Fred Payne

Fayetteville, GA ***** 678-***-****

adt50u@r.postjobfree.com www.linkedin.com/in/frpayne/

Senior Information Technology Professional

Committed to Adding Value and Velocity to Supply Chain and Customer Success Effective servant leader and role model who focuses on employee development needs and contributions to organization's success. Encourage others to actively foster participation, engagement, and teamwork. Use active listening, power of persuasion, empathy, and stewardship. Committed to continuous improvement DNA mentality, learning, and adapting. Passionate about creating environment of trust, mentoring, and achieving results using diverse cross-functional teams’ skills and perspectives. Leverage technology in addressing business challenges through critical thinking, collaboration, and data-driven decision-making. Areas of Expertise

− Operations Management

− Development Management

− ITSM-ITIL Management

− Customer Relationships

− Site Reliability Management

− Program & Project Management

− Supply Chain

− (Manufacturing & Service Parts)

− Business Process Analysis

Technical Skills

− Methodologies: Agile, SAFe, ITIL, ITSM, ITOM

− Languages: PL/SQL, SQL, JAVA, ASP, HTML, .NET, Oracle Forms / Reports, UNIX, VB.NET, C#, jQuery, Angular, Python, JSON, Ado.NET, C++

− Platforms: ServiceNow, Workday

− Applications: Servigistics, Legacy, Dormakaba Cencon & Centran, Oracle (EBS, SOA), BMC Remedy, TradeSphere, Sonic

− Databases: Oracle, Sequel, Progress 4GL

− Tools: JIRA, AppDynamics, Carbonite Double-Take, Nagios, MS Office Suite, TFS (Azure Dev / Ops Server) Professional Experience

NCR, Atlanta, GA

Senior Dev / Ops Manager 2019 - 2022

Led high-performance team of DevOps Engineers located in US, India, and Canada supporting 38 platinum enterprise applications used by banking, retail, and hospitality customers globally. Provided 7x24x365 application incident support, including change / problem / event management, infrastructure upgrades. Maintained transactional and security integrity, and development on 16 of 38 applications. Event Management Product Owner for Enterprise IT and Major Incident Manager for NCR Managed Services applications.

• Exceeded KPI objectives for NPS & CSAT with 73.57 points (up 17.69 points from 2021) and CSAT with 96.6%

(up 5.42% over 2021) by reducing false positive alerts, allowing team to focus on problem management and reduce recurring incidents.

• Increased application availability from 99.99% to 99.999% through proactively monitoring, implementing AppDynamics, and maturing major incident process, enabling DevOps engineers to issue before impacting customer and business SLAs.

• Retained top talent, holding attrition to 12.5% versus NCR IT average of 30%, using Servant Leadership skills and methodologies with team in India and US.

• Migrated 7 additional countries from legacy WMS applications to Oracle EBS on time and in budget.

• Saved $100K annually by consolidating legacy monitoring tools into AppDynamics and ServiceNow.

• Achieved expanded IT Security objectives, “bullet proofing” 3PL manufacturing against attacks by changing firewall, application's processes, virus scanning on images, and file retention, minimizing risks from 3PL partners.

• Provided IT Leadership onsite in Nashville, restoring manufacturing operation when CEVA plant was destroyed by tornado. New plant operational within 3 weeks during beginning of COVID lock down. NCR, Atlanta, GA

Dev / Ops Manager 2013 - 2019

Oversaw DevOps Engineers located in US, India, and Canada supporting 36 platinum enterprise applications used by banking, retail, and hospitality customers globally. 7x24x365 application incident support, including change / problem

/ event management, infrastructure upgrades, maintaining transactional and security integrity, and development on 16 of 38 applications. Oversaw IT tasks (RQS Application & Point-of-Sale Customer Operating System Images) for NCR manufacturing outsourcing to CEVA in Nashville.

• Exceeded KPI objective for incident backlog 25% by eliminating false positive monitoring alerts using resources for non-value activities.

• Retained top talent, holding attrition to 0.7% during this period compared to 20% for NCR IT.

• Implemented standard crisis / major incident process, improving NPS, availability, and MTTR, training those assigned to role for services applications and auditing process.

• Completed all Radiant acquisition tasks on time, taking ownership of business-owned RQS application and rewriting completely new application in 5 months with no documented requirements or knowledgeable IT resources on site. Initially deployed in 2 plants, now in 4, including 3 outsourced.

• Migrated all US ESLs and inventory ($180M) from UPS to FedEx, including all connectivity between companies WMS. Completed on schedule with < 1% inventory discrepancy after reconciliation phase of migration.

• Championed adoption of AppDynamics for application heath monitoring, plus creation and oversight of Business Application Nerve Center (BANC) at GHQ. Led to establishment of Center of Excellence around application performance monitoring, platform to utilize Year Up interns, and improved major KPIs.

• Remediated WannaCry ransomware security risk and attacks in 7 days with no business impact. NCR, Atlanta, GA

Process and Infrastructure Manager (IT) 2008 - 2012 Led DevOps Engineers located in US, India, Serbia, and Canada supporting 35 platinum enterprise applications used by banking and retail customers globally. 7x24x365 application incident support, including change / problem / event management, infrastructure upgrades, maintaining transactional and security integrity, and development on 20 of 38 applications. Onboarded clients for 2 customer-facing applications.

• Retired Zealous ERP system and implemented PTC Servigistics ERP system, on time, in budget, and without any major issue post deployment, providing parts planning functionality not available in Zealous.

• Retired MOVE WMS system and utilized WMS functionality within Oracle EBS. Migration provided needed WMS functionality, eliminated break point between MOVE and Oracle, and reduced cost. Project complete on time, in budget, and without any major issue post deployment.

• Transitioned IT ownership of business-developed, and business-owned small country WMS called CIMS (Country Inventory Management System), located in 41 countries.

• Rewrote CIMS application into single enterprise application located in NCR Data Center in Dayton, OH, running latest technology with disaster recovery, so its SLA could be moved from Bronze to Platinum and NCR could better support emerging countries around the globe.

Prior roles at NCR:

Held increasingly responsible IT and business managerial positions, including project management, quality, supply chain, data center, and help desk.

Selected Achievements:

• Represented NCR in $16M arbitration against Samsung on laptop manufacturing and wrote damage claim.

• Designed, developed, and deployed 4 applications in 2002 still running globally with no tech debt.

• Created first returns, claims, and field retrofit team in Worldwide Service Logistic Distribution Center.

• Led order management process redesign for first Oracle WMS for services linked to MOVE, TradeSphere, and Servigistics.

• Set up first Help Desk for WSL DC campus support and US distributed operations. Education

Completed coursework towards Bachelor of Arts (BA) in Business Administration and Management at Georgia State University and Clayton State University

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