Transformation Leadership: Led a $200 Million dollar transformation effort to migrate 6,000+ call center agents over 30+ locations across the United States for Kaiser Permanente. This new business architecture supported over 60 million calls per year. Recognized by Kaiser Permanente as one of the “best” system integration transformation projects, received over 96% customer satisfaction rating for first 2 years
Customer Relationship Management: As a transformation director for a $60 million dollar per year client, I turned around a major program to mitigate 4000 users and consolidate and virtualize half of the IT infrastructure into two data centers. I received a special award from the Siemens SVP for client recognition. As Director of IT architecture, I managed the complete systems development life cycle for a Seibel (now Oracle) 7.5 CRM conversion, ADP was able to enhance operations and service levels by 10%, earned #1 rating in payroll client service.
Software Development Management: Managed the software development for a Java front end to ADP’s Tax processing system, the system managed over $90 Billion in financial transactions annually. I managed the software development team to develop an IVR telephony system (1 Million lines of code) to support 30+ Kaiser Contact centers across the nation.
Complex Technology & Program Management: Certified on Cost / Schedule Control System criteria for the USAF Space Shuttle Program Office. I managed several projects / contracts ranging from $25 million to $100 million. I have managed over 100 technology projects in my career, with systems managing up to $90 Billion dollars in transactions. Global Director Executive Program Mgmt for Internet of Things & data collections for $100 Million dollars of contract management.
Global IT Management & Operations: Managed the IT group, PM’s , and IT operations on several highly complex IT projects to expand from 300 to 2000 servers, from one to three data centers, and from one to 14 offices World wide, saved over $2 Million dollars in yearly expenses. I managed the implementation of Amazon Web Services to support development activities. As Global Director for NCR, I reduced Service Desk and Managed Services on-boarding timelines by 50% year over year. Responsible for over $100 Million in complex program activities each year.
Financial Management & Operations: Supported $4.2 billion in financial transactions (budget, programs, expenditures, tracking) and 100 personal (government / contractor) as USAF Space Shuttle Financial Requirements Manager.
Executive Communications: Briefed Dr. John H. Gibbons, Director, Office of Science & Technology under President Clinton. I have briefed the CEO’s and Division Presidents @ NCR, ADP, AT&T and Siemens.