Mainframe Management

Cloud Based Applications

Data/Telephony Infrastructure

Transportation Systems

Contact Center Management

Outsourcing Strategies

Airlines

Contract Negotiations

Strategic Planning

Strategic Partnerships

Railroads

Business Process Design

Bus Transportation

Application Portfolio Management

E-Commerce

Site Selection

Intermodal Transportation

Disaster Recovery

 

·  Engaged by private equity investor (Kohlberg LLC) to perform due diligence at Coach America preceding the buyout from Stagecoach International.

·  Led the initiative to select logistics software for Coach America and identified internal champions to team with regional and local staffs to implement 27 standardized instances of the systems serving 35 locations that was successfully completed on time and within budget in 26 months.

·  Assumed direct management of the back-office (shared services) billing and payroll processing for a division of Coach America and brought the department into compliance with new and existing US labor laws.

·  Managed corporate software portfolio, vendor contracting, vendor relationships and strategic business/technology roadmaps at the department level and at the comprehensive corporate level.

SUNSET LOGISTICS              April 2013 - Present

Information Systems

§         Lead the development of the overall Information Systems strategy (short term, immediate, and long term) with a focus on hosted, co-location and cloud based solutions.

§         Negotiate, implement and manage vendor contracts with a focus on Cloud based services.

§         Directly manage struggling projects to support growing business needs.

Santé Pediatrics              2012 – 2013

Vice President Business Operations

§         Developed and implemented new Business Processes for the Revenue Cycle Management, Procure to Pay and Close to Reporting processes. This involved updates and changes to technology and business processes for Intake, Scheduling, Reimbursement, and Accounting departments.

§         Verify and develop KPIs (Key Performance Indicators) for organizational management.

§         Developed technology portfolio documents and related presentation material to articulate technology strategy for pending equity event.

 

ken.wilkinson75231@gmail.com = 817-781-8491 = Page 2

Coach America               2003-2011

Vice President CIO, Vice President Shared Services

§   Created an IT staff model and handled recruiting for technical development and support staff.

§   Executed and managed vendor contracts for a growing number of outsourcing opportunities.

§   Initiated location-specific logistics systems, business processes, and scorecards.

§   Developed and managed organizational technology roadmaps and corporate software portfolio.

§   Established and led an Audit and Compliance department to address regulatory compliance and internal controls to ensure adherence to specific business processes and best practices.

§   Managed “shared services” that included payroll, billing, cash receipts, and bank reconciliation.

 

Concentra Health Services              2000-2003

Vice President CTO – Em3

§   Crafted and implemented data and telephony technology strategies for Em3 service offerings.

§   Hired, organized and mentored more than 25 technology development and support staff.

§   Defined organizational processes and procedures.

§   Managed negotiation and management of outsourcing and vendor contracts.

ACS Retail Solutions              1998-2000

Vice President Information Technology

§   Headed a 200 member staff of software development, customer service, customer relationship management, internal IS, and office personnel for a division of ACS that provided point-of-sale related technology products and services; performed project engagements and installations in support of contracts valued at $20M+.

§   Managed a 24/7 Contact Center that assisted more than 6,000 C-stores nationwide.

Greyhound Lines Inc.              1994-1998

Vice President CIO, Information Technology Services

§   Developed and communicated strategic direction and execution of technology systems and services; managed operations for a 500+-staff customer services and information call centers.

§  Managed and advanced the applications portfolio for the organization.

§  Presented proposals for software development and systems operations, gaining approval from the board of directors.

§  Negotiated and managed outsourcing and vendor contracts, including the call center CBA (Collective Bargaining Agreement).

§  Managed three Contact Centers for Reservations and Customer Information (Omaha, Dallas, and Tucson).

American Airlines              1984-1994

Managing Director, Advanced Development Resources

§  Managed software engineering/systems integration lab.

§  Managed testing and implementation of airport systems.

§  Managed software development for crew based applications.

Degrees:                            MBA, Southern Methodist University Cox School of Business, Dallas, TX

                            BA, Business Administration and Management, Columbia Pacific University

Certifications &               Computer Science, Metropolitan State College, Denver, CO

Other Education:              Finance for Non-Financial Managers, U of V, Darden Graduate School of Business Balance Scorecard              Balanced Scorecard Institute

Ken Wilkinson, MBA– Introduction and Cover Letter

By way in introduction, I am Ken Wilkinson, I live in Lewisville TX.  I have had a unique career serving mostly in the Transportation, Healthcare and Hospitality market sectors, managing many aspects of Information Technology (Development, Implementation, Support, Sales) and direct operational responsibility for Payroll, and Back-Office Processing (medical billing, collections, vendor relationships and intake).  After leaving Coach America, with nine years of service (Coach America filed for bankruptcy in January 3^rd 2012) I have been working in the Healthcare Industry, with a focus to improve business processes, technology use and process improvement as the business grows.

Significant Career Accomplishments:

·         Successfully implemented 27 location specific logistics systems. This implementation was implemented to support 34 market locations for Coach America and they were delivered on time and within budget over a 2 year period.  This development and training the business processes to maximize the new technology.

·         Implemented and integrated a data and telephony strategy (AVAYA/ MPLS/ VoIP) to address identified business needs for sales (local and de-centralized), dispatch, collections and basic telephone service to the office staff.

·         Reduced the back-office and intake operations costs by 20% while improving overall production. This was done by introducing defined processes and metrics of expected quantities by position.  This feedback resulted in some unique data, now posted and published (a one-to-end list) for each individual – along with quality and quintiles expected throughput weekly for staff to see.

·         Developed and managed the integration lab for American Airlines to test and certify premised based equipment (90% focused on airport technology for both public and internal facing products) defining suitability in multiple airport venues and produced documentation for location, location use model, business processes and support structures. At the time, this was the most sophisticated airport technology in the marketplace.

·         Lead an engagement to deliver a quick turnaround work product for private equity partner that required an assessment of the IT infrastructure, risk management issues associated with the total technology footprint, support and development with a 2 year budget and technology roadmap for the acquisition target accompanied with a business services transfer plan.

·         Developed a top rated executive management KPI reporting via a data warehouse using Oracle’s OBIEE at Coach America. This was implemented within 18 months providing reliable data for managing the entire business (backward looking trends and forward looking forecasts).

 

Thank you for your time, and I hope to have the opportunity to discuss your current and future management staffing needs with you.

 

Sincerely,

Ken Wilkinson

Ken.Wilkinson75231@gmail.com 

817-781-8491

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