Information Technology Customer Service

Patrick Downing

********@******.**.*** **** Graceland Tr, Austin, Texas 78717 512-***-****

Technology Executive

Senior technology leader with more than 30 years of IT experience, with the last 19 years in management and executive roles. Results-oriented decisive leader, who consistently exceeds expectations in achieving business objectives; possesses international experience in all aspects of IT services. Broad executive leadership expertise, providing executive IT direction for large, publically-traded and small, closely held businesses; drives revenue for overall business by leveraging strong business acumen. Extensive P&L experience; has managed budgets from $2M to $20M; functions as a true partner with senior executives to ensure their overall success. Core Competencies

P&L Management Change Management Mentoring and Coaching

Operations Management Process Management Contract Management

Software Development Acquisitions and Mergers Global Infrastructure

Project Management Software Architecture Risk Management Professional Experience

Mozido, Austin, TX June 2013 – Present

Executive Vice President and Chief Technology Officer Deliver entrepreneurial senior leadership to Global Technology organization that includes IT Operations, Customer Service and Software Engineering, Customer Support Services, Project Management, and Architecture. Key member of senior leadership team reporting to CEO, providing input and recommendations on strategic initiatives, organization, and product direction. Partnered with the Product group to deliver the core company software Platform as a Service (PaaS).

Guided Global Technology Organization through growth period from valuation of $250M to $3B

Integrated multiple acquired Technology groups into single Global Technology Organization

Right sized Global technology organization eliminating approximately 35 positions while improving release cadence and code quality

Drove PaaS standards to ensure all software releases are backwards compatible and third party integrators investments are protected

Led enablement of end to end extensibility of platform for any third party systems integrator to extend or integrate the core platform

Senior Vice President of Global Technology Operations Provided senior leadership to IT Operations, Customer Service and Engineering Support Services for $3B Company. Established Service Level Agreements (SLA’s) for operational and customer support services with corporate and joint ventures in Mexico and Jamaica. Managed global third party vendor relationships and services to ensure ability to deliver on SLA’s. Teamed with Chief Architect to design and develop proof of concepts for new products to solve emerging business requirements. Established PCI compliant, auditable processes, and controls to ensure ongoing regulatory requirements are met.

Successfully moved traditional co-location corporate data center to cloud service provider (Amazon)

Directed the design and construction of a cloud based PCI compliant operational services environment

Ensured compliance with SLA’s for all products and all joint venture services

Reduced annual hosting costs by $320K while expanding compute environments from 6 to 20

Established automated software deployment, eliminating maintenance outages for new product releases and resulting in an annual cost savings of $156k

AllClearID, Austin, TX November 2011 – May 2013

Vice President of Information Technology

Executive senior leader across information technology, software quality assurance and application services. Integrated information technology group into core business processes of the company, providing transparency across senior leadership to all aspects of IT. Establish PCI and HIPPA compliant, auditable processes and controls in support of business objectives for regulatory and customer security requirements. Drive quality control for software development as well as overall leadership and direction of internal tools development, support and integration.

Successfully moved corporate data center to new service provider with no disruption of service to customer

Eliminated all single points of failure within the Customer facing infrastructure, enabling 99.99% availability

Established automated software deployment, reducing the deployment time from several hours to 20 minutes pg. 2

Directed re-implementation of database infrastructure, reducing Oracle annual maintenance invoice by $20k

Upgraded corporate backup infrastructure resulting in $16k annual cost savings

Implemented a data warehouse, enabling Marketing analysts to query and analyze trends in data on demand DUNN & BRADSTREET (Hoovers), Austin, TX July 2006 – October 2011 Vice President of Information Technology Operations and Strategy Business partner with senior executives for this $117M division of D&B. Provide senior IT leadership for 6 business units collectively generating over $247M in revenue, with responsibility for operational and strategic direction of 9 datacenters. Manage an annual budget of $20M. As senior executive in charge of operations and service delivery, lead design and implementation of IT service offerings and operational performance; aligned IT initiatives to overall business objectives. Lead development and delivery of PCI compliant, audit-ready policies and procedures. Drive business alignment between local and corporate Dunn and Bradstreet executives, providing high visibility into IT operations goals, objectives and deliverables.

Transformed organization from a dot-com mentality to a process driven, scalable organization

Fully aligned D&B-acquired business units with corporate standards and cultural norms

Reduced annual IT operations budget by $3M

Directed architecture, planning and implemented of a fully redundant Internet infrastructure

Improved product availability from 86% to 100% customer availability; exceeding SLA’s for 27 consecutive months

Leveraged market position of D&B to drive down costs, year over year, by more than 15% with vendors HP, Parallels, Akamai, F5 Cisco, IBM and Microsoft

PERVASIVE SOFTWARE, Austin, TX April 2000 – February 2006 Director of Information Technology and Facilities

Provided senior leadership across all aspects of information technology and facilities to set and implement strategic direction. Senior leader responsible for creating technology infrastructure for off shore development and support center in Bangalore India with full integration to enterprise IT infrastructure in Austin, including VoIP service from Austin. Lead development and implementation of audit ready policies and procedures in support of Sarbanes-Oxley 404 legislation. Established IT infrastructure operational security tools, policies and practices for intrusion detection, anti-virus, malware prevention and email spam elimination. Worked directly with corporate executive staff to ensure IT alignment with corporate goals and objectives establishing transparency to executive staff into IT plans and projects.

Managed an annual IT budget of $2M against corporate income of $45M

Spearheaded planning and execution of all IT infrastructure integration during corporate acquisition

Directed an extended team of IT application developers, contractors and marketing WEB developers to produce Customer internet environment that consisted of e-commerce, site-wide logon, entitlement services, partner portal services and export compliance services for software downloads

Drove improvement of existing help desk first call resolution from 45% to 75% through expanded use of automation and remote management tools

Lead implementation of real-time data replication between Austin and Bangalore development center, improving data access time and reducing network utilization

Instituted service management policy and procedures based on ITIL best practices TIVOLI SYSTEMS, Austin, TX June 1996 – April 2000

Leader of Enterprise Infrastructure Architecture and Deployment Member of the CIO staff with leadership responsibilities across all aspects of global technology infrastructure, architecture and operations to set standards and implement common support practices. Lead expansion of global network into Japan, Australia and South Korea. Established the enterprise security organization; resulting in consistent data and network access process and procedure across the enterprise. Instituted an internship program between IT and software development; ensuring developers get hands on customer experience with their software, resulting in increased product reliability and functionality.

Lead the planning, design and implementation of a new 4000 square foot datacenter in North Carolina

Directed team of 10 people through planning and development of internet single sign-on feature

Increased and expanded use of Tivoli systems management suit, improving quality of services and efficiency of IT

Established policies and procedures enabling 179 IT staff to support to 43 sites and 3200 employees worldwide. pg. 3

TIVOLI SYSTEMS, Continued

Manager of North American Information Technology Operations Quickly promoted from regional manager to leading the entire US IT operations function.

Directed a team of over 140 employees in 4 US regions with an annual organizational budget of $20 million

Negotiated and managed $6M IT operations outsourcing contract; $3M of mainframe services with IBM

Lead the Implementation of a software development test lab of more than 1000 systems

Managed the upgrade of corporate remote access services, resulting in savings of over $1 million in the first year Manager of Information Technology Headquarter Region Operations Lead transformation of technology operations regional management group into a high performance team. Partnered with executive staff ensuring technology operations goals aligned with overall business plans. Directed the stabilization of technology infrastructure; resulting in 24x7 services. Manager of Information Technology Eastern Region Operations Established IT organization in Research Triangle Park, North Carolina and provide managerial direction to that group. Negotiated SLA’s with new customer to establish win-win environment for new IT organization. INTERNATIONAL BUSINESS MACHINES (IBM), RTP, NC October 1981 – June 1996 Advisory Software Engineer Team Lead

Provided overall programming and design leadership for local and offshore (Brazil) development teams; ensuring local and remote teams operate as a single business unit. Secured new project funding from investment board and managed project delivery within budget and time constraints.

Education

North Carolina State University – Computer Science Northeastern University – Liberal Arts

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