IT Executive

Douglas Lionberger

**** ***** ***** • Naperville, Illinois 60564 • 630-***-****

**************@*****.***

EXECUTIVE SUMMARY

Deep experience with demonstrated results: eCommerce, Operations, Architecture, Security, DevOps and ITIL, Tooling, Cloud Services, mobile application/web, Disaster Recovery and Service Desk implementation and management

Substantial experience building eCommerce BtoC and BtoB sites as well as promoting through multi-channel and affiliate marketing.

Solid strategy development and execution skills (breaking strategy into clear and concise measurable tactics) with a tenacious ability delivering quality, on time and on budget results.

Experience utilizing Social Media and SEO driving conversion rates up resulting in increased revenues

Thought leader driving IT transformation resulting in cost reductions, efficiencies and increased quality

Demonstrated ability building, mentoring and developing results orientated global technical and business teams

Managed organizations with P&L accountability from $2mm to $450mm annually and global staff from 12 to 1,200

Complex multi-national contract negotiations and execution within the Americas, EMEA and APAC regions

Committed to ethical business practices, open communications and transparency driving sustained customer and stakeholder relationships and partnerships

PROFESSIONAL EXPERIENCE

Candor Technology Solutions, LLC

Manager Director

Candor is a group of leading professionals assisting companies with development and execution of Cloud strategy, migration, management and security solutions. While we are a Chicago based organization, we are in the process of opening offices in Indianapolis, EMEA and South Africa. Our drivers are to collaborate with companies from simple to complex hosting and security efficiency as well migration, managing applications in the Cloud. Nothing goes without security. Our unique approach will ensure that your applications and data are as secure in the Cloud as they are on premise.

Hyatt Corporation

Director, eCommerce DevOps Cloud Services

Reporting to the Global Head of IT Operations responsible for the architecture, implementation, performance and operational support of Hyatt eCommerce websites and consumer online experiences. The Hyatt.Com website supports a channel delivering one quarter of Hyatt’s revenues in excess of $1.5B annually. Developed and implemented new strategies improving eCommerce development and operational effectiveness while lowering costs without impacting quality or time to market. Also responsible for evaluating, score carding and implementing new eCommerce technologies and processes as well as driving Global IT cultural change by adopting DevOps as a model. Accountabilities also included the adoption of Hadoop in the AWS Cloud supporting the Global Analytics teams. Direct accountabilities for hosting and services directions including on premise, Cloud or SaaS. Selected accomplishments include:

Designed, executed and implemented a new eCommerce framework built on Adobe CQ5 (AEM) and the Oracle eCommerce stack. The transition, executed over a weekend, with zero defects resulting in no impact to customer traffic or company channel revenue.

Successfully supported global sales and marketing teams as well as individual properties utilizing CRM – Salesforce.Com.

Experience leading and working with application teams building API’s utilizing both SOAP and Rest frameworks.

Managed an outsourced team of eCommerce application developers and QA teams – utilizing Waterfall and Agile methodologies. Developed and implemented a set of reusable pre-production tasks prior to application deployment – this included ensuring PCI compliance as well as performance and load testing holding QA and development teams accountable for zero defects. With controls in place, weekly application deployment roll-backs/hotfixes went from 20% to 2% - PCI audit points went from an annualized 25 medium to high actionable points to 2 points. Additionally, availability went from 97% to 99.94% thereby protecting $19mm in revenue and brand capital.

Implemented new caching design including multiple content caching layers together with traditional CDN as well as utilization of mod_pagespeed and dispatcher cache (AEM) on the Apache web server tier resulting in an overall consumer page load time (decrease) from 2.8s to .95s - maintained the number one performance position in the Keynote Hospitality index.

Led the adoption and management of Cloud services utilizing AWS. Launched over 125 development, QA, training and production instances in every AWS Region. Significant experience hosting content in China.

Launched a project collaborating with the Global Analytics Group implementing Hadoop platformed in the AWS Cloud creating a data warehouse that included quest’s preferences, behaviors as well as predictive analytics. Data set results were used to create a best of class quest experience and journey at all properties.

Developed, launched and managed the implementation of a Dev/Ops culture in Global IT that included the standardization of processes, procedures and tools with the objective of positioning for continuous deployments. The project also included significant changes to environment access controls, configuration management, and execution of QA, as well as standard adoption of tooling, including Git/Stash, SVN, Jenkins, Automic, Ansible, SaltStack and Splunk. Over a year period, migrated 60 applications to the new standardized processes and tooling.

Responsible for SEO alignment with properties and marketing organizations globally. Also collaborated with Global Marketing driving affiliate-marketing programs.

Led technical and business teams during the evaluation of Tag Management Systems (TMS). Led the decision making process and ultimately successfully implemented Tealium.

Designed and implemented a customized front-end user role based management tool for Adobe AEM establishing distinct access control rights for each Hyatt property (575 properties) spanning over 1,000 users.

Served as the executive eCommerce lead for seven technology patent litigation cases.

Led the technical aspects and hosting of mobile web and mobile application efforts. Worked with various mobile application teams bringing concept applications to completion. Responsible for increasing conversion rates and decreasing mobile web application performance and subsequently winning Compuware’s Best of the Web two years convectively.

Responsible for web site disaster recovery, both on premise and Cloud applications. Implemented “pilot-light” Cloud based Disaster Recovery obtaining <30 minute RTO and <5 minute RPO.

Mayer Brown, LLP

AD, Americas Customer Services

Reported to the Global CIO. Member of the senior IT leadership team responsible for the global Service Desk as well as direction for all desktop and mobile technologies, training programs and global video conferencing systems and services. Also responsible for communication and business continuity programs. Accountable for the management, mentoring and coaching of five direct reports with a staff of 40. Selected accomplishments include:

Led the development and execution of a three-year ITIL based strategy for regional technical Service Desk operations as well as global Video Conferencing, IT training, desktop support, network and global communications. As the strategy was executed, internal customer satisfaction rates increased by 12%.

Successfully led the implementation of a global CRM system to include the EMEA, Americas and Asia/PAC regions.

Reduced year-on-year expenses 15% through better utilization of staff, tooling and other technologies.

Successfully led and implemented several new systems including a Docketing system, Employee Alert system(s) and meta-data removal tools for Outlook.

Negotiated a new global multi-function device-sourcing contract with Canon thereby reducing expenses with existing vendor in excess of 35%.

Established dashboard metrics for critical applications and systems that attorneys and partners required for litigation. This effort provided the litigation team a real time system and application status without having to call the Service Desk.

Responsible for “legal mobile offices” to support partners and attorney’s during distance litigation.

American Express Company, Phoenix, AZ

Vice President - Technology

Reported to the SVP, IT. Responsible for global operational management and direction of mainframe and storage technologies, disaster recovery services as well as the technical Service Desk located in multiple geographic regions. Responsibilities also included the leadership and management of sourcing agreements for many of these services as well as establishing a three-year technology and operations strategy aligning with card services business units. Accountability for an annualized P&L of $450mm annually and direct staff accountability for 35 direct and 1,200 indirect staff. Selected accomplishments include:

Led the negotiation of new contractual terms and cost schedules of a three year IBM Mainframe and Storage (IBM and EMC) sourcing and service agreements totaling over $1.3B. The new cost schedules reduced costs approximately $100mm annually over a three-year period. Negotiated operational transparency and simplicity models in the new contract providing American Express technology and executive staff “a seat at the table” during all staffing, capital and operational SLA measurement/penalty discussions.

Implemented a new operational staffing model providing consistent alignment with internal and external customers as well as sourcing and vendor partners reducing time-to-market.

Responsible for the design and implementation of a new mainframe platform providing “blue” database applications and services only. This approach decreased third party license and maintenance fees – approximate annualized savings of $3mm.

Responsible for the leadership and management oversight migrating from IBM z9 to z10 mainframe platform technologies. The z10 platforms decreased the mainframe pool by 10% resulting in decreased costs.

Implemented an authored strategy moving Linux (Red Hat) based applications from individual server platforms to the mainframe reducing the number of distributed systems. Executed the migration of 35 applications to zLinux.

Responsible for the acquisition and implementation of tiered storage utilizing EMC Symmetrix DMX-4 technology.

TransUnion LLC, Chicago, IL

Vice President - Enterprise Technology

Reported to the Global CIO. Responsibilities included providing global leadership and mentoring a team of 125 associates, including the CISO, eCommerce development and operations Director’s. Accountable for the security, integrity of all corporate, consumer data including disaster recovery and business continuity planning, and execution. Accountable for the global strategic direction of information technologies and services including the planning, design and implementation of technology as well as data and voice networks. Managed a P&L plan of $100mm. Managed targeted development initiatives, hardware and software acquisitions and integration with mainframe and eCommerce platforms. Selected accomplishments include:

Responsible for the design and implementation of core disaster recovery services thru a partnership with IBM. Negotiated the end state three-year contract and cost schedules resulting in $400K in annualized savings.

Led the implementation of Salesforce.Com utilized by both internal and external Global sales teams.

Senior technical leader for mergers and acquisitions. Successfully completed 6 M&A activities.

Responsible for the implementation of two international Consumer Support centers located in Johannesburg, South Africa and Mumbai, India. Negotiated tiered cost schedules and well as Master Services Agreements for each location. Implemented CTI and VoIP systems (Cisco and Avaya), workforce skills-based routing as well as data networking.

Led eCommerce engineers and grew the eCommerce environment to a multi-tiered hosted environment supporting revenue-producing sites while providing best of class industry performance and availability providing the company a new revenue channel.

Responsible for the consolidation of five data centers resulting in over $30mm in annualized savings.

Overall contractual, operational and cost accounting responsibility for managing suppliers including AT&T, IBM as well as Acxiom representing over $100mm in term contracts.

Successfully led and managed the implementation of ITIL framework globally utilizing a standard set of tools and processes. Once completed, all IT divisions utilized the same processes and procedures for capacity and availability management, change and incident management, etc.

Provided leadership and management for annual SAS70 audits and PCI certifications. Also served as the lead for all customer audits.

Led and managed a team of Information Security professionals, including the CISO, implementing next generation Intrusion Detection Systems – both network and host based. Responsible for the implementation of company-wide information security processes, policies and controls.

Broad experience with global multi-vendor contractual negotiations for services and technology acquisition in North, Central and South America, South Africa, India, Russia and Hong Kong.

BUDGET RENT A CAR CORPORATION, Lisle, Illinois

Director - Information Technology

Reported to the CIO. Led and mentored a staff of 30, including application developers, system engineers and operational support staff. Responsible for all systems, applications as well as voice and data networks. Selected accomplishments include:

Responsible for all network operations, including the North American Network Operations Center.

Responsible for the operation of three data centers hosting diversified platforms, including AS/400, SUN, and Intel.

Direct responsibility for the management of all financial applications including Walker Brother’s suite, FileNet imaging and workflow systems as well as custom fleet accounting and acquisition systems.

Certifications/Other: Private Pilot License (PPL), Obtained at age 17; AMA Motocross 250cc Class; Power Kiting

EDUCATION

William Carey College

Gulfport, Mississippi BS, Business/Finance (Continuing)

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