Work History

Work History
Aug 2009 - Present

Director, Service Delivery - Americas

Western Union

Dedicated point of contact and accountable for the delivery of all IT projects for the Americas business unit.

·Responsible for transforming business ideas into viable, working technology solutions.

·Leading development and execution of business IT plans and initiative roadmaps.

·Consulting with senior (SVP, VP, C-level) business and operations leaders on daily basis.

Jul 2002 - Aug 2009

Director, Information Technology

TSYS - ProCard Division

Responsible for leadership of 50 person software development and support team including project management, quality assurance, business analysis, configuration management and database administration.Responsible for strategy and architecture for the company’s online credit card management products.Top IT leader in the division, reporting to Chief Operating Officer (COO).

·Running eight concurrent Scrum development teams against a web-based product-line used by over 140,000 organizations in the US and Europe.

·Work closely with architects and senior developers to define and enhance product architecture.

·Led internationalization and European launch of flagship product.

·Led Scrum process optimization that resulted in a 72% increase in completed projects (with only a 22% increase in resources) and a 42% reduction in “fix” releases.Higher throughput, fewer defects.

·Coaching and mentoring of managers and ScrumMasters: best practices, leadership, effectiveness

·Successfully implemented off-shore teams.

Director of Operations

Responsible for operational strategy and all technical operations including a 500 server data center, customer contact center, application support team, system and network engineering, telecommunications, end user support and 24x7 network operations center.

·Using lean principles and ITIL best practices helped the team improve help desk response times, application availability and customer service ratings.

·Earned TSYS President’s Circle Award for exceptional performance.Award is given to 25 of the company’s 7500+ employees annually.

·Managed division capital expense budget.Reduced budget by 29% over two budget cycles.

·Co-speaker at a 2007 CIO magazine conference.Co-authored and delivered presentation – “Best Practices for Building Business and IT Alignment”.

·Created and fostered an organization wide “Leadership Study” initiative that has increased the organization’s leadership and management skills.

·Major team initiatives completed:

oRolled out comprehensive virtualization strategy resulting in a much improved environment management capability and reduced future year capital expense budgets.

oImplemented a storage area network (SAN), improving application performance and reliability.

·Defined and managed security, audit and compliance strategy.

oLed organization to first successful PCI-DSS compliance assessment.

oCoordinated annual SAS-70 audit

oBusiness unit risk management coordinator

Chief Software Architect & Director of Software Engineering

Responsible for software architecture and design, development, and software support.Leadership responsibility for 28 person team, four custom built e-business products, the organization’s extract transform and load (ETL) engine and all corporate websites (internet, intranet and partner portals).

·Named inventor on pending US Patent (DN/20070294164) for unique automation solution in the card management space based on web services.

·Implemented a software engineering practices class based on Extreme Programming (XP) and object-oriented principles.Reading, discussion and class projects were used to raise the software engineering competence of the team.

·Created the architecture and design of a web service that enabled a new line of business for ProCard.Product was selected by CIO magazine as one of the Bold 100 projects for 2004.

·Led a cross functional team of developers, system engineers, network engineers, support personnel and project managers to improve application performance on a legacy application.

oBaseline user experience improved over 1.5 seconds for a three page click path.

oTeam lowered software support tickets by 5% in nine months while usage of the applications more than doubled.Application errors were reduced by over 25% during the same period.

·Launched a Service Level Objective/Agreement (SLO/SLA) monitoring and reporting initiative.

·Worked daily with product managers, team leads and project managers to define annual product strategy and objectives.

Software Development Manager

·Led the transition of a 10 person development team with a track record of under delivering to one of the higher performing teams in the organization.

·Focused the team on the agile principles of smaller deliverables and high customer interaction & communication. Resulted in a transition of the company’s ETL engine from an organization-wide source of concern to a product with a positive, reliable reputation in only 14 months.

Jul 2001 - Jul 2002

Senior IT Consultant

Compuware Corporation

·Customer-facing solution architect, project manager and business analyst / process consultant.

·Lead developer on web services system using .Net/C#, XML, XSLT, COM and SOAP.

Feb 1999 - Jul 2001

Vice President of Software Engineering

Parson Brinckerhoff - Internet Development Division

Led eighteen-person software engineering group that included developers, quality assurance personnel, database administrators, technical writers, analysts, network engineers and customer support personnel.

·Worked with team to architect and design and develop the company’s inaugural e-project management software package and numerous custom applications.

·Implemented an iterative SDLC to shorten release cycles and increase quality.

·Performed technical customer relationship management and project management on domestic and international contracts (UK and Singapore).

·Mentoring and coaching of personnel to include goal setting, performance reviews, scheduling and technical guidance.

·Performed strategic business planning, resource planning and financial forecasting.

·Implemented and managed project change control, estimating and risk assessment processes.

·Performed market and competitor analysis, and championed the technical product vision to executives and investors.

·Led several process improvement initiatives based on the Project Management Institute (PMI) BOK.

Senior Software Developer

·Created design and started development on e-project management software.

·Promoted to leadership role after six months.

Aug 1998 - Feb 1999

Owner & Principle IT Consultant

Oasis Network Engineering

·Led contract negotiations, wrote proposals, and managed customer expectations and satisfaction.

·Developed a web-based call tracking (help desk) software package.

Oct 1994 - Aug 1998

Software Developer


·Architected and developed a custom e-Business contract management application, DynPROã.System was used by seven agencies in the United States Government for over seven years.

·Earned Microsoft Certified Professional + Internet (MCP+I) Certification

Network Engineer

·Responsible for installing, monitoring, troubleshooting, and daily administration on a 1,000 node Novell Netware and Microsoft NT Wide Area Network (WAN).

·Earned Novell Certified Network Engineer (CNE) Certification

Oct 1993 - Oct 1994

Network Administrator

The Neurology Center
  • Responsible for the day-to-day operation of a 35 node NetWare 3.12 network, to include troubleshooting PC’s, telecommunications hardware, and medical application software.
  • Wrote financial reports using SQL
Feb 1998 - Oct 1993

Computer and Electronics Technician

United States Army

·Technical support on data processing systems, local area networks, and direction finding systems.

·Graduated 1st of 140 at the Army Primary Leadership Development School (Distinguished Honor Graduate).





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