Customer Service Management
Resume:
WILSON GAITAN
**-** **** ***** ****** Village, New York 11379
*************@*****.*** https://www.linkedin.com/in/wilson-gaitan-753109b SUMMARY
A top-performing IT and Operations executive with more than fifteen years of experience in global system architecture, IT solutions management, process reengineering, sourcing/support models, infrastructure, IT controls, cloud solutions, and vendor management. Experience managing multidisciplinary teams, standing up data architecture and solutions to fulfill business requirements for areas such as Treasury, Investments, Tax, Human Resources, Controllers, Legal and Administration. KEY ACCOMPLISHMENTS
• Rationalized application portfolios, forming and leveraging shared services organizations and off-shore locations for cost optimization. Applying lean concepts to maximize resources
• Managing large teams up to 200 members including development plans and couching in agile and flexible model to adjust to evolving business requirements
• Responsible for the executions or programs and projects running in parallel with direct reports and matrix teams
• Managing relationship and communication lines at executive and senior management level at various corporate functions
• Achieved budgetary goals optimizing resources and infrastructure. Managed budget up to $25MM including business as usual improvements, capital projects and operations
• Architected solutions to provide financial, regulatory and planning platforms, financial data warehouse and BI
• Instituted governance and controls around IT Financial Reporting to fulfill SOX, internal and external audit requirements
• Implemented Business Process Management CoE in charge of providing process reengineering services with full process traceability and simplification for areas such treasury, capital markets, regulatory, legal and HR
• Implemented master data and Business Intelligence architecture supporting demands from financial, FPA and regulatory reporting stakeholders
• Implemented organizations supporting SDLC and Agile methodologies to effectively deliver solutions
• Formed and optimized organizations covering all aspects of technology including infrastructure, development, project implementation (tactical and strategic), risk mitigation, controls and operations. As a service organization, customer service was a key driver to success
EXPERIENCE
AMERICAN INTERNATIONAL GROUP (AIG), INC., CORPORATE BUSINESS IT, New York, New York Senior Information Officer II, Business Process Automation, 2014-2015 Formed and led business process and information solutions area, providing process automation for global finance, actuarial, controllers, investments, risk, HR, and legal functions.
• Improved data transparency and process data for auditability and SOX purposes
• Provided solutions to monitor all activities of the regulatory reporting efforts, CCAR
• Leveraged low-code frameworks and delivery methodologies, facilitating rapid development.
• Transitioned methodology from full-development life cycle to Agile methodology.
• Structured area for quick, time-to-market solutions, reducing complexity and eliminating reliance on retained knowledge by individuals, standardization, and tangible savings, among other benefits to daily operations.
• Automated manual processes executed by people, as well as integrated with investment, treasury, and accounting system.
• Established process to determine correct framework to be utilized among home-grown, SharePoint, or BPM technology. Senior Information Officer II, Global Finance, 2010-2014 Guided large teams focused on solution deliverables with high impact to global finance organization. Acted as member of leadership, implementing strategy for finance IT, as areas expanded globally. Established organization, infrastructure, process convergence, and roadmaps. Worked on sourcing models to minimize lights-on and business-as-usual expenses and provide additional opportunities to participate in new transformation projects. Directed implementation of large financial systems programs, from O&S perspective. Participated in leadership team on formation of new, global SAP solution centers. Introduced governance protocols and company policies.
• Leveraged shared services to eliminate redundancy and maximize enterprise investment and specialized service.
• Architected solutions for regulatory reporting, legal entities and consolidated reporting such as: FR Y-9C, FR Y-9LP, FR Y-11, FR Y-2314
• Architected systems to support SEC and regulatory efforts with combination of SAP and IBM tools
• Sponsored and structured Lean programs and offshore capabilities.
• Consolidated teams, as well as formed teams from ground up.
• Optimized technology investment to internal customer, reducing costs related to system charges.
• Executed targets and discussions with stakeholders to embrace initiatives.
• Executed IT assessments and managed gaps analyses and remediation plans Wilson Gaitan, Page 2
• Implemented SAP BW financial warehouse, foundation for financial and regulatory transformation projects. Operations and Systems Information Officer, 2008-2010 Managed multiple projects encompassing analysis, design, development, and implementation. Budget responsibility of $15,000,000 to
$20,000,000, including capital projects. Supervised group of 140 people, including employees and consultants with various skills.
• Consolidated all technology groups in comptrollers group under one area, saving $8,000,000 yearly by phasing out consultant pools and leveraging existing internal resources.
• Redesigned systems to simplify processes and allow business teams to run with fewer resources in order to overcome economy downturn.
• Extended support to highly specialized areas, such as derivatives and investments accounting groups.
• Accomplished efficiencies in support models, as well as accelerated implementation of new solutions to support fast- paced organizational changes.
• Replaced 20-year-old financial consolidation system, using SAP BPC.
• Infrastructure management included: physical server hardware, network switches/load balancers, NAS storage devices, Netbotz monitoring systems and UPS redundant power systems. VMWare ESX Farm: ~50 virtualized servers, server Software/Middleware: Windows servers, IIS web servers, Citrix XenApp/XenDesktop, McAfee ePO/DLP, SQL Server, AD Domain Controllers, Oracle Essbase, IBM WebSphere
• Creating and enforcing Standard Operating Procedures (SOP) for daily data center operations and test activities and fulfillment of audit controls. Created Business Continuity/Disaster Recovery plans for tier-0 and tier-1 infrastructure/applications and set Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO)
• Helpdesk management under my leadership, responsible for all user workstations, laptops, mobile devices, Citrix XenDesktop and remote access.
Director, Financial Information Systems, 2006-2008 Directed team supporting applications for corporate controllers area. Designed customized solutions to support accounting regulation changes. Provided service to user community of 3,000. Researched and recommended management tools to improve processes and controls. Promoted and facilitated cross-training opportunities within groups.
• Implemented change management process support SOX controls.
• Researched and selected system solutions, as well as negotiated with vendors.
• Formed alliances with other groups, leveraging resources, representing savings.
• Achieved high success in employee retention, enhancing application portfolio and providing valuable solutions to other corporate user communities.
• Positioned team to succeed after realignment under Operations and Systems organization.
• Implemented Legal Entity system, integrating legal, tax, and accounting processes under one system. ADDITIONAL EXPERIENCE
AMERICAN INTERNATIONAL GROUP (AIG), INC., New York, New York Financial Technical Consultant, 2004-2006
Specialized in implementing financial systems and redesigning processes to meet senior management and government reporting demands. Managed technology resources. Monitored IT expenses and capital expenditures related to IT projects. Acquired skills in contract negotiations, managing consulting, and outsourced services. Advised and assisted other departments and subsidiaries in financial system implementations. Established worldwide financial instruments inventory system and corporate budget process. Architected and lead implementation of a global repository of legal entities and regulatory reporting systems. Implemented Oracle Hyperion planning solutions. Senior Business Systems Analyst, 2001-2004.
Business Systems Analyst, 1997-2000.
Senior Accountant, 1995-1997.
DOW CHEMICAL COMPANY, Bogota, Colombia
Controllers Department, 1991-1993. Held positions in tax department and accounts payable division. Analyzed corporate and individual tax matters, looking for legal and tax opportunities to reduce tax payments. Liaised with U.S. headquarters, performing accounting functions and supporting processes. Established support for Latin America region, as company started to centralize regional function.
Wilson Gaitan, Page 3
EDUCATION
COLUMBIA UNIVERSITY, New York, New York
Advance Executive Technology Management, 2002
PACE UNIVERSITY, New York, New York
M.B.A., Financial Management and Information Systems, 2000 UNIVERSIDAD EXTERNADO DE COLOMBIA, Bogota Colombia B.S., Accounting, 1993
CERTIFICATION
Certified Public Accountant, Bogota, Colombia
TECHNICAL SKILLS
Microsoft Office Suite, Oracle Hyperion HFM/Essbase, Software Development Life Cycle, Agile, Data Warehouse, Networking Infrastructure, Change Management Applications, SAP BPC, BW, Overall Architecture and Process, Axiom, Appian, SharePoint, K2, BPM Solutions, Cloud Computing, Cluster Seven.
LANGUAGES
Fluent in English and Spanish.
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