Regional Manager It Operations

Ray Mulhern

732-***-**** - *****************@*****.*** - www.linkedin.com/in/raymond-p-mulhern

Regional Manager of Systems & Technology

Inspirational Leadership - Strategic Planning - Technology Roadmap - Cultural Change Agent

Systems Integration - IT Operations - P&L Responsibility- National Trainer

Experienced senior level executive with over fifteen years of deep technical experience and success. Develops enterprise-level strategy, architecture and technology systems that reduce software maintenance costs while streamlining and maximizing productivity. Rapidly delivers technology, process and product quality improvements, by leading and overseeing complex IT applications for web, mobile and desktop platforms. Consistently produces significant returns on investments within the most challenging environments.

Serves as a trusted advisor and confidante to executives, management teams, business partners, vendors and staff. Quickly drives the deployment of critical client facing enterprise applications, by serving as a conduit between key stakeholders, enterprise applications, and infrastructure teams, simplifying technical communication. Transforms underperforming individuals and teams driven to achieve unprecedented results, by instilling accountability and results-focused leadership methodologies. Competencies include:

- Strategic Planning & Alliances - Legacy & Digital Transformations

- Data Analytics & Implementation - Customer Engagement & Appreciation

- Cost Analysis & Budget Management - Project Management & Implementation

- Consumer-Focused Service Technology - Communication of Direction, Mission & Focus

Career Synopsis

Hello Fresh 2021-present

IT Infrastructure engineer/Project Manager

Dedicated and analytical Network Engineer with over 6 years of experience in administering, troubleshooting, and optimizing network infrastructure. Proven expertise in network design and implementation, network security, and performance optimization.

Supported IT infrastructure operations across all 40 US locations for HelloFresh, GreenChef, EveryPlate, Factor75, Grocery Delivery Logistics, and corporate offices, ensuring seamless performance and high availability.

Directed the deployment and integration of LogicMonitor for comprehensive network infrastructure monitoring, integrating it with Jira Service Desk and PagerDuty for streamlined incident management.

Spearheaded security network refresh projects, replacing Cisco 2110 firewalls with Fortinet 101F firewalls, reducing firewall downtime by 15% and enhancing security posture.

Responsible for monitoring, controlling, and communicating project progress by actively managing the cost, schedule, scope, resources, quality, and risks.

Accountable and responsible for clear, timely, and accurate communications with stakeholders, particularly the project sponsors, project team members, program managers, and management, on the status of the project, using Jira and Monday application.

Responsible for providing leadership and fostering collaborative participation between the technical and business teams by obtaining consensus and gaining commitment.

Macy’s Inc., Northeast Territory 2000-2020

Fortune 500 retailer featuring e-commerce and department stores.

Manager, Systems & Technology (2014-2020)

Hand-selected by the VP of Technology in a dual role as National Core Five Training Facilitator and Regional Manager for Systems and Technology. Directs a team of 12 analysts providing technical support to 28 Macy’s and Bloomingdale’s locations in the Northeast, including NJ/PA/DE. Serves on all project teams that opened or closed stores, providing systems expertise and advising managers and technical staff on technology support’s integral role in efficient store operations.

Improved store operations and efficiencies by establishing physical technology personnel presence in the field, providing full engagement and collaboration with in-store retail teams.

Achieved proactive technology need resolution, by developing a digital transformation strategy, focused on customer expectations.

Successfully identified issues and opportunities for greater productivity/efficiency by monitored metrics and managing individual service-level store agreements.

Ensured continuity of technical support and fluid operation for register platform, POS terminals, line-busting mobile POS devices, price checkers, selling kiosks, servers, switches, and telecommunications.

Opened new stores with Backstage, a “store within a store” concept, and oversaw and supported logistics related to relocating a call center, housing 32 users, from East Brunswick to Woodbridge, NJ.

Cut 50% from training budget by assuming new project leadership role for technical cross training initiative. Eliminated need to hire new team members by performing dual roles in operations, with estimated $80K annual savings.

Saved Macy’s nearly $300K with training of back office infrastructure methodology and telephony training for 32 team members. In house technical support was provided instead of seeking third party vendor support.

Helped increase district-wide customer satisfaction in SLA response time, improving the percentage of “highly satisfied customers” from 47% to 80%.

National Trainer, Systems & Technology (2013-2020)

Developed and delivered “Core 5” technical training to a national audience of 325, attracting 75 additional participants in three years.

Facilitated 30-hour curriculum highlighting customer service, hand-held technology, telephony, back office topology, and network infrastructure.

Managed team of six in developing curriculum, materials, tests with metrics for completion, delivering within only six months.

DeVry University, Woodbridge, NJ

Diploma in Industrial Electronics Technology

Brookdale Community College, Lincroft, NJ

Associates in Criminal Justice

Certified in Six Sigma Black Belt, Microsoft Office Suite, Service Now and Dell Certified

Other relevant skills:

Annual AMI Asset Management Inventory and Audit

Lifecycle Equipment Project Planner

Esign Installations, POS Micros Workstation Upgrades

POS, NCR real POS 9003 Desktops, Dell Optiplex 7040, 7050

Lenovo Think Centre M92p/M93p Price Checkers

Motorola MK3100, Handhelds, Motorola scanner 3190C

Associations, Awards & Community

Macy’s Systems and Technology, 2x President’s Award Winner

Macy’s Systems and Technology, Star Leadership Award

Macy’s Systems and Technology, 5x You Count Award Winner

United Way Team, Captain 2015-2019

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