DAWN MARIE GRAHAM

Simi Valley, CA. 93063 dawnm.graham@sbcglobal.net (805) 822-9655

PROFESSIONAL PROFILE
A proven, high-energy business executive in Information Technology with more than 20 years of progressive experience exemplified by successful assignments in operations, sales and technology. An inspiring leader, who thrives in a dynamic, fast paced environment with the intellectual agility to prioritize and make decisions in challenging, difficult situations. A visionary, who creates a competitive advantage by leveraging technology with innovative solutions and approaches; key qualifications include: Growth and Expansion Strategies Outsourcing, On/Off Shore Development Contract Negotiation/Technology Acquisition Organizational Design and Development Structured ITIL and Quality Processes and Procedures Mobile Application Experience New Systems Development and Delivery, Agile/Scrum Methodologies, include PHP LAMP Strategic Planning/Technology Architecture International Technology Deployments Cloud Computing SaaS: Email, CRM, eLearning Selection and retention of Talented, Loyal IT Professionals

EXPERIENCE CYDCOR, INC Westlake Village, California CIO, VICE PRESIDENT INFORMATION TECHNOLOGY

2008-Present

The key executive charged with leveraging technology investments to achieve the vision of becoming a Global leader in outsourced sales for, ATT, Verizon, DirectTV, Staples, Walmart, Best Buy, Barnes Noble, Intuit, SunRun Solar, with a multichannel sales and marketing workforce of more than 3500 professionals across the United States and Canada. Responsible for the following functions: Enterprise Architecture, Engineering, Information Services, Application Development, Data Center Operations, IT Service Desk and Information Security.

Achievements:
Created an IT strategic plan linked to the business strategy, identified momentum initiatives for incremental growth and breakthrough initiatives for blockbuster growth and expanded the company application portfolio with IT capabilities contributing to a sales increase of 20% Using AGILE/SCRUM methodology, developed a Leads Mapping System integrated into Siebel CRM reducing administrative time for sales management by 300% and increasing lead penetration rate by 15% Built a Business Intelligence Capability with a Data Warehouse which moved the enterprise from spreadsheets to Information based Dashboards by delivering end user self- service tools reducing analysis elapsed time from weeks to hours Transformed external communication processes with LAMP technology for web portal positioning the company to achieve SEO objectives Mobilized POS order management module in legacy ERP system, leveraging iPads, which boosted sales representative productivity and increased orders placed by 25% Centralized, simplified and standardized infrastructure using virtualization technology. Established ITIL service management framework to facilitate the delivery of high quality IT services across the enterprise Established IT governance to align leadership in the use of IT assets and prioritization of activities focusing resources on the achievement of company goals and reduced consulting spend over 75%

Organized IT talent as a strategic resource and expanded competencies with a blended approach of outsourcing, off shoring and cloud computing increasing the overall value of the IT function

KARL STORZ ENDOSCOPY AMERICA Culver City, California SENIOR DIRECTOR, TECHNOLOGY SERVICES

2006- 2008

The Information Technology leader responsible for directing the design, development, implementation and support of Technology systems and services for North America;

Achievements:
Championed portal collaboration technology based on Share Point providing document management, content management, enterprise search and workflow for business processes Led design, development and implementation of the wireless Sales Mobility Bundle with online training and Portal access to SAP. This solution improved customer responsiveness and selling time. Directed Avaya VoIP deployment across the North America Region. Solution provided call center automation improving agent productivity and order processing. Envisioned and directed the Business Continuity Plan with a command and control architecture. An unexpected disaster tested the plan and business operations sustained no material impact. Championed Service Management initiative and implemented ITIL compliant processes which improved end user satisfaction by 30%. Developed infrastructure back-up technology throughout North America reducing production time by 40% and mean time between failures by 200%. Established standard Storage Area Network with redundancy and failover capability. Managed the Disaster Recovery program and reduced critical system failover time from 15 hours to 3 hours.

FEDEX KINKOS, INC., CORPORATE OFFICES Ventura, California VICE PRESIDENT, TECHNOLOGY

1993- 2005 2000- 2005

The Senior Executive responsible for directing the successful integration and quality of technology solutions for Kinkos. Commissioned to leverage and manage the intellectual capital, specifically the strategic technical knowledge, needed to transform Kinkos business from the analog economy to the new digital economy. Chief Fiduciary responsibility for $36M budget and 150+ co-workers;

Achievements:
Led IT Strategic and Operating planning process. Identified the key IT strategic levers of Optimizing Application portfolio, Simplifying Infrastructure and Expanding the IT workforce fix. Expanded solutions for commercial and retail through on-line channels, customized corporate document solutions and in-store products responsible for $200M revenue Built next Generation POS integrating order management to payment process Outlined the FedEx IT integration strategy and built the business case for a $15M investment to consolidate California Operations into Dallas and Memphis. Formulated a system migration plan using data replication between Storage Area Networks over the WAN. Outlined ROI for enterprise Telecommunications. Established an audit capability which identified over $4M in vendor overcharges. Successfully negotiated LEC agreements reducing operating costs by 20%. Formulated a multiyear plan which expanded capabilities and doubled capacity while reducing annual costs by $4M. Improved the IT Risk Management and Security profile by: Developing ISO 17799 and SOX compliant policies; Establishing layered security architecture; Creating a cross functional SWAT team; Fostering relationships with law enforcement agencies leading to the capture of fugitives from justice and threats to national security.

Created a Center of Digital Excellence, creating a competitive advantage in the print industry by reducing the requirement to maintain technical resources in 1200 distributed locations. Established technology development methodology, i.e. 3D (Define, Develop, Deploy) Negotiated 1st outsourcing agreement and successfully migrated the help desk operations

DIRECTOR, TECHNOLOGY SERVICES Achievements:

1993 - 2000

Directed hardware and software integration, project management, support, training, and implementation of the following initiatives to 1000+ Kinkos branch offices: NT servers with smart switch routers and back office computer, Corporate Intranet, Branch Management Workbench and Mobility systems, Corporate messaging system and ISDN Internet access Developed and managed quality processes to optimize organizational effectiveness; recognized as semifinalist in RIT Quality Cup st Established Kinkos 1 24/7 support operation with ACD technology Implemented $30M POS network across 700+ branch locations, project completed seven months ahead of schedule, resulted in $1.2M project savings

IBM CORPORATION RETAIL INDUSTRY MARKETING REPRESENTATIVE

1985 - 1993

U.S. Marketing, Retail Store Systems Division, Los Angeles, California; clients included Lucky Stores, Safeway Stores, Alpha Beta, Thrifty Drug, Big Five and Kinkos. Achievements: st Integrated the 1 POS EFT Implementation on IBM 4680 Exceeded $5M first year sales revenue, grew to $20M sales revenue per year Piloted Electronic shelf tag technology for grocery industry

MANUFACTURING SPECIALIST
General Products Division, Printed Circuit Business Operations, Tucson, Arizona Achievements: Developed and maintained manufacturing certification program for Robotics test systems, Test engineering procedures and Quality Control standards Certified vendor Soletron in San Jose, CA. Subsequent winner of Malcolm Baldridge award Reengineered manufacturing test processes resulting in 35% increase productivity

MILITARY EXPERIENCE
U.S. ARMY, Signal Corps GCA Radar Technician, Non-commissioned Officer E-5 Basic Non-Commission Officers Leadership Training Course Good Conduct Medal Soldier of the Month Fort Rucker, Alabama 1979

1978 - 1983

EDUCATION
Bachelor of Science, Business Management, Pepperdine, Honors (Magna cum Laude) Associate of Applied Science, Electronic Technology, Cochise College, AZ. (GPA 4.0)