Joel R Clawson

Experience
North Texas Food Bank
Dallas, TX

4525 Junius Street, Dallas, TX 75246

Mobile: 214-228-2797

joel@juniusstreet.com

October, 2008 Present Director Information Technology

Director Information Technology

Manage the day-to-day operation of the technology department. Evaluate business needs, objectives, and goals, researching products available and designating procedures to best meet those needs. Establish IS/IT policies, standards, practices and security measures to ensure effective and consistent information processing operations and to safeguard information resources. Build and maintain vendor relationships and manage the purchase of hardware and software products. Develop and motivate team to effectively carry out departmental functions and provide for the continuity of managerial and specialized skills. Direct implementation and execution of new/upgraded information systems via well-defined plans including procedures, deadlines, and accountability In addition to the day-to-day duties I also executed several projects during my tenure. Implementation and full upgrade of all network, desktop and server infrastructure Implementation of Microsoft Dynamics Navision 2009 ERP system locally and participated in the nationwide rollout of the ERP throughout the Feeding America Network Implementation of Blackbaud Enterprise CRM including the migration of our existing data Upgrade and replace 90% of infrastructure including all switches and routers Replace existing VOIP system with Cisco Call Manager VOIP Participate on Strategic Planning project as a member of the Food Sourcing Team

Atlas Capital Management

Dallas, TX

May, 2005 October, 2008 Director Information Technology

Director Information Technology

Manage the day-to-day operations of all aspects of the IT infrastructure. Ensure 99% uptime during business operations of all IT systems. Maintain all aspects of IT functions including, Security Updates and Virus protection, patch management for servers and desktops, application rollout and installation, licensing compliance, desktop and sever support. Regularly monitor, analyze and respond to, HP Hardware notifications and alerts, spam filtering and tuning, windows system event logs, backup logs for both Veritas ans LiveVault and Blackberry server management. Develop and maintain in house database system to track financial information on equities. Database consisted of Access frontend with SQL 2005 backend. Support and maintain office equipment including phones, fax machines, scanners, printers and copiers. In addition to the day-to-day duties I also executed several projects during my tenure. Upgrade and migrate email from Lotus Notes to Microsoft Exchange Upgrade all servers from Windows 2000 to 2003 Re-Design website to include secure login and tracking Developed business continuity plans for compliance manual Implemented strict IT budgeting

Maintain all aspects of physical space including maintenance and physical security. UBS Investment Bank
Dallas, TX

October, 2004 May, 2005 Manager Client Technology Services Own the relationship with internal and external Hedge Fund clients to facilitate their IT support

Manager Client Technology Services

Responsible for all aspects of the safe and efficient operations of tenant clients, and was instrumental in building client confidence in both the division and the product.
As the main conduit to all other technology groups, I was responsible for being familiar with all aspects of our products and services, from installation to operation. Additionally, I was required to direct and provide guidance on an ever-increasing array of technology issues, from remote access to specialized market

services In addition to the client liaison responsibilities I would design, coordinate and support all aspects of client network technology for both tenant and non-tenant clients, including WAN connections to other sites and services, Market Data services, file sharing and other server functions, redundancy, email and any other business applications or services.. Mariner Health Care
Houston, TX

December, 2001 October, 2004 Director, Customer Service / Support Services Plan, organize and manage the operation of the Operations Service Center (OSC) Support Services organization responsible for providing a wide range of supporting services to the OSC organization. Services provided include customer service oversight, application support, performance management, quality assurance, knowledge management, process reengineering and application / systems oversight. Lead and manage department to effectively and efficiently provide in-scope services. Report performance of department against established goals. Develop alternatives and take corrective action to meet goals. Resolve critical and complex issues. Manage human resources including hiring, evaluating and disciplining a professional staff. Develop and improve policies and procedures in service and the call center to improve the level of customer satisfaction and the negotiated service levels. Design and implement Nortel ACD system. Deployment Manager Manage the implementation of new technology at 300 facilities. Coordinate all vendor deployments for installation of cabling and computer installation. Complete client overhaul of all workstations at multiple location including hardware and software systems. Develop deployment process for installation of new computer equipment. Developed project plan for deployment Manage 15-person customer contact center within IT organization. Responsible for the daily operations of all aspects of support center. Implement new design of Goldmine/Heat CRM to work within the requirements of the organization Reworked organization in accordance with industry standards and best practices. Redesigned team structure to enhance organization Develop and implement performance metrics, analyze and research policies, practices, and process to ensure an effective and efficient call center. Developed quality call coaching programs to increase customer satisfaction. Improved customer experience by reducing Average Speed of Answer (ASA) by 2 minutes and Call Abandonment Rate from 19% to 5% Integrate technology systems with staff in order to provide a seamless hassle-free experience for the customer. February, 2001 August 2001 Manage the day-to-day operations of a Customer Contact Center/Call Center and Helpdesk. Establish core objectives for team and provided guidance to achieve these goals in accordance with established policies. Established and recommended policies which affected the immediate department and corporate operations. Developed departmental mission statement to align with current and future service levels Established new-tiered support structure for department to increase customer satisfaction and first contact resolution. Interacted with senior management to initiate company-wide objectives Coordinate with finance to stay within financial staffing cost parameters Develop and maintain customer satisfaction through customer contact and satisfaction survey verbatim analysis Interact with customers on critical and politically charged issue to facilitate satisfactory outcomes. June, 1999 February 2001 Manage the implementation of Microsoft's MSN ISP contract in a Customer Contact Center. Develop project plan for the ramp of 180 Technical Support Representatives (TSR) in Mumbai and 450 Technical Support Representatives in Silver City. Communicate the overall objectives of the company and the site to management and other levels as appropriate and ensure that all contractual goals are achieved. Participate in, and contribute to the budget process and insure that the operation is functioning within the financial parameters established in the budget Maintain relationships with customers in order to facilitate open communications, understand customer perspectives, and monitor customer satisfaction. Hire, develop, and mentor management team and technical support staff that are skilled, effective, and fully capable of executing the responsibilities of their positions Trained all staff on-site at India operation in all aspects of call center procedures including Senior managers and the Director of Finance.

Director, Customer Service / Support Services

June, 2003 to October 2004 Houston, TX

Deployment Manager
October, 2002 to June 2003 Houston, TX

Manager IT Customer Service

December, 2001 to October 2002 Houston, TX

I2 Technologies
Dallas, TX

Manager Information Systems

February, 2001 to August 2001 Dallas, TX

Stream International
Dallas, TX

Acting Service Delivery Manager

Silver City NM and Bombay India

October, 2000 to February, 2001 Silver City, NM

Stream International Continued

Manage the delivery of support services and operational requirements in a Customer Contact Center for a nationwide broadband provider. Ensure customer contractual goals are achieved while providing Support Service Representative staff with operational support. Manage the staffing needs and contribute to the development of the staff's skill sets. Develop and implement unique client specific solutions to meet or exceed the clients expectations. Seek ways to increase and improve client's relationship with Stream. Monitor client satisfaction metrics and recommend, develop and implement corrective actions; ensure follow through on all agreed upon actions between sales and operations. Ensure service level and availability, manage telephone coverage, review/respond to statistical reports and ensure overall team productivity and customer satisfaction. Monitor call volume, manage related costs, conduct annual performance reviews and provide training. Interface with department/project team managers and conduct monthly meetings aimed at expedient communication regarding a variety of issues. Increased pilot contracts profit by 35% during the first five months. Represented Stream and communicated with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems and managed relationships with those customers. Frequently, these problems were not only mission critical and technically complex, but were often politically charged situations requiring the highest level of customer skill. Maintained ownership of issue until resolved completely or routed to the appropriate department. Solved highly complex level of escalated problems Acted in supervisory and second level technical support role Provided on phone technical support of National Internet service provider Provided technical support over the phones for a Nationwide ISP. Troubleshoot customer issues until resolved. Routed customers to the appropriate departments or companies. Assisted customers in the configuration of their operating system, email, Dial Up Networking and related software applications. Provided technical support for dial-up Internet users Configured Mail, Browsers, News clients and desktop operating systems Troubleshot network adapters and TCP/IP and Dial Up Networking

Manager
January, 2000 to October, 2000 Carrollton, TX

Technical Escalations and Supervisor

September 1999 to January 2000 Carrollton, TX

Services Support Representative

June, 1999 to September, 1999 Carrollton, TX

MKKFC, Inc.
Dallas, TX

September, 1995 June 1999 Regionally managed four remote offices with a total staff of 250 people. Increased sales revenue at least 45% in each office. Reworked day to day business processes and reduced staff hours by 50% resulting in a net profit gain of 17% Maintained all hardware for company and franchise offices. Designed and Developed cross platform relational database Developed software manual and on-line documentation for custom database Designed website for ordering and company information Developed and designed marketing packages using Photoshop, Illustrator and QuarkExpress Developed franchise paperwork and system. Sold three franchise offices. Designed and implemented marketing packages for fortune 500 companies including Philip Morris and British American Tobacco. Excellent customer/client relations and problem resolution. Able to assess and resolve customer technical issues quickly and efficiently. Successful management of projects that are both time and mission critical. Able to effectively manage customer and client expectations and provide thorough follow up. Develop training materials and curriculum for staff and customers on operational and technical subject matter. Exceptional proposal and project development skills. Proficient in Microsoft Office, Windows all versions, and Dos, Apple Mac Certified Helpdesk Director, STI Knowledge formerly Helpdesk 2000 Certified Instructor STIKnowledge Call Center and HelpDesk Manager Certified, STI Knowledge formerly Helpdesk 2000

President And Regional Manager

Summary of Skills

Education August, 1993 September, 1989

Shoreline Community College, Seattle, WA Associates of Arts and Sciences - emphasis in Mathematics and Chemistry ITT Technical Institute Concentrated study of computers and electronics