Customer Service Management
Resume:
ANDREW J. KREIS
**** **** *** • Seattle, Washington 98122
206-***-**** • ***********@*******.*** • www.linkedin.com/in/andrewkreis
SENIOR TECHNOLOGY PROFESSIONAL
Highly accomplished executive with solid background in information management and technical
expertise for dynamic industries such as non-profit, healthcare, and education, in pursuit of
bottom-line goals and objectives. Full responsibility for budgets, developing multi-year corporate
strategies and executing complex projects on time and on budget. Expertise in management,
information technology, policy development, resource allocation, and security solutions. Strong
problem-solving skills and the ability to quickly gather information and implement plans of action.
Budgeting • Cost / Benefit Analysis • Change Management • International Business
Negotiations • Consulting • Project Management • Restructuring • Strategic Planning
Team Leadership • Recruiting • Policy Development • IT Strategy • Process Improvement
Training • SaaS / ASP Infrastructure • Needs Assessment • Software Development
Technical Support • Network Administration • IT Infrastructure • Ecommerce • Deployment /
Migrations • Quality Assurance / Testing • Technical Writing • Customer Service • Procurement
Data Warehousing • Vendor Relations • Risk Management • Healthcare IT • Cloud Initiatives
PROFESSIONAL EXPERIENCE
UNIVERSITY OF ILLINOIS AT CHICAGO, Chicago, IL • 1/2012 to Present
Educational Institution
BHIS (Remote) Adjunct Faculty
Instruct graduate level classes for Master of Science in Health Informatics within Biomedical and
Health Information Sciences Department.
Achievements:
• Facilitate improved subject mastery for students, updating course with new textbook and
eliminating additional software instruction through collaborating with Lead Professor
presenting student feedback and recommending changes.
NATIONAL CASA ASSOCIATION, Seattle, WA • 11/2012 to 11/2014
Court Appointed Special Advocates (CASA) for Children
Senior Director of Technology
Directed local and remote technical staff and administered $300k annual technology budget
driving strategies and methodologies bolstering cost effective and reliable information
technology service achieving organizational goals. Delivered continuous system improvements
including numerous proprietary specialized systems, two customer service management (CRM)
systems, and new technology initiatives ensuring value and alignment with organizational
strategic goals.
Achievements:
• Garnered $4 million in-kind donation of software supporting national and non-profit member
programs through close collaboration with Director of Strategic Partnerships.
Resume
ANDREW J. KREIS
• Page 2 •
***********@*******.***
Formed consortium of staff, volunteers, and vendors throughout network researching and
•
recommending improvements regarding standards, interoperability, nomenclature,
continuous improvement, governance, and features for data and systems standardizing
statistics and network data.
Developed three-year strategic plan to move to cloud-based / hosted solutions, retiring in-
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house infrastructure and consulting costs.
Led task force to identify and define master data management plan.
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HEALTH SOLUTIONS NETWORK (NOW MD ALIGNE), Seattle, WA • 9/2005 to 6/2011
Privately owned, Health Solutions Network
Chief Operating and Technical Officer
Oversaw daily operations across six departments with 30 personnel, 4000 marketing affiliates,
and $15M annual sales. Collaborated with clinicians bolstering SaaS offerings and reducing
workflow conflicts. Qualified and recommended business improvements and sustainability
initiatives maintaining and expanding organization.
Achievements:
• Increased revenue $3M in 2010, against weak economy and suffering sales, by sourcing
internal marketing professional and changing affiliate management program to proactive
affiliate account managers.
• Maintained 99.95% server up-time and saved $45k annually, eliminating poor performing
outsourced IT services and created migration plan to new hardware requiring minimal
downtime.
• Reduced operational costs and facilitated new engagements by improving company
reputation with in-person meetings, third-party certifications and registrations, and actively
recruited new pharmacies.
TRADOS GMBH (NOW SDL), Stuttgart, Germany • 9/2000 to 3/2004
Provides translation software automating key processes associated with authoring, localization,
and publishing enterprise information.
Senior Applications Engineer
Hand-selected by CIO to join global IT team to on-board and manage globally dispersed
software development team supporting all internal initiatives, and supervising all IT software
projects including in-house return on investment calculators, video conferencing systems,
various websites, and customer relationship management (CRM) systems.
Achievements:
• Reduced manual work, enhanced customer service, and slashed fulfillment and licensing
time by spearheading project combining two order processing systems into one web-based
system processing three currencies localized into seven languages.
• Centralized database facilitating update from any department for sales team members
regardless of home territory by leading project standardizing customizations and upgrading
outdated CRM to newest version complete with centralized main database.
Resume
ANDREW J. KREIS
• Page 3 •
***********@*******.***
Director of Ecommerce Technical Operations (Seattle, WA)
Managed technical staff and operations for office network, testing environment, production
environment, and deployment of 24x7 application service provider (ASP) solution. Handled
relationship management with hosting company, administered annual technical operations
budget of $1M, handled IT staffing needs, SLA standards, escalation paths, and technical
support for early adopters of ASP solution.
Achievements:
• Led on-time pilot system release to early adopters by procuring required hardware and
software licensing and collaborating with partner ensuring project timelines.
EDUCATION
Master of Science in Health Informatics
University of Illinois at Chicago – Chicago, Illinois
Bachelor of Science in Computer Science (Artificial Intelligence)
University of Montana – Missoula, Montana
Bachelor of Arts in Mathematics (Statistics)
University of Montana – Missoula, Montana
CERTIFICATIONS
IT/IS Project Management • Business Analysis • Nonprofit Management
PROFESSIONAL ORGANIZATIONS
Current board member of Washington State Health Advocates Association (WASHAA)
HIMSS • CHITA
PUBLICATIONS / PRESENTATIONS
"Discovering and Prioritizing your IT needs" - National CASA Association
2013 Annual Conference
"Managing your IT resources" - National CASA Association 2013 Annual Conference
TECHNICAL SKILLS
Microsoft Office Suite • Windows: Server/OS/Exchange/Office Mac: OS/Office
UNIX OS • MS Project • MS Visio • Office 365
FOREIGN LANGUAGE
German
Resume
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