Customer Service Management

KIERAN F. MURRAY

**** ***** **** **** ~ Suwanee, Georgia 30024

770-***-**** (MOBILE) ~ **********@***.***

INFORMATION TECHNOLOGY EXECUTIVE

~ Technology Leadership with an Excellent Mix of Technical & Management Aptitude ~

Innovative, results-driven IT executive with 25 years of technical experience including more than 15 years in key leadership roles, culminating in position as Executive Vice President of Information Technology at nuBridges Corporation. Played key role in InterContinental Hotels (global) and CheckFree organization’s dramatic growth. Proven ability to develop and support mission-critical infrastructure, build top-performing teams, manage client relationships, align IT with business goals and objectives and leverage emerging technologies at nuBridges, IHG and CheckFree. Proven leadership, multi-tasking, negotiating, and communication skills. Certified Sigma Champion. Expertise includes:

• IT Strategic Planning • Capacity Planning • Budget/Vendor Management • IT Security • Data Center Consolidation • Program Management • Continuity & Disaster Recovery • Storage SAN/NAS

• System Design/Integration • Network/VoIP/PBX • M&A (Merger & Acquisition) • SLA/Metrics/Sigma/ITIL

CAREER ACCOMPLISHMENTS

Project Management / Leadership

Provided three year Simplified Infrastructure technology roadmap for InterContinental Hotels Group and the leadership to execute the plan including ROI, people and process. The plan included migrating technology to a service and creating a “cloud” type environment within the data center and eventually to a remote site. Upgraded mainframe footprints to z10 technology leveraging zIIP, zAAP and IFL specialty engines, implemented 1500handset VoIP system.

Led a major $10 million initiative to replace CheckFree’s open systems (Sun, RS6Ks, and HP) with Intel (Dell)/Linux/WebLogic/EMC NAS for web front-end servers and mid-tier infrastructure, which enabled greater scalability, processor speed, software version consistency and quality. Conducted a technology bakeoff before selection of Dell. Achieved all critical time and budget milestones for this key project.

Drove MIP per transaction usage reductions of 30% over three years via process & streamlined coding techniques and DB2 data base optimization using Compuware’s Strobe and CA’s DB2 performance tools.

Directed the migration and conversion of more than 30 vendors/billers following CheckFree’s acquisition of Transpoint a BillPay/Bill Presentment subsidiary of Microsoft.

Saved in excess of $3 million over three years by renegotiating BMC, CA, Compuware, and IBM contracts.

Organizational Planning

Established a Lab Team at CheckFree which conducted stress-testing of all major product & infrastructure releases including both new and enhanced applications, thereby improving application quality and performance reliability.

Structured and seeded an application support group at CheckFree which was instrumental in driving improvement from 3.8 to 4.6 Sigma quality over a 4 year period.

Thought Leadership & Overall Performance

Authored a white paper on EMC’s “SRDF Impact on Bill Payment” published in The Laureate in June, 2002.

Won “Employee of the Year” honors at CheckFree in 1997 for overall outstanding performance.

PROFESSIONAL EXPERIENCE

nuBridges Corp, Atlanta, Georgia 2009 – May 2011

Executive Vice President of Information Technology, Atlanta, Georgia

Areas of responsibilities include Customer Service, Production Operations, Engineering, Product Management, Product Development and Quality Assurance

Led a strategic initiative to improve quality by implementing repeatable processes, metrics, strategic performance objectives and complimenting scorecard

Quality initiative included scalability of nuBridge’s EDI service offering and the platform it ran on which was upgraded as part of the initiative

Performed a data center managed service evaluation and outsourced nuBridge’s open system production environment to a well know Cloud managed service provider

Evaluated several leading VoIP vendors and negotiated a deal to upgrade our phone system and Customer Service call center to a state of the art digital phone system which integrated into Sales Force.Com for customer screen pops

Lead a Business Continuity initiative to bring nuBridge’s RPO to near zero and RTO to less than 4 hours

KIERAN F. MURRAY PAGE 2

PROFESSIONAL EXPERIENCE

(CONTINUED)

InterContinentalHotels Group, Alpharetta, Georgia 2007 – 2009

Vice President of Global Enterprise System Engineering , Alpharetta, Georgia

Provided strategic roadmap/ROI for technical infrastructure, Network, PBX/VoIP and technology running the 4500 Hotel’s reservation and supporting systems, Exchange, Company’s Intranet, shared file folders.

Upgraded aging EMC/HDS/IBM storage frames with EMC – DMX /Clariion and NetApp storage arrays. Software included SRDF-A, ECC, NetApp thin provisioning and de-duplication.

Upgraded (2) z990 mainframes to z10 platforms running DB2, IFL,zIIP and zAAP specialty engines which saved the company over $1m annually in 3rd party and IBM software costs.

Led the design and implementation of a Cisco VoIP solution with over 2000 phones on 3 campuses.

Led the design and implementation of a Intel based virtualized private Cloud environment which supported Windows, Solaris and RedHat Linux operating systems. This environment significantly reduced the engineer cycle time and was the platform/system of record for all future non-mainframe applications.

Managed up the skillset and leadership level of a 50 person organization including leading metrics – SLAs, employee satisfaction rating +17% and implementation/monitoring of Key Performance Objectives.

K&M REAL ESTATE HOLDINGS, LLC, Norcross, Georgia 2006 – Present

Owner

Founded a real estate investment company which acquires properties for development, renovation, leasing, and sale.

CHECKFREE CORPORATION, Norcross, Georgia & Chicago, Illinois 1995 – 2006

Vice President of IT Engineering (2000-06), Norcross, Georgia

Directed and managed the development and support of mission-critical systems for this leading e-commerce online bill payment and bill presentment provider with more than $850 million in annual revenue, 20 million active users and more than 100 million online payments per month. Systems included EMCstorage, DBMS, mainframe, DB2, open systems and performance lab.

Responsibilities included system engineering, support, disaster recovery, and technology roadmaps for a system that processed 1.5billion web transactions per month and the second most active DB2 data base in the US (Wal-Mart #1).

Hired, trained, and supervised a staff of more than 100, 12 direct reports and annual budget of $15-$18 million.

Negotiated contracts and managed relationships with major vendors including EMC, BMC, CA, Compuware, and IBM.

Managed a program that designed and built a system of record which hosted all Web and non-corporate applications. All disparate systems were migrated to the Dell based platform which was highly, scalable, reliable and maintainable.

Held monthly, semi-annual, and annual summit meetings with the company’s largest customers including Bank of America, MBNA, Suntrust, USAA, US Bank, and Wachovia; served as customer advocate for BofA and USAA.

Led numerous key initiatives including process and system improvements, new infrastructure deployments, and migrations/conversions. Leveraged ITIL and 6Sigma methodologies and disciplines to overcome operational deficiencies.

Developed and implemented disaster recovery plans and conducted in-depth capacity planning, budget planning, and resource allocation.

Collaborated closely with executive management in strategic decision-making.

Vice President of Application Support (1998-2000), Norcross, Georgia

Defined, built, and managed a new team to provide support and troubleshooting for the firm’s bill pay and bill presentment applications, thereby relieving pressures on application development team, expediting release delivery process, improving quality of code, and increasing customer satisfaction.

Recruited, hired, motivated, and supervised a team of 35 under 5 direct reports.

Developed processes, procedures, and policies including help desk processes for incoming trouble tickets, escalation, SLAs, and beta management processes to test new code and related infrastructure.

Tracked and reported metrics to management and met with them to review major issues.

Planned and implemented strategies for customer impact mitigation.

Director of Development (1995-98), Chicago, Illinois ~ promoted from Manager & Senior Developer

Directed the support, maintenance, enhancement, and development of applications for Tandem mainframe-based systems in both Chicago, Illinois and Columbus Ohio including ACI’s BASE24 application.

Conducted capacity planning and application performance tuning and scaling to enable firm’s rapid expansion from 50,000 users to more than 1 million.

Planned and managed major projects such as the migration of 1 million subscribers from the Chicago system to the Norcross, Georgia system following the CheckFree acquisition.

KIERAN F. MURRAY PAGE 3

PROFESSIONAL EXPERIENCE

(CONTINUED)

HARRIS BANK, Chicago, Illinois 1987 – 1995

Systems Officer ~ promoted from System Consultant, Technical Advisor, and Senior Programmer Analyst

Provided 24x7 support and programming enhancements for mission-critical Tandem mainframe banking systems including ACI MoneyNet, a wire transfer system.

Managed a project and a team of three in converting 1,500 commercial banking customers from outsourced provider Banklink to an in-house cash management system (NDC’s NETS).

Developed an interface between the cash management system and wire transfer system enabling customers to easily transfer funds.

Collaborated closely with Product Management, System and Development Management, users, and vendors to translate business needs into technical solutions.

ILLINOIS CENTRAL GULF RAILROAD, Chicago, Illinois 1984 – 1987

Programmer Analyst ~ promoted from Programmer

Programmed Tandem mainframes using COBOL and Screen COBOL.

Maintained, upgraded, and enhanced Railroad’s proprietary inventory control and billing systems, which required high availability and 24x7 support.

Played a key role in a critical project working with the Development Director and COO to reduce staffing costs by enhancing online applications and automating more functions. Traveled to offices in Memphis, Tennessee; Jackson, Mississippi; and New Orleans, Louisiana to analyze existing workflow processes and identify changes.

EDUCATION

ROOSEVELT UNIVERSITY, Chicago, Illinois

Bachelor of Arts, Data Processing, minor in Computer Science1983

GROUPS & ASSOCIATIONS

ATdL100 Cloud Computing CIO Network

Atlanta Society for Business Intelligence MMM TechLaw & Business Report Technology Association of GA

Cloud Computing, SaaS & Virtualization

TECHNICAL EXPERTISE

Well-versed in numerous technologies and vendor products including BMC, CA, Check Point, COBOL, Compuware, Crossbeam Firewalls, Cisco routers & switches, VoIP offering, Shortel VoIP offering Dell servers, EMC Celerra/Clarion CX/DMX Series, NetApp, Foundry ServerIron, HP Blade Servers, HP nonstop, IBM zSeries, DB2, Oracle, Linux, Lotus Notes, MS Windows, MVS, NAS, PeopleSoft, SAP, Sun servers.

Contact this candidate