Kevin Mcnamara Email & Phone Number

Chester, Nh, Us

Chester, Nh, Us

Andover, Ma, Us

Burlington, Massachusetts, Us

Leader of IT Service Delivery 35 member team $10m annual operating budget focused on Program Management, Business Analysis, Application Development, and Client Services in order to enable the Keurig Business Unit of Green Mountain Coffee Roasters, Inc. in the following areas: Finance & Supply Chain Management, Customer Relationship Management, Engineering, Quality and Contract Manufacturing, and Sales Execution including eCommerce with the following key accomplishments:• Established a comprehensive career path for Business Analyst role based on BABOK guidelines to increase service delivery quality and user adoption of IT solutions.• Executed an application strategy and initiative roadmap to improve Product Quality and Reliability to 95% of brewers in service at 24 months in collaboration Quality Engineering and our Contract manufacturing partners & component suppliers.• Define critical program strategies targeting the future state of Enterprise processes, Application Architecture, and Partner integration related to growing/supporting the business during a high growth period that required functional consolidations / business process outsourcing & change leadership.

Burlington, Massachusetts, Us

IST leader within the Keurig Business Unit with the following key accomplishments:• Led 18 month / $6 million IST Program to replace the Keurig, Inc. Infrastructure and Business Systems (ERP, CRM, eCommerce, Business Intelligence, and HRIS) from an outsourced model to the Corporate infrastructure and applications portfolio achieving scale and capacity to support our growth to a $4 billion dollar corporation.• Designed and delivered a 12 month Agile program of 3 releases that produced a custom data acquisition platform for our Quality and Chinese Contract Manufacturing partners to measure MTTF, create critical component traceability, and built predictive data models with Microsoft Business Intelligence technologies to reduce product defects by 10% realizing a cost savings of $10 million in the first year.• Managed relationship and service levels at the C-level with our business process outsourced vendors for Logistics and Contract Manufacturing to ensure governance, risk, and compliance policies are in force.

Burlington, Massachusetts, Us

Leader of IT Service Delivery 5 member team $3m annual operating budget focused on Program Management, Business Analysis, Application Development, and Client Services with the following key accomplishments:• Migrated application infrastructure to Tier 1 hosting facility to support growth of Keurig and relocated the corporate HQ to a new location.• Updated the Siebel CRM system from version 6 to 7.7 to accommodate a 40% growth in lead revenue, 50% growth in consumer interactions, and KPI dashboards related to product quality and reliability.• Implemented a Service Delivery group comprised of Business Analysts and Project Managers using BABOK and PMI methodologies to increase time to value, quality, and relevancy of IST business solutions for mega processes such as Order to Cash, Procure to Pay, and Plan to Produce to realize $3 million in 1st year savings in our Supply Chain area.

Burlington, Massachusetts, Us

Business and Solution Architect/Developer for ERP, CRM, and Business Intelligence capability while also managing outsourced infrastructure and application vendor relationships with the following key accomplishments:• Lead solution architect and business analyst on Program to launch our Consumer Direct channel that included: Keurig.com eCommerce platform, Consumer Sales & Support solutions (Siebel), Business Intelligence solutions (Microsoft, Cognos, Business Objects), ERP (Great Plains) and business process outsourced solutions for Fulfillment and Warehouse Management.• Lead solution architect and business analyst to launch the Retail channel featuring a fully integrated 3rd party Order Management & logistics partner, an outsourced Customer Service & Support center, outsourced Order Fulfillment and related hosted infrastructure; all allowing Keurig to execute its penetration strategy and drive the business growth year over year 100+% for the first 5 years.• Managed infrastructure operations to include outsourced hosting solutions, business application vendor support, and partner IT relationships for business process outsourcing.

Technical Consultant role for Fortune 100 customers implementing or improving the Siebel CRM Enterprise solution with the following key accomplishments:• Program managed new Siebel 7.2 Sales Force Automation / Leads Management solution for the Asia Pacific Sales Teams (5 countries multi-lingual) for Unisphere Networks (now Juniper Networks)• For Geotel Communications (now Cisco Systems), defined and implemented a technical mentoring program to train KMPG/Cap Gemini Consultants on how to deploy and configure Carrier level VOIP solutions to reduce project backlog by 40%.• For Extraprise, recovered for Pitney Bowes a failed implementation of Siebel Marketing 7.2 by providing technical review, design, and development.• For Extraprise, implemented Siebel Marketing 7.2 technical requirements for Rational Software, a division of IBM.

Performed Enterprise Architect and Developer role(s) for Mid-Market customers in a variety of industries implementing or improving integrated CRM/ERP solutions for Call Center, Field Service, and Sales & Marketing organizations using Oracle's Siebel and Microsoft's ERP offerings with the following key accomplishments:• Defined the initial B2B ERP/CRM architecture for Keurig, Inc. leveraging hosted infrastructure to deliver an integrated CRM/ERP solution to scale business processes, drive revenue by increasing the B2B close ratio on leads to 35%, and improved product reliability via insight reporting.• Maintained a client portfolio of $1.5 million providing implementation services, management consulting, and program management.

Palo Alto, Ca, Us

Relationship manage stakeholders within Compaq Corporation's (now HP) pre-sales B2B Call Center in a co-source model to ensure SLAs are met via accurate staffing models, call pattern analysis, quality of customer experience, and cost management with the following key accomplishments:• Managed SLA for 8 consecutive quarters above expectations for a 300 seat, 1 million calls per year contact center • Developed needed agent and management training programs to improve quality and retention• Participated in a Siebel upgrade project as a Subject Matter Expert with Anderson Consulting

Business Administration Graduate Certificate, Information Technology

Certificate, Business Analysis, Business Process Improvement

Certificate, Management

Bachelor Of Science, Information Technology