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Maya CULLINAN

309 S. Quincy St.  ~  Willowbrook, IL 60001

Phone:  630-325-9876(h)                   Alt: 630-280-1230(m)                              maya@yahoo.com

IT  MANAGER / IT  DIRECTOR / STRATEGIC  IT  ARCHITECT

Highly accomplished IT Director / Manager specializing in conceptualizing and directing design of advanced technology solutions.  Outstanding background in global support strategies, financial management, contract oversight, and program/project management.  Strong Leadership and Vision in key technology areas including Network Infrastructure, VoIP, Telecommunications, Microsoft solutions, Help Desk services and Data Center management.  Recognized for skill in leading and coordinating multi-cultural, global teams.  Knowledge of Spanish.  Expertise includes:

      ¨  Vision, Strategy & Execution     ¨  Program Management            ¨  Global VoIP, LAN/WAN Design

      ¨  Disaster Recovery & Security    ¨  Contract Negotiations/SLAs   ¨  Standards, Metrics, Policies

      ¨  Call Center/Help Desk               ¨  Team Building/Leadership      ¨  ITIL V3 Certified

CAREER  ACHIEVEMENTS

Team Building:  Built a team of professionals with a strong mix of technical skills.  Team members were located in Europe, Asia, North and South America.

Enterprise Standards:  Collaborate with business leaders, technical groups, customers and upper management to develop and determine enterprise standards.  Establish enterprise procedures and metrics, change management processes, and structured planning and implementation practices.

Program Management:  Led unified communications program in support of new business practices.  Upgraded MPLS network, installed new telephony hardware, and migrated from Lotus Notes to MS Outlook, SharePoint, and OCS.  Rescued project to deploy centralized Cisco Call Manager for North American hospitals. Assisted with build of new Data Center in Madison, WI.

Global Leadership:  Led teams through constant growth and evolution of the company.  Earned members’ respect and gained their trust.  Focused team efforts and ensured customer experience came first.

Vendor Negotiations:  Led effort to reduce general and administrative expenses.  Addressed uncertainty over response and repair times for infrastructure and services by reducing the number of vendors, establishing metrics and holding teams responsible for service improvement.  Negotiated with vendors for five year contracts for new and existing services and saved $13M over 3 years.

 

PROFESSIONAL  EXPERIENCE

CANCER TREATMENT CENTERS OF AMERICA, Schaumburg, IL                                         2010-Present

Manager, Performance Monitoring

·       Developing performance management group to provide ongoing monitoring, metrics and early detection of system and application issues.  Enhanced formal change management process for wider adoption.

·       Created strategy for introducing process improvements through automation and user friendly systems.

·       Led initiative to work with functional IT groups to incorporate performance monitoring to improve system availability and facilitate streamlined project implementations.

·       Managed project to upgrade VoIP, Messaging, Video, LAN/WAN and Internet services.  Led team for the migration to Unified Communications.  Includes deployment of presence, mobility and unified messaging.

·       Implemented centralized voice network to reduce costs, provide centralized administration, leverage WAN services and provide platform for Cisco Telepresence high end video service. 

UNDERWRITERS LABORATORIES INC., Northbrook, IL                                                            1999-2010

Manager, Enterprise Infrastructure Services

·       Manage 25 person global technology team with expense budget in excess of $5M and led strategic planning to identify and deploy global technology solutions.

·       Collaborate with upper management and stakeholders to establish architecture and strategic direction for telecommunications and infrastructure projects.

MAYA  CULLINAN                                                                                                                 Page Two

PROFESSIONAL  EXPERIENCE

(continued)

·       Partner with business units to determine technology support needs for current business models and develop strategic plans, identify key success factors, set priorities and allocate resources.

·       Report infrastructure project status to senior management on an ongoing, formal basis.

·       Provide escalation point and resolution plans for business critical application and data issues.  Monitor remedial actions and ensure technical and process issues are corrected.

·       Led focus group sessions for assessing customer needs and improving customer satisfaction; reorganized and expanded department to better provide customer focused services.

·       Managed and deployed new systems worldwide for business growth.

·       Introduced and upgraded technologies for global IT standardization; provided enhanced network design and build-out of distributed Call Center, telephony, servers and web appliances.

·       Managed outsource vendor relationships and established Service Level Agreements (SLAs).

·       Replaced obsolete DNS/DHCP software and servers with appliance based solutions.  Increased performance, simplified administration and deployment and reduced operating costs by $80K per year.

·       Provided ongoing training and career development for technical staff.

COLLEGE OF AMERICAN PATHOLOGISTS, Northfield, IL                                                         1998-1999

Director, Telecommunications and Data Center Operations

·       Directed telecommunications, infrastructure, and data center operations and managed staff.

·       Created risk assessment and change management programs; championed changes in infrastructure from mainframe to client server technology.

·       Reported formally to management regarding project status; alerted management to potential issues and suggested mitigation strategies.

·       Oversaw implementations to facilitate transition and expansion of infrastructure and directed the development of enhanced customer tools.

·       Enrolled 90% of member base in audio conferencing learning forums that exceeded participation goal and reduced travel costs.

·       Improved Call Center functionality and improved customer experience through faster call times and call routing.  Introduced self-service automated options for requests for educational literature and access to comparative test scores for medical laboratory equipment.

·       Increased print processing speed by 25% with introduction of high capacity data center printers.  Improved invoice creation process by 20% through QA process and reduced error rate.

GLOBE GLASS & MIRROR, Chicago, IL                                                                                   1991-1998

IT Manager

·       Led technology improvements for retail and call center operations in $300M company.

·       Deployed infrastructure solutions for an insurance company network and provided technologies which allowed company to grow from 90 retail stores to over 375 national locations with two call centers.

·       Led development of technology standards for servers, call center and data center operations.  Infrastructure supported nationwide retail business.

·       Participated as key member of Merger and Acquisition Team that identified technology synergies and created transition plan.

·       Conducted semi-annual tests for Business Recovery including Call Center activities.

AT&T, Oak Brook, IL                                                                                                               1989-1991

Systems Consultant

·       Supported Major Markets to provide technical support, design and project management for global voice/data/video related sales projects.

EDUCATION

KELLER GRADUATE SCHOOL OF MANAGEMENT, Chicago, IL

Masters, Project Management

DEPAUL UNIVERSITY, Chicago, IL

B.A.

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