SENIOR TECHNOLOGY / OPERATIONS MANAGER
Process-focused, yet inspiring approach to leading global teams in ecommerce technology solutions.
Senior IT Manager with 15+ years of experience, strong background within the retail, finance, entertainment, health, and dot com businesses. Consistent track record of success in meeting and exceeding goals. Able to establish and maintain key business relationships; proven expertise in both the private and public arenas.
• Turnaround & Start-Up Ecommerce Project Manager • Internet & Ecommerce Operations • Cross-Functional Team Management
• Global Project Life-Cycle Management • Project Managment • Customer Relationship Management
EXPERIENCE
Classified Ventures LLC. & Cars.com – 2010 - Present
(Start-up ecommerce retailer of 1,500 employees. Cars.com is the leading destination for online car shoppers, offering credible and easy-to-understand information from consumers and experts to help buyers formulate opinions on what to buy, where to buy and how much to pay for a car.)
Operations Center Manager
Hired to build from the ground up, managing the design, development of the Network Operations responsible for the company’s website.
• Developed business requirements for product development initiatives, created product roadmap and vision, conducted training on technology and product knowledge, and directed all phases of development lifecycles.
• Created and managed 24/7 Operations Center and external IT needs.
• Represent the IT department to Senior Management of other departments including CEO, President, and CTO
• Hire, trained staff of 6 engineers to support the overall IT infrastructure to support Cars.com & Classified Ventures
• Managing outsourced work (Argentina), consultants, and other internal/external relationships
• Responsible for the Site Operations execution of feature releases, code changes, software installation and configuration, networking, hardware integration and repair, databases, web servers, and application servers.
• Negotiate and manage service level agreements, contracts, partner agreements, and statements of work.
• Serve as the primary point of escalations for the entire company
EternalSpace.com – 2009 - 2009
(A multi-million dollar start-up firm offering immersive online memorial services for the funeral industry. Company lost funding.)
Sênior Director, Client Services & Operations
Reported directly to the President. Launched a world-class Client Services Division for Applications (revenue-generating website, sales, and marketing) and provided IT support for industry partners, clients, and employees.
• Functioned as Project Manager to create and build the Client Services Division’s infrastructure and functionality to ensure service to a wide variety of users, from client/partner needs to employee help desk support delivery.
• Hired, trained, and managed a technology support team to ensure high performing online applications.
• Designed internal business process improvements and document management best practices for increased Division efficiency and accountability.
• Managed online video and ensured appropriate, quality content for website inclusion.
• Partnered with Marketing Department to create materials displaying online features and content attractions for both industry partners and the general public.
• Traveled extensively throughout North America meeting with industry business partners to introduce product offerings and sell the value of the company’s differentiated services.
• Leading the recruitment and hiring of new team members, with the active involvement and input of existing team members and other IT divisions
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318, Inc. – 2007 - 2008
(A $20M technology services consultancy providing platform agnostic IT support services, custom software development, and other innovative technology solutions to both SMB and Enterprise environments.)
Director of Operations & Adminstration
Designed and executed a new 24/7 customer support center that resulted in improved business operations, better understanding of customer needs, and 20% increased revenue.
• Managed IT Operations and IT Administration groups, consisting of 37 platform agnostic engineers, system/network administration, LAN support, and Help Desk team members.
• Implemented CRM to effectively monitor customer concerns and quickly resolve issues or complaints.
• Developed customer feedback data gathering techniques to analyze and predict customer IT needs.
• Acted as a trusted advisor to customers by understanding their business to help provide solutions.
• Implemented an IP phones solution for the company, resulting in an improved client experience.
• Managed the overall external IT vendor relationships, saving the company $500,000.
• Performing financial planning and budgeting, including anticipating future resource requirements, training needs, and tools and technologies required for the company and clients.
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Technicolor – 2005 - 2007
(With over 10K employees, a leading provider of production, postproduction, and distribution services to content creators and distributors. Also one of the world’s largest film processors; the largest independent manufacturer/distributor of DVDs.)
Global Data Center Manager (consultant)
Led the strategy, implementation, and global consolidation of 11 data centers into three primary centers. Added a disaster recovery site in North America, United Kingdom (UK), Spain, and India.
Selected as IT Department liaison to travel globally to meet with company division Presidents to discuss their IT needs (data center, backups, software, server decommissioning, etc.) and secure plan buy-in.
• Advised and consulted on best practices from the IT environment to implement systems to best utilize the IT strategic direction, standard processes and solutions for building a global data center in N. America & UK.
• Provided ongoing strategic and tactical IT leadership to teams across the globe reporting directly to the President.
• Implemented standards from the Sarbanes-Oxley findings.
• Submitted a 185-page analysis and recommendation to CEO, CIO, and President on best practice for data centers globally which resulted in the cost savings of $30MM+ realized from the optimizing data center operations.
Walmart.com – 2001 - 2005
(The ecommerce version of the retail Wal-Mart store, with over 10K+ employees, offering more than 1,000,000 products, music downloads, and photo services, established in January 2000.)
Manager of Site Operations, Help Desk, & IT Procurement
Directed the ongoing stability of Walmart.com’s billion dollar website ensuring a sound infrastructure and customer satisfaction. Managed budget of $5MM+, daily activities of a 24/7 environment, 4 direct reports and an internal client community of approximately 450.
• Developed business requirements for product development initiatives,...
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