Bill Welsh Email & Phone Number

Austin, Texas, Us

Austin, Texas, Us

Washington D.C., Metro , Us

Austin, Tx, Us

• Recruited to manage IT and call center operations, overseeing all IT functions including data center management, vendor relationships, help desk/technical support, application development, and disaster recovery planning. Managed $2M operating budget and directed activities of 12+ staff. Oversaw and monitored more than 166 projects of various sizes resulting in an on time, on budget completion rate of 97.6 %.• Initiated and implemented migration/consolidation effort from on-site Exchange servers to cloud based Office365 solution, integrated with OKTA single sign on (SSO) and with SalesForce, reducing onboarding time by more than 42%.• Deployed business intelligence (BI) and analysis solutions (Microsoft BI, Tableau), integrating disparate databases, obtaining 100% automation of all internal and client facing reporting, transforming the business model.• Road mapped and developed virtualization effort (VMWare, Azure and AWS), reducing physical servers from 42 to 4, while increasing overall capacity and scalability, reducing costs 46% while improving uptime from 82% to 99.99%.• Aligned IT team with business units to develop business expertise and improve quality and responsiveness in support of support requests. Implemented new support ticket tracking system and authored new procedures and training, reducing resolution time by 89% and overall amount of support tickets by 43%. • Instituted desktop imaging processes, reducing the time of hardware rollouts by 92%, while facing a 442% growth in employee count.• Developed Salesforce CRM strategy and roadmap vision, and oversaw business process and technical mapping, replacing non-scalable internal CRM, vastly improving user and reporting efficiencies.• Formulated and launched massive effort to deploy new cloud-based call center solution (Five9) servicing all our clients, replacing outdated Avaya system, integrating it with Salesforce, resulting in a 36% increase in agent effectiveness.

Austin, Tx, Us

Santa Monica, Ca, Us

• Held autonomous decision-making authority for all IT development and expansion issues aligning with corporate goals, led and managed 18 direct and 15 indirect professionals at 11 locations in 4 countries with a $17M operating / capital budget. Directed all IT resource planning, budgeting and operational initiatives• Designed and oversaw the implementation of 6 new data centers in Europe, Asia and the US in support of the company’s rapid growth, connecting all centers with managed LAN/WAN technology in support of 24/7 operational needs. Provided 355% faster convergence and virtually eliminated single point failures while maintaining 99.9% operational uptime for over 5 years.• Streamlined the IT governance process, reducing project costs by more than $5.2M by better controlling the budget, needs analysis and prioritizing unjustified and unreported projects. • Developed and implemented practices to maximize the return on investment for IT expenditures through practices such as asset management, procurement, and vendor contract management resulting in $1.3M one-time savings and $2.4M in recurring annual savings.• Technical lead on corporate acquisitions team, making all technical decisions on 10 separate corporate acquisitions. Based on type of acquisition, planned and supervised the deployment of projects ranging from full integration of acquired systems into corporate infrastructure to re-allocation of technology assets. Corporate acquisitions assisted in corporate growth of $200M in revenues for 2003 to $1B billion in 2009.

Santa Monica, Ca, Us