Jeffrey Alan Hagerman
**** * ********* ***. * Denver, CO 80237 * 303/653-5753 *
**********@*******.***
Information Technology Professional
Professional Summary
An IT professional with over 20 years of experience as a technician and
leader, with great understanding of IT Operations, Infrastructure, Project
Management, Business Analysis, Business and Technical Communications,
Budgeting, Spending Controls, Hardware and Software development, including
significant experience developing, governing and participating in
proactively offering technology recommendations that enhance business
capabilities, working closely with architects to refine solutions, clearly
communicating cost & benefits, and managing project resources, software
applications, data warehouse and disaster recovery planning and management.
Technical Summary
Methodologies-Systems Development Life Cycle, Systems Analysis, Project
Management: Solution Development Life Cycle . Change Control Management .
Requirements Definition . RFP Design, Deployment, & Evaluation . Project
Plan Creation & Maintenance . Software Engineering and Development .
Contract Negotiation & Compliance . Out-sourcing Management . Risk
Management . Budget and Project Costing . Meeting Facilitation & Status
Reporting . Transition to Support & Decommission . Scope of Work Creation &
Management . Gantt & PERT Charts . RFP Response & Closure . Systems &
Network Integration . Performance & Service Level Agreements.
Client-Server and Turn-Key Server Applications-iMIS/iMIS15/iMIS20;
Member/MeetingTrak; Lyris ListManager, MS Exchange, MS Great Plains,
Solomon IV, QuickBooks, MS Project Central, Raiser's Edge, SurveyTracker &
Scantron, SysAid (Help Desk), Acrobat Professional, Terminal Services,
DB/Textworks, Norton/McAfee Anti-Virus, BackupExec, & RightFax.
Desktop Applications-Adobe Creative Suite 6, Microsoft Office, Outlook, IE,
InfoPath, Visio, Project 2013, FrontPage & Process Explorer; Crystal
Reports 9.x, TextPad (HTML editor), & Pro-Cite.
Online Applications--e-Series, iMIS 15 Public View & iMIS 20 RISE (e-
commerce, member & directory applications), SharePoint, Survey Solutions;
db/Textworks; WAIS & various customized ColdFusion & ASP.NET-SQL
applications.
Programming-HTML, UNIX (Korn Shell), Microsoft SQL 2000 - 2008R2, & dBASE.
Server Applications--ColdFusion, ASP.NET, Microsoft SQL 2000/2005/2008
(Including Management Studio, ETL & Reporting Services) & Microsoft Visual
Studio 2005 & Cloud Computing (e-mail, enterprise management systems & web
services)
Network Management--UNIX: Solaris 3/x, SVR4 . Windows: NT 4.x, 2000,
2003R2, 2008, (Active Directory & Group Policy administration in a multi-
site environment; designed, implemented, & maintained a comprehensive
backup strategy for a complex Windows / UNIX infrastructure); SUS/WSUS,
Terminal Services (monitored & maintained Windows 2008 Terminal server
providing remote staff access to applications & network devices) . TCP/IP
(in routed enterprise environment), DNS, DHCP, IIS, Apache . Dell PowerEdge
& Compaq Proliant servers, RAID 5, SAN (Buffalo TeraStation) . Cisco &
WatchGuard Routers (including wireless & VPN), Xylogic Communications
Servers, Firewalls, Hubs & Switches . Help Desk Ticket and Inventory:
SysAid, Trackit; Desktop Operating Systems: Windows 95 - Windows 7.
Education
Masters Information Science, University of Maryland, College Park, MD
(Graduated)
Bachelor of Arts, Georgetown University, Washington, DC (Graduated)
Continuing Education: UNIX, TCP/IP, AMS/CRM (iMIS/iMIS e-Series, iMIS
TaskCentre, iMIS RISE Configuration and Administration), Microsoft
Project/Project Central, Team Development & Diversity Training, Signature
Customer Support, and Communicating with Tact & Diplomacy.
Professional Affiliations: Association for Information Science & Technology
Career History
Independent IT Consultant 2009 - Present
October, 2013 - Present Actively Seeking Employment
Employer: Hudson, March, 2013 - September, 2013, Denver, CO,
Client: National Ski Patrol System, IT Consultant
IT Governance
. Performed IT Assessment resulting in recommendations for improving
business processes related to acquisition, management & reporting on
data in Catalog Sales & Operations, Education, Finance, & Membership
departments.
. Assessment resulted in key recommendations for improved internal
management of IT initiatives including a standing cross-functional team
of IT stakeholders & RFP-based competitive bids.
. Managed RFP development, deployment & scoring for complex ski patroller
member registrations utilizing existing Association Management System.
. Association Management Systems Analysis resulting in recommendations
for normalizing database, reconciling member records to conform to AMS
business rules, management of database, reports, documentation &
training.
Business Applications
. Leveraged AMS online meetings registration module to assist Education
department in managing 600 courses over 11 National Divisions & 60,000
ski patroller registrations annually.
. Developed & tested new business processes for setting up courses,
accepting registrations & maintaining and reporting on course
completion records for certification of patrollers.
. Collaborated with SQL programmer to migrate 50+ AMS reports (MS Access)
to new SSRS platform (SQL 2008).
Platform/Software: Windows 2003, 2003 (R2), 2008, iMIS RISE (.NET
development environment for iMIS20), IIS/Microsoft: Office 2010, Project
2013, IE, Outlook, RDP (Terminal Services), Access; iMIS15x & 20.x.
November, 2011 - February, 2013, actively searched for employment
Employer: Insight Global, Inc., September, 2011 - October, 2011, Denver,
CO,
Client: Computer Science Corporation, IT Contractor
. Desktop move & LAN & digital phone (Cisco) connectivity for 300 United
Launch Alliance employees.
June, 2009 - August, 2011 Moved to Colorado, established business and
personal networks, actively seeking employment
Employer: National Recreation and Park Association, July, 2007 - May, 2009,
Ashburn, VA, Information Technology Director, Information Technology
(Promoted from Senior Manager, Information Technology)
IT Governance and Spending/Budget Control
. Collaborated with senior stakeholders to plan & manage operations &
capital budgets ($600K) supporting cloud computing, infrastructure,
organization-wide AMS/CRM & desktop & web applications.
. Centralized all IT functions including requests for AMS/CRM, Web
applications development & procurement eliminating redundancy &
conflict between IT vendors & inexperienced staff.
Business Relations & Crisis Management
. Assembled & led four cross-functional teams (40+ staff) to deploy new
AMS/CRM system resulting in improved staff morale, new business
processes, comprehensive documentation & new systems training.
. Formed cross-discipline team of 10 stakeholders to document
requirements, develop RFP, & select vendor for web applications
resulting in staff consensus for streamlining accreditation process &
centralizing all state certification programs.
. Managed project to mitigate risks of frequent power outages and severed
T-1 lines resulting a mirrored web site with supporting databases and
CRM system, remote staff access with RDP, VPN, & FTP.
. Researched and authored and presented proposal to deploy electrical
power generation supporting server room servers, equipment and A/C for
limited emergency basis.
. Revised Computer Use policy manual; submitted quarterly Board Reports,
& presented: IT Proposals / Project Updates to staff (all levels).
Business Applications
. Increased revenue stream & conserved staff resources through
implementation of first-time online order management system, e-
commerce, self-management of member contact data, and directories.
. Reduced IT operating costs by $70K annually through disciplined
management of applications development, standardizing on Microsoft's
.NET technology & in-house hosting of AMS/CRM, accounting, and web
systems and effectively managing vendors/consultants.
. Developed and deployed InfoPath/SQL database application for capturing
and reporting on organization-wide business processes related to
AMS/CRM.
Infrastructure & Critical Issue Management
. In anticipation of new in sourced systems, upgraded & managed 80-node
10 server LAN/WAN in multiple locations including security, business
continuity planning, servers & desktop hardware, operating systems, &
50 + software applications, laptops & PDAs.
. Stream-lined help desk services resulting in a formal SLA & improved:
response time, help desk follow through & management of 50+ requests
per month..
. Managed, trained & mentored a team of 4-10: Network & Database
Administrators, Help Desk Specialists, Manager of Web Services, and 6
training & systems development consultants.
. Improved help desk services by surveying staff and responding to
findings by developing an SLA for IT help desk staff covering response
times/escalation, deploying new help desk software, implementing
procedures for staff to track incident reports and access incident
knowledge base.
. Provided technical solutions & escalated support for non-routine,
complex technical issues related to: operating systems, applications,
telecommunications, servers, SQL databases, CRM systems and hardware.
Platform/Software: Windows 2003, 2003 (R2), Windows 2008, iMIS Public View
(.NET development for iMIS 15), IIS/ Access, Office 2003, Outlook, IE, SQL
2005, Project 2007, InfoPath, Visio, Visual Studio 2005; iMIS 15.x;
Raiser's Edge, SurveyTracker & Scantron, SysAid (Help Desk), Acrobat
Professional, Terminal Services, Norton/McAfee Anti-Virus, BackupExec,
Crystal Reports, SysAid, TextPad (HTML editor).
July, 2005 - June, 2007, moved to help family, actively searched for
employment
Employer: National Association of Independent Schools, July, 2003 - June,
2005, Washington, DC, Information Technology Consultant
. Implemented a Balanced Scorecard for the National Association of
Independent Schools. The Scorecard served as a guide to organizational
strategic planning & resulted in a better alignment & transparency &
communication of program funding, staff resource allocation &
operations with program objectives & organization mission.
o introduced senior staff to Balanced Scorecard as a method for
strategic planning & promoted its implementation across all
organization departments,
o Negotiated & managed Balanced Scorecard implementation contract
with the vendor (Forbes Group),
o Collaborated with departmental staff & Forbes' consultants to:
develop program-based accounting practices resulting in precise
cost reporting of all programs, develop program value
proposition statements & financial, human resources, business
process, & customer perspective objectives & measures, and
Scorecard templates and forms.
. Developed long range IT plans (for the National Association of
Independent Schools) leading to recommendation for XML-based reporting
and Customer Relations-Marketing Management system.
. Integrated 25,000 member contact & demographic data with list
databases resulting in accurate marketing list e-mail & demographic
data, policies and procedures for bounced-mail follow-up, 10% fewer e-
mail bounces.
Platform/Software: Windows NT, Windows 2000, Windows XP/Microsoft:
Office XP, SQL 2000, Outlook, IE, Access, iMIS 10.x (Association
Management Software)
Employer: National Association of Independent Schools, October, 1999 -
July, 2003, Washington, DC, Director of Management Information Systems
IT Governance and Spending/Budget Control
. Increased revenue stream & saved $130K/year in staffing resources &
hard-copy publication fees with online turn-key & customized member
self-maintenance applications & integrated newsletter distribution
list services.
. Collaborated with senior management to plan and manage operations &
capital IT budget ($500+K).
. Aligned IT applications development & Service Level Agreements with
NAIS strategic plans.
. Recruited, trained, and managed a team of 2-10: Systems Engineers,
Database Administrators, Web Developers, data entry staff, and
consultants.
Business Relations & Crisis Management
. Assembled & involved cross-department stakeholders (20+) in all IT
initiatives & all phases of the Systems Development Life Cycle
resulting in improved communication & intra-staff consensus building.
. Recruited, hired, and collaborated with Business Process Consultant to
work with all department staff to document business processes & develop
new processes for deployment of new enterprise AMS/CRM.
. Collaborated with CFO and Senior Director of Network Systems and
Operations to develop disaster recovery proposal resulting in approval
for:
o rental of warehouse in Texas to house backup servers & limited
staff workstations,
o communications channels for communication with staff and
membership priorities,
o procedures for restoring programs and data, and
o working from home in the event of another 9/11.
. Collaborated with CFO and Senior Director of Network Systems and
Operations to resolve system security breach involving unauthorized
staff access to proprietary files (staff salaries).
. Developed Computer Use policy manual; submitted quarterly Board
Reports, & presented: IT Proposals / Project Updates to staff (all
levels).
Business Applications
. Managed pilot Knowledge/Content Management System & custom thesaurus
development improving access to web content for all school
administrators.
. Proactively managed implementation & development of an AMS/CRM system
resulting in the consolidation of more than 100 legacy databases & the
establishment of an integrated, centralized, and authoritative
information core supporting all key functions across nine departments
& saving $40K/year in staff resources.
. Managed vendors / consultants through all phases of the Systems
Development Life Cycle for development & deployment of customized
ColdFusion applications & SQL databases capturing, managing & reporting
on 40,000 member contact, e-Commerce, & programmatic, demographic and
statistical data.
Infrastructure & Critical Issue Management
. Oversight of all network (LAN/WAN) operations, help desk, IT
processes, and training & vendor management.
. Directed operations & management related to installation & upgrades to
network servers, & all other computing platforms, operating systems and
applications & security & business continuity planning.
. Provided technical solutions & escalated support for non-routine,
complex technical issues related to: operating systems, applications,
telecommunications, servers, SQL databases, CRM systems and hardware.
Platform/Software: Windows NT, Windows 2000, Windows XP, iMIS e-Series
(Coldfusion development environment for iMIS15), IIS/ Microsoft: Office XP
+ 2000, Outlook, IE, Access, SQL 2000, Project 2000/Project Server,
FrontPage, Great Plains; SQL Anywhere, iMIS 10.x (Association Management
Software), Crystal Reports, DB/Textworks, Norton/McAfee Anti-Virus, Backup
Exec, & RightFax, TextPad (HTML editor)
Employer: National Head Start Association, July, 1997 - October, 1999,
Alexandria, VA, Director, Technology Services
IT Governance and Spending/Budget Control
. Worked closely with President to develop multi-year IT budget &
strategic planning for replacing IT infrastructure, implementing new
business and web site systems in accordance with Board strategic plan.
. Managed change by establishing a Help Desk, new processes & policies
affecting: computer use, maintenance of AMS database records including
database validation/normalization, uploading/posting online materials,
systems & training documentation, training and vendor management.
. Established a national technology awards program for 2,500 Head Start
communities.
Business Relations & Crisis Management
. Achieved high favorable visibility & increased revenue through planning
& managing two national technology conferences for 2,000 federal
employees, academics, software industry executives & Head Start
Directors.
. Assembled & managed cross-functional teams to report on needs analysis,
produce RFPs & evaluate responses, & recommend purchase of Association
Management, Legislative Tracking, & Accounting Systems.
. Administered and managed vendors / consultants for new $3M educational
grant program for 250 Head Start Programs: designed evaluation &
allocation processes for 150+ applications & delivery of 450
educational workstations and training annually.
. Hired to work closely with CEO and Deputy Director to develop a
strategy to: restore e-mail & web site services, and resolve internal
staff conflicts resulting from rampant and uncontrolled viruses and
mismanagement of IT services.
. Developed Computer Use policy manual; submitted quarterly Board
Reports, & presented: IT Proposals / Project Updates to staff (all
levels) and the Board.
Business Applications
. Reverse engineered, with permission, complex AMS/CRM relational
database & application while importing 10,000 records saving staff
resources and completing acceptance testing ahead of schedule.
. Assembled & worked with internal cross-department stakeholders &
vendors to create & maintain new interactive web site serving as the
authoritative information source for 190,000 National Head Start staff.
Infrastructure & Critical Issue Management
. Managed an IT team of 4-6: Help Desk, database & web applications
development and provided technical solutions & escalated support for
non-routine, highly complex technical issues.
. With support and collaboration of the CEO, mitigated growing risk of
two computing platforms and two LANS within the same office complex by
researching, testing and deploying hardware enabling interoperability
of two operating systems (OS/10 & Windows NT) on Mac computers and
migrating desktop publishing from OS/10 to Intel-based platforms.
. Provided technical solutions & escalated support for non-routine,
complex technical issues related to: operating systems, applications,
telecommunications, servers, MS Access databases, CRM systems and
hardware.
Platform/Software: Windows NT, Windows 95/Microsoft: Office 95, Outlook,
IE, Exchange, Access; Lyris ListManager, Member/MeetingTrak, QuickBooks,
Norton/McAfee Anti-Virus, Backup Exec, & RightFax
Employer: The American Society of Association Executives & The Center for
Association Leadership, August, 1996 - May, 1997, Washington, DC, Associate
Director, Information Technology Services: 20,000 members, 120 employee,
$22M Revenue, $600K IT capital & operational budget.
IT Governance and Spending/Budget Control
. Planned & administered annual IT & Technology Section membership
budgets ($600K).
. Collaborated with Technology Council to plan & implement member
education, communication and retention initiatives.
Business Relations
. Collaborated with 11 department heads to capture section member contact
& demographic information in preparation for establishing organization-
wide list services.
. TechnoScope, compiled & edited articles, published bi-monthly by the
Technology Section of the American Society of Association Executives
(distributed to 2,000 member ASAE Association Technology Executives),
provided quarterly Board Reports; Presentation to ASAE Section
Congress: "List Services for ASAE's Member-centric Communities".
Business Applications
. Configured and deployed enterprise-wide list databases and
applications.
. Developed training materials & managed scheduled roll-out and
presentation of Lyris list management training incorporating individual
department policy & procedures in response to the organization's
strategic goal of providing networking opportunities for its 21,000
members.
Infrastructure & Critical Issue Management
. Oversight of operations & management related to installation/upgrades
to 130 node LAN, security, business continuity planning, enterprise
AMS/CRM & desktop software applications.
. Managed a team of 3-10: Systems Engineer, a Help Desk Specialist, a Web
Administrator and consultants.
Platform/Software: UNIX (BSD), Windows NT, Windows 98/ Microsoft: Office
95, Outlook, IE, Access; Lyris ListManager, Norton/McAfee Anti-
Virus, Backup Exec, & RightFax
Employer: CAPCON Service Center, Online Computer Library Center, July, 1986
- June, 1996, Washington, DC, Manager, Systems Development and Support
IT Governance and Spending/Budget Control
. Collaborated with the President to increase & diversify non-dues
revenue stream by $200Kper year through establishment of a
Microcomputer Management Services Program & full-service non-profit and
for-profit subsidiary Internet Services Provider (ISP) services.
. Established internal processes for reviewing and responding to customer
RFPs.
Business Relations & Crisis Management
. Negotiated contracts and managed vendors / consultants to create &
deploy Internet digital / analog connectivity & online services,
content management technology, consulting & training services for
corporate, government, academic and professional customers.
. Utilized technical information from OCLC to advise member technical
managers/developers creating interface between OCLC databases & local
systems.
. Collaborated with staff across disciplines to develop marketing
strategies, promotional materials & client contracts for services from
CAPCON's ISP subsidiary.
. Managed systems disaster recovery for ISP services supporting hundreds
of subscribers resulting in completely recovering subscriber data and
restoring access to the Internet.
. CAPCON Microcomputer Memoranda, edited articles, published bi-monthly
by the CAPCON Library Network; developed & presented formal continuing
education microcomputer software training and other presentations to:
Library of Congress, ("CAPCON Connect (ISP) Telecommunications
Infrastructure"; Council On Governance, ("Internet Services: Start Up
Options") & CAPCON Membership Meetings: Various new Internet services
updates.
Business Applications
. Built & managed UNIX & Windows Communications, File & User Account
servers.
. Established CAPCON Connect, an early Internet Service Program,
providing Internet connectivity & full Internet services eventually
serving 500+ corporate, non-profit and government organizations.
Infrastructure & Critical Issue Management
. Recruited, hired, trained & supervised IT staff: Systems Engineers,
Help Desk/Database Specialists, & programmers developing & maintaining
new Internet information products & services.
. Integrated Windows & UNIX platforms enabling all staff direct access to
Internet support services, improved collaboration & teamwork.
. Built LAN/WAN infrastructure supporting 1000+ ISP, OCLC subscribers &
CAPCON support staff.
. Provided technical solutions & escalated support for non-routine,
highly complex technical issues related to: UNIX/Windows operating
systems, applications, telecommunications, servers, and hardware
systems.
Platform/Software: UNIX: Solaris 3.x, SVR4, Windows 3.1, Windows 95,
DOS/dBASE III+/IV, WordPerfect, Korn Shell, Kerberos, Wide Area Information
System (WAIS) & Solomon IV.
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