Bruce A. Brown

adymym@r.postjobfree.com +1-770-***-**** http://www.linkedin.com/in/bruce-brown-Global-PMO

Global Program Management Director

Strategic Operations & Program Management Executive

EXECUTIVE SUMMARY

Performance driven Executive with history of success pioneering high-growth strategic initiatives across global corporate environments executing key business and technology strategies that drive revenue, increase service-delivery capacity, and ensure customer satisfaction. Noted mentor adept at employee productivity and development, leading international program teams to deliver multimillion-dollar programs under tight deadlines. Leverages extensive technical-management experience to quickly analyze established processes, develop new programs, and identify successful roadmaps for implementation. Articulate, results-oriented leader with business acumen vital to communicating change-management initiatives to internal and external partners. Pioneer of new technologies, able to boast design and implementation of premier baggage-tracking product that quickly gained industry dominance. Contributor to industry leading aircraft satellite communications technology. Holds Master of Business Administration degree in International Business.

Areas of Expertise

Strategic Planning – Agile Product Development & Management – Global Operations – Service Management

Program Management - Release Management - Software Development – Software Quality Assurance – Systems Integration

Vendor Relations – Operations Management – Business Transformation – Cost Reduction – Process Improvement

Professional Experience

Airline Connectivity Programs

Gogo, Inc. – Chicago, IL; Bloomfield, CO; Irvine, CA [2015-2016]

Gogo Inc. is a provider of in-flight broadband Internet service and other connectivity amd entertainment services for commercial and business aircraft, headquartered in Chicago, Illinois. With 13 global airline partners, Gogo boasts over $500M in annual revenue.

Director – Global Program Management [2015-2016] (5 direct reports)

Worked closely with quality and continuous improvement departments to establish enterprise wide standards for program-management and process-improvement initiatives to ensure robust and optimal corporate policies. Managed team of direct reports across global airline programs to monitor delivery and operational performance against balanced scorecard. Directed Program teams to collect metrics and generate reports needed to track overall adherence to established best practices and policies.

Through the utilization of six sigma best practices the program teams were able to identify and quantify service improvement initiatives to maintain accurate program checklist results meeting customer expectations. This also allowed timely and accurate senior management reporting supporting the company expansion into growing international markets.

Direct oversight of airline programs in North America, Central America, South America and China.

Professional Experience

Healthcare

iSirona, LLC / NantHealth, LLC – Panama City, FL; Dallas, TX; Culver City, CA [2012-2014]

Healthcare information management specialists, providing services and solutions to 200+ clients across the globe representing $100M+ in annual revenue.

Director – Product Management [2012-2014] (25 direct reports)

As part of a strategic acquisition, contributed to a series of Standard Operating Procedures to create a consistent and repeatable process for designing, developing, verifying and validating medical device feature enhancements ensuring compliance to FDA, ISO and IEEE standards. Worked across company divisions to ensure continuity of process aligning to ITIL methodology of Service Management and Support methodology. Through a structured product release project plan and roadmap achieved accurate release scope and schedule across multiple product lines and portfolios.

Established detailed resource capacity and velocity reporting allowing for accurate forecast reporting and on-time delivery of product releases.

Created Board level oversight of client complaints and product defect reporting ensuring resource alignment to immediate client needs while maintaining focus on short term deliverables and longer term product roadmap targets.

Established formal product lifecycle process integrating with industry standard software development lifecycle process using Scrum Agile methodology.

Improved product time to market utilizing hybrid release management programme processes and templates aligned to Federal Regulatory standards required for medical device manufacturing.

Succeeded in the development and FDA approval of a new medical device for hospital use

Professional Experience

Air Transport Industry

SITA – Atlanta, GA [1986-2012]

Leading specialist in air-transport communications and information technology, providing services and solutions to 2.8K+ customers across 200 countries and territories representing $1.5B+ in annual revenue.

Program Director – Corporate Program Management Office [2010-2012] (7 direct reports)

Managed comprehensive delivery lifecycle processes and research utilization to ensure accurate delivery of project resources companywide. Analyzed all project objectives to identify deliverables, scheduling, costing, budgeting, and associated risk. Established process governance and standardization, monitoring all project activities to guarantee alignment with internal regulations. Collaborated with network of Directors and Senior Management to develop strategy and vision while managing group of nine Delivery teams within matrix-management environment.

Engaged as Project Management Career Framework Champion, leading development and implementation of program that established project-management best practices, including skill assessment, role definition, opportunities for professional certification, and succession planning.

Increased cross-functional skill set of all Project Managers by designing and implementing Project Financials training course that improved managerial ability to lead financial management across all projects. Oversaw global deployment of program, leading extensive training sessions in Atlanta and Rio de Janeiro.

Strengthened data-sharing and communications by pioneering adoption of SharePoint software to reinforce global office collaboration and objectives companywide.

Coordinated corporate governance for Project Review Board, overseeing 200+ Grade 1 projects globally representing budgets ranging from $1M to $200M. Created summary report for submission to CEO to show alignment with schedule and forecasted budget.

Direct oversight for all projects in excess of $25M

Designed Resource Management Practice to leverage key skill sets across Delivery Organization resources, ensuring proper allocation of skills across all current projects.

Program Director – Business Transformation [2007-2010] (2 direct reports)

Engaged to monitor development of corporate governance to ensure consistent adoption of best practices and processes across five solution lines as well as functional support teams within Products and Solution business division. Managed communications and engagement between divisional resources and Operations/Services team, serving as key point of escalation in resolving service issues within globally diverse organization representing $400M cost base. Analyzed established procedures and business practices to identify opportunities for improvement that raised cost efficiency and business-development potential.

Achieved $26M in overall cost reductions through implementation of multiple change-management initiatives and organizational restructuring.

Drove annual savings $75M over three-year period by authoring and executing 12 cost-saving programs.

Championed implementation of customer-service portal providing direct channel for identification of customer escalations and corresponding resolution.

Director – Global Baggage Operations - WorldTracer [2005-2007] (112 direct reports)

Managed product vertical for airline baggage business unit, identifying roadmaps for improving integrity of services delivered while ensuring ontime delivery and implementation of services to new customer segment. Authored detailed change-management plan to provide quick turnaround for underperforming business segment, leading improvement of time-to-market, cost efficiency, product growth, and customer satisfaction. Orchestrated daily operations for cross-functional teams across Atlanta, London, and Jordan.

• Improved service delivery across London operations—driving customer-satisfaction rating from 3.74 to 4.12 on five-point scale—by implementing change-management initiatives that improved second-level support, advanced Regional Implementation Engineers’ skill set, and integrated local baggage-support teams into centralized regional service desk.

• Achieved positive ROI and 70%+ program-ending annual pre-tax margin after execution of business strategies.

Director – Business Services [2003-2005] (5 direct reports)

As Director with global responsibility, this position required the management of business processes across multiple disciplines focusing on telecommunication operations, business performance, quality assurance and customer satisfaction. With a mandate to improve overall customer satisfaction and improve new business revenue while driving cost reduction programs throughout the business unit, I established common tool platforms and drove service quality back through our third party service providers achieving increased customer satisfaction year on year.

Director – Regional Airport Operations, North & Latin Americas [2001-2003] (230 direct reports)

Led and managed strategic global operations focusing on integrated technology solutions, providing infrastructure platform enhancements and tools on CUTE operating systems.

Responsible for participating in the development and implementation of innovative web-based portal allowing internal and external customer interaction and account/contract management.

Lead, coach and mentor a geographically dispersed staff of 230 technicians supporting airport operations of 10,000 workstations in 55 airports within 25 countries with an annual operating budget in excess of $100M. Coordinate with other members of the executive team in development of vision and strategy to enhance organizational goals and objectives.

Director – Product Management [1999-2001] (19 direct reports)

Led and directed organization responsible for product creation, enhancement, and training of large-scale ASP services utilizing integrated information management and technology within our Airport and Desktop solution line.

Successfully integrated new and existing product lines across business units as well as developed training for implementation of all product lines with P&L responsibility of $300M.

Provided leadership and direction to globally disperse staff. Responsible for creative approach to product line management, challenged by changing global customer and security requirements.

Director – Global Baggage Services - WorldTracer (1995-1999) (21 direct reports)

Technical Manager – Global Baggage Services - WorldTracer (1986-1995) (12 direct reports)

Education

Master of Business Administration in International Business Management – Kennesaw State University – Kennesaw, GA 2001

Bachelor of Science in Computer Science & Business Management – University of Michigan – Ann Arbor, MI 1980

Certifications

Total Quality Management [TQM] - May '03

Interactive Personnel Management [IPM] – Aug ‘05

Personal Development Instrument [PDI] – Jun ’00, Sep ‘06

ITIL Foundation V2 - Nov. '07

PMI Member Atlanta Chapter - May '09

Technology Portfolio

MS Office, Global CRM, ITIL, TQM, IBM Rational Portfolio Manager, MS Project, Visio, PMBOK, CMMI, Scrum Agile

Travel Profile

Capable of travel 100%

US Passport expires June 2019

Brazilian business visa valid until March 2022

Chinese business visa valid until August 2026

Willing to relocate

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