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Customer Service Information Technology

Location:
Dayton, Ohio, 45458, United States
Posted:
October 13, 2016

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David B. Chambers

**** ****** ****** ***

Centerville, Ohio 45458

Phone : 513.***.****

e-mail : acw1jn@r.postjobfree.com

Qualifications / Leadership

Over 30 years of experience leading strategic integration, process improvement, and change-oriented projects with a hands-on approach involving numerous industries

Significant executive-level experience working directly with CXOs and BoD to solve complex problems regarding organizational change, culture improvement, and operational efficiency

Excellent skills for selecting, mentoring, and developing young talent

Professional Experience

Education

Deloitte Services LLC Jan 2016 - Present

Senior Manager (located in Nashville, Tennessee)

Primary focus is the connection of Crisis Management, Business Resumption and Disaster Recovery into one cohesive solution. A secondary focus involves addressing all technology risk initiatves during this ITSM transformation within internal US Operations.

O S I S Jan 2014 – July 2015

Chief Operating Officer

Recruited to rebuild/restore OSIS’ operations (NextGen consulting and IT hosting services). Daily operational responsibilities included:

NextGen consulting (EPM, EHR, MU, PCMH, Reporting, Special Grants)

oInitiated weekly client reviews to manage service improvements

oCreated service teams to better manage regional clients & specialty practices

Customer Service (Central Service Call Center, on-site technical staff)

oInitiated metrics to measure performance, provide client reports, and manage staff

oDaily client calls were reduced by over 80% using formality of operations

IT infrastructure (Hosting and Database management)

oWeekly outages were eliminated after 11 months by stronger operations & new solutions

Financial Management (Revenue, Billing, and Client management)

oMonthly review of client profitability to manage expenses and expectations

Restored profitability in the 14th month of this turnaround

Alvarez and Marsal 2011 – 2014

Director - Operations / Technology Consulting

Transformational executive (CIO/CXO) for distressed clients that required significant change and/or process improvement. Engagements included:

Served as interim CXO executive to rebuild Information Systems, Human Resources, Payroll, and Procurement for a private LTC (long term care) services company. Rebuilt client’s Information Technology function by selecting a new LTC application (PointClickCare), moved office applications to a hosting partner, aligned staffing model to match business needs, and consolidating financial systems; Outsourced benefit administration & payroll for 15,000 employees to ADP; Leveraged I-procurement solution to reduce annual spend by $2.0m in 5 months.

Served as interim CxO for Payroll, Human Resources, and Information Technology functions of a divested retail business unit. Payroll involved an ADP implementation within 60 days for 4900 employees in 22 states. Human Resources services were transitioned within 60 days to new leadership and implementation of ADP benefit administration within 120 days. Information Technology transition included selecting a CIO, a new application outsourcing partner, a data center hosting partner, and full I.T. separation within 7 months

Led numerous engagements for selecting a new partners for data center and application services to reduce clients’ overall spend and numerous due diligence engagements involving manufacturing, forensics, retail, and technology targets with distressed systems and financial challenges.

Protiviti 2006 – 2011

Associate Director – Technology Risk Consulting

P&L responsibility for building a $3-4 million business in the Central region. National responsibility for IT consulting solutions including organizational assessments and cost management.

Expanded technology services to CIO-focused consulting services – expanded services from IT audit (SOX) to IT security, ITSM, ERP selection, IT Due Diligence, PCI, HIPAA, and Business Continuity.

Responsible for expanding and leading technology consulting solutions into target industries (healthcare and financial services) -

oLed a Peru-based bank’s sourcing initiative for mainframe services to a strategic partner;

oLed the PMO Advisory team for a $160m+ Epic implementation for a multi-state health system; represented the Board of Directors as the executive advisor for this critical project;

oLed the evaluation of a multi-state hospital system’s I.T. strategy, staff reorganization, outsourcing analysis, business continuity and budget plan;

oLed the strategic security evaluation for a $3B health system to meet HIPAA requirements prior to Epic implementation;

MeadWestvaco 2004 - 2006

Manager, Global Network Services / Outsourcing Leader

Consolidated all network functions (voice, data, video, and field services) to improve customer service, support a global SAP implementation, and cost management. Responsibilities included managing a $ 28m operating / 15m capital budget, and served as an ITIL transformational leader.

Reduced annual operating expenses by 26% by aggressively managing vendors and services

Leadership team for selecting partners to match corporate relocation objectives:

oSelected technology partner for divested business unit (NewPage) - $20m annual contract

oSelected technology partner (ACS) to meet relocation objectives - $120m annual contract

Dayton Power & Light (DPL) 2000 – 2004

Director, Corporate Information Systems

Combined all distributed Information Systems functions into an integrated department to serve DPL customers. Responsibilities include defining strategic technology direction, manage technology staff (70+ professionals), technology infrastructure and application solutions.

Reduced regulated revenue cycle (Meter to Cash) by 25 % ($3.5m)

Initiated the separation of financial assets within Oracle ERP to comply with state deregulation.

Summary of Experience 1982 – 2000

Several IT leadership roles within the DOE/NWC, health insurance (TPA), pharmaceutical clinical research, and oil industries. Key accomplishments included:

Served as CIO for a health insurance administrator (UMR) - improved claim efficiency by 200 %

Served as the IT executive for two clinical trial site organizations for pharmaceutical research.

Managed IT operations and Information Security for a top secret DOE / Nuclear weapons facility.

MBA University of Dayton 1987

BBA Ohio University 1982



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