Management Customer Service

SENIOR IT EXECUTIVE – ON TIME, QUALITY, AND BUDGET DELIVERY

I make complex IT organizations work efficiently and transparently, to support the mission of the organization. Using a rigorous, data-driven approach I bring issues like project delivery, end-user support, security, system performance and availability, and data center operations to new standards of efficiency and transparency. I work closely with senior colleagues across IT and the user community to help plan, balance, and implement solutions that will most effectively support the organization’s short-term goals and long-term strategic vision.

KEY ACCOMPLISHMENTS

Executive leadership and turnaround expertise:

• Enhanced perception of delivery and operations teams through regular executive and stakeholder communications, collaborative goal setting and priority alignment, provision of high-level education on technology trends and solution options, and status reporting of initiatives and operational health.

• Led corporate datacenter consolidation & disaster recovery program that saved $2MM in IT operational expense. Retired four legacy datacenters, built single, efficient new datacenter, and implemented collocation facility for DR all with minimal downtime migrations. Implemented hosting infrastructure to support new ecommerce capabilities that permitted 700% increase in adoption of wholesale solution and over $300MM in annual online revenue.

• Enhanced organization security and compliance with a robust new security team. Improved financial system integrity and enhanced definitions and documentation on segregation of duty to strengthen audit performance in both Sarbanes Oxley in the US, and in the Japan Financial Instruments and Exchange (JSOX). (Parent company is Japanese).

• Enhanced field service and service desk staff, 3rd party vendor support, & processes in order to drive improved service, increased 1st call solution rate, shortened resolution times, and improved performance on formal customer service poles.

• Led Java Center of Excellence implementation that drove a several percentage reduction in error counts, material increase in 1st time deployment success, 50% reduction in time to resolve, and shortened development cycles for new initiatives.

• Architected and implemented infrastructure supporting a WMS retiring manual paper based solutions in lieu of RF/Scan enabled technologies and integrations with both SAP & JDE resulting in 10+% gains in productivity and warehouse throughput.

Vision, change and thought leadership:

• Led the architecture design and systems implementation of TBC Corporation’s next-generation web and ecommerce technologies, including ATG selection and implementation, ESB selection and implementation, BI selection and implementation, as well as data warehouse, and disaster recovery/business continuity roadmaps and plans.

• Led new network design, vendor selection & negotiations, and pilot that will result in $2MM reduction in telecommunication costs while delivering enhanced uptime, security, and PCI compliance.

• Collaborated with application teams to author five-year technology roadmaps to support corporate goals and objectives of wholesale optimization, retail expansion, ecommerce development, and back office efficiencies.

• Developed SLA’s for enterprise applications driving new backup and availability solutions for the enterprise including load balancing, replication, hardware backups, tape backups, and cloud based backups driven by RTO/RPO required.

• Developed production performance monitoring program to ensure SLA attainment/revenue maximization. Created a NOC implementing people, processes & tools enabling preventive maintenance and enhanced end-user-experience.

Operational supervision:

• Oversaw a 100+ member team distributed across multiple states and four countries delivering operations, service desk, NOC, field & client support, infrastructure engineering, architecture, security, QA, project management and execution, and vendor management.

• Managed $22+ MM Budget (Operational Expense) and a capital budget regularly exceeding $10MM.

• Exemplary on-time, on-budget record.

PROFESSIONAL EXPERIENCE

3 BRIDGES CONSULTING, LLC., Jupiter, Florida, August 2011 - Present

Self-employed consulting practice focused on IT infrastructure, architecture, operations, and project/program management.

• Consulted on establishment of frameworks, standards, and architecture development for new security architecture organization within Fortune 50 retail pharmacy organization.

• Created back office architecture for offshore-based biotechnology manufacturing venture.

• Created architectural roadmap, designs, and high-level project plan/work breakdown structure for a meaningful use initiative encompassing new acquisitions and a medical records consolidation & data warehouse supporting regional hospital conglomerate.

• Created architecture and hosting plan for pre-funding platform independent SAAS point-of-sale solution targeting Latin American interests and opportunities.

• Provided infrastructure, datacenter hosting, SOA, and data warehouse/BI implementation consulting.

TBC CORPORATION, Palm Beach Gardens, Florida, April 2008 - August 2011

$2.9 BN tire and service retail and wholesale organization with seven banners with over 1200 locations in US and Mexico.

VICE PRESIDENT – ARCHITECTURE & ENGINEERING

• Shortened funding and budget efforts through presenting and aligning understanding of technical vision, account plans, and road maps.

• Led all aspects of ERP administration and operations, infrastructure upgrades and business continuity and disaster recovery initiatives.

• Architected a new point-of-sale and ATG ecommerce implementation to expand product channel, increase customer wallet share, optimize product mix, reduce setup time for new EDI trading partners, and reduce payment-processing charges.

VICE PRESIDENT – TECHNOLOGY SERVICES

• Reduced hosting costs by over 20% leveraging SAN, NAS, & virtualization strategy resulting in 80% server virtualization.

• Eliminated more than 1% annual downtime in point-of-sale to capture approximately $1.5 MM in annual recovered revenue, primarily through improved training and management.

• Added more than $6MM increase in recurring EBITDA through numerous M & A efforts that resulted in material staff & technology synergies, and supply chain efficiencies.

SUPERVALU, Boise, Idaho, April 2005 - April 2008 (formerly Albertsons)

National Fortune 50 grocery organization with over 2,500 retail locations as well as supply chain relationships. 250,000 employees over 50 states conducting retail, pharmacy, credit union, and U. S. Satellite operations.

IT DIRECTOR – INFORMATION PROTECTION SERVICES

• Responsible for core security functions including strategy, performance, risk, compliance, and threat management as well as third-party vendor security and architecture.

• Collaboratively worked with security leadership team to build new security organization, drive PCI & SOX performance improvements, & leveraging offshore strategies to drive economic & quality performance.

• Led architecture & development of standardized EIDMS and HR system integration for all 250,000 employees.

SR. I.T. MANAGER WEB, PORTAL, & ECM INFRASTRUCTURE SERVICES TEAM

• Led implementation of Java Hosting Center of Excellence, resulting in new standards, automated deployment/roll-back of releases, monitoring and alerting, and a decrease in incidents by more than 96%. Improved customer experience, while increasing ecommerce security and EDI revenue streams.

• Boosted Service Level Agreement (SLA) performance by double-digit percentages. Designed and implemented common engagement model including SLAs, Operating Level Agreements, and underpinning contracts.

• Led creation of offshore capture team for follow-the-sun support that dramatically reduced costs and improved SLAs for web, ecommerce, and security.

SENIOR TECHNICAL LEAD/MANAGER (ALBERTSONS)

• Concurrently managed Messaging (Email), Database, Web, and Change & Configuration Management operational support teams, with associated budgets and project activities.

• Migrated enterprise to Exchange from Lotus, resulting lower cost & complexity.

• Renegotiated numerous support contracts including Microsoft and Oracle saving more than $1MM.

PROCESS OWNER/PROCESS ENGINEER/TECHNICAL LEAD (ALBERTSONS)

• Managed team and led the process of developing, deploying, and implementing configuration & change management processes of ITIL & associated technology for 2500 person IT organization.

• Integrated enterprise asset management (Maximo) with Change/Configuration Management solution tools (Open View).

• Maintained Sarbanes Oxley Control testing and other critical controls to ensure statutory compliance within all Information Technology Departments with respect to change management.

BASIC AMERICAN FOODS, INC., Blackfoot, Idaho, 1996 - April 2005

$500 MM privately held international food manufacturer with plants in US, Latin America, and Eastern Europe supporting global distribution via private label as well as relationships including the US Military, General Mills, Sysco, and YUM.

SENIOR INFORMATION TECHNOLOGY SPECIALIST

• Deployed full lifecycle ERP of SCT Adage, as well as SQL based data warehouse for manufacturing.

• Responsible for networking, telecommunications and security along with desktop, database, & server administration.

• Reduced fixed support costs by 40% with automated build and deploy processes and tools.

IDAHO CENTRAL CREDIT UNION, Pocatello, Idaho, 1995 - 1996

NIGHT LEAD –Regional South Idaho ~15 branch credit union.

• Led team of night processing staff, assured physical security, as well as ancillary night functions.

• Oversaw VAX/VMS operations including scripting, hardware build & repair, and night job monitoring & management.

UNITED STATES MARINE CORPS, 1992 - 1995

NON-COMMISSIONED OFFICER, BATTERY TRAINING NCO & HAWK MISSILE OPERATOR

• Meritoriously promoted twice – Maintained Secret Clearance – Honorably Discharged.

• Training on field computing implementation, Lotus productivity software, and database development.

EDUCATION

• Master of Business Administration, 2002

Idaho State University, Pocatello, Idaho

Beta Gamma Sigma Inductee (Honor society for academic excellence)

• Bachelor of Business Administration, Computer Information Systems, 1997

Idaho State University, Pocatello, Idaho

• Public Relations Studies, 1988 – 1992

University of Idaho, Moscow, Idaho

CERTIFICATIONS AND ORGANIZATIONS

ITIL Foundations Certificate, Network Architect (Pine Mountain Group), Cisco Certified Network Associate, I.S.S.A., PMI, ITSMF, AOPA/FAA Private Instrument Rated Pilot, Disabled American Veterans Association

AREAS OF EXPERTISE

• Leadership & Mentoring

• Profit & Loss

• Budgeting

• Metrics/Balanced Scorecard

• Team Building

• Training / Presenting

• Mergers & Acquisitions

• Vendor Management

• Enterprise Architecture

• Operations Optimization

• Process Implementation (ITIL, Six Sigma, LEAN)

• Project Management

• Business Intelligence & Data Warehouse (Cognos, Teradata, WebFocus, Netezza, etc.)

• ERP/MRP/WMS (JDE, SAP, Etc.)

• Disaster Recovery/ Business Continuity

• Security

• Data & Telecommunications

• E-Commerce / Web / Intranet

• SOA & ESB

• QA & Testing

• Call-Center/Service Desk

• Off & Near Shore Team Build

• Datacenter Build / Consolidation

• Automated Manufacturing

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