Customer Service Management

TIMOTHY SHANOVICH **********@*****.***

**** ******** ***** - ****, ** 60013 847-***-****

Technology Executive with longstanding experience leading business initiatives to develop improved business technology processes, products, and services. Develops and unifies cross-functional business and technical teams to facilitate the identification and translation of business requirements into transformative IT solutions. Strong history leading organizations and initiatives for multiple industries, including Credit Information Management and Print, Mail, and Electronic Presentment, Health Care and Banking. Professional strengths feature international experience in Strategic Planning, IT Standardization, Financial Analysis, and Risk Management. Professional achievements as a Technology Executive include:

oDesigned and implemented new applications that generated $10 Million in new revenue.

oEstablished technology management processes that contributed to reducing hardware and software costs by $500,000.

oCreated and managed cross functional PMO that achieved a 32% reduction of project costs while increasing speed to market by 18%.

oDeveloped a new offshore team to achieve a $300,000 reduction in conversion costs.

oConverted technology standards of more than 500 applications; reduced hardware costs by 15% and support issues by 60%.

oRestructured release management procedures, which produced a 180% reduction of quality issues.

oAchieved a 14% reduction of overtime expenditures using a cross-training program for production operations, and produced a 20% improvement in new customer implementations and revenues.

PROFESSIONAL EXPERIENCE

PINNACLE DATA SYSTEMS, LLC, Atlanta, GA 2011 – 7/2015

Vice President of Information Technology Leader (2013 - Present)

Lead technology development teams responsible for analyzing and establishing technology requirements and solutions; manage administrators and developers handling design, implementation, and support of all strategic projects.

Created cross functional PMO for technology and operations units reducing project costs by 32% and enhancing speed to market and program quality.

Collaborate with cross-functional groups to establish development processes and governance solutions that enable continuous improvement throughout diverse organizations.

Direct special technology projects and programs to enhance business performance; converted 500 applications from legacy to new corporate platform, and achieved 14% revenue growth of existing customers through enhanced postal processing.

Communicate with internal and external technical and operational personnel to identify and solve issues related to IT management and development.

Vice President of Operations (2011 - 2013)

Directed the work of more than 150 operational, project management, and customer service personnel operating across multiple sites; ensured that daily operations, quality assurance, and P&L management aligned with corporate strategies.

Established and implemented new policies and processes to support sales growth, new customer implementations, and organic growth initiatives.

TIMOTHY SHANOVICH PAGE TWO

PINNACLE DATA SYSTEMS - Vice President of Operations (Continued)

Organized and managed a change control board in order to eliminate frequent customer issues, improve predictability, and support operational strategies.

Led a project to move the Atlanta site to a new location; conducted the migration without any interruptions to business continuity.

Consolidated Operations, Purchasing and Customer Relations of newly acquired businesses.

TRANSUNION LLC, Chicago, IL 1996 - 2011

Vice President, Enterprise Systems and Online Applications (2003 - 2011)

Assessed business needs and communicated requirements to internal business groups responsible for system development, testing, and other technical deliverables; ensured that all development efforts aligned with business expectations.

Researched and recommended new technologies to achieve improved system performance while controlling and reducing IT costs across the entire enterprise.

Allocated and managed a $45 Million IT budgets, financing and managing operations staffed by more 120 associates across domestic and international locations.

Drove many high-visibility initiatives, including implementing SOX compliance across all organizational units, coordinating offshore resources to save $2 Million, and delivering $8 Million in new technology products.

Reduced operational costs by $6.3 Million through effective vendor review processes, highlighting quality, cost, and stability alignment to company standards.

Director, Enterprise Systems (1999 - 2003)

Oversaw operational improvement initiatives including managing a change of print and mail vendors that saved $2.8 Million annually, and retiring four legacy applications, which added mainframe capacity and reduced operational costs by $1.4 Million.

Delivered new technology solutions for Billing and Financial organizations; completed projects under budget and on schedule.

Redefined pricing and cost strategies for online transactions products, an initiative that increased revenues by $8 Million.

Introduced Agile development methodologies as to manage new technology implementations.

Manager, Billing and Financial Reporting (1996 - 1999)

Led an accounting team of 10 associates responsible for supporting billing, pricing, vendor management and budgeting for technology teams.

Created functional and operational requirements for newly implemented systems, focusing on leveraging technology to enhance business performance.

Initiated changes in pricing of multi-delivered transactions, increasing revenue by $3.5 Million.

Developed a plan to eliminate free duplicate processing, improving revenue by $2.5 Million.

EDUCATION

Bachelor of Science, Economics and Geography - UNIVERSITY OF WISCONSIN - MILWAUKEE

TECHNICAL SKILLS

PeopleSoft, Ab Intio, Brio, Sefas, HP Exstream, Java, Cobol, C+, .NET, Forte, People Tools

Contact this candidate