Director, IT Customer Operations

ANDREW MILAM 919-***-****

**** ******* **. - *******, ** 27613 ******.***********@******.****

IT Director and Manager with progressive, in-depth experience managing

dynamic and complex technical organizations responsible for the design,

implementation and support of enterprise IT infrastructures. Designs

business systems to align with corporate and stakeholder needs and improve

overall corporate performance. Professional strengths include unique

technical skills in key methodologies including SDLC, ITIL and Lean Six

Sigma. Expertise includes business systems design, implementation, support,

operations management, and project oversight. Notable professional

achievements as an IT Director and Manager include:

o Directed the IT organization through transition from a $5 Million run

rate to more than $25 Million; responsible for performance of $1.5

Million in capital assets and increasing availability of IT services to

99.995%.

o Increased internal training and qualifications from 65% to 95% and

reduced labor by 250 hours per month for new EDC accounts; used Six Sigma

methodologies to enact project-related operational improvements.

o Created a standardized Change-In-Scope process to improve visibility of

profit margins, work received, contract quantities, and process,

resulting in reduced internal cycle times and removal of technical

defects.

o Led the migration of a datacenter from isolated racks to a private cage,

lowering monthly costs per square foot, while implementing new datacenter

networks, connectivity, firewalls, core switching, B2B VPNs, and 10Gb

switching.

o Managed transition from a UK office to onsite operations in the US;

ensured the seamless transfer of services and deliverables.

PROFESSIONAL EXPERIENCE

MERGE ECLINICAL, Morrisville, NC 2007 - Present

Director of IT Operations (2010 - Present)

. Establish, implement, and maintain best practices and operational

procedures governing the use and administration of IT resources.

. Collaborate with management teams to identify business requirements and

align IT initiatives and strategies to the defined needs of internal and

external customers.

. Managed technical personnel staffing, recruitment, supervision,

scheduling, development, evaluation, and disciplinary actions for all

technical staff members.

. Research, purchase, and implement corporate IT services and revenue-

generating solutions, including, infrastructure planning, monitoring,

maintenance, development, upgrade, and support, providing technical and

management expertise to administer networks, data centers, servers, PCs

and operating systems.

. Define and apply infrastructure strategies to ensure improvements,

including enterprise capacity planning to meet current and future growth

requirements.

. Engage and manage vendor relationships to ensure the achievement of

service-level agreements (SLAs), new software evaluations, and technology

product deployments.

Global Support Services Manager (2009 - 2010)

. Managed global customer support with 24/7/365 coverage, managing teams of

global onshore and outsourced technical development and administration

professionals; trained and managed teams according to company

requirements.

. Collected and reported division-wide customer satisfaction and operations

metrics, along with tracking incidents and all customer service requests.

. Established and maintained regular written and in-person communications

with executives, department heads, and end users; delivering material

subject matter expertise regarding IT support operations.

ANDREW MILAM PAGE TWO

PROFESSIONAL EXPERIENCE (Continued)

MERGE ECLINICAL (Continued)

Quality Compliance Analyst (2009 - 2010)

. Supported external audits with customers and regulating bodies regarding

21 CRF Part 11 compliance (GCP).

. Authored standard operating procedures to ensure that audit compliance

requirements were achieved throughout the IT organization.

Operational Excellence Leader and Trainer (2007 - 2011)

. Deployed Lean Six Sigma methodologies; certified all employees as

Yellowbelts, and acted as executive consultant for project selection and

reporting.

. Worked as Blackbelt and Master Blackbelt for four DMAIC projects,

including developing and delivering training materials.

Systems Administrator (April 2007 - December 2007)

. Provided comprehensive system administration and technical support on all

company IT resources, including FDA-regulated SaaS Windows Enterprise

Domain and essential services.

NC DEPT. OF THE STATE TREASURER, Raleigh, NC 2005 - 2007

Enterprise Systems Group Supervisor

. Led projects to build, support, and monitor new retirement application

systems, ensuring 24/7, 99.999% availability of application, hardware,

and support services used by more than 200,000 customers.

. Developed and implemented technology upgrades and enhancements, including

migrating from Exchange 5.5 to Exchange 2000 and architecting and

implementing a Distributed File System used to migrate from an NT4 domain

to Windows 2000 platform servicing the greater Raleigh, NC area.

. Conducted a server-hardening project, including authoring strategies,

policies, and standards to govern project management for three enterprise

custom applications including over 200 servers.

. Trained and mentored agency personnel in the proper use and

administration of implemented systems.

CIBER, Raleigh, NC - CLIENT: NC Dept. of the State Treasurer 2003 - 2005

Network & Security Engineering Contractor

. Supervised group of five network and system administrators responsible

for availability and performance of all IT systems and network within the

enterprise.

EDUCATION

Bachelor of Science Degree - Graduated Cum Laude, 1998 - OREGON STATE

UNIVERSITY

CERTIFICATIONS & TRAINING

Instructional Design and Development for Adult Learning, 2008

Lean Six Sigma Yellowbelt, Greenbelt, Blackbelt, 2008

Team Facilitation for Black Belts, 2008

Situational Leadership for Black Belts, 2008

Effective Presentation Techniques, 2008

ITIL, Foundation v2 (Information Technology Infrastructure Library), 2006

PMP Training, 2006

Banding and Job Classification, NC Office of State Personnel, 2006

Coaching and Teambuilding Skills for Managers, NC Office of State

Personnel, 2005

Novell Tree Engineering and Migration; Windows NT4.0 Server; Novell Netware

5/ZenWorks, 2000

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