Customer Service Management

John Granger

***** ****** **. ********, ** *****

Cell 804-***-**** ***********@**********.***

Turnaround Leader Team Focused Strategic View

A proven leader with 35 years of experience in technology projects and senior management for corporations and non-profits in the food manufacturing and distribution, banking, insurance and legal industries. Skills include infrastructure and application project budgeting, planning, strategic planning, team building and relationship management. High-energy performer able to implement positive change within project teams and organizations.

PROFESSIONAL EXPERIENCE

CORE CONSULTING, INC., Richmond, VA 2006-2015

Core Consulting provides IT services and staff augmentation to clients in the Mid-Atlantic region of the US. Core also provides infrastructure, applications and staff evaluations and project remediation

Senior Consultant

Successfully planned and implemented technology for a new 300 person office in New Orleans, LA for a large Richmond-based law firm, in under 3 months from start to finish. This effort included establishing 18 satellite customer service centers along the Gulf Coast. Two new Richmond offices were established, of several hundred associates each, to review, resolve and pay hundreds of thousand claimants for a huge class action settlement.

oSuccessfully implemented over 600 new pc workstations.

oProvided day-1 critical network services and redundancy to insure host application, security and phone connectivity were functioning with no downtime.

oEstablished hardened infrastructure such that operations remained online through hurricanes hitting both New Orleans and Richmond.

oPlanned and accomplished a headquarters IT relocation to a co-location facility and an equipment refresh that eliminated system outages.

Planned and implemented a new regional office for a Richmond-based specialty insurance company on-time in under 3 months from green field to full occupancy with networking, security, 45 workstations and IP phones

Project managed implementation of a Datacenter Information Management application (DCIM) to tie all computer centers of a large banking company together for monitoring and control of all environmental and power equipment locally and from a central location. Managed implementation of radio frequency ID (RFID) tags for all server, storage and networking gear company-wide.

oThis resulted in a significant reduction in time and effort to locate uninstalled gear and reduced equipment inventory time by 80%.

Performed a technology audit for a major provider of business information on non-profits that included staff interviews, infrastructure and application review and future plans.

oThe audit produced a roadmap that specifically defined how to resolve each item found.

Produced a technology audit for the non-profit United Way of Richmond and a Customer Relationship Management (CRM) project audit for another non-profit; ComfortZone Camps.

oProduced recommendations to resolve all identified technology, staffing and workflow issues.

Planned and managed to dissolution of three large datacenters and the migration of 24 racks of equipment to a co-location facility for a large bankrupt Richmond-based title company.

oProvided guidance to purchasers of subsidiaries and managed their equipment move.

oEvaluated all available co-location facilities and negotiated rock bottom pricing for housing equipment needed by the bankruptcy trustees.

oPersonally planned and migrated one subsidiary from Texas to California via private jet over a weekend.

GRANGER CONSULTING SERVICES, INC. 2000-2015

Granger Consulting Services provides consulting and staff augmentation to clients in the form of beginning-to-end project management. GCS also consults on supply chain, logistics and master data management.

Senior Consultant

Responsible for implementation of an automated transportation management system at a large meat processing company that improved in-house fleet efficiency by 15% and reduced 3rd party carrier costs by 11%.

Provided all server and network implementation and maintenance for a medical transcription company that resulted in no HIPAA or PII incidents during the full 9 year run of this effort.

Evaluated all master data management systems and selected the one most suited to a major foodservice company and developed a methodology to combine 2 disparate product databases; each over 600,000 products.

Successfully implemented an automated transportation management system at a large 3rd party logistics company resulting in significant reductions in carrier expense and greatly improved on-time delivery. Reduced transportation costs for several grocery chains by an average of 18%, cut the carrier selection and order confirmation time by over 45% and improved backhaul cost savings by 70%.

Evaluated all 55 national mystery shop vendors and identified the one that best met the needs of a giant fast food chain. Managed the selection process and application development for a hand-held restaurant evaluation system that streamlined restaurant audits.

FURR’S SUPERMARKETS, Albuquerque, NM 1997-2000

Furr’s Supermarkets was a regional grocery chain.

Vice President/CIO

GSI OUTSOURCING, Tampa, FL 1995-1997

GSI was an IT outsourcer for Kash&Karry grocery stores.

Vice President, Supply Chain

ROUNDY’S, Milwaukee, WI 1990-1995

Roundy’s is a regional food wholesaler and retailer.

Vice President/CIO

RICHFOOD (SUPERVALU), Richmond, VA 1987-1990

Richfood was a regional food wholesaler for grocery stores.

Vice President/CIO

STOP AND SHOP COMPANIES, INC, Boston, MA 1981-1987

Stop and Shop Companies was a retail conglomerate made up of supermarket, discount department store, retail department store and drugstores.

Vice President, Information Systems Division

Other position held:

Data Center Manager, 1979-1981

EDUCATION

Mid-Management Degree – Richland College, Dallas, TX

CIO Boot Camp – Harvard University, Cambridge, MA - 1982

MILITARY

Honorable Discharge – United States Air Force

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