Anthony Giovanniello

Experience

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  GE/Electric Insurance

  Jan 1985 - Jan 1995

  Manager - Client/Server Software Development & Technical Infrastructure

  Completed two-year Information Systems Management Program (ISMP) at GE Industrial Controls. Continued at GE Capital in Stamford, CT and finally Electric Insurance in Beverly, MA (a wholly owned GE subsidiary). During this time, promoted from a software developer, to a development lead, and ultimately, technical manager. Work Locations Included:Electric Insurance Company, Beverly MA (1990-1995) GE Capital, Stamford, CT (1987-1990) GE Industrial Controls, Charlottesville, VA (1985-1987) Show less

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  Fidelity Investments

  Jan 1995 - Jan 1996

  Director - Client Relationship Management

  Managed the relationship between five Fidelity businesses and Fidelity Systems Company. Translated business plans into technical requirements and communicated those requirements to IT senior staff. Improved customer satisfaction ratings in all businesses over an 18-month period. Developed best practice standards for service level agreements used by Fidelity Systems Company to negotiate SLA’s for all core applications.

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  GE

  Jan 1997 - Jan 2011

  Responsible for managing software product development, change/release management, and service desk support for all corporate applications including a 24X7 web presence, a nationwide network of agency applications, and workers’ compensation network supporting General Electric and its businesses. Developed comprehensive metrics to demonstrate outstanding performance in the delivery of IT services. Participated in Six Sigma/LEAN process re-design efforts to improve efficiency and effectiveness. Implemented component, database, and application real-time monitoring, improving 24X7 application availability from an average of 98.4% to 99.8%. Show less Responsible for maintenance, support and enhancement of claims, underwriting, billing, and sales applications with an additional focus on call center technology integration. Implemented Siebel-based claims application system capable of handling diverse claims across commercial lines. The application is still being used today as one of Electric’s active software products. Replaced outdated call recording equipment with a state-of-the-art call and screen recording system that allowed the company to capture and store customer call center transactions, assess the performance of call center reps, and incorporate telephony functions into the sales and service applications. Net Promoter Score improved by .5 points six months after implementation. Show less

  • Director - Production Services

    Jan 2006 - Jan 2011

  • Director - Core Application Development

    Jan 1997 - Jan 2006
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  Homesite Insurance

  Mar 2011 - Mar 2017

  Vice President - IT Core Operations

  Responsible for the operations of a 350+ person/$35M IT organization including direct oversight of software development activity (full SDLC), server and network infrastructure, devops, support services including 24x7 service desk, business relationship management, and overall IT quality and audit standards. Acted as CIO during the integration with new parent company. Aggressively reduced backlog of open requisitions, implemented strategic initiatives, as well as a joint venture project with parent company by growing an understaffed IT department. Reduced voluntary attrition rate from 11% to 3% annually. Engineered a new service desk model using ITIL best practices improving the effectiveness of the support team and reducing ticket inventories resulting in a 99.9% application availability level and significantly reduced backlog of production defects.Negotiated a 40% annual savings (over $1M) with a key vendor. Avoided $1.5M of Microsoft “true-up” charges by negotiating for the enterprise use of Microsoft desktop and server software. Instituted a proactive vendor management process which provided the ability to mentor key relationships and ensure a maximum return on investment. Implemented Agile methodologies to turn around failing claims development project that resulted in the system being delivered on time and within budget. Improved the capabilities of the IT team responsible for implementing state-specific rate changes leading to streamlined pricing products, improved rating accuracy, and a two-fold increase in Homesite’s annual rate change capacity. Show less

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  NVNA and Hospice

  Apr 2018 - Jul 2018

  Principal Consultant - Strategic Software Acquisition

  Develop RFPs for critical applications & servicesWork with CIO to develop 5-year technical strategy Evaluate technical resource allocation and recommend improvementsDevelop/refine processes to put appropriate information in front of CIO

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  FCCI Insurance Group

  Jun 2018 - Jun 2019

  Vice President - Solutions Development

  Led architecture, software development, project management and analysis for this mid-sized commercial insurer. Drove a massive effort to document and refine FCCI’s waterfall project management SDLC approach, as well as create the framework for an AGILE alternative. Created new business relationship management verticals to align IT with its business partners. The new verticals were created using existing headcount and reflected a balanced cross section of IT disciplines necessary to improve the quality of business and IT planning and execution. Show less

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  Orchid Insurance

  Jan 2020 - Jun 2020

  Principal Consultant - Program Manager

  Led the technical implementation for a reciprocal insurance exchange being newly created through a joint venture between Orchid and another insurance carrier. The effort had all the complexities of setting up a new insurance carrier and included provisions for policy servicing & administration, agency management, sales, claims processing, and general accounting.

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  Guidehouse

  Jul 2021 - Oct 2022

  Director of IT Global Service & Support

  Transformed a global support team of 60+ IT professional through core changes/improvements which included redefining the team’s mission, adopting industry standards for service desk operations, implementing a mandatory training curriculum for agents, building an equitable metrics based performance evaluation approach, and implementing telephony technology improvements that allow Guidehouse to provide automated and after-hours services to its 14k + global workforce. Reduced team headcount by 10% in first year while improving service quality. Show less

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  Motivera Search Group

  Mar 2023 - now

  Principal