RICHARD FERRAIOLI

14 Gilbert Way
Millbury, MA 01527
508.250.6434
rfd01a26@westpost.net
SUMMARY OF QUALIFICATIONS
a Senior Manager with over 30 years of experience in Retail Information Technolo
gy and Operations in chain store environments.
a Unique combination of project management skills and people management expertis
e.
a Dynamic leader and team builder with a strong history of delivering results an
d managing with integrity.
a Experience in IT Management, Sales Management, Store Operations, Construction,
Real Estate and Human Resources.
PROFESSIONAL EXPERIENCE
THE TJX COMPANIES, Framingham, MA
1999-2010
Vice President Service Transition and Support (2009a"2010)
Responsible for TJXas strategic Service Management Program focused on improving
service delivery and customer satisfaction across the enterprise.
a Managed the PRISM Program, a consolidation of several projects such as Change
Management, Asset Management, Configuration Management, Incident Management and
the implementation of a CMDB with discovery for the enterprise. Based upon ITIL
best practices PRISM implemented processes using the HP Service Management suite
creating efficiencies, control and cost savings while increasing customer servi
ce, SLA achievement and compliance.
a Directed the enterprise Service Desk and Change and Release organizations.
a Established TJXas first Asset Management practice and installed uCMDB to manag
e service configurations.
Vice President of IT Operations a" TJX, Framingham, MA (2006-2009)
Manage departments in both Corporate Information Systems (Production Services an
d Data Center Operations) and Store Systems (Production and Implementation) with
annual Expense Budget of $38.5M and Capital Budget of $60M.
a Responsible for 60 person Production Services Department managing 1.8 million
mainframe and distributed jobs annually.
a Directed staffs responsible for Store Implementation, Software Management, Qua
lity Assurance and Post Implementation Support of hardware and software applicat
ions supporting 2,000 stores in four domestic divisions.
a Successfully reduced Call Center expense by outsourcing first and second level
support to third party, reducing domestic labor expense by $1.5M annually.
a Managed the execution of new store opening, remodel, and systems upgrade proje
cts on all IT, telephone and music applications in domestic division stores.
a Responsible for 7x24 organization supporting corporate Data Center, Disaster R
ecovery and Business Continuity.
Vice President Information Technology a" WMI, Toronto, CA (2004-2006)
Managed the Systems Division of the TJX Canadian operation. Responsible for all
aspects of IT from Application Development through Post Implementation Support.
a Successfully implemented divisional reorganization to align Canadian resources
with Shared Services Model established by corporate.
a Led Canadian IT organization to two years of both cooperative and independent
development efforts providing the two Canadian operating divisions with applicat
ion functionality in Merchandising, Finance, Distribution and Logistics.
a Developed strong working relations with Corporate Systems partners enabling le
verage of development resources, eliminating redundant staffing and saving the C
anadian operation expenses annually.

Richard Ferraioli
Page 2 of 2
508.250.6434
rfd01a26@westpost.net
PROFESSIONAL EXPERIENCE (continued)
THE TJX COMPANIES (continued)
Assistant Vice President Store Systems Production a" Marmaxx, Westborough, MA (1
999-2004)
Responsible for all store IT activities post development. Managed five departmen
ts from Quality Assurance to Call Center comprised of 120 associates located bot
h in the field and home office.
a Managed the retrofit of all Marshalls store POS from IBM running GSA to Fujits
u running Triversity. Negotiated for and purchased all hardware and services rel
ated to this project. Enabled Marmaxx to consolidate all POS maintenance with on
e service provider with annual maintenance savings exceeding $750K.
a Successfully opened 140+ new stores annually for 5 consecutive years. Expanded
services from TJ Maxx and Marshalls to Home Goods and AJ Wright divisions.
a Introduced new store opening workflow model that cut 5 days off pre-opening sc
hedule and streamlined the complexities of the many interactions between multipl
e vendors, systems and Store Operations.
a Responsible for all store related service contracts, including POS, telephone,
music, Depot Services.
AMERICAN MANAGEMENT SERVICES, Waltham, MA
1998-1999
Consultant
Worked with small entrepreneurial companies in consultative capacity. Provided t
hese companies with advice and direction in various business disciplines from sa
les to human resources.
a Developed sales incentive plan for manufacturing company that helped increase
annual sales by 22%.
a Assisted company in creation of employee handbook outlining human resource pol
icy and practices.
THOM MCAN SHOE COMPANY, Worcester, MA
1971-1998
Held a variety of positions with increasing responsibilities in Sales, Store Ope
rations, Human Resources and Real Estate. Ultimately led the sales and operation
s organization as the SR VP Sales.
EDUCATION
BS, Economics, Boston College, Boston, MA
US Army, Vietnam Veteran a" Honorable Discharge