DON SANTY

 

1542 West Allegheny Drive, Murray UT 84123 cell: 801-919-9144 email: woodmusic@live.com

 

LEADER - INFORMATION TECHNOLOGY AND BUSINESS OPERATIONS

SUMMARY AND PROFILE 

 

♦         Corporate career spanning over 20 years between American Express Co. and IBM.  Jobs encompassing diverse roles in IT Leadership and Human Resources.  Roles range from First Line Management to Executive/Director levels.  Able change agent, led technical organization through outsourcing process

♦         Dynamic and results driven IT leader experienced at leveraging broad expertise in business, technology and organizational development, pioneered LEAN principles and practices at IBM supporting American Express

♦         Accomplished, results-oriented leader with a proven record of success in leading mission critical technology organizations and initiatives, consistently resulting in improved performance, cost reduction, and improved customer satisfaction.  Realized 12 out of 12 POA scores in Employee Value Survey, subsequently tasked with leading the effort domestically, sharing best practices with colleagues’ organizations

 

CORE COMPENTICIES

♦          Business and Operations Management ♦          Call Center/Help Desk Management ♦          IT Operations Expertise	♦          Senior/Retiree Insurance Solutions Expertise ♦          Medicare, Long Term Care, Life, Annuity Expertise
♦          Quality and Performance Improvement, SLA Management	♦          Senior/Retiree Insurance Sales Leadership ♦          People Management (10-200 employees)
♦          Program and Project Management ♦          Organization Design and Development	♦          IT Executive ♦          Human Resources Expertise
♦          Budget Management ($ up to 5M) ♦          Client Relationship Management	♦          Data Management Expertise ♦          Software Development Leadership

 

CAREER HISTORY AND EXPERIENCE

 

Bankers Life and Casualty, Salt Lake City, UT                                                    

Licensed Insurance Agent / Unit Sales Supervisor

♦         Managed team of licensed agents serving the senior/retiree market

♦         Explore prospects’ needs, recommend and implement retirement financial solutions using specialty insurance products including Medicare Advantage, Supplements, Long Term Care, Life and Annuities

♦         Focus on recruiting, training and retention toward a goal of doubling Bankers staff in Salt Lake

♦         Promoted to leadership position immediately upon reaching six month chronological requirement 

 

IBM, Salt Lake City, UT                                                                                               

Technical Services Manager – Server Support

♦         Managed domestic and international (Argentina and Brazil) UNIX and Windows Server teams 24x7 to ensure successful SLA attainment and availability requirements.  Recognized by leadership in the form of IBM monetary “Bravo” awards and other awards.

♦        High profile management position in a 300 person organization. Charged with directing teams in the support of critical business systems for rapidly growing vendor storage and technology integration.  Act as technical liaison responsible for data integration, deployment and development with all major players. Responsibilities included divisional vision and strategy, stabilization of problematic architecture and processes and real time service restoration.

♦          Managed corporate IT infrastructure that included Windows and Linux Servers, EMC SAN, SQL Servers, separate Development and QA environments and production release.

♦          Integrated best practices and methodologies to facilitate the company’s remote server operation.

♦          Managed in-house and teams abroad implemented staffing plans to improve performance and agility, while maximizing availability and successful Change events.

♦          Resolved significant architecture issues, directly resulting in a dramatic increase in application availability, scalability and partner and customer retention.

♦          Studied and implemented LEAN principles introduced at IBM.  Led team responsible for migration of approximately one petabyte of American Express’ data distributed over 1,000 Windows and UNIX servers.  Familiar with EMC GRABS process and subsequent server updates and/or repair in preparation for data migration.  Successfully integrated Continuous Process Improvement to streamline the process looking at server reboot timing and position in the process.

 

 

AMERICAN EXPRESS Co., Salt Lake City, UT                                                     

Director, Service Management Reporting directly to the VP – Service Management, delivered bottom-line objectives while directing long-range strategic planning, budgets, and infrastructure. Tasked with leading communications with Fortune 500 client’s executives and technical personnel. 

♦         Responsible for the management, leadership and continuous improvement of company’s Help Desk, Server, Network, Desktop and Telephony organizations, including employee and client management.

♦         Led multiple audits with FDIC to ensure all compliance in the Centurion Bank organization.

♦         Realized 12 out of 12 Point of Arrival scores in companywide employee survey, subsequently traveled to other sites to share best practices.

♦         Served as Executive Sponsor of local chapter of American Express Diversity group.

 

Manager, Program Office

♦         Designed, developed and managed a Program Management Office (PMO) for a Fortune 500 company.

♦         Worked closely with company’s regional vice presidents, directors to create and achieve performance targets for SLC location.

♦         Implemented software development methodology (Method/1) across software development organization.

♦         Prepared the program management strategy as well as the business and technology plans for the company and the company’s clients.

♦         Managed staff of Project Managers assigned to software development projects.

 

Human Resources Generalist - Operations

♦         Provided HR Support to the Operations Services team supporting all facets of Human Resources including; Employee Relations, Staff Additions and Reductions, Training, Relocation packages

♦         Consulted with Senior Business Leaders regarding organization design, staffing, recruiting,               relationship management

♦         Designed and implemented compensation strategies which provided the groundwork for the assimilation of Centurion Bank into the Travel Related Services organization.

♦         Served as Technology liaison within the Human Resource team to provide HR support to IT Executive Team

 

Various positions held at American Express Co. - 

Accounting Clerk, Team Lead, Lead Operator, Data Entry Supervisor, Data Processing Supervisor

 

Attended Mohawk Valley Community College, Houghton College, All Under Grad English credits completed through Syracuse University