Dawn Graham Email & Phone Number

Westlake Village, Ca

The key executive charged with leveraging investments in technology to achieve the corporate vision of becoming a Global leader in outsourced sales for a multichannel sales and marketing workforce of more than 3500 professionals across the United States and Canada. Led the following functions: Enterprise Architecture, System and Network Engineering, Information Services, Application Development, Data Center Operations, IT Service Desk and Information Security. • Created an IT strategic plan linked with the business strategy, identified momentum initiatives for incremental revenue growth and breakthrough initiatives for blockbuster growth• Transformed IT into a strategic asset expanding the company service portfolio with Innovative IT capabilities contributing to a sales increase of 20% • Built a Business Intelligence and Data Warehouse and moved the enterprise from a spreadsheet dependency to an Information based decision making model by delivering end user self- service tools reducing analysis elapsed time from weeks to hours • Mobilized order management system, leveraging iPads boosting sales representative productivity and increasing orders placed by 25%• Developed a Leads Mapping System integrated into Siebel CRM reducing administrative time for sales management by 300% and increasing lead penetration rate by 15%• Centralized, simplified and standardized infrastructure using virtualization technology. Established ITIL service management framework to facilitate the delivery of high quality IT services across the enterprise• Established IT governance to align leadership in the use of IT assets and prioritization of activities focusing resources on the achievement of company goals and reduced consulting spend over 75%• Organized IT talent as a strategic resource and expanded competencies with a blended approach of outsourcing, off shoring and cloud computing increasing the overall value of the IT function

Culver City, Ca

The Information Technology leader responsible for directing the design, development, implementation and support of Technology systems and services for North America leading the following functions: System and Network Engineering, Information Architecture, Telecommunication Services, Service Desk, Technical Training and Data Center Operations. • Championed portal collaboration technology based on Share Point providing document management, content management, enterprise search and workflow for business processes• Led design, development and implementation of the wireless Sales Mobility Bundle with on-line training and Portal access to SAP. This solution improved customer responsiveness and selling time.• Directed Avaya VoIP deployment across the North America Region. Solution provided call center automation improving agent productivity and order processing.• Envisioned and directed the Business Continuity Plan with a command and control architecture. An unexpected disaster tested the plan and business operations sustained no material impact.• Championed Service Management initiative and implemented ITIL compliant processes which improved end user satisfaction by 30%.• Developed infrastructure back-up technology throughout North America reducing production time by 40% and mean time between failures by 200%.• Established standard Storage Area Network with redundancy and failover capability.• Managed the Disaster Recovery program and reduced critical system failover time from 15 hours to 3 hours.

Ventura, Ca

The Senior Executive responsible for directing the successful integration and quality of technology solutions for Kinko’s. Commissioned to leverage and manage the intellectual capital, specifically the strategic technical knowledge, needed to transform Kinko’s business from the analog economy to the new digital economy. Chief fiduciary responsibility for $36M budget and 150+ co-workers. • Led IT Strategic and Operating planning process. Identified key strategic levers of Optimizing Application portfolio, Simplifying Infrastructure and Expanding the IT workforce fix.• Expanded solutions for commercial and retail customers through on-line channels, customized corporate document solutions and in-store products responsible for $200M revenue• Unified the Field Technology Organization of 50 co-workers creating the 1st Technical Sales Support team chartered with growing online revenue• Outlined the FedEx IT integration strategy and built the business case for a $15M investment to consolidate California Operations into Dallas and Memphis. Formulated a system migration plan using data replication between Storage Area Networks over the WAN.• Outlined ROI for enterprise Telecommunications. Established an audit capability which identified over $4M in vendor overcharges. Successfully negotiated LEC agreements reducing operating costs by 20%. • Formulated a multiyear Infrastructure plan which expanded capabilities and doubled capacity while reducing annual costs by $4M.• Improved the IT Risk Management and Security profile by: Developing ISO 17799 and Sarbanes-Oxley compliant policies; Fostering relationships with law enforcement agencies leading to the capture of fugitives from justice and threats to national security. • Created a Center of Digital Excellence, reducing the requirement to maintain technical resources in 1200 distributed locations. • Established technology development methodology• Negotiated the first Kinko’s outsource agreement

Greater Los Angeles Area

• Integrated the 1st POS EFT Implementation on IBM 4680 • Exceeded $5M first year sales revenue quota, grew to $20M sales revenue per year • Piloted Electronic shelf tag technology for grocery industry