Jack Conrad Email & Phone Number

New Braunfels, Texas, United States

• Coordinated with Spectrum project team to deliver 350 new internet circuits.• Led the SDWAN and Network upgrade Program for 175 Truck and Leasing Centers across the United States• Developed, implemented, and trained the network and phone installation processes. • Coordinated with ComputaCenter to schedule field technicians for the phone and SDWAN programs.• Replaced network switches, routers, and wireless access points.• Conducted user acceptance testing to validate computers, printers, EZtechs, tablets, scanners, credit card machines and phones function as expected.• Champion Business and IT cutover activities for multiple major domestic and international acquisitions of 38 Truck Centers and 12 Leasing Centers• Managed the data conversion from CDK and Karmak to SAP ERP systems.• Spearheaded enterprise-wide phone upgrade, migrating from Avaya phone system to Microsoft Teams.• Coordinated with Microsoft and NTT to port and migrate phone numbers.• Manage critical risks, schedule, and budget.

San Antonio, Texas, United States

• Lead and coordinate overnight technology implementation activities with technology, network, vendor and operations teams.• Work closely with Operational Leadership to make improvements to restaurant technology and operational processes to improve customer satisfaction scores and increase revenue• Conduct detailed change assessment and identify system differences in preparation for transition to new Xenial point of sales system. • As SME and Change Champion, deliver instruction and training on mobile application, POS functionality, and operational process to serve customers.• Develop user-friendly job aids, training guides, flip charts, and support diagrams.• Convert 120+ franchise units from Aloha/Xenial franchise supported point of sales systems to Xenial corporate supported model• Installed network switches, access points, controllers, back-office server, kitchen display systems, bump bars and Aloha and Xenial point of sales systems. • Spearhead full-scope change management for mobile ordering implementation across all franchises.• Plan, schedule, and execute mobile ordering pilot for all franchise units.• Support digital development team by validating and providing change management service for software, pricing, mobile app, and offers releases.• Steer business transformation efforts to convert units from franchise model to ventures entity.• Directed deployment of Paylocity payroll system and associated staff transition.

San Antonio, Texas Metropolitan Area

• Delivered two multi-million dollar residential and commercial electric, solar, and gas digital meter upgrade projects.• Produced install and status reports on open orders, and entered work orders into contractors’ queue.• Purchased and maintained monthly inventory of meters, materials, and equipment.• Conducted reconciliation of monthly install bills and approved invoices for payment.• Managed $12 million dollars in inventory• Directed and managed relationship with multiple contracted vendors to install AMI meters

• Managed Mobile Change Management Team focused on preparing Corporate Operations, Communications and Units to service customers and support Whataburger’s first Mobile Application• Worked closely with General Managers and Area Manager to develop and test operational processes key to unit success • Teamed with Corporate training to deliver web based and instructor led training to unit and support staff• Designed, published and maintained job aids, quick reference guides, processes and procedures related to the Mobile Application and POS• Implemented and executed Pilot and UAT program to test new POS features and Mobile App• Briefed recommendations to Executive Management on Mobile App strengths and areas of improvement based on experience and feedback from OPS Support and Restaurant Operators• Collaborate with Fraud, Risk, Corporate Communications and Finance to ensure seamless rollout

• Lead multiple project teams to implement process, procedure and technology changes to the Mortgage Loan Process• Develop SOW, BRD, Traceability Matrix, Test Case and Test Plan documents• Analyze requirements and help identify the best solution for the business problem• Motivate and develop new team members by providing direction and training• Develop and execute project schedules, launch orchestration plan, resource plan and risk plan

• Manage all aspects of the Mexico Expansion, Finance Connect and Capital Intensive Projects• Track project status utilizing Clarity and Change Point Tools• Brief Senior Executives and VP’s on the status, risk and budget of effort during VP Reviews• Manage global team members to develop, test and deliver critical Dell systems to the customer• Facilitate complex problem solving meetings to determine root cause of software and template defects• Develop and manage project schedules, launch orchestration plan, resource plan and risk plan• Manage SOW and Contracts of external vendors

San Antonio, Texas Area

• Document, facilitate and maintain NDAs, MSAs and SOW• Utilize PPM to build project schedules• Manage multiple projects• Coordinate with vendor to upgrade batching systems of plants• Identify solution for a Fresh Procurement buying System• Build relationships with Business to better understand their needs and deliver best solution• Develop and maintain resource plans for manufacturing projects• Work with Plant Operation Leader to prepare software roadmap for Houston Bakery Plant

San Antonio, Texas

• Manage work stream in the Digital Lab that consists of approximately $6 m in projects and over 60 resources• Manage the development, testing and delivery of Board of Director, Management milestones and high profile projects (PFM, Mobile Redemptions 1&2, Mobile Wallet, Merchants Offers and SMS Billpay)• Manage the change process initiating change requests, collecting estimate of work and impact to project budget and timeline and work with Program Manager to obtain approval for change • Work with product owners to build and manage backlog• Work closely with Tech Leads and Test Leads to develop a smooth transition from Dev to Testing• Established strong relationships with business partners and executives to understand their needs; provide consultation and advice on best delivery approach. Document and manage the project road map or plan.• Strong problem solver and critical thinker• Provide input on direction of Mobile Program and Road Maps for Products• Manage Vendor Relationship including contract signing, SOW and execution of deployments• Develop and maintain a family type relationship with the immediate project team; providing opportunity for growth and cross training of additional platforms• Lead the team in all agile ceremonies, including release planning, stand-ups, retrospect and demo• Implement Mobile Storefront on m.usaa.com which led to increasing product acquisition• Utilize Waterfall and Agile Methodologies to deploy USAA Application to Membership• Mentor, coach and train team on expectations and team direction and goals• Facilitate Stand-up meetings, planning sessions, product demos and retrospect• Actively lead planning and story session to document requirements• Implemented pair programming and test driven development on the project team• Build project schedules, perform change management role and actively participate in peer reviews• Develop and maintain resource plans by providing weekly forecast reports

San Antonio, Texas

• Collaborate with CPS management to gather requirements and details about business processes • Designed Visio process maps of As-Is business processes for the AMI Project identifying process steps, resources and technologies• Developed and implemented process, procedures and policies for multiple business units • Built enterprise processes that provided resource and cost efficiency• Work together with NOC, PC Deployment, Enterprise Architecture, Networking, Unix and Windows and Basis Team to flow chart and document critical processes• Conduct a team assessment and SWOT analysis of business and technical processes used by PC Deployment, Enterprise Architecture and Service Level Management Teams• Recommend technical and business process improvements using ITIL Framework and Technical Architecture knowledge• Construct IT Service Catalog and Portfolio utilizing the ITIL Framework• Proficiently use Microsoft Visio to develop process mappings for 50+ Information Technology processes• Craft professional documents using MS Visio and Excel to illustrate a comprehensive view of services, projects and responsibilities for the ITS Department

San Antonio, Texas

• As Program Manager, manage the Enterprise Software Release Program; testing, piloting and deploying several applications during one release to global environment (24 sites, 15,000 desktops and laptops)• Complete project documents for all phases of a project: requirements, scope, estimates, budgets, project statement, project proposal, project plan, risk analysis, communication matrix, roles and responsibilities and issues logs• Perform role of Program Manager, Scrum Master and Tech Lead for XP Migration project• Facilitate stand-ups, story sessions, Release Planning, Retrospect and demos• Work with multiple vendors to understand lifecycle of their product and develop road maps for the company• Using Microsoft Project, PowerPoint and Visio applications, present regular project updates to Project Owner, Sponsor, Technical Forums, Steering Committee, Senior Management and Directors• Manage project and technical leads that performs tasks to gather requirements, provides business feedback, give input to schedule deployment dates and effectively communicate to the end-users• Facilitate project meetings across business sites in Europe, Asia and North America

• Create, edit and maintain automated test scripts using VB Script• Negotiate contracts with vendors• Reengineered Quality Assurance process to make testing more efficient• Establish product delivery dates for hardware and software• Execute functional and regression test of biometric software using QuickTest Professional and TestComplete automated test tools• Conduct detailed research and evaluation of WinRunner, Test Director and QARun automated test tools • Test biometric software and hardware using various manual and automated test techniques

• Built a Quality Assurance Department supplying it with personnel, software and hardware to execute automated and manual testing of complex software• Manage, plan, coordinate and direct quality assurance program designed to consistently release quality software in a fast paced environment• Manage employee schedules, vacation time, performance evaluations and job assignments• Establish escalation process to resolve all project issues, bugs production incidents and customer complaints• Provide over site for problem resolution• Responsible for training team to troubleshoot and repair critical software applications• Validated that software was tested and in compliance with company and industry standards• Negotiate with purchasing and external vendor to purchases software and hardware• Negotiate contracts between vendors for software applications• Perform Project Manager duties gathering requirements, write specifications, maintain person to person contact with client via telephone or conference call to determine the needs and priorities, assist in scheduling deploying and customer notification of deployments• Update Senior Executives and customers of project status using reports, presentations, telephone calls and conference calls

Ms, Cis

Bsoe, Business Management

Masters in Computer Information Systems with a Bachelor in Business Management