Richard Backus Email & Phone Number

Basel, Baselstadt, Ch

Basel, Baselstadt, Ch

Basel, Baselstadt, Ch

Basel, Baselstadt, Ch

Primary liaison and conduit between GIS and supported global Functions for all IT infrastructure-related requirements and initiatives. Established and maintain strong relationships between GIS, Vendors, SIMs (Site Infrastructure Managers), IT Site Heads, and Business Partners which allows the various parties to provide, in a collaborative fashion, the IT services and operations required to maintain business readiness. Serve an IT infrastructure governance role to ensure that local SIMs and customers were aware of, and adhering to, GIS IT infrastructure processes and standards. Contribute to global/regional infrastructure projects and continuous improvement initiatives, as needed, while supporting day-to-day operations. Work closely with the Operations Customer Partners (OCPs), Strategic Customer Partners (SCPs), other Operations Managers (OMs), global Service Line managers, and Business Application IT peers to understand and respond to both long-term and short-term business goals and strategies.Act as the key escalation point of critical/major incidents impacting customer sites (globally).Established key partnering relationships with SIMs, IT Site Leadership, IT managers, application engineers, service lines, vendors, and Business IT colleagues to ensure that required IT operations infrastructure meet current and future needs.Proactively involved in strategic discussions and meetings to represent GIS offerings in order to ensure the customer is aware of effective solutions and capabilities.Coordinated infrastructure and application teams, as well as service providers, for service delivery through participation and support of an environment which fostered high-performing collaborative teams.Interact with Demand Consumption Managers, Global GIS Finance teams, and SIMs in P*Q discussions in order to ensure the successful meeting of quarterly PxQ submissions and annual budget deadlines.

San Mateo, Ca, Us

Managed the day-to-day administration and maintenance of the corporate IDC, call center, and service desk operations, including 16 employees and consultants, as well as all corporate websites and landing pages, which included client server support, ongoing tactical and CMS operations, and the coordination of activities between customers and staff.Oversaw administrative matters for the IT department. This included overseeing, directing, preparing, and submitting the departmental $1.5M budget for approval, instituting and directing operational planning and forecasting, identifying primary goals and key measurements, and overseeing the development of internal controls for major programs. This also included managing technology expense and capital budgets, evaluating technology needs, conducting cost and productivity analyses and determining the potential utility of new technologies and trends for the company. Provided strategy, leadership, direction, and oversight to the operations function of the technology organization, ensuring that activities are in-line with the company’s mission and long-term objectives.Provided key technical support, leadership, and project management in the development and execution of custom technical projects and critical initiatives.Formulated information security policies and procedures, ensuring compliance with Payment Card Industry Data Security Standards (PCI DSS). Oversaw information security for the organization, specifically maintenance of PCI compliance.Liaised between users and IT during critical initiative development efforts from concept to implementation including: initiation, development, modification of business requirements (for IT-related projects), project planning, testing, implementation, and completion. Reported project status to senior leadership as required.Minimized organizational cost by managing IT vendors to ensure optimal service and pricing, and product standardization and tracking.

New York, Ny, Us

Managed operations of IT Department, including 11 employees and consultants, and development of all technology and system solutions.Created new strategic options and technology applications to increase visibility in the marketplace and support the CIO in achieving strategic business plans.Designed, developed, implemented and enforced desktop security policies, procedures, documentation, and standard configurations. Oversaw the audit of desktop security practices and department operations and performance to mitigate risks, meet company standards, and exceed customer service expectations. Directed the design, implementation, execution, and maintenance of new/upgraded CMS, CRM, Financial, FIM, and Call Center systems to meet the needs of the organization via well-defined plans and accountability.Created and maintained operating and capital budgets.Supervised the creation, maintenance, and enforcement of disaster recovery and business continuity plans, written change management policies, and information security plans, policies, procedures and audits regarding all computer operations in the IT department and throughout the corporation. Evaluated new equipment, software, and processes continuously, recommending changes as appropriate, and supervised their installation.Maintained security of all data proprietary to the organization and provided for the complete backup of all computer systems in case of system failure or disaster.Directed, planned, organized, and controlled all security activities of the IT Department to ensure the effective, efficient, and secure operation of all technical systems.Managed all phases of IT project development and management, including establishing deliverables, timelines and budgets, for the corporate relocation, multiple datacenter migrations, PCI compliance, MSGP integration, and corporate website redesign projects.

New York, Ny, Us

Administered the technical operations of enterprise computing: internal and web-based applications, e-mail, data and voice networks, servers and desktops, mobile computing and remote connectivity. Maintained, audited, and updated security policies and procedures where needed.Worked closely with the Vice President of Information Technology in developing, maintaining, and testing the Business Continuity and Disaster Recovery Plans.Reduced telecommunication expenses by researching, selecting and implementing more cost effective telecommunication services: updated phone lines, leased lines, data lines, ACD, fax servers, VPU, and IVR.Managed the operations of the IT Helpdesk to service and support staff by updating and maintaining all desktop/laptop equipment and software, including operating system patches and software upgrades.Protected corporate technology assets including data, source code, documentation and equipment by proposing and implementing solutions, including policies, procedures, hardware and software.Maintained existing servers and network equipment, including performance and capacity planning.Managed the back-up and recovery services of all technology/server/networking equipment.

Us

Supervised day-to-day operations of help desk and technical support staff in NY and 4 satellite offices. Managed the entire desktop and laptop computer systems infrastructure, providing a secure, efficient desktop and laptop environment to allow the business to maintain a high level of productivity.Benchmarked, analyzed, reported on, and made recommendations for the improvement of the enterprise desktop environment in support of the company’s mission and core objectives.Managed User Account Services to ensure that appropriate processes and procedures were developed and followed for audit purposes and efficient employee on-boarding and termination. Primary liaison between IT Operations and the Business. Promoted and supported relationships and communication channels to foster effective working operations. Improved quality and responsiveness of support services by focusing on continuous improvement of interaction and service between end users and support staff.Reviewed help desk operations, software, and user needs. Forwarded recommendations regarding enhancements and potential operational improvements to senior staff.

Us

Provided primary support for all local users, and remote locations (3), on all technology matters.Significantly reduced system downtime and improved worker productivity by resolving helpdesk issues within the allotted and expected response time.Created and maintained an asset inventory of all computer hardware, software, and peripherals.Investigated faults, user problems, and other requests for support and/or information and took the most appropriate actions in order to reach a satisfactory resolution. Ensured that all work was carried out and documented in accordance with required standards and procedures.

Us

Analytical lead for sales and marketing departments. Developed and monitored sales and revenue forecasts, maintained sales and financial reports and monitored financial results of new product launches. Automated existing sales and financial reports accordingly. Created a database that maintained relevant corporate sales and financial information. Established relevant metrics to measure key performance factors (trends in acquisition, retention, and lost business).Analyzed existing client data to uncover trends in purchasing behavior and product preference.Worked closely with the Sales and Marketing departments to inform them of current and potential trends to raise the awareness of new and/or enhanced sales opportunities.

Masters Of Science, Information Systems

Bachelor Of Arts (B.A.), Political Science With A Minor In Business Administration