Customer Service Management

STEVEN GUZZO *******@*****.***

Austin, TX 805-***-****

Objective: Obtain an IT leadership position where my leadership, technical and strategic abilities can be leveraged to

help the company grow, optimize IT costs and achieve the business’ objectives.

BUSINESS TRANSFORMATION & IT COMPETENCIES

IT & Business Strategy Development, Consolidation, Standardization & Execution

Process Engineering, Large-Scope Delivery Service, Performance & Quality Improvement

Next Generation Systems, Applications, New Products & Service Launches

Mergers & Acquisitions; International IT Integration Leadership, Operations & Maturity Management

CAREER ACHIEVEMENTS

WAL-MART STORES, INC. – IT STRATEGY MANAGER 10/2011 to Present

Lead strategic transformation of the technology division to ‘run’ at the right cost by targeting a 10% reduction of a 700M

budget for run, by right-sizing software contracts, hardware maintenance and removing duplicative technology.

Delivered Infrastructure technology strategy that aligned with divisional goals by working with stakeholders.

Implemented a robust project approval process that ensured projects were aligned with strategy, properly governed, and

had financial and/or technology payback.

Align technology strategies with corporate strategies and ensure technology division goals support corporate and

business segment visions.

Function as a part of the Office of the CIO by designing, delivering and gaining support for IT wide initiatives, example

bending the cost curve, through the most senior ranks of the company while ensuring the appropriate level of

communication and detail for the audience.

Develop and recommend qualitative and quantitative objectives for defining and tracking business value through

reporting metrics and scorecards to engage team and support decision making.

Implement divisional scorecard to monitor the business in the areas of IT value, customer/partner, operational

excellence, future/learning/growth.

Drive the development of Walmart Technologies Diversity and Inclusion program to equip leaders with knowled ge and

tools to attract, retain and engage a high-performing and diverse workforce by facilitating trainings and workshops to

enhance learning and hands-on applications.

BANK OF AMERICA - TECHNICAL PROJECT MANAGER 2/2011 to 9/2011

Developed and implemented business solutions to meet the client’s needs by delivering multi -million dollar data center

consolidation project on time.

Maintained compliance by managing project threats through comprehensive risk mitigation assessment and planning

techniques.

Delivered significant project milestones leveraging coordinated communication and work efforts across multiple lines of

business to ensure continuous efficient management for project.

E.W. SCRIPPS - DIRECTOR, INFORMATION TECHNOLOGY - VENTURA COUNTY STAR 9/2007 to 10/2010

Member of executive team r esponsible for entire IT division, including personnel, budget, strategic direction, infrastructure,

application development, web customer support, systems support and stability of the computing environment.

Defined IT strategy resulting in five year direction, efficiencies an d new leverage opportunities.

Implemented a data center strategy consisting of disaster recovery, business continuity, system utilization, power

management, redundant network topology and server virtualization.

Consolidated and migrated remote data centers into primary data center, resulting in cost savings and increased up time

and reliability.

Led a team of professionals – managers, architects, engineers, system and application programmers, analysts, project

managers, operations and product development subject matter experts.

Transformed the network, telecom and print infrastructures resulting in $1M savings, by conducting RFPs and vendor

due diligence, resulting in new functionality and reliability with a lower TCO.

Streamlined the desktop build processes, resulting in an $180,000 annual savings by standardizing the user experience

and application set.

Improved customer service and community perception by implementing automated call handling and routing.

Increased server and desktop security posture resulting in system stability and a $50,000 annual savin gs by

implementing security and backup processes.

STEVEN GUZZO *******@*****.***

Austin, TX 805-***-****

BANK OF AMERICA (COUNTRYWIDE FINANCIAL)

VICE PRESIDENT, SYSTEMS ARCHITECTURE 9/2005 to 9/2007

Accountable for multimillion -dollar project and service relationships including desktop and remote office architecture, mobile

computing, printing/imaging, vendor management/selection, enterprise software packaging and change control for over 150,000

systems.

Executed transfer-of-ownership from United States based groups to international division in India, resulting in lower IT

costs, more efficient support and increased global presence.

Identified and began deployment of enterprise desktop encryption software that met Federal Reserve Board and Gramm -

Leach-Bliley requirements through extensive due diligence and integrating testing.

Implemented HP’s Radia client automation to improve availability, security and compliance by aligning internal

technical resources to ensure successful implementation.

Utilized Microsoft’s Technology Adoption Program to test new capabilities and software leading internal architectural

development and planning in coordination with Microsoft engineers.

MANAGER, SYSTEMS ARCHITECTURE 10/2003 to 9/2005

Led a dynamic, internal, entrepreneurial team to develop pr ograms, solve business problems and create standard processes and

systems to streamline operations and reduce costs while providing a high level of customer service to internal and external clients.

Responsible for desktop and server architecture, terminal emulation, print infrastructure, establishing global hardware and

software standards.

Led a team of 10 professionals - knowledge architects, engineers, systems programmers, operations and product

development subject matter experts to deliver technology solutions that aligned with IT goals and business vision.

Partnered with business divisions to improve relationships, increase customer satisfaction, provide business enabling

technologies and ensure product satisfaction.

Salvaged critical project that was 36 months behind schedule and in serious financial difficulty by assuming

management responsibility of the team and got the program back on track within five months.

Reorganized architecture and service-delivery teams to support new strategies and directives.

SYSTEMS INTEGRATION ENGINEER 7/2000 to 10/2003

Developed a standard Windows managed desktop and server environment for the enterprise by architecting a solution

that met the clients’ and IT’s needs.

Migrated the company from Microsoft NT authentication to Active Directory domain services.

Implemented remote connectivity solution saving the company over $1M annually.

Architected and deployed Microsoft’s Systems Management Server, IBM’s Host on Demand, Websphere MQ, Client

Access and McAfee’s ePolicy Orchestrator.

OXNARD UNION HIGH SCHOOL DISTRICT - EARLY CAREER 1995 to 7/2000

Promoted through position s that spanned a variety of disciplines, including: IT, financial accounting, personnel management,

project management, marketing and classroom education. Developed a new aquatics program, managed a team of 50+,

developed strategic direction, P&L accountability, created job descriptions and conducted interviews.

EDUCATION

Master of Business Administration (MBA), Bachelor of Science in Business Administration,

emphasis in Management & Organizational Behavior emphasis in Management Information Systems

California Lutheran University, 2004 California State University, Northridge, 2000

Microsoft Certified Systems Engineer Microsoft Certified Database Administrator

VOLUNTEER EXPERIENCE

Advisory Council, California Lutheran University Board of Directors, Greater Conejo Valley Chamber of

School of Business Commerce

Vice President Board of Directors, NWA Center for Vice Chair Board of Directors, American Red Cross of

Equality the Central Coast

Vice Chair, Walmart PRIDE Associate Resource Rebuilding Together

Group

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