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Connect with me: tim (at) dowlingweb.com I am a visionary and passionate technology executive with a broad technical background who transforms IT into an efficient offering with secure enterprise-wide infrastructure. I’m also a business growth expert who scales companies while optimizing IT cost structure. I have also partnered with various private, public and state businesses offering executive level consultations and engagements covering overall IT leadership and governance to industry specific security initiatives.I am currently at Humana leading their enterprise telecommunication platforms consisting of 60k plus end users located across 57 domestic locations, as well as supporting external BPO partners and Contact Center technology operations.At Advanced Call Center Technologies, I realized greater than $10M in efficiency gains by executing improvements to the call center. I also supported organizational sales growth of 100% while maintaining IT costs. I led multiple cybersecurity and data protection initiatives to ensure company and client safety.While at AssuraMed, I reduced costs and enabled organizational growth by scaling technology and leading the opening of additional facilities. What sets me apart is that I have strong business acumen coupled with deep technical expertise - I develop efficient and effective technology solutions to whatever challenge I am presented with. I’m a motivational supervisor with an engaging presence who leads by example and shares the corporate vision, and acts as a trusted advisor to the executive team.Key Competencies: ► Technology: Cybersecurity and Planning | Sales & BPO/Call Center Technology | ERP Implementations & Upgrades | Cloud Services and Migration |Application Development & Deployment |Data and & Voice Infrastructure | Data Center Planning |Technical Documentation | Systems Integration & Deployment | Business Continuity Planning | Disaster Recovery | Best Practice Methodologies | Remote Worker Technology | Technology Scaling | IVR & Predictive Dialing Systems | Cloud Services and Migration► Sales & Operations: Offshore & Vendor Agreements | Cost Reductions | Workforce Optimization | Reporting► Leadership: Strategic Planning & Vision | Team Development | SAFe Agile | Profit & Loss | Project Management | Policy & Procedure Development | Budgeting | Relationship Management | Employee Development | Coaching & Mentoring
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Chief Information OfficerMccarthy, Burgess & Wolff Apr 2024 - PresentBedford Heights, Ohio, UsMB&W has grown to be one of the largest collection agencies in the U.S., having collected more than $1 Billion for our clients over the last decade. Our drive and exceptional personnel, along with proven strategies and technologies, have increased portfolio liquidations and brought peace of mind to our clientele. -
Director, Telecom & Contact Center TechnologyHumana Apr 2020 - Mar 2024Louisville, Kentucky, UsThe principal Technology Leader for the enterprise telephony technology platform, overseeing end-to-end integration, operations and support of the telephony and contact center components supporting the effective and efficient delivery of telecommunication services across the country.▪ Transitioned team into SAFe Agile way of working, aligning cross-functional teams around a product-based model, reducing time to implement by 30%, while driving business value.▪ Instituted a program of modernization by migrating from single channel On-Premises solution to Genesys cloud-based Omnichannel SaaS, achieving overall net savings of $43M after three years across all channels.▪ Performed BPO validation and assessments against stated SLAs and provided requirements, ensuring protection of Humana member experience; developed BPO onboarding processes, conducting joint business / BPO reviews.▪ Drove business decisions through enhanced analytics via creation of real time monitoring, operational and performance dashboards, and reporting through aggregation of disparate data sources.▪ Enhanced ticket ingestion and triage process to accelerate troubleshooting and root cause research, minimizing impacts.▪ Created standardized intake and governance structure and process with key IT, Business, and vendor stakeholders, ensuring strategic alignment across organization -
Chief Information OfficerAdvanced Call Center Technologies Jan 2013 - Jul 2019Berwyn, Pa, UsPrivately held provider of outsourced business processes with 15 locations and 7,000+ employees, with clients including Fortune 25 organizations.Led the information technology team with 80+ members supporting 7000+ global users. Managed strategic planning initiatives, M&A due diligence, vendor negotiations, client relationships, and technology refresh. Optimized global data centers.► Realized >$10M in efficiency gains by executing call center improvements. Implemented multi-channel systems, AI, and desktop monitoring. Reduced overall onboarding costs through advanced call analytics software. Lowered exposure to fraudulent activity through desktop recording software and reports. Replaced traditional platforms with open source options. Consolidated leadership roles and automated back-end processing and reporting. ► Supported organizational sales growth of 100% over six-year period while maintaining IT costs. Served as technical and security discussion lead in prospect meetings. Optimized technology utilization, led contract negotiations, and oversaw structural changes within allocated budget. Facilitated scaling of organization by opening new offshore sites and expanding existing facilities.► Ensured company and client safety by leading cybersecurity and data protection initiatives. Led IT staff through PCI-DSS Level 1, ISO, GDPR, and HIPPA certifications and over 25 client security assessments annually. Converted single MPLS connected sites to a multiple carrier, fully redundant MPLS & Internet DS3 solution.► Areas of Expertise:• Offshore Agreements• Vendor Management• Data/Voice Infrastructures• Strategic Planning• Team Development• Contact Center Leadership• Profit & Loss• Project Management• Policy & Procedure Development• Budgeting• Security: HIPAA / CISSP• Systems Integration and Deployment• Relationship Management• Business Continuity Planning• Best Practice Methodologies -
Director Of Technology & InfrastructureAssuramed Jun 2011 - Jan 2013Twinsburg, Oh, UsProvider of home-delivered, disposable medical supplies with nine locations and 1,200 employees. Recruited to lead 25 direct reports to drive operational excellence across support groups, while reducing costs for medical sales facility. Led technical direction and vision for IT and contact center teams.► Reduced labor costs $400K annually by planning and deploying Avaya IVR system.► Saved $50K annually in training costs by sourcing and installing call and screen recording solution. Attained 15% increase in quality scores and reduced training time 60%, from five to two weeks.► Enabled organizational growth by scaling technology and leading opening of additional call centers. Implemented and supported back-end Oracle ERP system to support daily sales efforts.► Facilitated revenue growth and customer retention by implementing predictive dialing programs. Oversaw scaling of technology as company grew 33% from 2011 to 2013. -
Vice President Information TechnologyAdvanced Call Center Technologies Apr 2007 - Jun 2011Berwyn, Pa, UsPrivately held provider of outsourced business processes with 8 locations and 4,000+ employees. Provided operational planning, vendor/client contract negotiations, software/hardware procurement planning, IT compliance, and technical documentation. Oversaw three director-level reports with 60 indirect reports in support of 4,000 corporate users. Led enterprise upgrades for Exchange 2013, Hosted Exchange, Oracle, and Hosted Dialer.► Supported organizational growth of 100% over four-year period by scaling technology and by leading opening of three new facilities and expansion of two existing facilities.► Achieved 7% increase in EBITDA with no increase in IT spend year-over-year. ► Ensured IT security for clients and organization by leading staff through PCI, ISO 27002 certifications, and security audits. Devised architecture for storage area networks and off-site recovery system.
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Director, Enterprise Systems & SupportLesco, Inc Jun 2002 - Apr 2007UsSupplier of lawn care and golf course products with 342 locations and 1,100 employees.; acquired by John Deere.Managed daily IT operations including networking, ERP support, help desk and call center. Evaluated new technologies and oversaw strategic operational planning. Oversaw 20 direct reports during growth period.► Facilitated growth from 150 to 342 locations by directing installation, configuration and maintenance of real time POS system which handled over three million daily transactions.► Achieved $1.7M in cost savings by leading conversion to MPLS-based network.► Increased warehouse efficiency by recommending and installing RFID systems.► Responsibilities: • AS400, PBX and Network Operations• Support Operations• Help Desk Operations & Call Center• Hardware and Software Procurement• Hardware and Software Installation & Conversions• Evaluate New and Emerging Technologies• Direct a Staff of 14• Direct all Strategic Operational Planning for IT• Strategic Planning for Cost reduction and efficiency • Prioritize and Control Projects• Vendor Relationships, Negotiations and Pricing• Set, Manage and Monitor IT SLA• SOX Compliance -
Network ManagerOrius Corporation 2001 - 2002
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Corporate Systems AdministratorA. Schulman, Inc. 1999 - 2001Houston, Texas, Us -
Systems Administrator | Network AnalystEaton Corporation 1995 - 1999Dublin, Ireland, Ie
Timothy Dowling Skills
Timothy Dowling Education Details
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Franklin UniversityCybersecurity -
Franklin UniversityCyber/Computer Forensics And Counterterrorism
Frequently Asked Questions about Timothy Dowling
What company does Timothy Dowling work for?
Timothy Dowling works for Mccarthy, Burgess & Wolff
What is Timothy Dowling's role at the current company?
Timothy Dowling's current role is Chief Information Officer.
What is Timothy Dowling's email address?
Timothy Dowling's email address is td****@****ana.com
What is Timothy Dowling's direct phone number?
Timothy Dowling's direct phone number is +142392*****
What schools did Timothy Dowling attend?
Timothy Dowling attended Franklin University, Franklin University.
What skills is Timothy Dowling known for?
Timothy Dowling has skills like Vendor Management, Leadership, Process Improvement, Security, Management, Crm, Project Management, Networking, Information Technology, Business Intelligence, Strategic Planning, Program Management.
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