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Click here or scroll down to respond to this candidateW. CARL FARMER
Street Address | EMAIL AVAILABLE | https://LINKEDIN LINK AVAILABLE
IT Manager, Service Desk & Knowledge Management
IT Management, ITIL/ITSM Leadership and Process Champion for Complex, Global Enterprises
Dynamic IT leader who thrives on problem solving proactively and living tenets of ServantLeader
management. Saved multiple companies over career in excess of $5 million across projects through
insightful longterm planning, cuttingedge technology, and crossdepartmental conflict resolution. Drives
a data driven metrics mindset and culture. Currently owns responsibility for success of enterprise IT
Service Desk. ITIL Expert on Incident/Change/Problem Management techniques.
Seeking permanent relocation back to Phoenix, AZ metro area.
AREAS OF EXPERTISE
Process Improvement IT Service Management Verbal/Written Communication
Risk Mitigation Business System Development Budget Planning and Strategy
Talent Development Crossfunctional Collaboration Relationship Management
Software Development Quality Engineering Program Management (PMO)
Customer Service High Presentation Skills OCM Leadership
HIGHLIGHTED ACCOMPLISHMENTS
Architected an enterprisewide Engineering Test data acquisition, storage, retrieval, and analysis
project. Managed Domestic and International ORACLE Development Project teams.
Purchased and implemented leading edge SEWSS programmable analysis tool, enabling
manufacturing and engineering teams to make better decisions using embedded Six Sigma toolset.
Instructed enterprise IT employees on principles of ITIL/ITSM across a 5 year period.
Caterpillar Presidents award project managed design and development of large scale
manufacturing DataMart for 200+ daily users; reduced search time from days to seconds, saving
$2M annually in time and reproducibility.
Envisioned and managed Six Sigma project utilizing the Cognos Business Intelligence (BI)
environment. EDW (Enterprise Data Warehouse) dashboard reporting structure offered drilldown
capability displaying Incident/Change/Problem Management metrics.
Technical Management of customer service team who won the county wide San Diego Analyst
of the year award 9 out the last 10 years in a row
TECHNICAL SKILLS & METHODOLOGIES
Oracle EBusiness Suite (EBS) | CISCO | BOMGAR | MS ASP.NET | C, C++,C# | Visual Basic |
Application Development | Project Management | SarbanesOxley (SOX) | DRP | Lean | Six Sigma |
Knowledge Management | SharePoint | PMP | ITIL/ITSM | Statistical Analysis / SPC | Technical Design
Specs | Information Security | ACD | Business Intelligence (BI) | SQL | MS Windows | MS Office
PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
IT Manager, Enterprise Service Desk and Knowledge Management 2006 Present
Solar Turbines Inc., San Diego, CA
Provide global leadership for enterprise IT Service Desk in 24x7x365 environment, working with cross
functional groups and managing domestic and international employees to ensure superior systems
functionality and enduser experience.
ITIL/ITSM Incident Manager, Regional Process Owner, and Customer Service point of contact for
9K+ customers worldwide, including North & South America, Europe, and Australia
Finalist for HDI Manager of the Year award in 2010
Manages world class team that performs issue troubleshooting / resolution and risk mitigation
Six Sigma Project Sponsor for multiple IT Solutions project that improved velocity and quality
Built new and improved existing processes resulting in CPI improvement of 25% over previous
year and acquired a worldwide customer satisfaction rating of 9.6 out of 10
Mentored 2015 Global HDI Analyst of the Year; team has had countylevel analyst of the year 9
out of last 10 years and 3 wins for regional analyst of the year
Program Manager, Engineering IT Quality and Test 1997 2006
Solar Turbines Inc., San Diego, CA
Developed plans for acquiring, maintaining, and improving enterprise quality and test engineering
computer hardware and software, data processing services, and telecommunications systems. Helped
develop strategic direction for the Information Technology Solutions (ITS) group. Promoted interagency
information systems integration.
Architected High performance test engineering / combustion data analysis tool using ORACLE
and JAVA toolsets
Wrote high speed data acquisition software using FORTRAN / LABVIEW development systems
to retrieve HMI data from complex test panels.
Joined company as contractor, and was soon managing fellow contractors; recruited to FTE
position after extensive recognition as highperforming leader
Senior Manager, Systems Engineering and Test 1996 1997
Transcore / SAIC, San Diego, CA
W. Carl Farmer Page 2 PHONE NUMBER AVAILABLE | EMAIL AVAILABLE
Managed Software development department with $2.5 million operating budget, coordinated large
engineering team in development, testing, and release of the toll road Automated Revenue Collection
System (ARCS).
Directed 26 staff members consisting of software development / database architects
Managed both Engineering and Accounting software systems for Virginia Dept Of Transportation
(VDOT, Florida (FDOT), and Illinois (IDOT)
Primary company technical Liaison to customer acceptance testing at remote customer sites
Wrote and adhered to customerspecific Detailed Design Document (DDD)
Designed, quality tested, and delivered software in accordance with SDLC
ADDITIONAL RELEVANT EXPERIENCE
Director of Information Systems, Alcoa Electronic Packaging, Inc. (San Diego CA)
Coordinated enterprise transition of company technology from Mac to WindowsNT, resulting in
$2+ million in annual savings (DEC/PC/Macintosh Workstations | Quality Control | Manufacturing
PGA (Pin Grid Array and MCM (Multi Chip Modules)
Senior Project Systems Software Engineer, Oak Communications, Inc.(San Diego CA)
Led and developed satellite communications system that tripled company sales in 18 months
(PC O/S Application | PASCAL | Ku/C Band Uplink | PayPerView | Encoder/Decoder)
Product Line Manager, Texscan ThetaCom, Inc. (Phoenix AZ)
Wrote companys first set of Software System Architectural/Design/Proposal documents,
implementing new standards for future products (DEC PDP | BASIC | HDLC / X.25
Communications Driver Development / Assembly Language)
Scientific Software Programmer Analyst, Fairchild Schlumberger Semiconductor, Inc.
(Phoenix AZ)
Designed and implemented two complex modules for integration into 50 MHz VLSI test package
(DEC VAX | PASCAL | C | Assembly Language)
EDUCATION
Arizona State University Extensive Coursework in Computer Science and Electrical Engineering
TRAINING CERTIFICATIONS
PMP (Project Management Professional) ITIL Foundations v3.0
Six Sigma Black Belt ITSM Practitioner (Incident, Change, Problem Mgmt)
Six Sigma Lean Manufacturing HDI IT Support Center Director/Manager/Team Lead
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