Chief Technology Officer, Senior Vice President Resume

SUMMARY:

Dynamic senior operations and information technology executive with extensive experience re - energizing service organizations.
Specializes in execution and change management.
Known for driving high performance and developing strong partnerships.
Successfully transitioned from technical to business leader.
Proven track record of understanding and rapidly addressing complex business challenges.

PROFESSIONAL EXPERIENCE:

Confidential

Chief Technology Officer, Senior Vice President

Responsibilities:

Developed processes to identify business lines’ needs for both tactical and strategic projects, and to ensure the technology infrastructure and management structure are in place to meet those needs. Specific focus areas are vendor management for outsourced solutions, risk mitigation for disaster recovery and business continuity, and successful project management execution for business line initiatives.
Redesigned and implemented an enhanced cyber security program to protect all company technology assets from cyber compromise. This includes asset inventory and reconciliation, patch management, and vulnerability assessment and remediation for all network connected assets.
Built an effective risk management process to self-identify technology risks and track remediation plans to resolve those risks.

Confidential, Rhode

Managing Director

Responsibilities:

Designed and deployed the organizational change methodology to create a culture focused on the customer and committed to high quality results.
Achieved over $20 million in savings since starting the program in March 2009, averaging savings of $4 million annually.
As the Blue Cross Blue Shield representative to the Office of the Insurance Commissioner (OHIC) Administrative Simplification Task Force in the state of Rhode Island was handpicked to serve as co-chair. Through this program, process improvements focused on cost reductions across the healthcare delivery system statewide.

Confidential

Senior Vice President

Responsibilities:

Improved IVR call containment from 82% to 86% over a one-year period resulting in $500,000 annual cost savings.
Improved On-Line Banking availability from 97% to 99.4% over a two-year period while servicing 12.5 million monthly internet visits.
Improved Call Center system availability from 98% to 99.75% in one year while servicing 12 million customer calls.
Developed consumer servicing metrics, KPIs, and dashboards for daily, weekly, and monthly reporting using various reporting tools which were then used to facilitate monthly operational reviews focused on performance issues and improvement opportunities.

Confidential

Executive

Responsibilities:

Implemented a major bank-wide organizational Change Management Program focused on error reduction, understanding customer needs and wants, reducing operational costs, and improving employee engagement. Leveraged the Kotter Change Model to build an effective organization of over 400 Black Belts and Green Belts across the franchise.
Completed over 100 Black Belt and Green Belt projects across the enterprise resulting in over $25 million in hard savings, increased customer satisfaction, and risk reduction.
Introduced the Kaizen workshop methodology to empower bank colleagues to take the initiative to solve their own problems and reduce process errors.
Developed the bank’s first Project Management Office (PMO) responsible for managing a project portfolio of $75 million and two major bank conversions.
Led the transition from an all outsourced technology organization to an in-house distributed system support and development capability reducing overall technology costs by 10% while improving project throughput and system availability.
Drove successful conversions of over 20 complex systems and hundreds of business processes.
Developed and implemented a multi-year technology systems strategy and portfolio management process.
Led the development and implementation of an Integration Architecture (IA) based on IBM ’s message broker and MQ software. This enabled system integration timeframes to be reduced to half the usual time.

Confidential

Senior Manager

Responsibilities:

Led and managed the startup and operations of consulting services for Lotus Consulting Services in Atlanta, Georgia. Increased annual sales from $1.7 to $26 million in two years.

Confidential

Assistant Vice President

Responsibilities:

Led the Technology and Operations group supporting the Commercial Credit Risk department focused on improving lending services’ quality and risk management of the Commercial Loan portfolio.

Confidential

Senior Consultant

Responsibilities:

Responsible for providing commercial and government agencies with consulting services for Program and Project Management and technical system implementation.

Confidential

Lieutenant

Responsibilities:

Served as a Radar Intercept Officer (RIO) flying the F-14 Tomcat in VF-11 and as flight instructor in VT-86 at NAS Pensacola.