Jeffrey P. Buzhardt 678-***-****

*** ****** **** **, **********, Ga 30009 t7lr2z@r.postjobfree.com

PROFESSIONAL PROFILE

A highly effective CTO/CIO who meets challenges head on and creates positive change. An accomplished leader with in-depth experience and a proven track record of success building high-performing teams and leading them to create practical, reliable and stable state-of-the-art solutions in fast-paced business environments.

BACKGROUND SUMMARY

More than twenty years of IT leadership, telephony design & implementation, and systems development experience includes:

Customer Needs Analysis System / Infrastructure Management Customer Relations

Scope of Work Definition Solutions Architecture & Design Work Process Analysis

Bids and Proposals Channel Partner Development Project Management

Design Documentation Organizational Design Vendor Relations

Product Demonstrations Product Development & Management Multi-Site Operations

Change Leadership Customer Relationship Management Operations Analysis

System Implementation System Architecture Design Technical Consulting

EMPLOYMENT HISTORY

Reliant CCS, Greenville, SC 2010-2012

VP Operations

Responsible for all company operations related to the definition, design, development, deployment, and support of Interactive Intelligence products for a diverse customer portfolio including accounts in the Financial Services and Healthcare sectors.

• Assume project leadership of financial services customer implementation in Charleston, SC on day 1 of company employment. Immediately became involved on all levels of the multi-site multi-media deployment across a wide range of ININ and Custom applications. Result: Successful go-live with 24 branches and headquarters. Satisfied customer for $2M deployment.

• Formalize Implementation & Support processes for organization. Reliant CCS had largely been operated as a delivery organization based solely on the competencies of individual team members. Developed standardized processes for corporate knowledge dissemination and aggregation. Implemented branded activities associated with Reliant CCS professional services. Result: Professional Services engagements for Manufacturer PSO with high customer satisfaction. New employee indoctrination & training time streamlined by 2-3 months.

• Provide day to day implementation & support activities for end customers. Result: New customer acquisition, customer retention, customer satisfaction, successful projects, additional project engagements & sales over $300,000.

AVDS, Houston, Texas 2008-2010

Principal Engineer

Support the Sales Department by designing system solutions and offering technical consulting during the pre-sales process. Support the Operations Department by providing technical mentoring and hands-on support to less experienced technical and operational personnel. Provide Account Management services to assigned account base.

• Provide emergency on-site support to Texas Women’s University to rectify issues on a pending Messaging Interaction Center (MIC), days prior to the scheduled go-live date. Performed technical troubleshooting. Trained customer in proper operations. Consulted with customer on proper processes for the organization. Result: Successful go-live with 1500 users. Satisfied customer for $150,000 deployment.

• Reenergized dormant existing accounts. Transferred to Houston and began calling on dormant accounts to expand the current service offering. Met with clients to understand their business needs and suggest system upgrades and new applications to meet business needs. Result: Generated $1M in additional, un-forecasted revenue.

• Provided technical sales support for a contact center/PBX application for a rapidly expanding, Internet-based home products sales company. Reviewed the documentation from the pre-sales interviews and generated a statement of work. Led and participated several operations hand-off meetings. Provided on-going technical support and assisted with go-live support. Result: The team received a congratulatory Email from the company’s CEO for a job well done on a $200,000 deployment.

Method IQ, Alpharetta, Georgia 2002 - 2008

Chief Architect

Support the Sales Department by designing system solutions and offering technical consulting during the sales process. Provide technical support to existing customers and serve as a SME for field service technicians. Develop sales documentation, system documentation and process documentation for the Interaction Center Suite of products.

• Point of contact for the Interactive Intelligence Suite of products for Bell South. Worked directly with Bell South representatives as a vendor partner, in the design of the scope of work and installation of all Customer Interaction Centers sold by Bell South. Developed methodology to review BellSouth proposals. Negotiated with BellSouth Sales to ensure that Method IQ margins were protected. Result: Created highly effective and profitable relationship with BellSouth.

Service Resources, Marietta, Georgia 1997 - 2002

VP Information Services

Supervised a team of Database Administrators, Developers, Information Security Specialists and Maintenance Technicians and managed all aspects of the Information Systems Department for this Facilities Management Outsourcer.

• Planned infrastructure landscape for SAP implementation for Service Resources. The implementation encompassed 1500 remote employees, 250 headquarters users, and 75-person Contact Center in Greenville, South Carolina. Provided internal process consulting. Migrated ancillary system work from other systems to SAP. Managed technical delivery for the SAP team. Result: Successful SAP implementation.

• Designed and implemented an automated remote work order tracking system for the field service staff. The system made use of existing SMS two-way pagers and allowed technicians to send and receive real-time status reports on field projects. Result: The approach provided an effective means to manage a rapidly expanding field service staff and provide very efficient customer service without the need to expand back-office staff.

• Developed an effective team in a rapidly expanding environment. Mentored new IT staff. Designed and developed maintenance and development processes. Instituted reporting guidelines. Communicated with corporate upper management and peers regarding enterprise requirements, new developments, and appropriate infrastructure. Result: IT staff grew from 3 to 15 people as the company’s size increased from under 100 to over 2000. Back-office competence and capabilities were marketed as a competitive advantage to SRI customers.

TTC, Greenville, SC 1984 - 1997

Director, Information Services (1991 - 1997)

• Supervised a team of three engineers and technicians and managed all aspects of the Information Services Department including database management, Email, IT Maintenance, networked PC’s, and the accounting software support.

POS Product Manager (1988 - 1991)

• Designed the customer service operation for TTC produced POS product. Analyzed customer requirements.

• Implemented support team with pricing and costing parameters.

National Service Manager (1986 - 1988)

• Managed all aspects of the product design, development, manufacture, and distribution. Achieved product penetration in major markets of the southeastern US.

• Analyzed Field Service requirements for TTC’s Marriott account. Assumed management responsibility for account. Result: Maintained account, with appropriate customer satisfaction and profitability, until Marriott sold the division.

Lead Developer (1984 - 1986)

• Interacted with customers to gather operational requirements and design POS systems to meet those requirements. Led development teams and trained other developers.

EDUCATION

MBA, Operations and Marketing

Clemson University, Clemson, South Carolina

BS, Mathematics / Computer Science

Furman University, Greenville, South Carolina

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