Brad Williams Email & Phone Number

San Diego, Ca, Us

San Diego, Ca, Us

San Diego, Ca, Us

San Diego, California, Us

Direct all Global Customer Service functions. Transform the technology stack to directly align with business strategy. Managed the global operations and engineering team for IT end user services to over 15,000 employees/contractors globally. Currently maintain a $5M+ budget to ensure value added use of corporate funds. • Reorganized Petco service delivery model to exceed business objectives leveraging ITIL. • New model consistently exceeds Customer satisfaction and SLA’s targets of 90%.• Developed Policies and Procedures, Process documents, IT Knowledgebase that were used to implement Self Service support capabilities.• Reduced Tier II / Tier III support by implementing a shift left program to move support from Engineers/Architects to the helpdesk resulting in a 20% reduction in support costs.• Successfully built out and delivered Petco’s new multi-million-dollar corporate office in Rancho Bernardo. The two year project, was delivered on time and under budget with minimal impact on the 500+ users moving from four buildings into one.• Migrated Petco’s email and personal storage environment to the Office 365 Cloud. • Migrated Petco’s Individual & Group files to the cloud leveraging OneDrive and SharePoint.• Managed vendors to reduce annual spend: • Reduce Mobile device vendor contracts costs by $250K/yr. • Reduce onsite contractor costs by over $200K/yr.• Implemented a unified communications strategy that cut travel costs by 10% and improved multi-site collaboration.• Implemented IT Asset Management / Inventory control system to manage compliance.• Implemented a MDM/MAM solution to globally manage mobile devices.• Implemented a Telephone Expense Management system that reduced telecom costs $200K/yr.• Responsible for the requirements, design and implementation of Service Now ITSM system for Global End User Services.• Responsible for integrating services from M&A’s into Petco Service model.

San Diego, Ca, Us

Global Customer Service (Apr 2011 – December 2013)Directed all Global Customer Service Functions. Helpdesk, Deskside/Executive Support, IT Procurement, Audio Visual, Unified Communications and Software Compliance. Including: strategy development, project management, resource planning, budgeting, site build outs and continuous improvement initiatives. Manage a global staff of 17+ employees/contractors delivering cost effective IT services to 3500+ employees/contractors globally. Maintain a $15M+ budget to ensure value added use of corporate funds. Software Development & eCommerce (Aug 2010 – Apr 2011)Managed the software development lifecycle (SDLC) and global eCommerce development staff responsible for Illumina’s customer eCommerce site. Senior Project Manager – Global ERP Re-architecture & Validation (Aug 2010 – Apr 2011)Global project impacting multiple business units and IT functions. Responsible for defining requirements, scope, project plans with milestones, allocating resources, determining risk/remediation, and presenting executive level presentations on progress, accomplishments, budget status, issues/roadblocks and next steps.

Cambridge, Ma, Us

Directed all IT department strategic, resource planning, budgeting and IT operations initiatives for the San Diego Site. Managed a global staff of over 20 individuals delivering cost effective IT services to 4000+ employees in over 50 countries. Maintained a $4M+ budget to ensure value added use of corporate funds. Overall responsiblility for San Diego IT compliance, regulatory guidelines and eDiscovery (21 CFR Part 11, GxP, Validation, HIPAA, SOX).