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Click here or scroll down to respond to this candidateCandidate's Name , JR.Street Address
Mobile: PHONE NUMBER AVAILABLE E-mail: EMAIL AVAILABLESUMMARYInformation Technology leader dedicated to ensuring customer service excellence with a 24/7 commitment to the success of his team and organization. Experience includes 33 years of successful management of projects, deployments, application developments, and service operations supporting complex hardware and software systems. EXPERIENCEDrover AI, Cincinnati, OHDirector of Projects, Customer Service, and Software Engineering, October 2022 Present Providing strategic direction for all micromobility and artificial intelligence projects ensuring alignment with Drover AIs mission. Organizational Responsibilities:Developing best practices while working with geographically dispersed teams, including Australia, Europe, and Singapore.Responsible for the production and distribution of PathPilots to a variety of transportation operators throughout the world.Developing and enforcing adherence to Drovers roadmap, including Advanced Rider Assistance Systems (ARAS).Directing the Customer Support Team to ensure customer excellence via 24/7 support.Managing the AI Engineering Team as Scrum Master while utilizing Sprints in Jira.Vendor management to oversee timely deliverables and contract compliance S&S Healthcare Strategies, Ltd., Cincinnati, OHDirector, Program Management Office, November 2019 October 2022 IT Director, April 2018 October 2019Established and enforced policies, standards, and procedures that optimized resource allocation, work control, and backlog management for the continuous improvement of software development, customer implementation, infrastructure projects, and the ongoing compliance of the Service Organization Controls. Restructured the Information Technology department to improve internal efficiency, positively impact customer experience, and grow the organization during an ongoing acquisition. Organizational Responsibilities:Organizational strategic planning, performance reporting, resource planning, work control, and backlog management.Created and administered policies, standards, and procedures to support the achievement of departmental objectives.Evaluated IT Service Management (ITSM) solutions for company-wide implementation.Client interface support, inclusive of frequent client meetings and project management.Relationship building with all internal departments to improve operational efficiency. Key Management Functions:Developed a data analytics team for efficient data migration and implementation of SQL Server Reporting Services (SSRS).Formed a team responsible for the extract, transform, and load (ETL) of over 1,000 data feeds.Managed an application support team to improve customer service and engagement. Mutual Benefit International Group, Ltd, St. George, UT AVP, Technology Development, July 2015 March 2018 Developed and directed a remote workforce in Service Operations and Software Development to achieve the successful rollout and ongoing support of technology to a growing number of Branch Offices throughout the country. Organizational Responsibilities:Identified strategic opportunities that efficiently integrated technology at remote offices.Available 24/7 to ensure all situations were resolved and relationships were maintained.Negotiated costs, and coordinated efforts, with vendors and subcontractors.Developed technology budgets for each branch office. Key Management Functions:Enforced superior service and resolution within negotiated Service Level Agreements (SLAs).Developed metrics to track performance and issues related to subcontractors and vendors.Mentored new employees to improve technical and customer service skills. Com-Net Software, a SITA Company, Miamisburg, OHManager of IT Integration, Maintenance, and Facility Services, January 2007 July 2015 Managed the Software Integration, Service, and Help Desk departments that deploy, install, and maintain audiovisual information systems globally throughout airports, transit stations, rental car facilities, and universities while maintaining the facility infrastructure. Organizational Responsibilities:Organizational strategic planning, performance reporting, resource planning, work control, and backlog management.Fostered relationships with Quality Assurance, Marketing & Sales, Product Development, and Project Management.Created and administered policies, standards, and procedures to support the achievement of departmental objectives.Reported facility conditions, organizational performance, overtime costs, and administrative downtime monthly.Promoted employee growth by implementation of tiered career paths and quarterly team building activities.Client interface support, inclusive of frequent client meetings and client satisfaction surveys.Vendor and subcontractor coordination and pricing negotiations. Key Management Functions:Directed a team of 12 Software Integrators stationed throughout the country who deploy, troubleshoot, and provide training on integrated proprietary audiovisual software solutions utilizing Microsoft Message Queuing and Internet Information Services, along with ASP, XML, and XSL, while maintaining a 99% on time project deployment history.- Coordinated with clients for on-site installations of central servers, workstations, audio equipment, and digital signage.- Ensured integration specifications were met with strategic partners such as Biamp Systems and Harman International.- Created deployment plans for new installations, inclusive of project closeout documentation.Managed a team of 15 Service Technicians located throughout the country who install and maintain audiovisual hardware and software including LED and LCD displays, while upholding a 98% SLA performance.- Developed, maintained, and renewed all Maintenance Service Agreements (MSAs) ensuring their accuracy in regard to client specific hardware and software, while upholding a 100% renewal history.- Responsible for the preventive maintenance schedules, support for all new hardware installations, and the Preventive Maintenance and Spare Parts programs.- Reported monthly per the requirements of the MSAs and addressed client questions in regard to overall performance.- Ensured client satisfaction with the delivery of services under the MSAs.Oversaw a team of six Help Desk Analysts and a Supervisor who field all inquiries, remotely diagnose and repair software and hardware issues, deploy preventive software maintenance, and assist with project deployments, while maintaining a 95% SLA performance.- Designed a new department, training curriculum, ticket escalation procedures, and troubleshooting documentation.- Created an ongoing centralized knowledge base containing known issues with resolutions and lessons learned.- Promptly diagnosed and resolved all escalated issues, inclusive of clustered and virtual environments.- Performed advanced troubleshooting of Windows and SQL Server versions in networked environments.Directed a team of four specialists who assist with the electrical, mechanical, and plumbing repair associated with maintaining the mechanical infrastructure, security systems, grounds, landscaping, maintenance operations, and upkeep of the facility.- Developed short and long term facility improvement plans, recommended facility changes, and established facility improvement priorities.- Ensured the comfort and safety of the facility while understanding the employees and their dynamics.- Provided interoffice relocation support.Financial Planning Consultants, Inc., Middletown, OH Director of Information Technology, November 1999 December 2006 Accomplished the successful commercial deployment of their main software product, Practice Builder Financial (PBF), a complete client relationship management solution used by financial planners for on-going planning and marketing development. Key Management Functions:Successfully acquired the Systems Development Life Cycle (SDLC) of PBF, which integrates a literature library through Microsoft Office automation by technologies consisting of Access, Crystal Reports, Excel, Visual Basic, and Word.Managed a team of five Help Desk Analysts, four Software Developers, and two Information Technology professionals that resulted in a team-oriented environment with a 200% increase in active users and a 150% increase in monthly sales.Paved way for launch of PBF as a member benefit of the National Association of Insurance and Financial Advisors (NAIFA) and the International Association of Registered Financial Consultants (IARFC).Earned national recognition of PBF in the magazines of Financial Planning, Investment Advisor, Journal of Financial Planning, and Trusts & Estates.Improved organizational use of technology with updated company-wide software and hardware that streamlined procedures for routine tasks.Restructured the implementation of technology to improve internal efficiency, decrease customer response time, and improve public relations.Woolpert, Inc., Dayton, OHApplication Development Team Manager/Project Manager, July 1992 November 1999 Managed all aspects of a multi-disciplinary application development team, including scope of services, deadlines, profit, and client satisfaction.Key Management Functions:Provided insight to other members of the Management Information Systems division, responsible for a firm-wide SQL Server implementation during 1998-1999.Managed a team of 12 Application Developers and two Database Analysts that achieved a 99% on-time deployment of all software development projects.Designed Microsoft compliant user interface frameworks to expedite the development of standardized applications.Accountable for the SDLC of projects using Access, DataJunction, Foxfire!, FoxPro, MapGuide, Motiva, Oracle Developer, Oracle Reports, PL/SQL, SQL Server, VBScript, Visual Basic for Applications, and Visual InterDev that included:- Geographic Information System (GIS), Facility Management System (FMS), and Electronic Document Management System (EDMS)Miami International Airport, Florida.- Bridge management, inventory, and communication systemDepartment of Public Works, City of Cincinnati.- Command wide infrastructure management programAir Force Materiel Command, Ohio.- Real estate inventory programOhio Department of Administrative Services, Ohio.- Data warehouse and integration toolsCharter Township of Waterford, Michigan.- Information management and client presentationCarl S. Akey, Inc., Ohio.- Green technologies marketing systemSynthetic Industries, Tennessee.- Sewer system modelingSanitation District No. 1, Northern Kentucky.- Custom data scrubbing toolsDepartment of Water, City of Dayton. Financial Computer Support, Inc. (Acquired by Morningstar, Inc.), Oakland, MD Application Developer, July 1991 July 1992Accountable for the programming and implementation of communication routines within dbCAMS+ (now Principia CAMS), a commercially distributed financial software package. Key Tasks:Automated interaction with various information services, including CompuServe, Dow Jones, DTN, Investment Company Data, Prodigy, and Warner.Recommended PC based hardware, software, and Local Area Networks to their clients.Team oriented application design, programming, and documentation of dbCAMS+.Authored computer related articles for their monthly financial planner's newsletter.Beta tested for Fox Software, Microsoft, and Symantec Corporation.Evaluated hardware for NEC Display Solutions of America. EDUCATIONB.S. Electrical Engineering, May 1991West Virginia Institute of TechnologyMontgomery, WVCONTINUING EDUCATIONProject Management Certification ProgramBraley Consulting & Training, Atlanta, GeorgiaSystem Administration for SQL ServerBlueChip, Dayton, OhioLeadership Skillsvon Mohr, Ingle & Duncan, Dayton, OhioObject Oriented Technology in Visual FoxProFlash Creative Management, Chicago, IllinoisImplementing a Database Design on SQL ServerNewMedia, Indianapolis, Indiana |
