Primary Resume
Resume:
Richard S. Hansen
Concord, Ohio ***77
*********@***.*** 440-***-****
http://richardhansen.resumeconnect.com
IT DIRECTOR TECHNOLOGY
Helped develop and execute CIO's IT Transformation Strategy
Streamlined Enterprise Technology processes significantly improving efficiencies
Improved systems availability of 99.9%
Achieved $10M annual reduction in IT technology costs
Highly accomplished, innovative, and profit-driven IT Director with 17+ years experience leading and developing technical organizations that deliver quality solutions that expand business functionality, increase profitability, reduce expense and drive revenue growth. Managed technical development and implementation of technology-based solutions for a variety of fortune 100 businesses and Government Agencies. Technologies include: Distributed Systems, Network & Telecom, Application Development and Package Implementation. Demonstrated strengths in creating and implementing department IT strategies, including making influential presentations that incorporate current demands, projections and budgetary constraints to determine practical IT solutions that streamline processes, reallocate staff, and reduce costs.
CORE QUALIFICATIONS
Align IT and Business Strategy
Product Development & Launch
Budgeting & Cost Containment
Manager Development & Mentoring
Continuous Quality Improvement
Vendor Management
Staffing Optimization
Infrastructure Improvement
Process Consistency
PROFESSIONAL EXPERIENCE
Progresive Insurance – IT Group Manager (Director) 2003-2009
Network and Telecom Organization
Oversaw all aspects of the network and telecom organization including: Network Infrastructure, Enterprise Messaging, Service Management Infrastructure, Event Management Technology and Telecom Platform. Responsible for implementing new technology, reducing expense by $10M, optimizing enterprise processes to leverage efficiencies, developing management staff, spearheading future technology innovations (VOIP, MPLS) and directing operational support. Managed three senior technical managers with an engineering staff of 35+ level IV engineers and indirectly managed 300+ network and telecom engineers within the operations organization.
Performance Milestones:
Implemented enterprise production engineering common operating structure: Mainframe, Network and Compute
Executed IT Transformation Strategy improving quality, delivery and reducing overall expense
Reduced hosted conferencing expense by $1M annually by implementing new conferencing and web solution
Streamlined enterprise technology processes improving operations, quality and systems availability
Developed strategic relationships with business and technology partners which improved moral, delivery and quality
Operations Level II / III organization
Recruited by Senior IT Business Leader to lead this organization, with an objective to implement new technology, improve quality and reduce operating costs. Implemented ITIL processes, an IT Self-Service Portal and other automation tools to help improve efficiency. The efficiencies resulted in improved NPS (Net Promoter Score) quality by 25+%, reduction in headcount by 35+ and reduced operating costs. Managed 8 managers (5 direct reports) with a staff of 80+ support organization.
Performance Milestones:
Improved NPS to 78 and significantly improved overall quality and resolution time
Developed IT strategy focusing on process improvement, quality and technology
Implemented Live Chat, Internal Chat, IT Portal to improve automation and reduce expense and re-allocate 35+ staff
Implemented ITIL Service Management Processes for the organization
Distributed Systems Engineering
Managed the distributed systems for our 3 largest business units ensuring 99.9% availability, scalable, fault-tolerant, and optimally tuned for performance across multiple data centers with 1600 miles of latency. Leverage and implemented technology solutions to reduce operating costs: virtualization, SAN solutions, and operating system life cycle management. Established a Senior Design team responsible for reviewing all engineering designs for the entire engineering (60 person) organization.
Performance Milestones:
Established a Senior Design team responsible for reviewing and approving all distributed engineering designs
Developed and applied engineering principles and design patterns ensuring the designs were enterprise ready
Co-managed the implementation of a new data center including application migration and improved systems availability to better than 99.9%
Presented IT capacity report to the CIO and his direct reporting group on a quarterly basis and presented solutions and cost breakdown
Principal Consultant / Manager, PricewaterhouseCoopers / IBM, 2001 to 2003. Developed, presented and sold multi-million dollar PeopleSoft and Enterprise Technology proposals to Fortune 100 clients. Managed the implementation of enterprise solutions including, staff and budget of $14M. Managed the client portfolio and sales life cycle for each of my clients ranging from $1M to $20M+
Performance Milestones:
Proposal Manager for a $14M Engagement where I presented and sold a PeopleSoft and Portal solution to a national food and beverage corporation.
Technical manager who co-authored and presented a multi-million dollar global PeopleSoft ERP and technology solution to the Department of Defense and key military personnel: 4 Star General, Senior Military Leaders at SPAWAR.
Technical manager selected to develop a multi-million dollar technology engagement proposal for a major Food and Beverage provider. Presented and sold the technical solution to key business leaders describing how the solution met or exceeded business goals and financial constraints.
Director, Complient, 2000 to 2001. Built professional services organization to interface with external clients and implement eBusiness solutions. Developed departmental standards, implementation methodology and project management requirements.
Earlier: Senior Manager Application Delivery, Intermedia Communications, Senior Consultant, Ernst & Young LLP., Software Engineer (IR&D), Lockheed Martin. Entrepreneur / Technical Skills – eCommerce, Email Security Appliance (IronPort), Distributed Systems Engineering, Network Engineering, VMWare, EMC SAN, Cisco Firewall.
EDUCATIONAL BACKGROUND
University of Central Florida – Orlando, Florida
BSBA – Management: Management Information Systems
3.72 GPA graduated with Honors in 3 years
ITIL V3 Foundations Certification
Recipient of Numerous Professional Achievement Awards
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