Customer Service Management
Resume:
Hans Baartmans
**** ******* *****, ******, ** *5287
*********@*****.***
GLOBAL TECHNICAL EXECUTIVE
An innovative IT executive offers proven success in defining strategy, driving positive revenue growth, and maximizing ROI via proven technology and efficient business practices. Empowers cross-functional staff by creating collaborative communication and encouraging ownership of critical projects. Drives change initiatives and process improvements that lift customer service, enable significant cost savings, and ensure compliance with regulatory/industry standards.
CORE STRENGHTS
Strategic Planning & Execution – Innovation – International IT Management – Change Initiatives – Operations Team Building & Leadership – Vendor Management – M&A – Cloud Computing – Security – Cost Controls – P&L Network Management – Research & Development – Risk Management – NIST 800-53 Security and Privacy Controls – System Installation – Compliance
PROFESSIONAL OVERVIEW
BANK OF AMERICA
Senior Vice President, Head of Global DNS & IP Management (2015 – Present)
Championed a global refresh of all infrastructure to secure and address known system vulnerabilities in less than 1 year to meet regulatory requirements.
Manage a Global DNS & IP Management infrastructure organization.
Senior Vice President, Global Cyber Security Services (2012-2015)
Directed the IT governance and Risk Team that oversaw the metrics, base, health, and welfare of critical infrastructure being managed by a third-party vendor; led several product management teams for security technology.
Renegotiated existing managed services contract to meet changing business needs and save $32M over three years.
Championed and sponsored a project to move DNS services to a cloud based solution, resulting in a more robust external DNS infrastructure that was more resilient to DDoS attacks.
Senior Vice President, Global Network & Infrastructure Solutions (2009-2012)
Controlled a $40M annual budget while leading a 50-member organization.
Re-engineered a global IT organization and key bank infrastructure to strengthen quality of service, delivery, and staff capabilities while improving reliability and reducing costs.
Drove the execution of a five-year traffic management managed services contract valued at $125M.
Sponsored and ensured the success of a $50M a global infrastructure refresh effort to standardize a single Load Balancing (F5) solution and provide a robust service for all lines of business.
Vice President, Global Technologies & Operations (2007-2009)
Managed a 50-person team of staff and contractors as well as a $30M budget; served as a member of an extensive IT leadership team, overseeing multiple enterprise technologies.
Set strategy and managed daily operations/engineering efforts for a global load-balancing infrastructure.
Sponsored a global sourcing effort of all DNS and Load Balancing infrastructure from Hewlett Packard that resulted in a $10M savings over the course of seven years.
Vice President, Global Internet & Extranet Services (2005-2007)
Led a 20-member team in providing global Internet and Business-to-Business (B2B) services for all major banking lines, corporate enterprise, finance, treasury, accounting, HR, legal, and risk management functions.
Performed strategic planning, technical /telecom consulting, and architectural guidance for major business units.
Managed daily support and connectivity for all commercial, global wealth and investment, and Online Banking customer transactions.
TEXAS INSTRUMENTS
Director, Global Internet Operations (2000-2005)
Managed 30 employees and a $10M annual budget and served as a member of the IT leadership team.
Led development, integration, implementation, and support for all information systems in support of the company’s Internet presence; also formulated emerging vision and strategies.
Oversaw critical company customer facing infrastructure and managed corporate Internet access and policies.
Manager, Global IT Audit & Risk (1998-2000)
Functioned as part of the company’s internal global audit leadership team, managing 10 internal IT auditors.
Defined yearly IT audit plans, reviewed audits reports, and provided oversight for audit functions.
Ensured all policies/practices met Control Objectives for Information and Related Technology (COBIT) standards.
Contributed to risk remediation discussion and negotiations during audit kick-off meeting and wrap-ups.
Provided yearly audit reports to the board of directors and audit committee.
Directed a two-year companywide SAP conversion to ensure proper controls were put in place.
Manager, IT Operations & Network Engineering (1995-1998)
Served as IT Manager for a 1,000-desktop R&D unit that provided day-to-day IT and LAN support.
Maintained high infrastructure reliability and resiliency while incorporating new solutions into the environment.
Deployed solutions for automation initiatives, led team members in large-scale implementations, and ensured the team delivered the highest levels of customer service.
EDUCATION
BS, Computer Science – ALLEGHENY COLLEGE
Emphasis: Information Systems Management & Artificial Intelligence
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