Customer Service Real Estate
Resume:
Vernon Chang
Oakland, CA ***02
*******@*****.***
MANAGEMENT PROFILE
Over fifteen years' experience successfully managing cross-functional teams
and change management for end-to-end business processes and the full
lifecycle of technology projects. Proven ability to influence key
stakeholders, across the organization, based on sound business judgment and
demonstrated track record for delivering promised results, and effective
post implementation support. A quick study, that thrives in a fast paced,
ever changing environment.
AREAS OF EXPERTISE
ITIL . IT Governance . SOX . Project Management . IT Budget Management .
ROI Analysis . Data Encryption . Disaster Recovery . RDBMS . Oracle11i .
SQL Server . Linux . Unix . Windows . MAC . Cloud solutions . SaaS . VMware
Virtualization . Enterprise Storage . TQM . ITSM . CRM
PROFESSIONAL EXPERIENCE
Wind River Systems, subsidiary of Intel Corp, Alameda, CA Sept 2006-Feb
2014
Manager, Operations, Information Technology
The IT leader responsible for delivering infrastructure solutions to
support the business needs. With my global staff, provide desktop and
mobile support within budget and performance requirements. Support offices
throughout the United States, Canada and 26 global locations. Support
Windows, Linux/Unix and MAC systems, VPN connectivity, VOIP phones,
Exchange and SharePoint, PGP Disk encryption and other applications on a
7x24 basis.
Implemented improvements to IT Customer Service Management Tools
. Oversee the Client Services / Desktop support teams responsible for
managing system ticket and escalation.
. Developed SOP and implemented internal "Call Tracking/Help Desk" KPIs
to measure the effectiveness of the internal support structure
. Manage and implement an ITSM system, and insuring that it conforms to
ITIL standards.
. Process owner for the implementation of LeiberSoft's RPM (Random
Password Manager) which dramatically increased the security of global
systems.
. Implement IBM's BigFix/Tivoli Management Solution for hardware,
software and mobile devises.
Developed a strategic plan, translated that into action, and executed an IT
services transformation that aligned with the annual corporate goals
. Work with the major stakeholders on the replacement of the CRM system
to a cloud based SalesForce implementation.
. Manage and Implement a Security Information Management console
comprised of McAfee A/V, SecurePoint, and other Anti-Intrusion
software.
. Work with a dedicated team as a major stakeholder in the
implementation of Centrify, a NIS to Active Directory solution
. Manage and implement a disaster recovery system using offsite, cloud,
and co-location facilities.
Manage existing infrastructure and decreased user down times and field
recovery costs
. Manage the migration of existing Windows XP machines to Win7 and
mitigate compatibility issues that may arise.
. Unify and standardized hardware / software deployment architectures
through the use of approved vendors and managed costs.
. Ensured that IT Client Services adhere to SOx requirements and
monitored controls.
. Ensured compliance with all software licensing agreements per the
Business Software Alliance.
Vendor Management
. Ensure that all global hardware and software purchases are through
approved vendors.
. Negotiate contracts on procurement or services of Client Services
related issues.
. Participate in merger analysis of client hardware and software assets
and contracts.
World Savings and Loans, Oakland, CA June 2003-Aug
2006
ELOC Central Administration / Systems Manager
Responsible for managing software / infrastructure projects for the ELOC
(Equity Line Of Credit) department. Liaised with corporate IT based in San
Antonio Texas to implement and resolve ELOC Central's technology-related
issues. Re-engineered workflow processes, developed documentation and
implemented a SOP for ELOC units. Identified and made recommendations to
senior management on process and software initiatives.
Developed and implemented an integrated loan auditing system across the
ELOC department
. Established workload estimates and potential efficiencies for each
unit with the implementation.
. Reduced total cost of operation by eliminating mainframe clock time
costs and latency though the introduction of a web based architecture.
. Recovered of lost or redundant costs associated with pervious loan
auditing deficiencies.
. Ensure that loan audits and fees charged comply with HMDA (Home
Mortgage Disclosure Act) guidelines.
Implemented the infrastructure for Fidelity's "digital signature" system
. Liaised with corporate partners to developed user requirements.
. Created rigorous change control procedures.
. Implemented a paperless "digital signature" PKI encryption process,
bringing it in on time and on budget.
Generated a $1.8 million savings with the re-implementation of the
Automated Valuation Model for Real Estate
. Gathered data, wrote business case, and obtained buy in from the
executive leadership.
. Removed redundant services, utilized common processes, and centralized
management of the real estate process.
. Architected the SQL / Java / DOM based application.
Topica. Inc., San Francisco CA June 2001-April
2003
Director of Engineering Services
. Managed the day-to-day operations of the 12 person Quality Assurance,
Configuration Management and the Database teams.
. Implemented a Quality Assurance test suites (SILK) for all aspects of
the application testing process.
. Guide the implementation of tests to conform to Agile Extreme
Programming or Waterfall development cycles.
. Provided services to external clients to ensure the safety and
security of client lists and activities.
. Developed operational procedures and implemented internal "Call
Tracking" to support a more effective internal development
environment.
Education
ITIL V3 Overview
HDI, Help Desk Institute Member, Northern California
California Department of Real Estate Appraiser - Licensed / Certified
Real Estate Appraiser
California State University, Hayward - Major: Industrial Psychology
Additional work experience available upon request
References available upon request
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