Don Thatcher Email & Phone Number

Tampa/St. Petersburg, Florida Area

Tampa/St. Petersburg, Florida Area

• Program Technical Leader for online applications and the call center; Conducts resource planning, assigns responsibilities, and mitigates problem management issues; A leader in FMEA (Failure Mode and Effects Analysis) focused with writing technical user stories for numerous scrum teams • Successfully transformed an application with 3,000+ client deliveries globally which consistently missed its delivery SLA targets, to 100% on time delivery; Received global recognition for the significant accomplishment• Reduced Severity 1 issues by 90% in both online systems and the call center applications• Working with Portfolio and Scrum teams on various technology initiatives using Agile within the Global Watch CTO

Tampa/St. Petersburg, Florida Area

• Designed project for nine new organizational units for three line of business in multiple call centers to ensure system pushes were less impactful and increased time for UAT before production; Successfully managed the project to move all SQL servers in the Call Center to one cluster, saving $300,000 annually in licensing fees • Significant member of the first program team in the company to successfully achieve a rating of above expectations on completion of user stories written for the scrum teams• Resourcefully the complete implementation of Sytel dialers in the Call Center, increasing productivity by 50%

Tampa/St. Petersburg, Florida Area

• Led a team of twenty Client Service employees including Help Desk, Operations, and Change Management teams• Managed the Microsoft Exchange 2003 transition to Google Apps project before the deadline and under proposed budget, achieving return on investment • In 2008, Danka Office Imaging was sold to Konica Minolta Business Solutions; Assisted in the relocation of the legacy Danka data center from IBM in Atlanta to Konica Minolta HQ in Ramsey, NJ • Diligently led the full upgrade project to Cisco System VPN version 5.0 for all of legacy Danka and Konica Minolta

Tampa/St. Petersburg, Florida Area

• Provided quality support for PC hardware, printers, mobile devices and Cisco VoIP; Responsible for reporting on all corporate assets and licensing as related to hardware and software• Managed a team of fifteen client service employees including Help Desk, Operations and Change Management • Achieved 100% compliance with the Sarbanes Oxley Audit; Played an active role as a key member of SOX audit team • Successfully managed the completion of the overall project of refreshing the corporate desktop and laptops with DELL products creating one universal standard under budget and ahead of schedule; Deployed 954 laptops and computers• Ambitiously reduced Help Desk call volume by 20% by managing the project for Quest Password Manager

Tampa/St. Petersburg, Florida Area

• Performed detailed root cause analysis to guarantee permanent resolution; Supervised the daily activities of eighteen employees by providing leadership and direction for IT support services • Ensured service level agreements and objectives were being met while maintaining the integrity of the corporate IT budget and strategic plan• Led the team and the company through the successful migration project from Lotus Notes Domino 6 to Microsoft Exchange 2003 as the corporate e-mail system, delivering results ahead of schedule• Mitigated a catastrophic virus outbreak through the entire company • Created asset management database to track all assets assigned by the IT department to the company

Tampa/St. Petersburg, Florida Area

• Supervised the daily activity of twenty-eight client service global employees including Data Center Operation, Help Desk, Desktop Support and Change Management; Oversaw the Network Operations Center (NOC) 24/7, telecommunications, system back-ups, job monitoring; Scheduled and managed several critical projects• Heavily involved in disaster recovery and business continuity; led the weekly change management meetings• Appointed by the Chief Information Officer to control problem management during the Oracle 11i implementation • Successfully completed a project for the successful rollout of the Cisco 7960 series IP telephony • Created a plan to prevent the catastrophic failure of the data center; Created testing plans and worked on a successful strategy with the Vice President of IT to move the data center to a more suited location