Customer Service Information Technology

Chad Robinson

Cell: 317-***-**** **** Mustang Terrace

***********@*****.*** Plainfield, IN 46168

Information Technology Leader

More than 10 years of experience applying people, process, problem-solving, and technical skills to improve individual, team and organization performance. Background includes building service-oriented and forward thinking team for a $700M publicly traded, diversified holding company, managing many multi-year technology projects and maintaining an annual budget. Proficient vendor and contract negotiator, with experience managing a large technology portfolio including; applications, infrastructure, telecommunications, information security, and regulatory compliance.

• Creates strategic alignment with multiple business partners with different priorities

• Builds integrated technology solutions that meet/exceeded business expectations and requirements

• Recruits, manages, retains and grows staff members that provide exceptional customer service and organizational harmony

Technical Leadership Competencies

Results Oriented - Team Builder - Research & Strategic Analysis - Provide Structure, Direction & Vision - Problem Solver - Customer Facing

Work Experience

STEAK N SHAKE ENTERPRISES 2005 – Present

500 unit restaurant chain wholly owned subsidiary of Biglari Holdings

Senior Director, Information Technology 2011 - Present

Leadership responsibilities for Information Technology department, a team of 30 employees, with P&L of $7million annually

• Viewed as the key contact within the organization to solve problems, provide robust solutions, and take ownership of any and all issues that arise

• Developed an escalation matrix and governance list for all IT systems to align the organization and ensure focus on core issues

• Instrumental in the design and implementation of technology for a new store concept that is the flagship location aimed at escalating franchise growth

• Evaluated, selected, and integrated systems and process for SnS global expansion

Director, Strategic Technology Services 2008 - 2011

Leadership responsibilities for all infrastructure, security and compliance with P&L of $3 million annually

• Managed a robust infrastructure of secure networking across 490 locations and an offsite data facility

• Drove strategic advantage by leveraging existing industry leading software packages and building additional custom capabilities based on unique business knowledge

• Phased out legacy AS400 hardware

• Implemented new technology that provides the team with proper infrastructure

• Improved working environment by establishing technical and operation standards

o Improved customer service and team members by developing career paths

• Implemented Cisco Telepresence – full immersive video

• Responsible for Sarbanes-Oxley regulatory compliance

• Internal Security Assessor - for annual Payment Card Industry compliance

• Provide support for parent company – including IT strategy for mergers and acquisitions

Manager, Information Technology 2006-2008

Leadership responsibilities for all in-store technology in 490 locations with P&L of $4 million annually.

• Completed the implementation of the broadest reaching technology initiative in the company’s history during a time of intense organizational change. Delivered significant cost savings by implementing hardware lifecycle management and software implementation

• Transformed department to a profit center. Researched competitor price points, service offerings and contract requirements. Developed comprehensive set of software, hardware, and services that are industry competitive and drives the entire IT organization toward being a profit contributor

• Renegotiated vendor contracts for support to provide better service to 20,000 associates

o Primary oversight of large field support contract, reduced annual cost by 40%

o Evaluated and selected local support center, reduced annual cost by 50%

• Identified opportunities in new store opening process that reduced cost by 30%

Systems Analyst, Information Technology 2005 - 2006

• Developed RFP and SOW for various projects across multiple vendors

• Developed and maintained support procedures for the internal helpdesk and onsite service technicians

• Served as a liaison between operations, construction, and training departments for new store openings

• Analyze, test, procure, implement, and support in store hardware

IU MEDICAL GROUP 2004 – 2005

12 unit primary care practice of Indiana University physicians

PC Support Technician

• Developed helpdesk logging system and procedures that identified trends in technology

• Responded to telephone calls, email and personnel requests for technical support

• IP telephony administration

• Citrix administration

• Participated in an on call 24/7 support rotation

GALYANS TRADING COMPANY 2002 – 2004

48 unit sporting goods store, company was purchase by Dick’s Sporting goods in 2004

Store Support Analyst

• New store opening – acquisition, staging, and installation of store hardware

• Hardware troubleshooting/diagnostic for each remote location

• Point of sale maintenance

• Participated in an on call 24/7 support rotation

• Promoted from Helpdesk Analyst

Gregory & Appel Insurance 2000 – 2002

Oldest independently-owned insurance agency in Indiana

Information Systems Technician

• Provided first level support, maintenance for all hardware and software

• Citrix Administration

• Maintain helpdesk ticket system

Education

Indiana U Purdue U of Indianapolis – IUPUI

BS, Computer Technology 2002

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