Ben Chan ♦ Insightful. Innovator. Achiever. Email & Phone Number

Texas, United States

Hanover, Md, Us

Managed a portfolio of 40+ customers, ensuring that all services met their desired outcomes and generated targeted revenue.Maintain industry/functional expertise and knowledge of key industry issues and trends impacting the IT Services marketplace (e.g. Application Management, Application Development, Business Intelligence, Business Agility, and Quality Assurance).Use risk management to make strategic decisions, identifying and planning for risks.Created a culture of trust and openness where team members felt comfortable asking for help when needed.Set clear expectations and inspire the team to maximize potential.Demonstrate strong financial acumen and reporting to help meet goals and revenue.90+% NPS (CSAT) – Consistently exceeded customer expectations, achieving 90+% Customer Satisfaction (NPS) scores at the startup, mid-project, and project end.90% Maintenance and Efficiency Improvement – Redesigned architectural baseline for a Sitecore implementation resulting in a 90% efficiency improvement.83% Efficiency – Reduced front-end production deployment time from 240 minutes to 40 minutes.63% Efficiency – Reduced staging front-end deployment from 40 minutes to 15 minutes.38% Efficiency – Reduced staging back-end deployment from 40 minutes to 25 minutes.Virtual Agent – The team implemented a virtual agent with GCP-CCAI resulting in decreased call duration, enhanced operational efficiency, and improved customer satisfaction.Hours to seconds – The team implemented an intelligent asset service leveraging GCP to improve the management of video content for production from hours to seconds.Custom Navigation – The team created reusable custom navigation to unify the user experience across different mobile device types (iOS, Android).Data Analytics – The team built automated reporting to extract, transform, and load the data from a variety of sources to downstream applications for calculation, payment, and financial posting.

Hanover, Md, Us

Collaborative and trusted senior executive on engagements at a strategic level with customer executives. Operate as a key advisor to the customer, assisting on strategy building and ensuring alignment of practice groups, delivery teams and sales to maximize success in solving business challenges for our clients. Leverage strategy knowledge to maximize measurable, tangible benefits across our customers' enterprise while mitigating redundancy, rework and costly maintenance. Known as a key customer advocate in an organization's journey to transform their technology applications, platforms and infrastructure environment.Responsible for managing cloud transformation programs for our customers with revenue under management ranging from $10 to $40 million

Dallas-Fort Worth, Texas, Us

In charge of architecture, business intelligence, and infrastructure services for real-time operational decision support and flight & crew technologies. Create and deliver a vision to lead a team of 150 highly skilled technical and product management professionals to adopt a DevOps vision. Supervise the delivery of cloud capabilities to increase operational excellence, stability, scalability, resiliency, and service consistency by collaborating with leaders across the organization in Cyber Security, Product Teams, IT, Platforms & Operations. Cultivate innovation by creating an environment where people are inspired, mission-oriented, and psychologically safe. • 8X Faster, savings of $224K and monthly recurring savings of $5.5K - Delivered critical travel data to Journera to enhance customer's journeys in real time leveraging cloud services. • Achieved a savings of 20% that translated into $1.2M per year in operational cost. Negotiated AA’s Master Service Provider (MSP) contract with IBM to ensure the vendor provides the required quality of service (SLO/SLA) for a larger footprint. • Saving 10,000+ hours & $750K - Successfully balanced multiple competing priorities, dependencies, costs, and timelines while delivering 70+ projects on time while delivering 2 mission-critical integration efforts from merger.• 80% improvement – Inspired and executed culture, process, and tool changes to streamline delivery, increase consistency, and improve customer service resulting in an 80% improvement in customer & employee satisfaction.• Evangelized DevOps to AA to executives staff. Created a DevOps book club, chaired quarterly automation challenges, and co-presented the first airline industry presentation titled “DevOps in the Midst of Merger” at the DevOps Enterprise Summit.• Directed multi-disciplinary team to discover and resolve critical performance issues prohibiting our ability to launch new schedule trading services for pilots & flight attendants avoiding union fines.

San Jose, Ca, Us

Led a team in the creation of a new solution group generating $75M in revenue for Cisco’s sports and entertainment clients globally. Coordinated with Cisco’s in-house partners and 3rd party sports statistics services to successfully showcase an advanced sports & entertainment fan experience product.• $18M in sales - Enhanced and extended the control of sports and entertainment venues for premier patrons through collaboration with 3rd party touch panel providers, which resulted in closing key sales deals valued at $18M.• Facilitated the successful deployment of Cisco StadiumVision and Cisco Connected Stadium for key customers like the New York Yankees and Dallas Cowboys.• Generated $1,000,000's in additional revenue for Cisco - Incubated a guest access solution for enterprise customers across multiple Cisco business units (Security, Wireless, Network Management, and Hospitality) deployed across the U.S. and overseas. This solution also received the Innovative Edge Award.

Dallas-Fort Worth, Texas, Us

Served as the key technical resource in managing multiple vendors and multiple systems for a global enterprise workforce management system. Articulated technical options for solutions during technical gap analysis for a cargo wireless application and advised senior management on budget consequences. Performed due diligence for given technical and security requirements along with business ROI forecasts to determine to buy vs. build decisions for the cargo division.

ObjectSpace is a technology management and consulting services firm deeply committed to education, service, and product excellence.Managed key customer accounts and build relationships with executives of key customers. Aligned architecture strategy with a business opportunity to deliver positive client outcomes in line with strategic direction. Key tenents were to establish trust, create transparency, deliver results, continuous improvement, clarify expectations, and keep commitments.• Developed a competitive advantage solution which improved process efficiency for a leading real estate services company. The solution involved an Enterprise Application Integration (EAI) project integrating 6 legacy systems.• Led a team of 12 engineers as a Member of the Office of the CTO in developing mobile applications for the travel industry. Responsible for building a demonstration room to showcase telematics, mobile, wireless and voice technologies. Tools involved included Nuance, Speechworks, MobileQ and Dialogic's Voice Portal Platform. • Consulted for Chief Architect of OnStar, the leading telematics system. Designed features to improve scalability, reliability, and robustness of the Java-based OnStar Enterprise Platform. • Enhanced member management - Delivered components that managed membership, member category, various billing, discount, and late-charge programs for a leading travel and leisure corporation.• Assimilated new technologies and utilized excellent verbal communication skills to work rapidly with a team of 7 to turn around a web site in under thee weeks which included navigation prototyping. Optimized graphics and code for multiple browsers and connectivity situations.

• Increased revenue 10X/port - Awarded Computer Telephony Expo’s Best of Show award for delivering a system supporting call center functionality which increased revenue for the company by 10 times per port.

* Designed and developed a probing system to non-invasively monitor and log system information and activities for a leading telecommunications provider.* Developed telephony and support components to address a variety of distributed and concurrency issues utilized in an advanced services platform for a paging company, including one- and two-way paging. Created use cases and performed analysis/design reviews. This system was implemented in Smalltalk with CORBA.

Dallas, Tx, Us

* Assigned to the ControlWORKS Development Team - with the goal of providing an object-oriented framework for real-time machine control utilizing VisualWorks.* Utilized object technology and Ada to develop the Avionics Display Set Program (ADSP) part of the Modular Mission Computer (MMC), whose purpose was to extend the life and capabilities of the F-16 built by Lockheed Martin Tactical Aircraft Systems. - Department of Defense (DoD) clearance.

Us

* Developed User Interface Toolkit for a department of 45 analysts to introduce object-oriented programming, resulting in increased reliability, maintainability, and enhanceability of newly developed applications. * Recommendation of laptop PCs and deskports resulted in productivity improvement for 10 managers.* Restructured program to correct 10-year history of miscalculations of pipeline pressures.

Bachelor Of Science (B.S.), Computer Science

Education record