Customer Service Supply Chain

Brian Adams

Port Orchard, WA *****, 425-***-****, ***********@*********.***

Social Media: https://www.linkedin.com/in/brian-adams-a706aa/

Summary of Qualifications

Director/manager for Information Technology, ERP, Data Center build out and relocation, supply chain, customer service, service desk, call centers, consulting services and software development.

Technological expertise to deliver solutions that profitably impact the bottom-line for companies that span a broad range of industry verticals. Expertise in reducing expenditures, increasing performance, and streamlining operations by strategically planning and tactically implementing effective systems, processes, and controls.

Adept at developing and managing all aspects of large projects and delivering business solutions on time and under budget.

Skilled communicator with the ability to translate business needs to technical and leadership teams to ensure a clear definition and understanding of all objectives. Proactive, goal-focused service professional with demonstrated talent at creating and leading motivated teams.

Selected Achievements

37+ years management and consulting experience

Business process development, re-engineering and modeling

Project manager/director for numerous large ERP (Oracle and Dynamics AX) implementations

Program manager for large technology and non-technology programs

Managed five world-wide technical and product support call centers and field service operations

Extensive call and data center technology knowledge

Architected $300M revenue supply chain program

Managed world-wide inventory locations

Managed multiple million-dollar complex concurrent software development projects

Directed on and offshore development teams

Implemented IT and Customer Service operations for four rapid growth startup corporations

Managed existing and build out of new enterprise data centers as well as complex data center moves

Managed aircraft maintenance operations for fixed and rotary winged aircraft

Aircraft maintenance instructor and flight engineer

Established and managed security for data centers and Nuclear Generating Facilities

20 years of Software Development Life Cycle experience

Security and Disaster Recovery

Development of IT roadmap

Areas of Expertise

• Service Desk Management

• Release Management

• Consulting Practice Management

• Business Solutions

• Contract Management

• Business Continuity Solutions

• Project/Program Management

• Key Performance Metrics

• Architecture Design

• Data Center Buildout

• Risk Management

• Operations Re-Structuring

• Business Solutions

• Asset Management

• Customer Service Operations

• Financial Management

• Advanced Supply Chain

• Vendor Management

• DOC / ITAR

• Call Center Management

• Product Lifecycle Management

• Strategic Planning

• Capacity Planning

• Service Level Agreements

• Product Warranty Program

• Agile / Scrum

• Ad Hoc Reporting

• RFP and RFQ

• Product Depot Repair

• Azure Dev Ops (ADO/VSO)

• Azure Cloud

• Digital Marketing

• PMO (Project Management Office)

• Data Center Hardware and Software Update Management

• Transition Management

• Applications Management

Professional Summary

Senior Project Manager

Sound Transit

Seattle, WA 10/2022 – Present

EAMS (Enterprise Asset Management System) optimization.

oBusiness process improvement

oData entry standardization

oRFP for EAMS replacement

Project Delivery Specialist (Sr. Project Manager)

Deloitte and Raytheon 10/2022 – 4/2023

Created a proposal for ES Finance SAP Common Launch Pad. Proposal including

timeline, resources, cost estimate, solution architecture design and an ongoing

sustainment estimate

Senior Project Manager

DTI, Deloitte and Raytheon Technologies 3/2022 – 10/2022

Document the ATO (Authorize To Operate) process for onboarding new systems into the IT solutions portfolio

Senior Project Manager

Randstad 12/2021 – 7/2022

Bellevue, WA

Signet Jewelers - Contract Project manager providing project plan and cost estimate for moving MuleSoft, Informatica and Hadoop from on-Prem to AWS Cloud.

American Families Insurance - Interim Project manager for Compensation and Paperless Projects

Senior Project Manager 6/2021 – 12/2021

Port of Tacoma, (WideNet)

Contract Project manager performing assessment to replace current financial systems with an ERP solution.

Analyze top candidate ERP solution to verify the platform will meet the requirements for the Port of Tacoma. In addition, confirm ERP solution can replace multiple individual software applications to reduce overall IT software footprint.

Senior Project Manager 9/2020 – 6/2021

Zones, LLC Auburn, WA

Project manager for implementation of hardware upgrades for 4,700 JPMorgan Chase branches across the United States.

Responsible for vendor management and scheduling of technical resources simultaneously across multiple states at one time.

Scheduling and coordination of day and night implementations.

Management or 150 plus technical resources in various stages of background checks and project onboarding.

Coordinating resources in conjunction with new hardware delivery to sites.

Senior Project Manager 12/2019 – 9/2020

City of Seattle IT Seattle, WA

Project manager for three projects (Accela Optimization, Accela Upgrade and ECM).

Projects related to permitting systems infrastructure and Accela software upgrade.

Infrastructure buildout in improve systems performance and provide high availability for Oracle’s WebCenter Content Suite

Managed 3rd party vendor activities including development and delivery of functionality.

Project included systems configuration, customizations, integrations and implementation.

Utilize Azure Dev Ops (VSO) for requirements, bug, risk/issue tracking.

Senior Project Manager 09/2019 – 11/2019

Proliance Consulting Seattle, WA

Interim Project manager for four concurrent projects at REI.

Projects related to procurement and allocation of products available in REI Stores.

Senior Project Manager 09/2018 – 9/2019

DXC Technologies (Tribridge) Seattle, WA

Responsible for implementing Offender360 Jail Management System for King County.

Managed 3rd party vendor activities including development and delivery of functionality.

Project included systems configuration, customizations, integrations and implementation in Azure Cloud.

Utilize Azure Dev Ops (VSO) for requirements, bug, risk/issue tracking.

Senior Project Manager 11/2017 – 09/2018

CompuCom (eXcel IT Staffing) Seattle, WA

Responsible for implementation of Kaufman Hall’s cloud-based Axiom Budgeting Tool for Seattle University including integration of Axiom to Colleague (Ellucian ERP) system and EDW (Enterprise Data Warehouse).

Managed 3rd party vendor activities including development and delivery of functionality.

Program Director PMO 11/2016 – 11/2017

Microsoft / Beyondsoft Consulting Seattle, WA

Engage with Microsoft Enterprise Services to provide outsourced support for the Rapid Deployment Center (RDC), Services Contract Office (SCO) and Master Inventory (MAI).

The RDC serves as the service desk (first point of contact) for Microsoft business travelers and Resource Managers (RMs), acting as a liaison between the traveler, RM, and multiple internal stakeholders engaged in supporting business travel documentation recommendations for Microsoft employees.

Ensure that Microsoft resources traveling and conducting work in a foreign country obtain the appropriate documentation and stay compliant with immigration laws prior to traveling avoiding issues such as fines, rejection of future visa applications, detention, arrest and/or deportation of travelers or denial of entry for future employees.

SCO manages all service contract issues, questions and all non-standard terms for all Microsoft Services Contracts. Manage 3,000+ contract master templates which includes translation from English to other languages.

Review and approve all non-standard contract terms to insure they do not create risks to their service ability and cost of service.

MAI team audits all Microsoft services contracts and records data related to all contracts contain non-standard terms.

Manage Dynamics 365 CRM environments related to the program service requests

Using Power BI for complex metrics reporting.

Senior Project Manager 2/2016 – 11/2016

Hitachi (Ignify) Seattle, WA

Responsible for on time and within budget completion of large scale multi-million-dollar Microsoft Dynamics AX implementation projects for domestic and international clients.

Managed three complex Dynamics AX implementations including one of the first Dynamics 365 customers.

Projects included Sales, Financials, Manufacturing, HR/Talent, Warehousing, Supply Chain, Customer Service, Field Service and Marketing.

Implementations include setup and configuration of the AX environments, data migration of client legacy systems data to AX and integration of other internal client business systems to AX.

Support data center hardware, operating systems, disaster recovery and applications upgrade.

Senior Project Manager 11/2013 – 2/2016

Fullscope Seattle, WA

Responsible for on time and within budget completion of large scale multi-million-dollar Microsoft Dynamics AX implementation projects for domestic and international clients.

Managed three complex Dynamics AX implementations including one of the first Dynamics 365 customers.

Projects included Sales, Financials, Manufacturing, HR/Talent, Warehousing, Supply Chain, Customer Service, Field Service and Marketing.

Implementations include setup and configuration of the AX environments, data migration of client legacy systems data to AX and integration of other internal client business systems to AX.

Support data center hardware, operating systems, disaster recovery and applications upgrade.

Senior Project Manager 07/2013 – 11/2013

Starbucks / Apex Systems Seattle, WA

IT Project Management Contractor for Supply Chain, Store Delivery and Logistics process improvement.

Documented current logistics processes and recommendations for logistical improvements.

Senior Project Manager 04/2013 – 07/2013

Microsoft Corporation / Axelerate Seattle, WA

Responsible for large scale multi-million-dollar Microsoft Dynamics AX implementation projects.

Managed service desk for AX Retail application utilized in all Microsoft Retail stores.

Managed build out of the hosted data center environment in MSIT and eventual move the entire Microsoft Retail environment to GFS data centers.

Project team supported all instore applications such as Video Wall and Who’s Next and AX Retail.

Responsible for updates/upgrades/patches to Windows operating systems and applications.

Oracle Agile PLM Technology Manager 02/2012 – 04/2013

Coinstar Inc. / Redmond Technology Partners, Bellevue, WA

Manage implementation of Oracle Agile PLM (Product Lifecycle Management) software across multiple Lines of Business.

Oracle PLM provided automated (versus manual) functionality to track the lifecycle of Coinstar’s installed systems from “as shipped” configurations to “as currently maintained” in the field configuration including all upgrades and maintenance replacement parts.

Created reporting metrics related to installed systems component reliability and vendor supplied product reliability.

Senior Project Manager 11/2010 – 02/2012

Microsoft Corporation / Apex Performance Solutions, Seattle, WA

Manage software development teams (on and offshore) supporting bug fix and new functionality initiatives for Microsoft Licensing (MSLI) Channel Incentive Platform (CHIP).

Met with business owner to determine priority of software update and new functionality releases.

Managed deployment of code changes and operating system updates to the production CHIP platform.

Senior Project Manager 06/2009 – 11/2010

Microsoft Corporation / IDC Technology, Seattle, WA

Develop business requirements for implementation and expansion of the supply chain supporting Microsoft GFS (Global Foundation Services) worldwide datacenters.

Managed the implementation of Dynamics AX procurement technology automating the purchase order creation and approval process.

The AX functionality was also used for receipt of purchased equipment at each data center.

The project included integration of AX to SAP managing PO creation and receiving information within SAP financials.

Program Development Manager 06/2005 – 06/2009

Boeing Corporation, Seattle, WA

Architected business processes for a worldwide $300M revenue supply chain integration program Integrated Materials Management (IMM) and GoldCare programs for Boeing Commercial Airplane Customers. Integration of Original Equipment Manufacturers (OEMs) and Airline/MRO (Maintenance, Repair and Overhaul) organizations enabled Boeing to manage all aspect of aircraft spare parts including procurement, warehousing, logistics, import / export and civil aviation regulatory compliance, asset management, and depot repair.

Responsible for implementation of Oracle’s cMRO (Complex Maintenance Repair and Overhaul) application for management of the spare parts program.

Managed repair and return of overhauled aircraft components.

Co-Founder, Vice-President of Development and IT 01/2001 – 06/2005

Newell Consulting, Miramar, FL

As the Program executive for on and offshore consulting and development projects my responsibilities included professional services revenue and margins, delivery of products, services and customer satisfaction.

Additional projects supported were data center build out, relocation and operations for Lowes Home Improvement.

Senior Practice Director 01/1997 – 01/2001

Oracle Corporation, Miami, FL

Managed a consulting practice responsible for Oracle software development, presales support, implementation, customization, legacy system integration, customer satisfaction, resource utilization, revenue targets and profit margins.

Includes implementation of all Oracle modules such as HR, PR, Financials, Manufacturing, Warehousing, Procurement and Sales Order Administration

Clients in aerospace, higher education, government (federal, state and local), law enforcement, medical industry, retail and manufacturing.

Senior Project Director (Contractor) 01/1996 – 01/1997

Transquest (Delta IT), Atlanta, GA

Directed and managed 3 concurrent custom application development project teams with a target budget of $43M and a total of 62 resources.

Senior Director, Customer Service and Information Technology 01/1995 – 01/1996

BAY NETWORKS, Santa Clara, CA

Established and managed five integrated worldwide call centers for engineering support of network products at customer sites. Managed service desk operations and call center technology.

Senior Director, Operations and Customer Service 01/1993 – 01/1995

DAVID CORPORATION, San Francisco, CA

$30M developer and distributor of software that enable corporations to be self-insured and administer claims for medical, worker’s compensation and property & casualty. Managed 12 departments which included IT, Data Center, Product Development, Test, QA, Customer Service, Professional Services, Training, Contracts, Finance, Human Resources, Technical Support and Call center. A sample of clients included General Motors, Exxon, Kmart and Wal-Mart.

Director of IT and Customer Service 04/1980 – 01/1993

SUPERMAC; RADIUS; DAISY SYSTEMS; COHERENT, Silicon Valley, CA.

Director for 4 computer-related, startup companies that manufactured hardware and software products. My role was to create and staff field service, technical support call centers and IT which included data center buildout and management of all business applications.

Managed warranty replacements and depot repair of returned components

Responsible for training and dispatch for field service resources to support in field repairs of products.

EDUCATION & PROFESSIONAL DEVELOPMENT

Engineering Studies, GCJC

Sherman High School - Diploma

Professional coursework, tools and experience include:

• Web Portal Strategies

• Disaster Recovery

• Customer Relations

• Knowledge Management

• ERP Integration

• Client Server Technology

• Enterprise Architecture

• Data Warehousing

• LAN/WAN Networking

• Telecommunications

• ACD / Call Center Technology

• Speech / IVR Technology

• Oracle E-Business Suite

• Total Cost of Ownership

• Website / Business Integration

• Advanced Supply Chain Planning

• SharePoint

• WordPress

• Jira

• SQL

• Business Intelligence

• Mainframe

• Security

• VOIP

• PMI

• Office 365

• J2EE

• CMMI

• Cognos

• WordPress

• Dynamics AX and CRM

• Dynamics 365

• RMS Database

• Artificial Intelligence and Machine Learning

• Team Foundation Server (TFS)

• Visual Studio Team Services (VSTS)

• Salesforce

• Azure Dev Ops (ADO)

Military Experience

United States Marine Corps 2/1969 – 4/1980

Avionics, Aircraft Electrician, Maintenance Control and Aircraft Maintenance Chief

oMore that 18 years’ experience in military aircraft maintenance management

oAircraft electronics technician and electrician

oDirected maintenance on a variety or fixed and rotary winged aircraft

Certified Naval maintenance and pilot’s familiarization instructor (Bell, Sikorsky and General Electric Products).

Security at San Onofre Nuclear Generating Station Units 2 and 3 10/1978 – 4/1980

United States Air Force 4/1991 – 4/1993

Flight Engineer - C5 Aircraft

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