LETTER OF INTRODUCTION

----------------------
I am seeking either a contract or full time position and I am available immediat
ely.
My professional career exhibits a record of strong achievement and significant c
ontributions. I am a versatile professional who is innovative, well organized,
detail oriented and able to multi-task in dynamic, fast-paced environments. Thro
ughout my career, I have provided business consulting, service management and pr
ogram / project management services, established and managed Information Technol
ogy departments, domestic and international projects, and sizeable software/syst
ems development projects. I directed IT operations and teams in both multi-unit
and multi-national environments in a variety of industries. I managed the client
relationships in both the domestic and international companies with stakeholder
s at all levels of management.
At many of the companies I have worked for, I have been recognized for my docume
ntation skills in many different areas developing and documenting Standard Oper
ating Procedures (SOPs), business processes, business requirements for projects,
user documentation, Statements of Work (SOWs), Proposals / Requests For Proposa
ls (RFPs), Requests For Information (RFIs), responses to RFPS and RFIs, Quality
Control Procedures, and various types of contracts.
In addition to many years in account management and program / project delivery,
I have expertise in ITIL Service Management, which is concerned with delivering
and supporting services such as Incident Management/Service Desk, Vendor Managem
ent, Change Management, Problem Management, Configuration Management, etc.,, tha
t are appropriate to the business requirements of an organization.
I had the opportunity to complete a 40 lesson course and seminar on Customer Car
e much of which I have put into daily practice.
My objective is to work with a dynamic company who offers the opportunity to suc
cessfully manage business initiatives where I can contribute to the overall succ
ess of a company, their clients and help build customer intimacy.
I would welcome any opportunity to speak with you regarding any position with yo
ur firm where my qualifications are a match.
Thank you and very best regards,
Ben Theisen
RESUME
------
Disciplined, goal-oriented professional with extensive management and consulting
experience in operations and Information Technology (IT) strategic systems plan
ning and implementation, systems and application development, migration / integr
ation, management of corporate and affiliate business IT units, service manageme
nt, project management, business and IT operations and infrastructure, and deliv
ery of associated services. Diverse industry background and involvement in domes
tic and multinational corporations with demonstrated accomplishments in deliveri
ng solutions, and in directing, implementing and supporting multiple concurrent
initiatives. Advocate of continuous improvement with a focus on company goals an
d objectives and customer intimacy.
COMPETENCIES
* Program & Project Management * Customer Relationship Management (
CRM) Systems
* Security ID Card Access Control Systems / CCTV Integration * High-level C
ustomer Care and Relationship Building
* Business & IT Infrastructure / Service Management Processes * Capability Mat
urity Model (CMM)
* Business & IT Systems Planning & Solutions / Migrations / Integrations * In
formation Technology Infrastructure Library (ITIL)
* IT Corporate, Division & Department Management * Standards, Process and P
rocedures Development
PROFESSIONAL EXPERIENCE
Consulting while looking for Florida position/engagements Feb 2009 Cur
rent
Assisted local company with project scheduling; managed government sector for ou
t-of-state company by researching, finding and responding to Requests For Propos
als (RFPs); assisted a central Florida company with responses to state governmen
t RFP.
ADT Security Services Advanced Integration Division / Security Services & Techno
logies Jun 2008 Jan 2009
Project Manager
Responsible for sales support, planning, resource scheduling, managing and repo
rting on the implementation of integrated security ID Card Access Control System
(ACS) / CCTV projects for the Memorial Health Systems six campuses throughout s
outh Florida.
Developed, scheduled, supported, coached and managed the daily operations of th
e local installation and service teams.
Aquent, LLC Jan 2008 Apr 2008
Project Manager - Consultant
Three month assignment with General Motors Latin American, South Africa and Mid
dle East (LAAM) Division.
Assisted with vendor selection for hosting regional Customer Relationship Manag
ement (CRM) Database and Lead Management systems.
Coordinated the collection of data and interface requirements from nine (9) cou
ntries.
Worked with business and legal departments to develop a Master Service Contract
comprised of forty-one (41) various Standards (SDP 10.2 and ITIL), Business and
System Requirements, and Statement of Work (SOW) documents, including all assoc
iated exhibits and attachments.
Coordinated and helped facilitate regional meetings and conducted conference ca
lls with country CRM representatives and the selected CRM vendor.
Harvest Solutions, LLC, Miramar, FL Mar 2007 Sep 2007
Manager of Professional Services
Consulting and training firm specializing in Customer Relationship Management (C
RM) applications.
Responsible for building and managing the professional services side of the bus
iness and delivery of Salesforce.com projects for start-up operations in Florida
.
Coordinated, scheduled, supported and managed the daily efforts of joint projec
t teams following the Agile methodology clients, company consultants, software/
technical engineers and developers in Florida, Chicago and New Hampshire as nece
ssary for engagements.
Built and fostered excellent relationships and successful engagements with clie
nts and the sales team through education and application of project and professi
onal services methodologies and best practices for managing change, business pro
cesses and project deployment.
Assisted sales team and corporate office with forecasting, budgeting, proposals
and provided timely and accurate reports as required.
Matrix Systems, Inc., Fort Lauderdale, FL Jan 20
02 Dec 2006
Regional Coordinator East Coast and Latin American Regions
Leading manufacturer and integrator of ID Card Security Access Control Systems (
ACS) based in Dayton, OH
 Responsible for operations, customer relations, and service agreements along wi
th their associated service and support in all east coast states and for the gro
wing operations in Latin America.
Assisted with the internal company design, set-up, configuration, population an
d training of an Adapt Customer Relationship Management (CRM) application to ena
ble sales force automation and to track, maintain and report on areas such as cu
rrent and historical sales, forecasting, accounts, contacts, opportunities, proj
ects, customer service operations, service level agreements/contracts/licensing,
and develop a solutions knowledgebase.
Assumed progressive management responsibility for the planning, scheduling and
management of, at one point, 42 concurrent installations, conversions, migration
s/upgrades and support of multi-million dollar ID Card Access Control systems wi
th integrated capabilities including Biometrics, Digital Video Recording, Photo
ID Badges, Visitor Management, Guard Tour, Closed Circuit Television (CCTV) Cont
rol, Human Resource (HR) solutions, and Infant Abduction and Fire Systems annunc
iation. Industries supported: airports, hospitals and healthcare organizations,
colleges, industrial plants, manufacturing and retail operations.
Successfully developed and implemented a pilot program to establish regional st
ructure and control of operations.
Developed, scheduled, supported, coached and managed the daily operations of th
e regional Customer Care Team (CCT).
Consistently provided regional reports, project reports, budgets, and region gr
owth plans and projections.
Developed and managed relationships and the associated contracts needed to set-
up companies as resellers and affiliates for sales, project sub-contractor insta
llations and to provide customer service as needed.
Project Manager Florida
Responsible for sales support, planning, resource scheduling and managing the i
mplementation of integrated security ID Card Access Control System (ACS) / CCTV
projects for new and existing customers in Florida.
Assumed responsibility for a $5M+ New Security System (NSS) upgrade project at
Miami International Airport (MIA) to install security subsystem and CCTV equipme
nt and upgrade the ACS systems to allow further expansion of the airports securi
ty and CCTV systems.
Managed 23 concurrent ACS/CCTV projects for new installations and software, har
dware and subsystem upgrades/conversions/migrations of existing systems.
Developed, reviewed and approved various project-related contracts and document
s such as Project Manuals, Project Plans, Project Schedules, Change Control Requ
ests/Management, AIA documentation, Specifications and Drawings, Contractor/Sub-
contractor Agreements, responses to RFIs/RFPs, Operations & Maintenance Agreemen
ts, Service Agreements, Software Escrow Agreements and internal documents.
Cambridge Technology Partners, Inc., - Miami Office
Jun 1999 Nov 2000
Solution Partner IT Strategy (ITS) Group
Information technology consulting and services firm based in Cambridge, MA.
Implemented balanced business and IT Strategy Infrastructure/Service Management
solutions to meet client implementation objectives and future support of subseq
uent business plans.
Co-developed processes for delivery of cross-project internal and client-facing
business and IT initiatives.
Developed and maintained IT Strategy and Service Management methodology/guideli
nes (ITIL).
Managed senior level client relationships through add-on business: the subseque
nt design, development, testing, implementation and support of business and IT i
nfrastructure engagements.
Area Service Line Lead (Southeast & Central U.S.) / Program Manager, Cambridge A
pplication Management Services (CAMS)
Responsible for service line support of sales and marketing initiatives, and pr
ogram/project management and delivery of CAMS services - business and IT infrast
ructure organizations, strategies, process/tool assessments, subsequent design,
development and implementation phases, and post production support.
Delivered a balanced business / IT service and support model for an eCommerce p
roducts and services web implementation that resulted in a best-in-class IT infr
astructure for a major Canadian communications company.
Managed business/IT initiatives including, assessments, designs, implementation
s, operations evaluations, change management functions and process reviews.
Prepared and maintained client presentations, client proposals, statements of w
ork, transformation plans, project plans, application support plans, business an
d IT process documentation, assessment reports, RFIs/RFPs, and required interna
l documentation.
Citibank International, Latin American Consumer Bank Technology Office, Fort Lau
derdale, FL Mar 1996 Nov 1998
Assistant Vice President
Responsible for managing Latin American Consumer Bank Technology Office (LACB-T
O) regional and country-specific technology projects as both Regional and LACB-T
O Project Manager for multiple system integration/migration programs implemented
in South America using Agile methodologies.
Provided overall management to Citibank Colombia and Brazil for the corporate-s
ponsored project to implement Economic Monetary Union (E.M.U.) capability into t
he Regional Front End (RFS) product.
Organized and maintained all project documentation according to Corporate Techn
ology Framework (CTF), LACB-TO and Capability Maturity Model (CMM) standards, pr
ocesses and procedures.
Provided assistance and direction to Citibank Colombia for Continuity of Busine
ss (COB) and Year 2000 projects.
Chaired and participated in process improvement and Process Action Team (PAT) c
ommittees.
B.A.T. Associates, Inc. Sep 1994 Feb 1996, Dec 1998 Apr 1999
, Feb 2001 Nov 2001
President
Provided IT consulting, IT Service Management, Project Management, and operatio
ns / management consulting services to pharmaceutical, conference management, so
ftware/systems development and network industry clients.
IVAX Corporation, Miami, FL. Apr 1989 Aug
1994
Corporate Vice President - Information Systems Division (ISD)
Directed the enterprise-wide efforts of the Information Systems Division (ISD)
of a rapidly growing $1.2B public pharmaceutical holding company.
Managed a $10.7M budget and 46 personnel, through six divisions and four corpor
ate directors and managers.
Formed the Information Systems Division that provided the corporate structure t
o support the companys dynamic expansion, a forum for business and ISD strategic
planning and change management, and the ability to share resources between comp
anies.
Established and chaired both an ISD Steering Committee and an IS Managers Counc
il that focused on strategic and tactical planning.
Following Agile methods, managed the reviews and subsequent integration/migrati
on of systems acquired through purchase, merger or acquisition.
Completed productivity improvement program for a pharmaceutical manufacturing a
nd distribution subsidiary; total savings realized was estimated at $1M.
Prior employment (shown in brief below) included progressive management position
s in telemarketing, contractor distribution, wholesale/retail and security opera
tions.
Tele-Quote, Inc., Dania, FL., Director of Information Systems
Jun 1988 Feb 1989
Responsible for the Information Systems Department and all resources required fo
r the ongoing development and support of a large tele-marketing operation.
Bowen Shoe Company, Inc., Fort Lauderdale, FL., Director of Information Systems
Dec 1982 Apr 1988
Responsible for the development of an Information Systems Department and managem
ent of a full conversion from manual to automated systems.
Davidson Lumber Company, Miami, FL., Manager of Information Systems Oct
1979 Nov 1982
Responsible for the development of an Information Systems Department and the aut
omation of selected manual applications.
EDUCATION
* Bachelors Business and Information Technology - Barry University
* Certified Practitioner Salesforce.com CRM
* Attended additional business educational courses and seminars on management, s
ystems analysis and design, eCommerce, Siebel eCRM, Broadvision, PowerPoint, con
tinuity planning, regulatory and compliance issues, security and audit, Electron
ic Data Interchange (EDI), electronic document management and imaging, and docum
entation methods.
* Trained in the Software Engineering Institute Capability Maturity Model (CMM)
* Certified Practitioner Information Technology Infrastructure Library (ITIL)
- IT Service Management, Service Management Assessments, Service Level Managemen
t and Change Management
* Joanna Brandi The Lady of Customer Care - 40 Lesson Course and one half-day s
eminar on Customer Care
* How to Win Government Contracts Seminar International Association of U.S. Gov
ernment Contractors (IA U.S. CG)
TECHNICAL
* Managed and performed strategic business and IT planning, assessments, design,
development, implementations and conversions in the following platform and appl
ication environments:
- Access Control Systems Frontier Enterprise, Essentials and Imageworks; Guard
Draw; Adapt CRM
- Salesforce.com CRM, Clarify, Siebel, Remedy, Broadvision, Interwoven, Vignette
, NT 4.0, Microsoft Site-server/Commerce Edition
- LAN, WAN, client and Web/server networks running eCommerce applications, Elect
ronic Data Interchange (EDI), Electronic Document Management (EDM), Imaging, Art
ificial Intelligent Records Administration, business/manufacturing packages: MAC
OLA and REALWORLD; IBM-compatible / Novell client/server development environment
s; DEC/Unix client/server development environment using Windows-NT, Oracle, C, a
nd C++
- IBM AS400s client/server environments running IMREX, custom-developed EDI, tel
emarketing and sales force automation programs, JD Edwards and CHEMPAX applicati
ons; IBM 4331/RS6000 with PICK/370 OS - custom business applications
- HP9000/IBM RS6000 running Datalogix applications; DEC VAX 4000 running CINCOM:
CONTROL applications; Honeywell/ULTIMATE running ALCHEMIST applications; Microda
ta Sequel running EDGE telemarketing and sales force applications
* Professional tools: Microsoft Office 2007, Windows XP and Vista
AFFILIATIONS
* Member - Project Management Institute (PMI)
* Member - Data Processing Management Association (DPMA) 1981-1994; held all off
ices; served on board of directors.
Served as Committee Member - State of Florida, Dept. of