Jim Knutson Email & Phone Number

Green Bay, Wisconsin, Us

Member of CIO Operations & Technology Leadership Team responsible for delivering high quality, cost-effective and customer-focused business value of IT Service Management functions, including: Strategy, Enterprise & Technical Architecture, Infrastructure Management & Engineering, End User Computing, 24/7 Operations, IT Service Desk, and Field Engineering teams. Led and managed teams consisting of seven managers, 115 employees and 5 contract resources. Key accomplishments include:• Delivered seamless Covid-19 Enterprise response to ensure continued business operation within 2 days and sustained for several years.• Developed and executed an IT Service Management (ITSM) tool upgrade/implementation including business case development, Executive approval, project structure and organizational change management to establish a technology foundation for the future addressing internal efficiency and Audit exposure• Implemented Hyper-Converged Infrastructure (HCI) and virtualization strategy to deliver cost savings, efficiency, and flexibility• Delivered superior financial results with favorable variances annually on ~$40M operating expense plan• Delivered quality and efficiency via implementation of standards for proactive monitoring and automation• Expanded organizational mobility and device flexibility by enabling virtual and shared desktop solutions• Directed successful execution of critical technology projects supporting the enterprise, including: o Implemented Microsoft O365 – Exchange, Teams, SharePoint Online, OneDrive, Mobile, Power, etc.o Core Network Upgrade delivering a complete replacement and re-engineering of network infrastructureo Network Security Redesign and implementation of a ‘Simple, Manageable and Secure’ architectureo Cisco ASA to Cisco Firepower Threat Defense (FTD) firewall replacement

Madison, Wi, Us

Member of IT Leadership Team responsible for delivering high quality, cost-effective and customer-focused business value of IT Service Management functions, including: Strategy, Planning & Technical Architecture, Engineering & Design and Administration & Operations teams. Led and managed teams consisting of 5 managers, 165 employees and 50 contract resources. Key accomplishments include:• Developed and executed an ITSM Strategic Plan including business case development, Executive approval, project structure and organizational change management to establish a technology foundation for the future• Implemented converged infrastructure and virtualization strategy to deliver cost savings, efficiency and flexibility• Drove implementation of a private cloud multi-datacenter strategy to enable delivery of high availability services and expanded business resiliency/disaster recovery capabilities with no increase in annual corporate expense• Delivered Superior financial results with favorable variance of $1.5M on $40M operating expense plan (3.7%)• Improved organizational agility via implementation of customer-focused Service Delivery Teams and DevOps operating model to increase focus, quality and ability to meet critical customer expectations

Madison, Wi, Us

Member of the IT Service Management team responsible for leading and managing the following functions: Customer Service Operations, End User Computing, Application Hosting Operations, Datacenter Planning, Network & Security Operations and Production Control & Scheduling. Led and managed teams consisting of 7 managers, 90 employees and 10 contract resources.Key accomplishments include:• Initiated development of ITSM Strategic Plan, Roadmap and Strategic Intent frameworks • Delivered Superior financial results with favorable variance of $600K on $44M operating expense plan (1.4%)• Directed successful execution of critical technology projects supporting the enterprise, including: o Computer Room Upgrade to modernize infrastructure and performance of each locationo Storage Refresh delivered expanded performance, capacity and technology capabilitieso Server build improvements to virtualize, standardize and shorten provision time• Implemented organizational changes to improve efficiency and roadmaps to deliver continuous improvement • Established monthly processes to review operational, budget and project portfolio performance• Implemented IT Service Desk changes resulting in cost reductions and improvements in call center metrics• Expanded Incident/Problem Management processes, quality, metrics reporting and trend analysis• Improved communication capabilities for projects, changes, incidents, quality and service results.

Jacksonville, Fl, Us

• Provided 24/7 leadership and direction for Enterprise Service Delivery across groups and business units, including a team of 4 direct and 8 matrix-managed managers, 90 direct and 80 matrix-managed employees, and 30 contract resources• Delivered financial results with favorable variance of $1M on $30M operating expense plan (3.3%)• Responsible for over 90 highly integrated applications and product suites across all technology platforms • Functioned as service delivery gatekeeper of the production environment to deliver high quality, client satisfaction, continuous improvement, cost effectiveness, organizational teamwork and collaboration• Ensured compliance with product development methodology, application architecture, service continuity, quality and performance reporting standards across the organization• Managed activities to improve and expand business performance, including: datacenter consolidations, mergers, acquisitions and product integration activities• Developed and implemented Corporate Governance for Enterprise Service Delivery policy, standards, and functions, improving company-wide consistency and performance by 15%• Established a Service Delivery Quality Index process creating focus that reduced production client impact by 50% and increased customer satisfaction from 7.5 to 8.1• Drove a 10% reduction of client impact issues through improved project delivery (PMO) and change management processes for risk, quality measures and implementation gate expectations• Matured ITIL capabilities related to incident, problem, change, configuration, and release management – yielding improvement of 12% in key metric achievement• Responsible for oversight of internal and external audit activities, contract negotiations, service level agreements, change management reviews and critical corporate initiatives.

Us

• Responsible for 24/7 management of four geographically dispersed datacenters with a team of 10 direct managers and 350 employees ensuring quality service delivery to clients, end users and internal business units • Delivered financial results with favorable variance of $1.5M on $29M operating expense plan (5.2%)• Directed $5M project to renovate datacenter infrastructure and physical security within timeline and budget • Led the integration of acquired datacenters into existing datacenter infrastructure to expand company revenue, increase processing capabilities and reduce costs• Delivered savings of $1M per year over 5 years through renegotiation of Business Continuity contract• Led Process Improvement Committee to deliver improvements in quality, change and incident management processes, yielding 17% reduction in change-related client impacts.

Us

• Responsible for 24/7 management of two datacenters with a team of 8 direct managers and 125 employees ensuring quality service delivery to clients, end users and internal business units • Delivered financial results with favorable variance of $500K on $5M operating expense plan (10%)• Implemented an additional production datacenter, new scheduling system and operational High Performance Environment – increasing efficiency and reducing costs by 15%• Improved quality and application processing by 24% for customers during month-end and holidays• Led quality and operational improvement task forces delivering a 20% reduction in processing impacts • Re-engineered and implemented enterprise customer support processes and procedures.

Us

• Responsible for 3 direct managers and 25 employees including all product/application development, project management, implementation and support activities for the Customer Relationship Management product suite and its highly complex integrations within the Integrated Banking System (IBS)• Reduced cost, increased billable revenue and improved efficiency by 10-15% annually through product roadmap management, system planning, automation and collaboration with users and customer base• Developed and implemented company-wide Change Management initiative in nine month effort• Drove efficiency by developing a framework to implement products in both ASP and license software delivery channels with a common code line, utilizing standards for development methodology and PMO disciplines• Implemented and converted 400 clients to the new Customer Information System product within timeline (13 months of 18 month plan) and 8% under budget• Coordinated version upgrades and interface development between critical IBS products and platforms while expanding product features and reducing support costs by 18%• Created and managed business case development and implementation of new products.

Leadership Development Programs

Leadership Development Programs

Cio Institute

Professional Training, Management Development Program

Bba, Management Computer Systems