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Manager Program

Kernersville, NC
February 20, 2020

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Basil Bates * Winston Salem, NC * 717-***-**** *


Experienced Logistics, Transportation, and Information Technology Professional. Expertise in design, development, implementation, and maintenance of billion-dollar business systems solutions. Experienced in program and project management; specializing in transportation (TMS), warehouse (WMS), financial, and logistics management systems. Highly skilled in systems development and production life cycle management; including opportunity assessment, business case analysis, strategy development, information assurance and security, solution design, business process modeling and re-design, application development, solution implementation, maintenance and end-user training.

Professional Experience

Manager, Platform Support; XPO Logistics, Inc., High Point NC: 2018-2019

Manage 10 personnel ITIL certified global level 2 platform support team; supporting warehouse management systems for 90+ companies at 250+ warehouse sites worldwide.

Provide monthly problem reduction analysis to eight separate IT business verticals

Implemented ServiceNow for Level 2 incident/problem support organization

Provide monthly incident management support > 2500 incidents; maintaining service levels at > 99%

Reduce incident levels by 19% through problem management improvements, while adding over 25 new customers during same time frame and reducing support team by 11%.

Manager, Client Support; XPO Logistics, Inc., Greensboro, NC: 2017-2018

Managed 8 personnel ITIL certified global subject matter expert team supporting ancillary systems to global 3PL warehouse management systems; supporting 65+ customer companies and 210+ warehouse sites worldwide.

Develop and implement inter-team cross training program, expanding single threaded support to include backup and new subject matter expert team coverage within existing team

ITIL Services Owner for Small Parcel Systems, AS400 Systems, Packaging Systems (Nulogy), and Miscellaneous Systems…twice recertifying ITIL 20000.

Support 25 new customer implementations and 120+ existing customer upgrades while maintaining support team levels by developing and implementing inter-team cross training program.

Program Manager & Executive Consultant, Computer Aid, Inc., Norfolk VA: 2005-2016

Program manager, business analyst, system architect, configuration manager, and training director for the Department of Defense (DOD) Financial and Air Clearance Transportation System (FACTS). Led 16-member team in developing and maintaining global transportation management system for DOD Program Manager, providing and maintaining transportation and air clearance system for all Department of Defense services (Army, Navy, Marine Corps, Air Force, and other DOD entities).

As training director, responsible for development and creation of user’s manual and training courses and taught online and classroom training for global user community (>8000 users).

As business analyst and systems architect, supported online help desk, and development of small parcel and large freight management modules.

As configuration manager, supported and directed online support team and help desk support.

Analyzed and reported on the performance of the FACTS project portfolio throughout the entire lifecycle to the DOD Program manager, Configuration Management Board, and Service Stakeholders. Continuously monitored and tracked the FACTS IT project portfolio, its progress and performance, and the successful development of the required DOD Transportation functions and IT capabilities to the FACTS DOD Program Manager and appropriate stakeholders.

Tracked critical and portfolio-wide risks and issues and escalated to the FACTS DOD Program Manager and appropriate Service authorities. Monitored the overall risk profile of the FACTS Program portfolio. Coordinated critical project interdependencies with all DOD transportation stakeholders.

Provided senior DOD IT and transportation leadership with accurate view of the FACTS Program portfolio based on appropriate performance targets allowing FACTS stakeholders to make rapid and effective decisions.

Major Accomplishments:

Convert traditional mainframe system to web-enabled internet environment with COGNOS BI Reporting capability

Led development and implementation of small parcel module for Navy Transportation Offices.

Led development of large freight management module in on time and under budget efforts. Successfully completed project October 2016.

Director, Federal Government Solutions, Computer Aid, Inc., Harrisburg, PA: 2004-2005

Responsible for business development, executive, strategic and tactical management consulting in process re-engineering and change management for U.S. government organizations.

In one year went from $0 to $800K in Federal Government sales

Director, Enterprise Architecture & Program Management, META Group, Inc., Stamford, CT: 2000-2004

Responsible for engagement management, employee development, and service delivery of executive-level strategic consulting services to Fortune 500 companies, Federal, and State government organizations.

Performed enterprise architecture maturity assessment and development projects for Federal and State governments, as well as chemical, retail, and financial commercial companies.

Performed enterprise program/portfolio management projects for retail, insurance, government, and transportation companies.

Director, Program Management Office, Naval Transportation Support Center, Norfolk, VA: 1999-2000

Responsible for transportation and financial management program management office. Manage and direct 40-person software development team for the Financial Air Clearance Transportation System (FACTS) Program supporting all of DOD Transportation and Financial managers. Maintained strategic alignment and work collaboratively with DOD Service Transportation and Financial management personnel to ensure the FACTS Program portfolio aligned with DOD CIO transportation and financial management directives.

Managed the FACTS program portfolio and ensured the program aligned with DOD transportation, IT, and financial stakeholders current and future requirements.

Continuously evaluated and prioritized the FACTS Program portfolio based on DOD CIO and Transportation Management directives.

Continuously reviewed the FACTS Program’s requirements and eliminated duplication across all DOD Services to ensure the services singled up on a single functional and integrated system.

Coordinated with DOD CONUS Service Transportation managers, Service Air Clearance Authorities, Service Financial Managers, and OCONUS Regional Service Commands to ensure FACTS Program requirements met transportation, financial, and warfighter regional logistical control requirements.


oImplemented FACTS system for Navy in May 2000.

oImplemented FACTS system for Air Force, Army, and Marine Corps in August 2000.

Director, IS Support Departments, Inventory Control Point, Mechanicsburg & Philadelphia, PA: 1997-1999

Responsible for technical, functional, and budgetary management of Navy’s supply chain information systems department; supervising 200 government and commercial contractor personnel to accomplish total systems life cycle management for the Navy’s Shipboard and Aviation ERP systems.

Planned and implemented Y2K upgrades across all Navy ICP ERP systems and ancillary applications

Director, Financial & International Logistics Department, U.S. Navy, Fleet Material Support Office: 1994-1997

Responsible for government central design agency efforts in financial and supply chain systems life cycle management for the Defense Finance and Accounting Services' (DFAS) general fund accounting system for the Navy (Standard Accounting and Reporting System (STARS)); the Royal Saudi Navy's ERP System; and DFAS and Naval Supply Systems Command's Material and Financial Control System (MFCS). Managed and directed 260 personnel department with $29 million annual budget.

STARS Project awarded Government Computer News’ (GCN) Project of the Year Award

Converted 98% of U.S. Navy’s general fund accounting systems to single “CFO Regulatory Compliant” system

Commander, Supply Corps, United States Navy, Washington, DC: 1980-2000


Project Management Professional, Project Management Institute

MS, Information Systems Management, Naval Postgraduate School, Monterrey, CA

BS, Business, United States Naval Academy, Annapolis, MD

MA, International Affairs, Naval War College, Newport, RI

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