Rob Keeton

Experience

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  Verizon

  Jun 1991 - Nov 1997

  Project Manager

  Managed design and implementation of “Winback” campaign management processes requiring: DB2, Sybase, Redbrick, SQL/Server, UNIX, Cobol, Focus, and Cold FusionLed senior executive interviews to gain an understanding of Decision Support requirements, and performed technology coaching

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  Electronic Data Systems

  Nov 1997 - Apr 2001

  IT Manager

  GMAC Mortgage Account - CRM and Web support:Responsible for managing IT team supporting Customer Retention, Ancillary Product Cross sell, and corporate internet & intranet maintenance/enhancements.

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  Vanguard

  Jan 2001 - Jan 2004

  Senior Project Manager

  Formed Requirements Center of Excellence and aligned team on Process Modeling standards, Use Cases for capturing requirements and User Centered Design for UI design. Managed the IT/client relationship with senior portfolio managers to complete the analysis and design of a new consolidated Fixed Income Trading system

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  GMAC ResCap

  Apr 2004 - Aug 2008

  Vice President / BIO – GMAC Mortgage Marketing Technology

  Led implementation and support of the following new and re-platformed applications: Consumer-facing websites (gmacmortgage.com, ditech.com, Loan Officer Web Portal, & Private-Label Servicing sites, Enterprise Customer Repository (Marketing data mart), Business Intelligence & Reporting infrastructure, Integrated Cross-sell platform, Caller Information Application (CRM application with CTI integration)Oversight for three development teams that were primarily coding in a Java and Oracle environment. Additional technologies included DataStage ETL, PL/SQL, Business Objects, J2EE, Struts, Hibernate, Weblogic, Tomcat, and others. Show less

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  Ally

  Sept 2008 - Sept 2011

  Senior IT Leader

  Ally Enterprise lead for CRM, Cross-Sell, and Database Marketing technology for Auto Finance, Banking, and Mortgage lines of businessLed implementation of Marketing Analytics, Intelligent Cross-Sell integration, and email Marketing platformsManaged Consumer-facing Mortgage websites, Marketing data mart, Integrated Cross-sell platform, CRM application with CTI integration

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  GMAC ResCap

  Oct 2011 - Jan 2013

  Business Information Officer - Customer Facing Platforms

  - Responsible for new development and production support of Mortgage Consumer eCommerce (gmacmortgage.com) and Imaging/Document Management platforms.- eCommerce projects included implementation of Online Sales Fulfillment, Loan Modification, and On-line Bill-pay capabilities to enhance customer self-service and drive improved customer satisfaction.- Led Document Management program to drive operational efficiency via Enterprise Content Management and automated Document-based Workflow capabilities. Show less

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  Ditech Mortgage Corp

  Feb 2013 - Apr 2015

  Business Information Officer - Lending Technology

  Business Relationship Manager responsible for application portfolios and overall technology support of Marketing, Consumer Direct Sales center, Retail Originations, and Correspondent Lending business units.Directed a diverse team of employees, onsite and offshore contractors, and vendor partners to enhance, maintain, and ensure high availability of Ditech’s Consumer and Correspondent lending applications.Implemented Velocify Lead Management and Customer Relationship Management applicationLed a team of 60+ employees and contract staff to implement and support Enterprise Platforms post GMAC divestiture: - eCommerce / Web platforms - Corporate Intranet - Marketing Platform - Imaging Platform - Data Warehouse - Integration Services - Managed File Transfer and SOA - Quality Assurance - Automated Regression testing, Performance/Load Testing, QA repository, etc. - Release Management - Business Applications Production Support team Show less

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  Comcast

  Apr 2015 - May 2021

  Executive Director

  Led implementation of ServiceNow Scoped application to govern requests and manage Comcast product, package, and promotion launches. Conducted Requirements Workshops and drove collaboration among 30 stakeholder groups to align on workflow design & requirements. Documented future-state processes, form mock-ups, and user stories. Managed solution implementation consisting of custom tables, forms, workflows, notifications, reports & dashboards, user groups & roles. Developed and delivered system training and managed rollout to ~500 users.Led automation program integrating ServiceNow Scoped Application with PowerApps and Alteryx to simplify and automate offer management activities performed by 100+ member Go-to-Market team. Trained and mentored newly assembled team on Scrum & Agile to mature delivery capabilities resulting in a predictable release cadence with high defect containment. Leveraged ServiceNow to manage Releases, Sprints, and Stories, tracking sprint progress in Visual Task Boards.Oversaw offer implementation and maintenance for Digital-enabled sales channels – up to 10,000 offer touches per month with 99.5% accuracy. Leveraged ServiceNow Incident Management to track, escalate, and resolve offer issues. Show less

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  InSource, Inc

  Apr 2022 - now

  Solution Consultant

  Strategic Solution Architecture & Design for clients leveraging ServiceNow to manage their IT practices. Engage with external customers to provide guidance and design proposed solutions in IT Service Management, Customer Service Management, and Strategic Portfolio Management, lead workshops to elicit detailed requirements, configure, test, and train on solutions.