SUMMARY:

• Experienced leader equipped with the skills and experience in startups, business performance, technology and business processes integration, customer experience, workforce/project management, costs analysis, and strategic development that drive operational efficiency.
• Established and managed a global 24X7X365 support center with Tiered Level coverage and escalation methodologies including 4 depot centers and over 500 onsite locations worldwide.
• Created and managed professional services & extended warranties generating $4 million revenue.
• Established IT infrastructure (telephony, database, information integrity, flow, etc…) to support internal and outsourced initiatives including ERP (Enterprise Resource Planning), PLM (Product Lifecycle Management, and CRM (Customer Relationship Management) implementations and integrations.
• Evaluated 3rd Party Vendor technology, redesigned and implemented a new technology solution to save 39% on yearly contract.
• Automated processes that reduced Customer Service Representatives' interaction by 65%.
• Managed development of a technical support application that is released on all online titles produced.
• Facilitated the launch of 3 Massive Multiplayer Online (MMO) games (Motor City Online, Earth and Beyond, and The Sims Online) while supporting industries first MMO (Ultima Online).
• Successfully managed a division that acted as an outsource information technology department for small to medium size companies generating 52% of annual revenue.
• Designed, developed and implemented a communications/e - learning tool for computer manufacturing floor with an estimated savings of $1,750,000 over the first year.
• Created a realtor’s CRM internet software package to better communicate/track the buying and selling of real estate, purchased by a real estate investment firm for $1.8 million.
• Launched one the of the first multiplayer internet casinos consisting of 5 games (blackjack, keno, roulette, slots and video poker).

TECHNICAL SKILLS:

Technologies: PHP, Java, J2EE, JavaScript, Perl, XML, VXML, CSS, HTML, Shell Scripting, Oracle, MS SQL, MySQL, Apache, Tomcat, JBoss, MS IIS, Qmail, MS Exchange, MS Office Suite, MS Project, MS SharePoint, MS Visio, Quick Books, Adobe Creative Suite 4

ERP: Oracle eBusiness Suite

CRM: RightNow, Salesforce.com, SugarCRM

PLM: Agile, Omnify

PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX

Technology Architect

Responsibilities:

• Owner of the Customer Service (CS) technology department including employees, technology design, development roadmap, and ongoing CRM growth strategy.
• Approve, develop, and execute tools and technology strategy for a world-class CS department.
• Establish operating budgets and manage expenses for CS Technology department and Tools.
• Ongoing research and due diligence in the emerging tools and technologies space that could improve the overall offering, implementation planning, as well as considerations on cost vs. benefit.
• Management of tool delivery within internal Confidential CS, as well as with BPO Partner Relationships.
• Implementation and execution of Confidential objectives, strategies and tactics that maximize customer experience, revenue growth, and operational cost efficiencies.
• Plan and implementation of tools functions for both domestic and international customer service and initiatives.
• Manage overall ongoing outsourcer services and outsourcer tool projects.
• Participating member on the EA Fraud council.
• Presents analysis, reporting, and recommendations to the executive staff. Utilizes reporting and metrics to manage organizational performance.
• Create policies and procedures that ensure the highest quality of service to our customers while maintaining consistency with corporate objectives.
• Establish customer retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels.

Confidential, Austin, TX

Director of Services

Responsibilities:

• Developed and directed the implementation of strategic business and/or operational plans, projects, programs, and systems, for the services department; develops and implements strategies and processes designed to provide efficient and effective service to end users and channel partners.
• Directed and managed all day-to-day technical, operational, fiscal, and administrative activities of the services department including outsourced service elements, ensuring compliance with Company, State, and Federal policies and regulations.
• Established and maintained quality standards for Call Center and review quality standards, protocols and policies, and change as necessary.
• Provided leadership in the design, development, and management of processes that support sales, field deployment, professional services, tech support, and operational functions that enhance organizational effectiveness and objectives.
• Analyzed and prepare services operational data and information reports; presents recommendations as appropriate for programmatic and fiscal changes with in the services department.
• Recognized and identified potential areas where existing service policies and procedures require change, or where new ones need to be developed, particularly to facilitate Company growth and product expansion.
• Conducted quarterly service business reviews (QBR) with internal functions and external resources.
• Interacted with and provided consultative support to departments in planning initiatives in the areas of field deployment and tech support information; collaborate with departments and administration in the establishment of goals and priorities for technological solutions to institutional needs.
• Developed and oversaw programs that ensure efficient and effective customer implementations and delivery of professional services.
• Handled escalated customer service items to ensure customer satisfaction.

Confidential, Austin, TX / Redwood City, CA

Technology Manager

Responsibilities:

• Managed, designed, developed integration of all Customer Support systems/technologies for call centers located in 4 countries, consisting of 400+ employees.
• Evaluated and managed global outsourcing of call center operations and software development.
• Architected/implemented all customer support software development, distributed database, backup/recovery strategies, CRM solutions, telecommunications (PBX, ACD, CTI, IVR, VOIP), disaster and recover planning, and security.
• Assessed call center processes for efficiency improvements and/or technology automation.
• Conducted formal business reviews with key suppliers to discuss performance on a regular basis. Managed against contract performance to ensure that agreed upon cost, service, quality, and flexibility goals are met.
• Managed functionality requests, prioritization, development, and testing of Customer Support Systems development cycles.
• Analyzed significant and/or unique contract requirements, special provisions, terms and conditions to ensure compliance with appropriate laws, regulations and corporate policies and procedures.
• Project manager leading matrix based teams of 15-50 + representing a team make up of internal employees, vendors, contractors/consultants.
• Instructed, coached and reviewed all aspects of project personnel work to ensure that application systems and infrastructure efforts are developed in a way that complies with architectural standards, established methodologies and project management practices.
• Coordinated with Quality Assurance Leads, Testers, Operations Team and Release Management on environmental deployments.
• Lead cross-functional teams to develop requirements and strategy to establish Service Level requirements and resolve any performance issues.
• Developed and maintained complex multi-tiered web environments including web applications, tools, infrastructure, and interfaces to other systems.

Confidential, Austin, TX

CIO/VP of Services

Responsibilities:

• Responsible for all IT strategy, planning, implementation, management & operational activities.
• Directed, implemented, and monitored technology activities by developing/enforcing policies and procedures, creating well defined plans, reviewing records/reports and developing methods to enhance results.
• Built and managed technology, quality assurance, customer service departments consisting of 50+ employees responsible for development, testing, help desk and customer relations.
• Project manager for all software development/Internet applications ranging from $1,000-$1,500,000 budgets.
• Managed Vendors and negotiate terms, conditions, & pricing with suppliers for professional services including IT related purchases (software, hardware, maintenance & services).
• Created relationships with companies overseas to outsource certain tasks to reduce costs while improving production.
• Setup/Managed 24x7 data centers in 5 countries across 3 continents.
• Configured global LAN/WAN networks.
• Developed and managed business customer relationships and addressed customer issues.
• Developed business processes related to web publishing, web infrastructure, systems and configuration.