Patrick Daly Email & Phone Number

San Antonio, Texas Metropolitan Area

Driving strategic vision and execution of technology initiatives for UnifyCX (fka GlowTouch) through development and implementation of scalable processes and cutting-edge technology solutions that support our clients and deliver world-class customer experience.

Consultant, designer and developer of technology solutions for business clients, focusing on delivering Information and Technology (I&T) value to support the client's organizational goals.

Tempe, Az

Responsible for development and delivery of all IT services as a regional CIO in supporting all contact center operations for a geographically diverse business segment spread across four continents, along with serving in an expanded role to provide support to other regions within our business segment.

Chandler, Arizona, United States

- Responsible for all delivery of IT projects and ongoing technology services within our North America, Ireland, Southeast Asia (Malaysia, Philippines and Thailand), UK, Kenya and India (NAISAUKI) region. Primary areas of activity include design and development of technology solutions for new client engagements, ongoing production support and asset management for on-premise and at-home contact center operations, and full lifecycle management of digital solutions.- Responsibilities also include directing group strategy, leading our regional IT PMO, regional budget development and ownership following the Technology Business Management (TBM) financial analysis framework, purchasing oversight, cross-regional coordination of global client support, and evaluation and recommendation of new technology.

Chandler, Az

- Developed strategy to build competitive advantage across all IT services. Included continued development of our ITSM platform (ServiceNow), ongoing risk analysis and improvements to our contact center and data center infrastructure, and identification and positioning of new capability to improve financial efficiency. - Developed and directed our project management office (PMO), along with providing technical account management for major clients, project intake and tracking, budget development, overall governance and IT procurement.- Managed global resource teams supporting the implementation and operations of our WAN/LAN infrastructure, data warehouse, network security, telephony and call recording platforms.- Major accomplishments include directing the completion of two major strategic projects, a global SD-WAN implementation and telephony platform migration, along with driving infrastructure improvements to significantly reduce major incident occurrence and stabilize the internal team dynamic to ensure improved service levels and retention of key resources.

Tempe, Arizona

- Directed design, development, maintenance and sales support of a wide array of custom-built and commercial of-the-shelf software applications that support internal operations and customer experience programs that we operate on behalf of our clients. The portfolio included CRM, performance management, ITSM platforms, collaboration tools, desktop automation, data capture and other purpose-built applications developed within the company. - Managed a global resource pool of direct and contract employees in five countries with a variety of skillsets and levels of experience.- Worked with other executives to define strategic plans, along with developing criteria for selection of third-party IT partners and management of operational and capital budget.- Most recently directed architecture, design and development and implementation of a new keystroke monitoring solution developed by a third-party development team and transferred to our ownership. Included definition of requirements, architectural review and platform design to ensure we meet PCI and HIPAA compliance requirements.- Directed design, development and implementation of a custom staff planning solution used by our global workforce management team to build staff plans for over 300 lines of business that we manage on behalf of our clients.

Tempe, Arizona

- Managed several teams of resources in multiple countries, covering all design, development and maintenance of software for Revana, a subsidiary of TeleTech, in a very diverse range of disciplines including application development, data warehouse and data management, SAP ERP and business intelligence for internal use and direct access by our clients. Guided overall systems architecture in conjunction with senior members of my team and provided oversight and sales support for our service offering to internal and external customers.- Supported the design and creation of business solutions for potential clients, including gap analysis, scope definition, approach alternatives and high-level costing of options.- Directed design and development of our third generation CRM platform, as well as a new sales agent focused social media platform to improve customer experience for our clients to create new communication options and reduce cost of customer interaction. Included high-level project management and development of product positioning and naming documentation for both products.- Directed design and implementation of several new database and application components that work with our marketing automation platform as part of our Adaptive Engagement Engine that provided the basis for our revenue growth services.

Tempe, Arizona

- Managed team of up to 20 developers in the US and in Argentina supporting web applications, database administration and backend ERP work that provided development and support for a wide array of applications and data integration services for Revana, a subsidiary of TeleTech. Continued to serve as application architect for ongoing product development.- Designed, developed and managed implementation of two generations of our CRM platform that allowed us to provide a low-cost and quickly implemented CRM platform solution that we used support a many of our clients.- Implemented extension of local development team by adding new captive resources located in Buenos Aires, Argentina. Managed logistics of hiring, training and integrating new developers with existing resources in US. Enabled integration of new developers which allowed for completion of new development on complex web applications in less than two months.- Facilitated integration of web application layer to SAP MM/SD modules via XI middleware interfaces as part of our n-Tier architecture. Directed completion of a complex system integration with our top client’s third party product configuration system to support several hundred million dollars in annual order volume. Managed and provided development for a significant redesign and implementation of a new Electronic Direct Marketing (EDM) platform used by our four largest clients, including development of marketing requirements and translation to technical requirements implemented by a cross-functional development team.

Tempe, Arizona

- Designed, developed and maintained functionality for secure web e-commerce and sales force automation applications for existing and new clients. Functional areas of development include ColdFusion, HTML, JavaScript, XML document creation, translation and parsing, web services, cXML (Ariba) based B2B interfaces and graphic design.- Significant contributor to the design and development of a new Customer Relationship Management application that has become a featured part of the product offering for existing and new clients. Continued to serve as the subject matter expert and defined new development as an applications architect in this area.- Designed and developed new functionality to support B2B catalog punchout via Ariba's cXML standard and integrated it into an existing web-based e-commerce application. Continued to serve as the subject matter expert in this area.- Co-developed new Strategic Thinking class used as part of the Revana (fka Direct Alliance) management training program.

Chandler, Arizona

- Interviewed players, coaching staff and other team personnel as part of writing original published articles while covering the Arizona Rattlers of the Arena Football League.- Also served as editor during the 2006 and 2007 seasons, with responsibility to review and edit article submissions from other writers before posting to production. Provided feedback and guidance to new writers to help improve style and content of submitted articles.- Charter member of Arena Football League Writers Association.

Tempe, Arizona

- Managed content and development teams for Motorola Computer Group (MCG) Internet presence, including general Web site, intranet, extranets and secure applications. Also included strategic planning, content and feature scheduling, content creation (text and graphics), template and application coding for display of information on database driven sites.- Led development or made significant contributions to development of three versions of the MCG external Web site, including page and template design, database structure, graphics and code development. Led development of e-marketing initiatives for marketing programs of varying sizes and goals.

Tempe, Arizona

- Developed and maintained configuration models and user interfaces for product configurator (based on proprietary programming language created by Trilogy Development Group) that interfaced with our manufacturing system to ensure valid configurations of complex computing platforms. Developed and made ongoing improvements to internal and external delivery mechanisms, in addition to weekly update distribution and intranet site maintenance.- Primary designer and developer of an online e-commerce application used to support alternatives for product literature purchasing that realized an annual savings of $1.2 million.- Sample of other major projects completed include: Literature catalog search and maintenance; Training catalog search, online enrollment, catalog and class maintenance; Distributor design registration system.

- Managed 5-6 sales representatives, in addition to managing corporate account portfolio as an inside sales representative.- Developed and maintained reporting for sales and call handling efficiency metrics.- Increased revenue for inside phone sales unit from $50k to $500k over a six-month period.

Bse, Computer Systems Engineering

Business Strategy Certification Program, Business Administration And Management, General

Completed six-course online business strategy program that included recorded lectures, coursework and projects.

Bachelor Of Engineering - Be, Computer Engineering