Executive · Vice President · Chief Information Off

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Position
Executive · Vice President · Chief Information Off
Location Confidential
No
Location
No preference
Willing to Relocate
Yes
Industry
Consumer-Services
Function
TECHNOLOGY(IT/EDP/MIS/Communications)
Compensation
$200,000 to $400,000

Resume Summary
Spanning boundaries and building high performance award winning teams (ten time Stevie® Award Winner).

Resume Body      EXECUTIVE · VICE PRESIDENT · CHIEF INFORMATION OFF

• An award-winning IT and business operations executive with 15+ years of excellence in driving organizational turnarounds and multimillion-dollar revenue growth by executing data-driven business development strategies, facilitating customer service innovation, and designing streamlined, compliant, and cost-efficient IT infrastructure.

• A change leader and cross-functional collaborator with proven success in driving enterprise-wide operational transformation and business expansion by building high-performing teams, building close relationships with clients and C-level leaders, and leveraging insights from internal business assessments to enforce robust quality standards.

CORE COMPETENCIES
• Executive & Cross-Functional Leadership
• Strategic Planning & Execution
• IT Strategy & Roadmap Development
• IT Infrastructure Design & Optimization
• Cloud Technology & Digital Transformation
• New Business Development
• IT Operations Management
• IT Service Management (ITIL)
• Information Security
• Disaster Recovery
• IT Program/Project Management
• Budgeting & Financial Management
• Vendor Management
• Software Development Life Cycle
• Enterprise Applications
• Agile & DevOps Methodologies
• Contact Center Management
• Business Process Outsourcing
• Process Improvement
• Continuous Improvement
• IT Change Management
• Cost Control/Reduction Strategy
• Business Analysis/Business Intelligence
• KPI/Metrics Development & Benchmarking
• Auditing & Governance
• Risk Management
• Quality Assurance/Quality Control
• Customer Relationship Management
• Customer Experience
• Contract Negotiations
• Teambuilding & Training
• Mentoring & Coaching




KEY ACHIEVEMENTS

• Achieved $2M+ in DOM expense reductions for RealPage, Inc. by facilitating a team transition from onshore support to a collaborative onshore/offshore model, which also increased ticket volumes handled by offshore teams from 50% to 84%.

• Generated $2.5M in savings for Enterprise Financial Group (EFG) by developing, implementing, and managing a proprietary parts sourcing platform (Parts Wizard) that slashed expenditures, improved productivity, and enhanced customer satisfaction.

• Drove a 55% reduction in labor costs for EFG through mechanization of the contract administration process, which included implementation of automated data entry and risk mapping that significantly reduced manual labor.

• Delivered $1.5M in new revenue for EFG by planning and executing innovative lead generation and business development strategies.

• Won nine “Stevie Awards” from American Business Awards for driving customer and employee satisfaction initiatives at EFG, resulting in employee satisfaction benchmarks growing to 90.6% and EFG being named among the Top 100 Places to Work.

• Produced $1.3M in rebates for EFG by developing a new preferred supplier network, which involved leveraging strong written and verbal communication skills to drive effective vendor negotiations.

• Received a “Stevie Award” for the Best IT Organization for developing an IT services catalog for Alliance Data that enhanced cross-functional collaboration to influence more informed performance and finance-related decision making.

PROFESSIONAL EXPERIENCE

REALPAGE, INC., Richardson, TX

VICE PRESIDENT OF IT OPERATIONS 2017 to Present

Provide strategic direction and tactical support for all IT operations, enabling cost-efficient enterprise-level solution design and delivery as well as customer-centric support for a provider of software and data analytics to the real estate industry.

• Spearheaded a comprehensive DevOps transformation in line with evolving technology trends that expedited and optimized IT delivery by automating code promotion into production.

o Led the standardization of DevOps toolchain/pipelines, including Team Foundation Servers, open source, containers, code development, and the delivery process.

o Streamlined pipeline technology stacks to avoid runaway one-off solutions, reduce similar tools, and minimize administrative overheads while automating the build and release processes to achieve automated code promotion to production.

• Executed multiple strategic initiatives to build global capacity and credentialed competencies that would enable business growth and improved resolution rates with predictable, limited additions to operational headcount.

o Drove international business expansion by launching a global network operations center, implementing a shared services strategy, and building a global 24/7cusotmer support team based in India (Hyderabad) and the Philippines (Manila).

o Facilitated upskilling and performance improvement within the global IT support team by expanding the site leadership teams, improving leader to individual contributor ratios, and implementing a Management Certification Program.


ENTERPRISE FINANCIAL GROUP (EFG), Irving, TX

VICE PRESIDENT OF OPERATIONS 2014 to 2017

Strategized and executed award-winning, end-to-end business and technology transformations that increased revenue and customer/employee satisfaction, grew competitive advantage, and minimized expenditures and risk exposure.

• Directed a cross-functional team in developing and administering the proprietary Parts Wizard platform, including performing extensive data analysis to identify cause-and-effect relationships in the sourcing decision logic.

• Optimized contract administration via an operational overhaul that automated data entry and risk assessment while enhancing contract oversight and opportunity identification, resulting in greater productivity, scalability, and competitive advantage.

• Executed multiple strategic change initiatives as part of the contract administration optimization effort, including implementation of contract/funding and cancelation loader tools to push files directly into the contract management system.

• Delivered organizational excellence through the development and execution of targeted, data-driven strategies that focused on customer experience as a critical differentiator and thereby enhanced customer service delivery to secure market leadership.

TMX Finance, Alpharetta, GA

VICE PRESIDENT OF IT INFRASTRUCTURE 2011 to 2014

Administered and drove continuous improvement in IT infrastructure and security for all operations supporting 7K+ employees and 1.1K+ retail locations across 16 states, with accountability for a $15M CapEx and $25M+ OpEx budget.

• Spearheaded the development of a streamlined, secure, and user-friendly IT infrastructure that could support rapid business scaling by improving the uptime of critical revenue-generating financial/business applications and systems.

o Formulated and rolled out a strategic roadmap and KPIs for IT infrastructure transformation that incorporated Dell and Cisco UCS Servers, EMC storage, data center growth, and capacity planning.

o Enhanced enterprise service delivery through a centralized support model focusing on risk analysis and long-term technological value, with distributed services between the company’s three corporate offices.

o Performed a complete needs assessment of IT security needs and prevalent issues, leveraging insights from the investigation to strengthen security capabilities with IDS/IPS, managed firewall, and endpoint monitoring.

o Established and developed the company’s first disaster recovery data center, including selecting the site, project managing the development of physical and technical architecture, and coordinating the migration of legacy failover from GA to AZ.

• Maintained robust IT governance standards by achieving full compliance for the SSAE16 audit while recording zero deficiencies across all departments.

ALLIANCE DATA, Dallas, TX

DIRECTOR OF DATA CENTER OPERATIONS 2005 to 2011

Planned and executed strategic change initiatives to optimize operations at two data facilities comprising 27.5K sq ft of Tier III data center space, thereby improving cross-channel productivity and facilitating business expansion.

• Improved the Level 1 and 2 incident response and resolution rate from 42% to 75% out of ~6K tickets a month, in addition to achieving compliance with PCI DSS, OCC, SOX, and SAS70 requirements.

• Oversaw the implementation of Core ITILv3 best practices (incident, problem, and change management) across the enterprise, ensuring organizational effectiveness and resiliency as well as prompt problem resolution in a fast-paced environment.

ADDITIONAL EXPERIENCE


Senior Manager • Capital One Auto Finance, Dallas, TX

Client Services Manager • Electronic Data Systems, Dallas, TX

EDUCATION

Bachelor of Science (BS) in IT Management • Western Governors University, Austin, TX

TRAINING AND CERTIFICATIONS

CompTIA Project+ • CompTIA

CompTIA A+ • CompTIA

ITIL V3 Foundation • AXELOS Global Best Practice

Disney’s Approach to Quality Service • Disney Institute

Certified Call Center Manager • BenchmarkPortal

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Executive · Vice President · Chief Information Off

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Debugging Information
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Time Stamp 02-Oct-22 12:56 AM
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