User Experience It Operations

William T. Barrett

**********@*****.*** • +1-615-***-**** • Gallatin, TN • linkedin.com/in/william-barrett-3bb49b178

SUMMARY

Strategic Visionary IT executive specializing in digital transformation, enterprise optimization, and technology-driven business innovation. Expert in ERP systems, IT security, and strategic cost management, driving scalable, high-performance infrastructures that enhance operational agility and user experience

Key accomplishments include:

Driving IT transformation, improving operational agility and customer satisfaction through streamlined processes and data-driven decision-making.

Reducing costs by 48% via strategic vendor negotiations, process standardization, and optimized resource allocation.

Leading high-impact projects to early completion, achieving critical business milestones ahead of schedule.

EXPERIENCE

Diligent Delivery Systems, IT Director

Innovative express delivery startup providing on-demand and interstate logistics solutions.

• Built and led a sustainable, high-performing IT workforce, optimizing nationwide support services across customer experience, hardware and software maintenance.

•Supervised IT staff, overseeing hiring, evaluations, performance goals, and salary structures in accordance with company policies.

•Enhanced the on-boarding and off-boarding procedures. Defined and standardized job roles to enhance training, performance tracking, and service excellence. Utilized advanced performance analytics to enhance IT workforce productivity, optimize KPIs, and drive strategic improvements across operations.

• Delivered executive-level presentations leveraging data-driven insights on customer satisfaction, KPIs, project milestones, and IT operations health, driving strategic alignment to ensure synchronization and collaboration of all project planning, testing, and implementation activities.

• Established and optimized service-level agreements (SLAs) to enhance IT service delivery, improving efficiency, vendor collaboration, and reducing operational costs by 30%.

• Drove cost-effective IT solutions, securing vendor contracts that optimized resource allocation while reducing overhead.

•Managed the configuration and optimization of Salesforce CRM to streamline support processes, resulting in a 42% improvement in case resolution time.

• Enhanced digital engagement, increasing customer acquisition by 20% through website and UX improvements.

• Implemented Agile methodologies, leading to 50+ projects completed ahead of schedule.

• Achieved cost reductions exceeding 48% through strategic vendor negotiations and resource optimization.

• Engineered hyperconverged data center solution, improving system scalability and reliability. Leveraged SaaS technologies to enhance server speeds, reduce software costs, and optimize system performance.

Wilson County Government, IT Director

Rapidly growing rural community focused on digital transformation and efficiency.

•Managed IT Department staff consisting of 3 staff members that provided IT support to all county departments.

•Conducted Bi-weekly meetings with the mayor updating him on all IT related initiatives.

• Modernized communications infrastructure, upgrading PBX to VoIP, saving $300K annually.

• Optimized IT operations, achieving 22% year-over-year savings while meeting strategic deadlines.

• Developed a county-wide ERP system, streamlining administrative functions and reducing support costs by 30%.

• Led strategic initiatives, including planning and executing a multi-million-dollar Exposition Center project.

Under Armour, Technical Support Manager

Global sports apparel leader specializing in performance-driven solutions.

• Directed Technical Services Operations, ensuring seamless AS400 and Citrix environments for 5,000+ global users.

•Managed a 24/7 IT staff consisting of 14 members to cover all IT operations.

• Led IT team expansion, implementing 20+ high-impact projects within the first year.

• Streamlined customer service operations, enhancing user experience through technical process improvements.

Metropolitan Government of Nashville, IT Manager & Project Manager

City and County Government services for all Davidson County residents.

• Managed the Desktop Support Department which was made up of over 20 staff members.

• Responsible for developing and management of the departmental budget.

• Designed and implemented the county’s first Active Directory structure, improving system-wide efficiency and control.

•Designed and implemented Microsoft Exchange email services for all departments.

• Managed and participated in the migration of 20,000+ workstations, transitioning from Windows XP to Windows 7 using custom SCCM software scripts.

• Enhanced IT service management, developed and managed service level agreements between Desktop Support and all other departments supported, created and authored knowledge base articles to assist in staff efficiency, created field integration strategies to improve timeliness of assignments and improve overall customer satisfaction.

•Served as backup Manager for Help desk Department.

EDUCATION

Nashville State Technical College

Major: Technical Engineering

Minor: Computer Programming

SKILLS

Executive Leadership • Budget Management • IT Governance Frameworks

Strategic Planning • DevOps methodologies • Team Development • Cloud Security

Regulatory Compliance & Risk Management • Active Directory • Citrix • VMware

Microsoft Azure • CRM Software • Office 365 Exchange • Cloud Security

IT Service Management (ITSM) Optimization • Enterprise IT Architecture

Process Standardization & Continuous Improvement • Microsoft Software Suite

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