IT Financial Transparency Program Lead & VP IT Rationalization and Optimization Center @ KeyBank
VP & Manager, Enterprise Reliability and Continual Service Improvement @ KeyBank
Nearly twenty years of financial services and technology experience with a specialization in driving the strategy and execution for critical enterprise-wide IT initiatives. Led the program to deliver financial transparency for KeyBank's technology spend and to establish the Technology Business Management (TBM) tools and processes. Prior to that, led the efforts to improve the reliability of KeyBank's
Nearly twenty years of financial services and technology experience with a specialization in driving the strategy and execution for critical enterprise-wide IT initiatives. Led the program to deliver financial transparency for KeyBank's technology spend and to establish the Technology Business Management (TBM) tools and processes. Prior to that, led the efforts to improve the reliability of KeyBank's top applications, supporting systems, and to operationalize the Availability Management processes and metrics. I leverage a strong ITIL and operations background combined with a solid statistical and project management foundation. I believe that my success comes from the emphasis I place on relationship-building, quantitative decision-making, and effective change management.
My range of experience spans line of business, (as an IT consumer), and technology, (in the delivery of technical support, infrastructure, and enterprise optimization processes). This gives me an exceptionally comprehensive, balanced, and insightful perspective. In addition, my experiences leveraging statistics, with IT service management, and with program management have given me the expertise with which to develop strategy and drive execution in a manner that is fact-based, efficient, and sustainable.
Proven skills include: IT Financial Management, TBM, Apptio, Availability Management, Continual Service Improvement, business case, business strategy, call center, consolidations, consulting, cost control, computer telephony integration, customer relations, ITIL, leadership, management, modeling, networking, presentation skills, process engineering, production, project management, quality, reporting, research, sales, vision.
Senior Solutions Consultant @ Apptio is the leading provider of cloud-based Technology Business Management (TBM) software that helps CIOs manage the business of IT. Apptio's suite of applications uses business analytics to provide facts and insights about technology cost, value, and quality so IT leaders can make faster, data-driven decisions. From January 2015 to Present (10 months) Central RegionIT Financial Transparency Program Lead & VP IT Rationalization and Optimization Center @ Leading the effort to improve IT Financial Transparency at Key and to deploy the TBM tools and processes. From May 2013 to January 2015 (1 year 9 months) Cleveland/Akron, Ohio AreaVP & Manager, Enterprise Reliability and Continual Service Improvement @ Leading the program to improve the reliability of our most critical applications and to shorten the time it takes to recover from a technology incident
Serving as process lead for the Availability Management process in accordance to ITIL best practices
Developing and socializing comprehensive process health metrics for processes supporting availability
Evangelizing the culture, mindset, and processes of availability at all levels of the organization From September 2010 to May 2013 (2 years 9 months) Service Level Management @ Managing the Service Level Agreements, enterprise-wide, facilitating fact-based conversations between Key's Lines of Business' and the Information Technology providers that support them. From July 2009 to November 2010 (1 year 5 months) Manager, Communication Services @ Supporting telephony infrastructure for Call Centers, campus and branch locations
Managing telco and technology vendor relationships to improve quality, value added, and cost
Managing support team responsible for telephony changes and for swift resolution of incidents
Serving as liaison between Call Center LOB and Enterprise Network services
Producing reporting and detailed analysis of Enterprise Network Services quality metrics
Served as process design resource for Incident and Problem phases of the ITSM project From September 2007 to July 2009 (1 year 11 months) Manager, Call Center Strategic Implementation @ Represented Call Center-specific functional requirements and executed Client Experience Desktop (Siebel) Call Center deployment in collaboration with KTS and CSG partners
Created and executed communication plan to build support for CE Desktop at all levels of Call Center leadership in order to increase user adoption, and to drive the cultural and process changes critical to Key's Client Experience vision
Guided the strategy and execution of our outsourced Call Center partnership From November 2006 to September 2007 (11 months) Manager, Call Center Telephony and Application Support @ Managed a team of ten individuals responsible for client-side, 24 by 7 support of call routing, automated Voice Response Units (VRUs), Computer-Telephony Integration (CTI), as well as over 60 sales and service desktop applications for ten call centers receiving nearly 20 million calls annually
Served as technical owner for the Call Centers' relationship with Situation Management for swift problem/outage resolution and with Problem Management for technology risk mitigation
Served as liaison between client's business objectives and the KTS technical resources
Developed and championed the technology strategy for Call Center LOB. Lobbied for funding to support this strategy. Created supporting business case and cost justification presentations From October 2003 to November 2006 (3 years 2 months) Project Manager, Call Center Support @ Executed a variety of technology and business projects affecting call centers, including Voice Response Units (VRU) and Computer-Telephony Integration (CTI) deployments, process enhancements, and organization changes/consolidations.
Developed and refined process tools for use by the Project Management team From July 2002 to October 2003 (1 year 4 months) Analyst III, Team Leader, Workforce Management @ Developed, monitored, and continuously improved forecast methodology used by the Workforce Management team to create long and short-term forecasts to optimize staffing spend
Served as internal consultant, analyzed existing and proposed business strategies and processes with special focus on cost/benefit quantification and cost reduction opportunities From September 1997 to April 2002 (4 years 8 months) Senior Research Assistant @ Analyzed regional and national economic trends and reported on results in Fed publications
Developed and coded new applications for statistical modeling. Emphasis on Inflation and Prices with in depth work on efficient estimators of core inflation. Results published in National Bureau of Economic Research working paper series. From June 1995 to September 1997 (2 years 4 months)
Bachelor of Arts, Double Major, Economics and Psychology @ Baldwin Wallace College From 1991 to 1995 Rod Wiggins is skilled in: Call Center, Process Engineering, CTI, Business Case, ITIL, Research, Siebel, Business Strategy, Integration, IT Strategy, Outsourcing, Leadership, Management, Project Management, Change Management, Data Center, Call Centers, Business Analysis, Disaster Recovery, Banking, Vendor Management, Process Improvement, Risk Management
Looking for a different
Get an email address for anyone on LinkedIn with the ContactOut Chrome extension