Fred Burdick

ad29y2@r.postjobfree.com • (***) *** - 4436

LinkedIn.com/in/fred-burdick• Eugene, OR

VP of Operations

Seasoned, resourceful, and highly analytical professional with substantial experience leading all aspects of corporate operations management, customer service functions, and process improvement initiatives across diverse sectors

Solid history of executing robust strategies, discovering potential opportunities, fulfilling product needs, analyzing processes, and introducing groundbreaking solutions to enable business growth. Skilled at evaluating and supporting IT infrastructures, software programs, and networks, while training end-users on system functionality with patience and professionalism. Leadership acumen with expertise in maintaining high-quality procedures by directing cross-functional teams to enhance service outcomes. Extensive background in customer success management and fully utilizing workforce/resources, along with delivering resolution of complex issues to ensure client satisfaction. Accustomed to rigors of fast-paced, collaborative environments requiring sharp attention to detail, consummate time-management, multitasking, and strong interpersonal communication strengths.

Areas of Expertise

Business Operations Management

Strategic Planning & Execution

Client Services & Satisfaction

Continuous Process Improvement

Project Lifecycle Management

Revenue & Profit Growth

Cross-Functional Collaboration

Team Leadership & Support

Problem Resolution

Career Experience

Fiserv Inc., Alpharetta Georgia 2006 – Jan 2022

Technology Delivery Director 2018 – Jan 2022

Oversee management of multiple project portfolios with key focus on ensuring deliverables within set time and under budget. Leverage dynamic leadership for team of technical resources to provide innovative solutions for business units. Serve as key point of contact between business line executive and Fiserv technology services team. Steer implementation of monitoring solutions for all production, disaster recovery, and certification environments. Lead key Operating Level Agreements (OLA) and System Level Agreements (SLA) by providing performance reports on regular basis. Administer infrastructure budget process for Fiserv technology services team, along with managing standardized processes across data centers.

Played key role in LRP (Long Range Planning) and AOP (Annual Operating Planning), while collaborating with product management organization to align product strategy and technology solutions.

Delivered expert suggestions by actively participating in key interaction meetings, including deal review board/budgetary planning sessions and release steering committee/project intake meetings.

Drove development of consistent practices used across bank and credit union businesses.

Service Delivery Executive 2015 – 2018

Primary liaison between the Business Line Executives, Business Infrastructure Leadership, and Fiserv Enterprise Technology team.

Key participant in the LRP (Long Range Planning) and AOP (Annual Operating Planning) processes for each product line.

Partner effectively with product management organization to align product strategy and technology solutions.

Manage high level portfolio strategy, prioritization and expense.

Actively participate within Key interaction meetings (i.e. Deal Review Board sessions, budgetary planning sessions, release steering committee meetings, project intake meetings, etc.).

Drive key OLA’s and report on OLA performance.

Clearly understand and communicate product line Service Level Agreements into Fiserv.

Actively champion the leveraging of common technology solutions across multiple project lines.

Manage the infrastructure budget process for the DIS team.

Working on standardized processes across our datacenters for purchase requests.

Develop consistent practices to be used across Bank and Credit Union businesses.

Vice President, XP ASP 2013 – 2015

Enabled transformation of existing team members to become Fiserv employees by overseeing business line, following purchase of previous company. Adhered to Corporate compliance standards such as PCI, Sarbanes Oxley, and SSAE16. Steered deployment of necessary organizational operations, including support and IT, including change control, access/issues management, root cause analysis, and capacity planning. Planned sales presentations and conferences as well as facilitated project management and annual disaster recovery testing.

Mitigated issues and achieved client/employee satisfaction by executing back-office operations automation with key focus on staff growth, development, and stability.

Increased 50% client base and surpassed financial goals by 30% in first year by demonstrating exceptional performance.

Director, Data Center Operations 2009 – 2013

Aided in delivery of Acumen and Spectrum core credit union processing solutions. Spearheaded Payment Card Industry (PCI), Corporate security standards, and successful audits within specified data centers. Implemented ITIL processes within all support teams to meet customer demands and requirements. Addressed and resolved escalated customer concerns, along with developing priority and goal setting for management team. Led monthly customer presentations for all areas of business to evaluate and assess overall performance.

Director, Disaster Recovery and Resource Management (March 2006 – Oct 2013) As Director of DR/RM my role was to grow clients and revenue within both business lines. Accomplishments included the following:

•Restored customer confidence in Resource Management (RM) delivery model – satisfaction level increased 300%

•Developed additional business model opportunities in RM – added 6 new customers during the first year

•Increased Disaster Recovery revenue by approximately $3 million annually

•Created Business Continuity plans for Corvallis, Or. And Titusville, Fl. Locations – web-based disaster recovery plans created and tested annually with excellent results

•Introduced Avamar Electronic data vaulting solution for recovering In-House client’s data into Corvallis for recovery purposes

Executed 7x24 environmental monitoring and escalation for each data center location, systems (Windows, Linux, AIX, and UNIX), networks, and database teams by supporting all data center environments, internal systems, and licensed in-house customers.

Directed all back-office application and data center infrastructure operations within two national and two international data centers.

McKesson Corporation Eugene, OR. Jan 1996 – Mar 2006

•Senior Manager, Horizon Lab (January 2001 – March 2006)

•Team Lead / Manager – Infrastructure Team, Horizon Lab (Sept. 1998 – Dec. 2000)

•Manager, Pathways Laboratory Development (Jan. 1997 – August 1998) Sr. Quality Assurance Analyst (March 1996 – Dec. 1996)

Product Account Manager Manager of Specialists On-line Network Manager Facilities Manager Senior Systems Analyst On-line Data Center Manager On-line Data Center Supervisor On-line Data Center Computer Operator, Summit Information Systems Corvallis, OR

Systems Analyst/Customer Engineer, Electronic Data Systems Boise, ID

Education

Bachelor of Science, College of Mathematics/Computer Science

Graduated with Honors from BSU Honors Program

Boise State University Boise, Id.

Certifications

13 Courses McKesson Leadership Certification

10 Leadership Courses while employed with Fiserv

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