Manager Customer Service

Ken Overly

Address: **** ******** ******, ******, ** 75254

Phone: 214-***-****

Email: ***.******@**.***

CIO/CTO/Vice President

PROFESSIONAL SUMMARY

Financial Services Technology Executive with more than 20 years of experience leading business initiatives to develop improved business technology processes, products, and services. Unifies cross-functional business and technical teams to facilitate the identification of business requirements and lead strategic business transformation initiatives. Establishes program and project standards to ensure the effective launch and completion of objectives, and conducts risk and gap analyses to determine the feasibility of business capabilities. Notable professional achievements include:

- Reduced IT expenses by more than $3.5 Million by consolidating network carrier spend accomplished by a strategic sourcing partnership and a formal RFP for services.

- Developed and implemented an organizational staffing strategy that enabled 24x7 technology infrastructure support, eliminated single support environments, and aligned support staff with industry best practice ratios for enterprise-level organizations.

- Achieved operational cost savings of $2 Million by directing the transition of technology development and support teams from an onshore support model to collaborative hybrid onshore/offshore environment.

- Grew technology incident resolution rates by 28% through the development and implementation of strategic business and technology management plans.

SKILLS & EXPERTISE

Data Center Operations - Networks & Systems - Security Operations - Leadership & Development - Cloud - Infrastructure as a Service - Disaster Recovery - PCI DSS - SSAE16 - Change & Configuration Management - End-User Technology - Help Desk Management - Process Improvement - Project/Program Management - ITIL v3 - Platform Sizing/Consolidation - Tiered and Virtualized Storage - Automated Provisioning - Infrastructure Cost Reduction

PROFESSIONAL EXPERIENCE

Enterprise Financial Group., Irving, TX:

Vice President - Operations, 2014 – Present

Enterprise Financial Group develops and delivers consumer protection solutions and go-to-market strategies for dealers, agents, lenders, original equipment manufacturers, and specialty channels.

Direct operations responsible for developing go-to-market solutions for consumer auto protection and digital services for car dealers, auto finance lenders, and OEMs.

- Cultivate and manage strong business relationships with stakeholders to ensure high levels of service, response, driving the overall success of technical strategies.

- Manage and allocate budgets of up to $53 Million dollars, ensuring effective financing of operations.

- Lead complex, multi-phase technology development projects and programs; ensure that all development, testing, and launch lifecycles are completed according to business directives and overall development goals.

- Direct groups responsible for all aspects of technology management, including design, implementation, administration, information security, and infrastructure support processes.

- Plan, design, and implement technology solutions based on business units’ unique requirements; ensure that implemented solutions meet current and future business objectives.

- Achieve high levels of customer and employee satisfaction and industry recognition, including leading the company to win seven Stevie Awards from the American Business Awards.

TMX Finance., Alpharetta, GA

Vice President – IT Infrastructure, 2011 – 2014

TMX Finance is a specialty finance company engaged in the origination and servicing of automobile title loans in the US / 3300 employees / 1400 stores in 18 states / Revenue $539.4 million

Responsible for transitioning IT Infrastructure into a world-class delivery organization, slashing operational costs, accelerating productivity and customer service, and aligning IT with mission-critical business goals. Manage multimillion-dollar budgets to ensure the best results in people and technology resources.

- Reduced expenses by consolidating network carrier spend and strategic sourcing partnership.

- Created technology roadmaps that enabled a proactive strategy for deploying new services and managing maintenance/support renewals, and planning for end-of-life/support products.

- Led successful IT compliance implementation for SSAE16 audit with zero deficiencies.

- Steered organizational staffing strategy that enabled 24x7 support and eliminated a single-support environment and resulted in industry best practice ratios.

- Inspired training programs that drove ongoing development of technical skills to support and maintain emerging technologies.

Fujitsu America, Inc., Dallas, TX:

Director – Cross-Functional Services – Data Center Services, 2009 – 2011

Fujitsu is the leading Japanese information and technology company offering a full range of technology products, solutions and services / 156,000 employees / 100+ Countries / Revenue $41 billion

Multifunctional role commanded 80+ employees in all areas of data center operations. Led network and security operations; storage, backup, disaster recovery; managed file transfer; technical compliance; client-facing management and reporting. Responsible for multiple multimillion-dollar budget with ROI accountability.

- Transitioned teams from onshore support model to collaborative onshore/offshore environment, which significantly reduced expenses.

- Drove corporate initiative to attain PCI DSS credit card processing credential.

Alliance Data., Dallas, TX:

Director – Data Center Operations, 2005 – 2009

Alliance Data is a leading global provider of data-driven marketing and loyalty solutions with more than 40 Million customers they manage more than 140 branded credit programs private label, co-brand, and commercial for the world’s most recognizable brands / 15,000 employees / 100 Locations / Revenue $7.1 Billion

- Bettered the incident resolution rate of from 42% to 70% through smart strategic planning.

- Drove corporate initiative to attain PCI DSS credit card processing credential.

- Recipient of the prestigious ‘Stevie Award’ for Best IT Organization by the American Business Awards.

Capital One., Plano, TX

Senior Manager – Infrastructure Vendor Management, 2002 – 2005

Senior Manager - Infrastructure Vendor Management

Senior Manager - Project & Telecom Engineering

Senior Manager - Enterprise Networking Services

- Directed operations of network and telecom engineers in support of voice and data network functionality for $200M+ business unit.

EDS., Plano, TX:

Director – Cross-Functional Services – Data Center Services, 1995 – 2002

Led help desk, desktop, network, midrange, and mainframe support services for more than 40 internal and external clients. Managed single-point contacts for all support requests within EDS technical infrastructure.

EDUCATION & CERTIFICATIONS

Bachelor of Science, Business Information Technology Management – WGU Texas (2017)

CompTIA A+ ce

ITIL V3 Foundation

PROFESSIONAL DEVELOPMENT

Disney's Approach to Quality Service - Disney Institute

Call Center Certified Manager – BenchmarkPortal

The Art of Giving Great Service and Open Book Management - ZingTrain

HONORS & AWARDS

- 2010 ‘Stevie Award’ for Best IT Organization- The American Business Awards

- 2015 ‘Blue Seal of Excellence’ - Automotive Center for Excellence (ASE)

- 2015 ‘Center of Excellence’ - BenchmarkPortal

- 2015 'Stevie Award' for Contact Center of the Year (Up to 100) - The American Business Awards

- 2015 'Stevie Award' for Business Development Achievement of the Year - The American Business Awards

- 2016 'Stevie Award' for Contact Center of the Year (Up to 100) - The American Business Awards

- 2016 ‘Stevie Award’ for Business Development Achievement of the Year

- 2016 ‘Stevie Award’ for Sales Consulting Practice of the Year

- 2016 ‘Top 100’ Call Center Award – BenchmarkPortal

- 2017 'Stevie Award' for Contact Center of the Year (Up to 100) - The American Business Awards

- 2017 ‘Stevie Award’ for Business Development Achievement of the Year

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