Leonard Gaines

Tel: 408-***-**** aczy1r@r.postjobfree.com

EXECUTIVE SUMMARY

Technology-led transformation leader with over 20 years experience addressing

challenging issues across diverse business functions and IT disciplines. Proven record

driving operations and process improvements through business intelligence (BI), metrics,

and analytics. Managed a global team of over 80 and a budget over $50M.

WORK EXPERIENCE

Oct 2010 Nov 2016

SYMANTEC, Mountain View CA

Sr. Director, Business Operations and BI: Led Operations for a $400M B2B SaaS business unit.

Responsible for creating business insights, enabling data-driven decision making, and developing

models and forecasts to support strategy development. Measured performance against strategy,

tracked key initiatives and resolved business execution issues across all BU functions.

Co-managed a $400M P&L. Improved procurement processes saved over $200K/Quarter

Operations lead for 2 lean start-up initiatives and 31 non-standard product releases

Developed and executed the business intelligence strategy across the BU. Developed and

maintained a BI data warehouse that captured Enroll to Cash transactions from our ERPs,

eCommerce system and engineering systems to improve end-to-end transaction visibility

Increased FY17 revenue by $10M. Identified the root causes of a booking-to-revenue

shortfall and worked with Sales and PM to adopt corrective actions

Reduced over-aged invoices by $4.2M by challenging/reconciling the data with collections

Corrected booking to billing issues resulting in a quarterly 7% global sales productivity by

implementing monitoring and driving process improvements with engineering and IT

Segmentation analysis discovered over 7K enterprise customers in SMB retail channel,

representing well over $25M in potential up-sell. Results changed marketing/sales strategy

Led monthly and quarterly business reviews. Focused on progress against the strategic plan

Coordinated with the BU leadership team to create and agree upon KPIs, strategies and tactical

plans to achieve business goals. Created reports and dashboards to monitor key metrics

Created sales forecast, revenue models, and analysis used for FY17 planning cycle

Led BU software integration team in efforts to upgrade our Oracle ERP systems, quoting

engine and eCommerce system to a subscription based ERP (Zuora and Oracle R12)

Migrated our CRM systems to an Eloqua/SalesForce architecture using Agile methodologies

Created metrics and reports on lead-to-cash processes, customer churn, renewal rates, LTV,

opportunities, loyalty, retention, share of wallet, discounting, cancellations, and product mix

Improved 40+ processes to reduce support call volume and Authentication through put time

Feb 2009 Sep 2010

NETWORKING AGENTS (NA), Leesburg VA,

NA is a start-up consulting firm specializing in business development and capture strategies.

Director, Consulting: Built and led the IT and logistics consulting branch.

Resolved logistics issues between client and GSA resulting in $30M increased annual sales

Created capture strategy and wrote the technical chapters for a $130M IT help desk proposal

2008 2009

U. S. INFORMATION TECHNOLOGIES (USIT), Chantilly VA

USIT is an Oracle-based IT consulting and software development firm.

Technical Director: Supervised 5 software development projects (40 developers)

Business Development: Analyzed business issues and proposed technical solutions,

developed marketing and engagement strategies, formed partnerships, and wrote proposals

Leonard Gaines Page 2

2004 2008

DEFENSE LOGISTICS AGENCY (DLA), Fort Belvoir, VA

DLA is a 22,000 person wholesale (military materiel) activity with $35 billion in sales.

Director, IT Plans, Procedures, and Assessments: Managed 4 divisions: IT Crisis Center, Web

Development, Continuity of Operations, and Assessments. Supervised 18 personnel.

Transformed10 independently run field activities into a services-based organization utilizing

quantitative metrics, ITIL, and CMMI, to align IT operations with business requirements

Developed and presented a daily IT operations summary (490 million transactions/month,

$933 million IT budget) to the CEO (Vice Admiral) on IT issues that impacted the enterprise

Created a (BI) system and a data warehouse fusing logistics and finance data from disparate

systems. Derived business insights improved decision-making and validated data

Chief of Staff to the CIO: Responsible for managing the daily administration workload for the

CIO (running meetings, preparing correspondence and briefings and tracking all action items)

Deputy Director, DLA Logistics Operations Center (DLOC): Responsible for the command

and control functions of a world-wide military logistics operation. Supervised 80 personnel.

Led DLOC team to two awards for logistic support for combat operations in Iraqexpedited

critical parts, reported on impact to operational readiness and monitored supply chain

Awarded for directing DLA operations supporting Hurricane Katrina relief efforts. Ensured a

rapid flow of critical support information and record levels of 24 x 7 logistic support ($409M)

2003 2004

INDUSTRIAL COLLEGE OF THE ARMED FORCES, Washington D.C.

Executive-level curriculum focused on strategy development and leadership. Courses evaluated

how the National Security Strategy and policy decisions were developed and supported.

2000 2003

NAVAL SUPPLY SYSTEM COMMAND (NAVSUP), Mechanicsburg, PA

NAVSUP is a 24,000 person activity that manages supply chains providing materiel for the Navy

Director IT Integration: Spearheaded efforts to migrate NAVSUPs applications into the Navy

Marine Corps Intranet (NMCI), a $7B outsourcing program. Evaluated emerging technology.

Key member of CIOs NMCI Project team. Acted as technical liaison to contractor and units,

created and executed change management strategy, and coordinated NAVSUP preparations

Successfully tested and/ or redesigned 1,100 applications for migration to Windows 2K.

Corrected numerous application and network security vulnerabilities preparing for NMCI

EDUCATION

Ph.D. Software Engineering, Naval Postgraduate School

MS, National Resource Strategy, Industrial College of the Armed Forces

MS, Information Systems Management (with distinction), Naval Postgraduate School

MS, Computer Science, Naval Postgraduate School

BS, Business Administration, University of Nevada, Reno, NV

PUBLICATIONS

Gaines, L., and Michael, B., Service Level Agreements as Vehicles for Managing the

Acquisition of Software-Intensive Systems, Defense Acquisition Review Journal, Vol 11,

No. 3, Dec. 2004-Mar. 2005, pp. 284-303.

Michael, B., Hestad, D., Pederson, C., Gaines, L., Incorporating the Human Element of

Trust into Information Systems Policy, IAnewsletter, Vol. 5, No.2, Summer, 2002, pp. 4-8.

Gaines, L., and Michael, B., Chapter 29: Trust Management in Distributed Databases, in

Data and Applications Security Development and Directions, Thuraisingham, B., van de Riet,

R., Dittrich, K., and Tari, Z., Kluwer Academics Publishers, Boston, 2001, pp. 329-338.

VOLUNTEER WORK

Advisor to the Student Cyber Security club, Merritt Community College, Oakland CA

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