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Senior VP of Global Operations, CIO Resume Example

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SENIOR VP OF GLOBAL OPERATIONS, CIO
Executive Profile

Senior Executive With Expansive Background in Global Financial and Operations Management of Information Technology Services Organizations

Rich mix of operations, customer service, and IT management expertise for multi-million dollar organizations, strategically leading organizations with annual revenue in excess of $95M and as many as 650 global employees operating in five countries.
  • Diverse experience from multiple commercial and public sector organizations to including Pharma, Banking, Manufacturing, Technology, State and Local Government, K-12, and Higher Education
  • Leverage expert analysis to promulgate continuous improvement that drives organizational best practices.
  • Excels in building and cultivating strategic partnerships within highly matrix organizations
Skill Highlights
  • Executive Decision Maker
  • Multi-Site Operational Leadership
  • "Out-of-Box" Business Innovation
  • Global Business Expertise
  • P&L Management & Budgetary Direction
  • Organizational Communication Skills
  • Cross-Cultural Team Building
  • Contracts Negotiations
Core Accomplishments
Senior executive responsible for global expansion of IT Services into Canada, Spain, Poland, and Portugal, with expansion of service delivery team located in Raleigh, NC.  Responsibilities included establishing foreign corporate entities, negotiating real estate leases, talent acquisition, infrastructure build-out, and on-going financial and operational management of business units.  Current member of Board of Directors for foreign subsidiary units Alphanumeric systems Europe S.L. in Spain, Alphanumeric Systems Europe Sp. z o.o. in Poland, and AlphaSD Portugal - Call Center Services, Unipessoal LDA.
Professional Experience
Alphanumeric Systems, IncFebruary 2014 to CurrentSenior VP of Global Operations, CIO
Raleigh, NC
  • Managed the operational and financial aspects of an expanding global information technology and services enterprise with budget responsibility of over $55M across eight lines of business
  • Managed the evaluation and selection of enterprise technologies to support existing and rapidly growing lines of business
  • Collaborated with internal stakeholders on innovation initiatives to ensure technology platforms are evolving to meet internal and external user requirements
  • Managed the technology team responsible for implementation of enterprise technologies driving operational efficiency, delivery of IT services, and service quality
  • Participated in regular Service Review Meetings with clients to ensure service quality goals are being met
  • Meet regularly with partner vendors to review service levels and ensure cost structures remain competitive in the marketplace
  • Managed the strategic and tactical aspect of the information technology initiatives within a fast-paced growth environment
  • Manage cost model proposals for new opportunities within responsible lines of business
  • Managed seven Global Service Desks, employing over 350 resources, located in five countries providing support to end-users in over 35 countries via a Clinical Trials Service Desk, IT Support Service Desk, IT Executive Support Service Desk, Facilities and Finance Service Desks, and a Shared Managed Services Service Desk for the Pharmaceutical, Healthcare Management, Financial Management, Legal, and Energy industries 
  • Managed team providing Global Level II IT support to over 600 Tier I and Tier II resources
  • Built and manage a Managed Service Organization consisting of 25 resources providing 24 x 7 x 365 Tier I, II, & III service desk, remote monitoring, and remediation services for client's technology infrastructure
  • Managed internal IT support organization consisting of seven resources responsible for all internal infrastructure, applications, and support
  • Managed company's successful SSA 16 SOC 2 annual compliance audit
Alphanumeric Systems, IncAugust 2009 to February 2014VP of Operations
Raleigh, NC
  • Restructured the Managed Service organization in 2010, turning a MLU into a year over year growth LOB
  • Completed an evaluation of existing people, processes and tools that enabled global expansion of multiple LOBs
  • Developed training plans to improve staff's capabilities
  • Developed and implemented processes and procedures to ensure service quality in delivery of IT managed services
  • Implemented technology and tools needed to deliver enterprise class managed services to an expanding global marketplace
  • Managed improvement in overall client satisfaction rates from 75% in 2013 to over 98% in 2016
  • Managed Support Service Organization consisting of 35 resources providing warehousing, staging, imaging, and deployment services for technology infrastructure at government and commercial clients
NC Community College SystemAugust 2008 to August 2009Chief Information Officer
Raleigh, NC
  • Provided vision, leadership, and management of all information technology (IT) services and operations within the North Carolina Community College System (NCCCS), including financial management of a 16M annual IT budget
  • Developed and implemented an enterprise IT program across NCCCS by evaluating existing technologies, and formulating strategies for the continuous improvement of the NCCCS IT Organization and its service delivery capabilities
  • Provided leadership and management for all technology related services that support agency and college administrative processes, student learning, and communications
  • Managed an organization of 85 resources responsible for implementing and ensuring federal, state, NCCCS State Board, and agency policy and reporting requirements
  • Served as the liaison between the IT organization and the NCCCS Executive Team
  • Worked collaboratively with constituent groups in setting priorities for the development and implementation of information technologies required to carry out the instructional and administrative goals and objectives of the NCCCS
  • Participated in the P-20 Data Warehouse initiative that crossed all educational sectors within the state
  • Worked with other state agency CIOs to create a shared resource model across agencies to assist with declining budget resources.
Affiliated Computer Services, IncJune 2003 to August 2008Account Executive
Raleigh, NC
  • General manager for the North Carolina Community College (NCCCS) Administrative Information System (AIS) Project.
  • Managed team of 50 ACS and sub-contract resources responsible for the design, training, implementation, and maintenance of the Colleague Enterprise Resource Planning (ERP) software system deployed at the 58 NCCCS colleges
  • Provided business development services across the ACS Government Solutions Group
  • served as solutions lead and capture manager on various RFP responses, including the role of capture manager for the Maryland DHR Application Hosting contract valued at $134M over 10 years.
  • Managed $8.8M - $18M annual budget and related contracts/sub-contracts, oversight of all project operations, and responsibility for overall client satisfaction and project success including profit and loss performance resulting in successful annual contract renewals from 2004 - 2008.
  • Responsible for successful completion of $94M NCCCS AIS Project in January 2008.
  • Responsible for managing the North Carolina Department of Health and Human Services (NCDHHS) Seat Management contract April 2007 thru August 2008, representing annual revenue of $8M.
  • Managed team responsible for the delivery of IT Helpdesk, Software Management, Security, and break/fix managed seat services at DHHS facilities across NC.
  • Scheduled on-site project management course as part of an ongoing annual professional development initiative for the ACS team.
Affiliated Computer Services, IncJanuary 2003 to June 2003Deputy Account Executive
Raleigh, NC
  • Responsible for daily operations of vendor and sub-contract vendor team resources working on the NCCCS AIS project.
  • Responsible for meeting project deliverables per the contract with NCCCS.
  • Responsible for client relationship and satisfaction.
  • Responsible for assisting the Account Executive in managing the profit & loss for $11M annual budget.
  • Responsible for all aspects of project operations including: implementation, quality assurance, operations, information technology (IT), development, and application Subject Matter Experts.
  • Responsible for managing the successful development and implementation of the 3.1M AR/CR Cash Based Reporting software enhancement for the NCCCS in July 2004.
Affiliated Computer Services, IncOctober 2001 to December 2002Development Manager
Raleigh, NC
  • Responsibility for completing the North Carolina Administrative Information System template.
  • Responsibilities also included: negotiating a revised delivery schedule for software deliverables with NCCCS, weekly meeting with client management to review development project plan, status, and to adjust delivery schedule based on project needs.
  • Managed team of 24 programmers, programmer analysts, and systems analysts responsible for the design, programming, and delivery of over 350 custom reports, 18 major enhancements to the Colleague software, and 2500 base system enhancements/customizations.
  • Assigned to manage the AR/CR Cash Reporting project.
  • Worked with the community colleges to identify cash reporting deficiencies, requirements for a new AR/CR Cash Based Reporting enhancement, and created the AR/CR development project plan.
  • Worked with Account Executive in defining, pricing, and negotiating a three year contract extension with NCCCS.
  • Responsible for defining the Minor Release and Customer Support Center Statements of Work (SOW).
  • Provided guidance in the development of the Training and Implementation SOW.
Affiliated Computer Services, IncDecember 2000 to October 2001Implementation Manager
Raleigh, NC
  • Managed team of eight ACS project managers working on-site with Phase I, II, & III Implementation Teams
  • Managed the development of the Phase I implementation project plans
  • Met with client governance team responsible for managing AIS Project
  • Coordinated with sub-contract SME to define "go-live" conversion and cut-over strategies
  • Worked closely with the Phase I project managers to address project issues ensuring project success
  • Managed quick response team, including key project resources, to address critical project issues
  • Recognized for customer focus and only vendor team resource invited to participate in Phase I college project manager meetings
  • Provided project updates during client steering committee meetings, State Finance Committee Meetings, and State Board meetings as required
  • Worked closely with Management team to define project processes, procedures, and documentation
  • Worked with the ACS Quality IV & V Manager toward meeting requirements for the ACS Project Team to be assessed at the Capability Maturity Model (CMM) level II.
Affiliated Computer Systems, IncJune 2000 to December 2000Project Manager
Raleigh, NC
  • Managed on-time implementation of the Colleague ERP system at Wayne Community College
  • Worked with college assigned project manager to organize college implementation team
  • Managed the implementation project plan and work breakdown structure (WBS), at Wayne CC
  • Managed the creation of the NCCCS AIS Infrastructure document which served as a guide to the 58 local community colleges ordering computer infrastructure for the NCCCS AIS project
  • Conducted hardware infrastructure presentations at the fall 2000 and 2001 IIPS conferences
Static Control Components, IncJune 1996 to May 2000Project Director
Sanford, NC
  • Managed implementation of BPCS ERP manufacturing and distribution software platform
  • Ensured business requirements were met during ERP Implementation
  • Reported ERP Project status to Executive Team
  • Performed BPCS system administration, BPCS troubleshooting, BPCS form design and maintenance, and AS400 system support
  • Served as chair of the dcServ bar code implementation committee.
Education
Appalachian State UniversityFinanceBoone, NCFinance
Interests
Cape Fear Rural Fire Department (1991 - Present) *Cape Fear Rural Fire Department (Lieutenant) (2003-2007) *Board of Directors-Cape Fear Rural Fire Department (1997-2012) (President 2006-2009) *Certified NC Firefighter Level II (1994-Present) *Certified NC First Responder (1998-2005) *Member of the Appalachian State University Yosef Club (1989-Present) Interests Football, Golf, Basketball, Baseball, Salt Water Fishing, Softball, Snow Skiing, Digital Photography, Farming
Skills
*Leadership *Financial Management/Budget Management *Client Relationship Management *Private and Public Sector Management *Contracts Management *Sub-contractor Management *Operations Management *Collaboration/Team Building *Successful private and public sector ERP software development and implementation experience *ERP Implementation (Statewide) *Project Management Methodologies *Software Development Methodologies *Configuration Management *Change/Issue Management *Process Re-engineering/ Continuous Process Improvement *Business Development *Solution Development *Proposal Development/Management *Capture Management *AS/400 System Administration & Operations
Professional Affiliations
Member of North Carolina Technology Association (NCTA) (2003-Present) *Member of North Carolina Technology Association (NCTA) Board of Advisors (2013-present) *Alphanumeric Systems, Inc President's Club (2015) *Member of the North Carolina Chief Information Officer Council (2008) *Member of the NC CIO Council Planning Committee(2009) *Member of the NC P-20 Data Warehouse Task Force (2009) *Member of the NC Education Cabinet IT Think Tank (2009) *Member of the NC GIS Executive Council (2008-2009) *Member of the ACS Top 500 Leadership Team (2005-2008)
Additional Information
  • Interests include Football, Golf, Basketball, Baseball, Salt Water Fishing, Softball, Snow Skiing, Digital Photography, Farming
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Resume Overview

Companies Worked For:

  • Alphanumeric Systems, Inc
  • NC Community College System
  • Affiliated Computer Services, Inc
  • Affiliated Computer Systems, Inc
  • Static Control Components, Inc

School Attended

  • Appalachian State University

Job Titles Held:

  • Senior VP of Global Operations, CIO
  • VP of Operations
  • Chief Information Officer
  • Account Executive
  • Deputy Account Executive
  • Development Manager
  • Implementation Manager
  • Project Manager
  • Project Director

Degrees

  • Finance

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