Call Center Board Member

Robert F. Barnes Jr

Frisco, TX ***** – 469-***-**** – ********@*******.*** – www.linkedin.com/in/barnesrf -

Chief Technology Officer

Global Infrastructure - IT Operations Management – Technical Consultancy

Strategic Planning

Service Optimization

Systems Launch & Implementation

Call Centers & Telecommunications

Budgeting & Forecasting

Process Improvement

Cost Control & Reduction

Cross-Team Collaboration

Office 365 / Azure

Cloud Migration

Technically sophisticated and accomplished professional with extensive experience leading overall IT operations.

Strong background in IT consultancy, project management, service mobility system, business innovation, and systems upgrading.

Expert in developing innovative solutions and technology plans that provide value, align with business objectives, and follow industry best practices.

Track record of success in managing numerous high-profile projects, leading cross-functional teams, re-engineering processes, and defining IT strategy.

Articulate communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

Experience migrating from on-site MS office to Office 365 and moving solutions to the Azure Cloud, as well as Active Directory upgrades.

CAREER ACCOMPLISHMENTS

●Reduced tester productivity costs by $9MM and enhanced lower environment availability by 50% through designing and setting up DevOps support model.

●Decreased annual mobility costs by $300K and the wireline cost by $1M.

●Secured $12M annually by planning vital global buildouts and site consolidations.

●Reduced annual mobility costs by $1MM by developing and implementing global teleconferencing capabilities and conference room standards.

●Slashed operating costs by $20MM per year and level two costs to the business by $12MM per year.

●Cut down desktop and wireless costs by over $1MM per year globally.

●Decreased call volumes/incidents by 500,000 calls per year for two straight years.

●Set-up global NOC’s and SOC’s

PROFESSIONAL EXPERIENCE

Frisco ISD Frisco, TX 2020-Present

Health and Fitness Coach

RFB CONSULTING Flower Mound, TX 2019-2020

IT Consultant

Provide strategic guidance to clients on general technology and IT infrastructures. Conduct meetings with clients to determine project requirements and goals; define the scope of the partnership, plan timelines, and set deadlines. Collect extensive data related to network usage, client service metrics, and server load and determine the organization’s data management and security needs, as well as desired outcomes and potential scalability.

●Change Management

●ITIL

●DevOps Support

●IT Service Management

●IT Operations

●Office 365

●Azure Cloud Services and Amazon Cloud

●NOC and SOC set-up

●Optimization of NOC and SOC capabilities

CITI GROUP Irving, TX 2017-2019

Senior Vice President, End and DevOps Support

Oversaw overall automation factory operations and processes while acting as global head of robotic process platforms. Delivered executive level end-user computer and virtual workstation support by utilizing Citrix and Horizon VMWare. Developed and implemented creative technology-driven strategies to lead automation within DevOps and achieve set objectives.

Key Achievements:

●Improved services and reduced costs by executing organization initiatives that enhanced performance.

●Removed escalations and customer issues as well as reduced annual operation costs by $500K and improved customer sat by 30% through developing vendor management for end user compute.

●Established first Robotic Process Automation (RPA) operations teams for Citi.

INCYTE CORP Wilmington, DE 2015-2017

Executive Director / Global Head of IT Operations & Cyber Security

Developed and implemented a global support model and cyber security framework within the company while opening offices in Europe and Asia with new and improved infrastructure. Established global infrastructure capabilities, end-user tech, and mobility with a focus on improving operations and security sectors. Implemented global standards and best practices while organizing data center and security architecture. Executed cost-effective and performance-driven metrics within global security and networks operations to increase efficiency. Spearheaded various mobility engineering, voice networks, and MS 2016 messaging exchanges including Skype O365, end-user support, ITSM, and global infrastructure.

Key Achievements:

●Established an offshore center of excellence that enabled functionality at lower costs and enhanced service levels 35%.

●Played a key role in shifting company from on-site MS office to cloud and O365 as well as Skype for business.

●Deployed global NOC and SOC in Hyderabad, India

●Migrated to Office 365 and Active Directory 8 and Azure SMS services

HORIZON BLUE CROSS BLUE SHIELD Newark, NJ 2014-2015

IT Director

Delivered Level 1 and Level 2 infrastructure support services and designed transformation roadmaps for end-user technologies as well as provided cloud-based solutions. Delivered exceptional desktop, engineering, and production support and maintenance while leading enterprise network LAN/WAN, telephony (Avaya), and call center IVR/VRU initiatives.

Key Achievements:

●Minimized mobility costs by $300K as well as wireline cost by $1M annually.

●Executed ITIL best practices and P1 management as well as deployed Symantec enterprise vault for legal compliance purposes.

●Migrated from on-site Exchange to Office 365.

RFB CONSULTING Metuchen, NJ 2013-2014

Principal Consultant

Managed international legal firm with 3,500 employees worldwide while working as interim global head of infrastructure for Proskauer and Rose. Delivered technical assistance regarding service desk design, workforce management, Level 1 and 2 design, desktop optimization, BYOC/end-user mobility, setting SLAs, ITIL, and M&A change management to leading firms. Identified and resolved network outages, data center, and issues in telephone system upgrades. Improved efficiency and productivity by ensuring network redundancy, developing 24/7 NOC, and implementing network monitoring tools.

Key Achievements:

●Achieved sustainable growth, technical innovation, and maximum productivity by devising improved process flows, documentation, and strategic roadmaps.

●Mitigated potential risk factors and launched phone bridges through the setup of priority 1 management team.

●Led various initiatives, such as setting ITIL procedures, installing V-Block updates, and enabling disaster recovery in just four hours.

●Obtained competitive advantage by shifting staff augmentation to managed services for 7seven software.

●Optimized global NOC in Bangalore, India

AIG New York, NY 2012-2013

Global Vice President

Migrated organization from reactive support to strategic delivery approach. Formulated and executed global incident management system/escalation process, including setting Level 1 and 2 support structures and deploying knowledge management practices. Managed mobility vendors and rates while creating and implementing mobility standards.

Key Achievements:

●Secured $12M annually by planning vital global buildouts.

●Ensured cost effectiveness of $10M in travel expenses by initiating video conferencing for global access.

●Directed installations of Symantec enterprise vault/NACNIDP/SEIM while supporting integration of two acquisitions.

●Contributed in developing international support organizations from scratch, including a global service, IT support solution, and Center of Excellence in Malaysia.

●Streamlined and merged global service desks, including reduction in size from 46 locations to two as well as final consolidation of 10 desks in Asia.

CELGENE CORP SUMMIT, NJ 2008-2011

Senior Director

Directed overall end user and security vendors and contracts with a keen focus on cost reduction and revenue growth. Established center of excellence in India for service desk, SOC, and engineering. Developed and implemented Change Management and CAB reviews. Managed the build-out of the first Cyber Defense Organization to protect company data and assets.

Key Achievements:

●Slashed desktop and wireless annual costs by over $1MM globally by performing RFP for a new vendor.

●Reduced vendor investments in hardware by $1MM through leading the design of first virtual desktops.

●Restructured end user support model and enabled global round the clock services.

●Developed mobile device policies and support capabilities.

●Established virtual desktop capabilities to increase productivity.

●Secured annual $7MM by setting up a center of excellence in India.

●Implemented Cyber Security standards and capabilities to increase reliability and security of systems and information.

●Set-up global NOC and SOC in Hyderabad, India

Prior experience as Global Vice President at JP Morgan Chase.

Program Director at Siemens Business Services

EDUCATION AND CREDENTIALS

Master of Science, Management & Leadership

Western Governors University, Salt Lake City, UT

Bachelor of Science, Business Management

Western Governors University, Salt Lake City, UT

Associate of Arts, Information Systems

Easter Florida State College, Cocoa, FL

Professional Development

ITIL, ITSM, DevOps, Security+, Project+, Lean

Affiliations

US Army Airborne Infantry Honorable Discharge Chair, HDI Strategic Advisory Board & Board Member

Consortium for Service Innovations Board of Directors Call Center Leadership Council

Guest Speaker Incoming Call Management and Help Desk Institutes Help Desk Institute Executive Forum, HDI Symposium Board, IT Infrastructure Management Strategic Advisory Board Member

Harvard Square, Leaders Excellence (Lifetime Member), Success North Dallas

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