Shane Woodruff Email & Phone Number

Create, manage, and enforce policy regarding technical solutions ' definition, coding, testing, auditing, and maintenance. Ensure solutions comply with all regulatory statutes and adhere to best practices.► Strategic Planning: Engage in high-level planning, virtualization, automation, and auditing to supply mission-critical, high-profile support services to multibillion-dollar companies.► Business Continuity & Disaster Recovery: Prioritize disaster recovery and business continuity efforts with CEO and COO that resulted in ability to conduct 95 percent of business operations from any location.► Regulatory Compliance: Develop and maintain policy-based solutions that meet or exceed federal, state, and industry regulations, including Sarbanes Oxley, Gramm Leach Bliley, SSAE 16 (formerly SAS 70).

Stepped in to fill Client Services leadership role after sudden departure of previous head, while simultaneously shouldering all IT-related duties. Challenged to revamp call center and client services department that lacked clearly defined roles, direction, objectives, and accountability. Boosted employee satisfaction, reduced call times, maximized resource utilization, and allowed rapid call center scalability.► Role Definition: Created two roles within department, clearly defined responsibilities of each, and implemented daily meetings. This resulted in opened communication lines, sharper focus, and less distraction.► Training: Developed instructor-led training program with trainee materials, which reduced employee onboarding from ~12 weeks to 3 weeks and dramatically improved call center consistency.► Workload & Recognition: Introduced performance metrics that equipped executive team with clearer perspective and appreciation of client services, resulting in higher morale and more accurate capacity and labor cost predictions. ► Case Management & Tracking: Implemented highly customized case management system to formally track inquiries and/or issues, resulting in better quantifying/prioritizing of workload and identification of problem trends. ► Payroll Processing Accountability & Data Integrity: Identified problems with missing or incomplete checks quickly by introducing processing checklists that created accountability.

Promoted to become trusted member of core executive management team and key driver of company's strategic direction and policy decisions. Worked collaboratively on projects with Fortune 1000 senior leadership. Played a key role in optimal contract negotiations with clients and vendors. Identified and mitigated risk across organization.► TMS Complete: Engineered, developed, and perfected new web-based application over three-year period to handle all client requirements and provide consistent framework for adding new clients. ► Infrastructure Migration: Orchestrated migration of all Microsoft Hyper-V virtual machines to VMWare vSphere 5, increasing performance fourfold and doubling fault tolerance.► ApexSQL Tools: Initiated strategic purchase of relatively unknown ApexSQL tools, which swiftly recovered from backup data that had been accidentally deleted, and sustained ROI within the first 30 days.► Third-Party Plugins: Implemented a suite of third-party plugins to develop complex quality web controls, resulting in rapid prototyping capabilities, consistent UI, and an on-track project that had previously been extended by six to eight months.► Virtual Call Center: Designed and developed interface (searchable knowledgebase) that provided client service reps with proper responses to callers' questions, which decreased training time by 75 percent and call times by 20 percent.► Case Management & Profiles: Integrated case management software into primary application for easy access of information in a fraction of the time.

Promoted to develop and manage new in-house enterprise platform, responsible for mission-critical business operations, client services, management reporting, and quality control. Engaged in rapid high-quality development, implementation, and management of SDLC. Became known as early adopter of latest tools, techniques, and technologies.► Virtualization: Became early adopter of virtualization, converting all physical machines to virtual technology. Convinced management to invest in new equipment that sustained drive failures and prevented business shutdowns.► Data Center Migration: Relocated equipment to offsite data center and implemented virtual desktops to combat problem of unreliable power and Internet utilities, thus reducing workstation costs by more than 50 percent.► Virtual PBX: Heightened professionalism and capacity of call center by introducing virtual PBX solution to replace antiquated phone system, which saved company more than $50,000 in capital costs.

Recruited upon recommendation from former client, ADP (world's largest payroll provider), to set up a new server to handle payroll calculations. Subsequently provided consultation services, assisting with Y2K, company email, and database design. Ultimately offered full-time position to develop software for a company with no website, only an AOL email address, and countless hand-written folders, files, and spreadsheets that manually tracked hundreds of severance plans.► Manual to Automated Administration: Developed Microsoft Access database that led to ability to store information on thousands of plans and generate pushbutton reports, while reducing human error by 80 percent.► Client Data Coordination & Facilitation: Created custom web portal for client that consolidated, validated, and reported data from more than 100 HR field offices, eliminating problem of delayed or never-issued payroll checks.

At age 18, started a sole proprietorship and booked high-profile clients, including Plastican (the world 's largest plastic pail manufacturer) and McDonald's. Traveled nationwide to network corporate offices with their headquarters.► Created technical solution for McDonald's that reduced cash registers' downtime, a project that was introduced at a national conference and implemented in stores nationwide.