Customer Service Scrum Master

Chris Vincent

IT Director

**********@*****.***• (312) 659 - 1638

LinkedIn• Des Plaines, IL

Versatile and highly analytical professional with documented success and extensive experience leading all key facets of SDLC and ITSM ensuring optimal oversight for the IT organization and attainment of strategic vision with unequalled success.

Proven success steering small to large scale projects within set timeframe and budget across information systems, telecommunications, customer service, and manufacturing environments.

Instrumental IT leader; adept at bridging gap between technology and business goals by aligning emerging technologies with business needs.

Skilled in hiring, training, leading, and motivating cross-functional teams to confirm achievement of collective objectives and optimize working efficiency.

Scrum Master, possess in-depth knowledge and working understanding of software development, vendor management, resource planning (ERP), change management, cloud computing, data mining and warehousing.

Expert at implementing IT and customer service strategies, policies, and procedures to ensure prompt troubleshooting.

Articulate and refined communicator; excel at forging and strengthening professional relationships by leveraging interpersonal communication skills. Thrives in competitive and challenging markets and adapts to the ever-changing demands of the IT industry.

Areas of Expertise

Project Management

Relationship Management

Resource Allocation

Program Management

Cloud Migration (AWS, Azure)

Team Leadership & Staff Development

Infrastructure Planning and Oversight

Database Design & Administration

Enterprise Resource Planning

Data Analysis & Predictive Analytics

IT Operations Management

Agile Software Development

Complex Problem Resolution

Data Center Management

Continuous Process Improvement

Career Experience

SAI Advanced Power Solutions June 2022 - Current

IT Manager / Systems Architect

Responsible for the day-to-day computer and systems support for the entire staff of about 250 computer workstations. Lead the transformative initiative working with key stakeholders to define and implement a systems architecture strategy to integrate and optimize core business systems. Maintains and supports all landline phone systems, mobile devices, printers, business machines, building security system, camera system, and all other IT related systems & processes. Manages vendor relationships and the IT staff of three. Hands on strategic execution of opening our new manufacturing facility in St Charles, IL.

Vital Proteins May 2021 – Dec. 2021

Business Analyst – DTC Integration

Lead enterprise system integrations; NetSuite to SAP, NetSuite to Engage Omni

Worked with key stakeholders on the IT, ecommerce, Operations and Customer Support teams to identify opportunities leveraging new platforms to execute enhancements to systems. Spear headed software vetting projects collaborating with international parent company to refine and consolidate our software inventory. Lead data migration projects to assure smooth transition to new systems.

Dimension Design Mar. 2004 – Nov. 2020

IT Director

Administered end-to-end functions involved in planning, designing, development, and deployment of robust IT roadmaps supporting strategic vision and aiding in oversight of all technological enhancement within organization. Engaged with executive stakeholders during strategy alignment to enable and support substantial 500% revenue growth. Oversaw planning, development, and streamlining of corporate ERP and CRM platforms and leverage agile methodology to achieve autonomous SDLC environment. Devised and implemented processes to ensure seamless strategic planning and execution for multiple infrastructure rebuilds across diverse locations. Directed overall lifecycle of several IT projects, encompassing development of help desk ticketing system, software revision controls to identify, prioritize, and implement platform enhancements, and creation/implementation of KPIs within budgetary and time constraints. Steered execution of day-to-day technology operations, including help desk management, end-user training in line with new product releases, and development/testing of disaster recovery plans. Spearheaded creations of IT policies and SOPs to ensure efficient utilization of resources/sustainable results.

Key Contributions:

Developed and delivered three full releases of ERP platform.

Oversaw system integration and data migration of recent acquisition in Jacksonville, FL

Executed successful migration of on premise production servers to cloud services (AWS).

AWS Administration: S3, EC2 and IAM

Engineered and handed over corporate ERP platform within time and under 40% of the budget.

Decreased reliance of on premise architecture and data backup costs by 90% in (AWS) during 2018.

Led planning and execution of infrastructure builds across multiple manufacturing facilities in Chicago and Las Vegas.

Reduced annual MSP cost by 22% by negotiating optimal terms/conditions to upgrade problematic hardware/applications.

Automated business process to attain optimal efficiency gains by utilizing chatbots, QR Codes, remote capabilities, and a wide array of technologies.

Created customized ERP platform with $40K budget with seven years operational cost of only 34K to run $20M business, whereas software companies quoted $500K+ 3 year cost of ownership

Sourced hardware and directed teams to configure and install across remote locations and saved cost by 64% in workstation upgrades and enterprise wide video conferencing solution.

Education and Professional Certification

Computers & Information Systems

Wright College

Professional Development

NuSphere – Using MySQL in a Production Environment, Advanced FileMaker Developer Bootcamp – Soliant Consulting

Lean Six Sigma Green Belt, AWS Cloud Practitioner Essentials: Architecting, Oakton College - Persuasive Speaking

Currently enrolled in PMP Certification and Certified Scrum Master Certification Programs - Microtrain

Licenses and Certifications

Certified Business Analysis - IIBA®

ITIL 4® Foundation

PMP®/CAPM® Project Management Professional Certification

Certified ScrumMaster CSM®

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