TJ Ernsdorff, MSIS

Experience

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  CyCare Sytems Inc.

  Feb 1993 - Dec 1994

  Development Programmer
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  University of Iowa Hospitals and Clinics

  Dec 1994 - Jan 1997

  Project Analyst

  - Develop and maintain Managed Care Contract System utilizing CICS, IMS DB, PL/1, JCL and PCS in an MVS environment.- Consult with users, gather requirements and develop viable solutions for their requests.- Aid management in training new employees.

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  Triple I

  Jan 1997 - Feb 1998

  System Engineer

  System Engineer (Programmer/Analyst) working on a contract basis providing IT solutions for various companies in the Kansas City area.

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  American Century Investments

  Feb 1998 - Nov 2008

  Customer Support Center Manager/Programmer Analyst/Specialist

  - Executed change initiatives through team-restructuring and procedural modifications that led to an increase in efficiency and first call resolution by 20%- Accountable for a $1MM departmental budget; successfully achieved departmental goals within budgetary constraints by streamlining the resource management process and cross-training key employees - Guided the strategic direction for a new content management solution by conducting an investigative review and providing the accepted recommendation to the Senior IT Management Team- Interfaced with department managers to identify key IT needs and to implement the appropriate software and support- Developed a systematic problem solving and problem tracking method that allowed for prompt issue resolution and key reporting that helped identify issue patterns that needed to be addressed - Motivated employees by building a trusting environment, providing challenging work, making each individual responsible for the team’s results and providing opportunities for growth and promotion- Chosen as the Project Management Trainer for 100 American Century team members from the finance, human resource and information technology departments- Designed both build and buy requirements for product RFPs of value greater than $400,000 and led the selection process by balancing needs requirements versus available resources- Collaborated with a 25 person inter-departmental team to develop and execute the appropriate tactical steps leading to a new Time and Labor solution; project completed ahead of schedule - Integrated and managed post-integration support for external vendor packages including ADP, Kronos and PeopleSoft Show less

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  Vangent, Inc.

  Dec 2009 - Sept 2010

  Census Supervisor/Operation Representative
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  24 Hour Fitness

  Sept 2010 - Feb 2012

  Customer Service Representative
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  Lexmark Enterprise Software

  Sept 2010 - Sept 2015

  Led and expanded international support operations, overseeing multiple sites, managing regional supervisors, setting KPIs, and ensuring financial and operational efficiency across Europe and APAC.▪ Scaled operations from 1 site with 9 employees to 4 sites with 50+ multilingual staff across Europe, introducing multiple support levels to enhance service delivery.▪ Developed and implemented KPIs for the support team, increased customer CSAT from 85% to 96%, decreased TTR by 27%, and increased FCR (First Call Resolution) from 42% to 73% by ensuring consistent alignment with customer expectations.▪ Trained and mentored managers across Europe and APAC, strengthening leadership skills and improving team management effectiveness.▪ Obtained a managerial effectiveness rating of 4.9 out of 5.0 across the region. Show less

  • Manager, Enterprise Software

    Dec 2014 - Sept 2015

  • EMEA Manager of Global Support Services

    Mar 2012 - Dec 2014

  • Manager of Product Support, Database Services

    Sept 2010 - Mar 2012
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  Yellow

  Sept 2015 - Dec 2022

  Promoted to lead digital transformation and ecosystem modernization by managing enterprise-wide technology initiatives, overseeing Agile product delivery, optimizing platform efficiency, and ensuring seamless integration of digital solutions to drive business impact. Led team of 32 and managed $3M budget.▪ Led the consolidation of five websites into a single platform, collaborating with DevOps to streamline operations and achieve nearly $250K in cost savings.▪ Drove enterprise-wide alignment by leading the "One Yellow" initiative, unifying applications and systems across the Enterprise Application team. Show less Led Shared Services technical team supporting HR, Payroll, Finance, Revenue Management, and Imaging. Oversaw conversion of legacy code to modern technology, upgraded Oracle HCM and ERP systems, and expanded Hyland Imaging system usage to HR and Finance.▪ Designed and executed 24-month roadmaps in partnership with key business leaders, ensuring alignment with corporate objectives and strategic growth initiatives.▪ Managed end-to-end vendor lifecycle, including product evaluations, pricing negotiations, and implementation planning, to optimize cost and performance.▪ Expanded team from 21 to 43 members to support business growth while mentoring a new manager, providing guidance on staffing, project execution, resource allocation, and leadership development.▪ Led cloud software adoption strategy, consolidating platforms cutting niche vendors, and saving $2M annually.▪ Directed migration of Operating Companies to a unified platform, reducing redundancy and cutting costs by $500K. Show less Led Application Development team, managing technology initiatives, Agile implementation, vendor partnerships, and process optimization to enhance system efficiency, automation, and business alignment.▪ Chaired Executive Steering Committee, delivering program updates and driving strategic recommendations to secure stakeholder buy-in.▪ Implemented OCR technology and rebuilt the Imaging team, increasing processing efficiency (bills per hour from 24 to 27) while attracting top talent and fostering a culture of professionalism and flexibility.▪ Developed and led mentorship and training program, achieving a 75% intern-to-full-time conversion rate while strengthening the talent pipeline.▪ Introduced Agile methodology and served as Scrum Master, streamlining development processes, improving team collaboration, and enhancing project execution.▪ Partnered with vendors to optimize system Show less

  • Director-Technologies - Digital Ecosystem Services

    Jul 2022 - Dec 2022

  • Director-Technologies, Shared Services

    Aug 2020 - Jul 2022

  • Manager-Technologies

    Sept 2015 - Aug 2020
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  APM Terminals

  Dec 2022 - Feb 2025

  Promoted to lead three teams—Terminal Applications, Data & Analytics, and FLOW (Process Automation)—driving regional project implementation. Managed an $1.5M budget and a team of 8 across the U.S., Mexico, Guatemala, Brazil, and Peru.▪ Optimized terminal efficiency by implementing a near real-time, custom-built application that assessed operations and enabled rapid adjustments, reducing Truck Turnaround Time 10% and increasing gate throughput.▪ Achieved a 15% budget reduction by implementing a software suite that enhanced operational efficiencies and minimized equipment idle time.▪ Revitalized team engagement and increased Gallup Engagement Score from 3.6 to 4.7 in 18 months by implementing one-on-ones, career development, performance follow-ups, training, and personal check-ins.▪ Captured 20% savings by rolling out a near real-time operational data system, enhancing terminal efficiency, decision-making, and expanding usage from regional to global.▪ Led regional "Must Win" initiative to upskill team members, creating programs for Lean Adoption, Technical & Soft Skills, Short-Term Assignments, and Team Engagement. Show less Hired to stabilize a team of 8 facing high turnover and leadership changes, expanding it to 12 to align with regional needs. Managed $2M budget while prioritizing team training and development to enhance skillsets and capabilities.▪ Built regional team of 12 to execute a multi-year project, optimizing workflows and reducing idle time, improving terminal efficiency.▪ Established Digital Operations as trusted partner by engaging 7 Terminal Managing Directors across the Americas, securing a seat at the table, and aligning team support with key projects.▪ Reduced support costs by 20% by prioritizing legacy system upgrades across 5 Americas terminals, enabling better patching, improved reliability, and eliminating extended support fees.▪ Coordinated Agile development initiatives and led Scrum Master certification efforts, enhancing cross-functional team collaboration. Show less

  • Head of Regional Applications - Americas

    Oct 2024 - Feb 2025

  • Digital Operations Lead

    Dec 2022 - Oct 2024