Senior Technology Executive

Bonnie J. Ward

** ********* *****, ******, ** ***33

Phone: 603-***-**** Email:******-****@*******.***

Technology Strategist * Transformational Leader * Operational Executive SENIOR TECHNOLOGY EXECUTIVE

Senior technology executive focused on organizational transformation and operational excellence to achieve business goals.

Professional Profile

Senior executive with solid record of transforming organizations into productive, effective, customer-centric delivery teams. Inspirational leader with record of motivating staff to excel. Creative strategist and problem-solver. Disciplined in setting and holding to priorities. Strong negotiator, with a reputation for integrity, fairness and straight dealing. Open, collaborative leadership style, with superb relations among employees, board members, industry partners and analysts. Areas of Expertise

Team Building

Talent Acquisition & Retention

Customer-centric Delivery

Data Center Management

Relationship Management

Operations Management

Telecommunications

Contact Center Technology

Network Management

Outsourcing/Insourcing

Applications Management

Development Operations

Integrated Operations Center

Infrastructure Architecture

Availability Management

Professional Experience

AFFINION GROUP, Stamford, CT 2014 - Present

Global leader in loyalty and customer engagement, Affinion Group provides programs in subscription-based lifestyle services, personal protection, insurance and other areas to generate customer loyalty and significant incremental revenue for more than 500 marketing partners worldwide.

Group Vice President, Information Technology – Chief Technology Officer Recruited to re-design global IT operations infrastructure team, partnering with business leaders, to become a customer- centric, resource-efficient, solutions delivery organization.

Successfully led cultural transformation of IT from a staid, geographically-siloed “data processing”-focused organization to a globally-aligned, customer-centric solutions organization.

Evaluated and restructured global IT Infrastructure organization of 253 staff, consolidating and streamlining structure, recruiting new management staff. Managed operating budget of $56mm.

Led a global team comprised of Data Center Ops, DevOps, PMO, Workplace Services including Help Desk, Integrated Operations Center including Service Management, Technology Recovery, Information Security, and Infrastructure Architecture.

Executed North America hosted-data center relocation flawlessly.

Developed strategy for and implemented Global Integrated Operations Center.

Developed strategy for and implemented global Data Center strategy.

Led streamlining and upgrading facilities and processes to centralize management, control costs and improve availability from 99.77% to 99.95%.

Bonnie J. Ward – Page 2

THE BLACKFORD GROUP, Exeter, NH

2011-2014

Independent Management Consulting, specializing in helping organizations establish operational excellence through adaptation of industry best-practices in the area of technology management. Founder / Principal Consultant

Provide technical and leadership expertise to companies in the areas of infrastructure management, telecommunications and network operations, business process improvement and technical talent management. Examples of recent projects include:

Engaged by boutique hotelier to review technology utilized in 18 properties and develop strategy and implementation plan to centralize technology operations and management.

Developed RFP for reservation and facility management; evaluated vendor responses and provided recommendation to client.

Assisted prestigious private university in developing wireless strategy, including developing operational and security policies, OLAs and SLAs.

STREAM GLOBAL SERVICES, Wellesley, MA 2010-2011

Stream Global Services is a premium business process outsource (BPO) service provider specializing in customer- relationship management solutions including sales, customer care, technical support and back office for Fortune 1000 companies delivered in 57 service centers in 22 countries supporting 35 languages. Vice President, Global IT Infrastructure

Recruited to build Global IT Infrastructure team and consolidate management of technology resources to prepare for move to cloud computing.

Developed new organizational model to support Global Organization.

Recruited and hired IT Infrastructure Management staff.

Led streamlining and upgrading facilities and processes to centralize management and control costs.

Led operational process improvement to improve availability from 99.4% to 99.95%.

Led development of strategy to consolidate data centers and redesign global network to improve stability, increase availability and provide more flexible response to on-boarding clients and changes in traffic CIGNA HEALTH SERVICES, Bloomfield, CT 2009-2010

Cigna is one of the world’s largest investor-owned global health service companies with international operations in 30 countries and more than 80 million global customer relationships. Head, Network Infrastructure

Recruited to repatriate management of network infrastructure.

Evaluated existing FTE and service management processes.

Developed organizational model to support repatriated infrastructure.

Developed and negotiated exit strategy from existing out-source agreement.

Developed new delivery model supporting repatriated infrastructure.

Recruited new management team.

Led operational process improvements to improve timeliness and quality of solutions delivery. Bonnie J. Ward – Page 3

LIBERTY MUTUAL GROUP, Portsmouth, NH 1998-2008

Boston-based Liberty Mutual Insurance is a diversified global insurer and the third-largest property and casualty insurer in the US. Liberty Mutual is ranked as 81 on the Fortune 500. Vice President, IT Hosting Services Market Management Promoted to establish new delivery model for information technology services, re-orienting thinking as well as responsibilities in alignment with customer-centric, client-driven IaaS focus.

Established Hosting Services Market Management team to better position delivery of IT Infrastructure services to Business Units, focusing on alignment of IT with Business Unit goals and creating Customer-centric culture.

Defined, established and provided oversight of service and operational level agreements aligned to business priorities and customer commitments. Resolved conflicts between existing initiative priorities and new initiatives per business demand.

Drove collaborative strategic and operational planning for information technology and business units

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Vice President, Telecommunications Strategy & Support Services Recruited to transform troubled department into productive facet of IT Infrastructure Delivery Service organization.

Evaluated staff and organizational structure, redesigning organization to better meet needs of Business Units.

Led technical design and implementation effort utilizing VoIP technology to facilitate business process change for Personal Markets unit, accelerating culture shift to increased utilization of Contact Centers, improving Customer experience and increasing policy retention. Demonstrated forward-thinking application of technology to business problem using early adoption of technology to affect culture change and result in 4% increase in policy retention and JD Powers Contact Center Customer Service Excellence award.

Negotiated successful IT services contracts resulting in $50mm+ reductions in expense. Successfully negotiated improved Service Level and Operating Level Agreements resulting in reduced turn-around times for Request completion and improved Availability by 5%.

Led Emergency Response/Crisis Management team to 7 consecutive years of highly effective testing scores culminating in successful execution of first in nation pandemic response testing and followed by successful execution of first in nation “total surprise” testing. Presented results at Disaster Recovery Journal Annual Conference (2007).

JOHN HANCOCK FINANCIAL SERVICES, Boston, MA 1995-1998 John Hancock provides solutions for eight of consumers’ top 10 financial concerns, including the need to plan for retirement, the cost of healthcare/medical expenses, outliving savings and financial security after retirement. Formerly a Boston-based corporation, it is now a unit of ManuLife Financial Corporation, the 12th largest public life insurer in the world.

General Director, Technology Operations Support

Promoted to transform Data Center Operations from a ‘data processing’-focused organization to a customer-centric, integrated technology operations organization.

Created Integrated Operations Center.

Established production-acceptance guidelines, ensuring smooth transition of technology from test to production environment, including staff training on operations and problem-solving procedures.

Implemented employee-assessment program to determine best use of resources and appropriate staffing model

Developed tactical plan to increase mainframe commitment levels and support to distributed computing environment.

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FIRST DATA CORPORATION, Medford, MA 1991-1995

A global payments processing corporation, First Data Corporation ranks 254 on the Fortune 500. Vice President, Telecommunications

Recruited to transform troubled Voice Communications Department into a high performing, customer-focused partner for FDC Boston-area clients. Promoted to integrate voice & data communications departments.

Evaluated staff and operational procedures to identify opportunities for improvement.

Integrated separate voice and data communication departments, staff, budget and projects.

Implemented strategic objectives regarding voice, data, LAN and WAN, and video communications.

Negotiated SLAs and OLAs and implemented Business Process Improvements to improve delivery of services consistently across client-base.

Led migration of data network to Denver, Colorado in consolidation Medford Data Center. Earlier positions include:

Shawmut National Corporation, Boston MA (1986-1991): Manager, Systems Integration WANG Laboratories, Inc., Lowell, MA (1984-1986): Senior Network Analyst City of Boston – ASD, Boston, MA (1978-1984): Telecommunications Account Manager/Administrative Analyst Education

University of Massachusetts / Amherst Degree / Major: Bachelor of Arts / Political Science Amherst, Massachusetts 01003 Date Awarded: May 27, 1978 Professional Development Affiliations

Lean Six Sigma – Green Belt Champion

Green Data Center Alliance

ITIL Service Management Fundamentals Founding Member Accounting Principles for Managers Board of Directors, 2008-2010 Finance for Non-Financial Managers

Executive Development Program AVAYA Executive Contact Center Council John Hancock Financial Services Advisory Board Member, 2006-2008 Washington Program

John Hancock Financial Services Women in Telecommunications Leadership Skills for Women Founder - 2002

Managing Difficult People

Negotiation Skills for Technical Managers ChangDeKids Founder - 1999

Awards

U.S. Congressional Committee on Adoption Information Angels in Adoption Award, 2006

Newburyport Lions’ Club

Distinguished Service Award, 1989

John Hancock Financial Services Shawmut Bank, Network Services Department Corporate Information Sector Award, 1996 Client Service Award, 1987 Shawmut National Corporation WANG Laboratories, Inc. Community-Minded Banker Award, 1989 WANG Challenge Cup, 1985

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