Chris Chadwick, MBA

Experience

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  BEC

  Jul 2003 - Oct 2005

  Responsible for all server management, network management, telecom management, and projects within the IT department. Internal support for all IT related equipment and IT support for employees. Created and followed IT directives which met CFO approval. Administrated an internal office and VPN based Windows network, managed PXE booting, Symantec Ghost Cast, Microsoft Exchange, Symantec AV servers, Windows Active Directory, VPN, Firewall, and Disaster Recovery solutions. Held regular training sessions on advanced product troubleshooting, application rollout, support guidelines, and IT policy. Show less

  • IT Director

    Jun 2004 - Oct 2005

  • Help Desk Manager

    Jul 2003 - Jun 2004
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  Nice Systems

  Oct 2005 - May 2009

  Senior Tier 2 Support Escalation Engineer

  Escalation point and support for a proprietary telephony and PC screen recording solutions for enterprise solutions worldwide. Supported a diverse LAN/WAN environment with integration of SQL Server, Windows operating systems, server management tools, and all brands of analog, digital, and VOIP telecom solutions in customized ACD environments. Supported NAS/SAN, tape, and DVD-RAM archiving solutions. Managed detailed MS Windows environment integrations. Mentored Tier I and II engineers and provided ongoing training for all support staff. Handled delicate and priority customer concerns to drive client resolution and increase satisfaction. Primary point of contact for new client concerns, installation support, and field service support requests. Worked with sales and services teams to remedy flight-risk client concerns. Show less

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  Intrado

  May 2009 - Oct 2014

  On site customer liaison and dedicated technician assigned to rescue our largest account. Service owner of four Mecklenburg County 911 call centers. Escalation point for all technical issues on all East Coast sites. On boarding for new employees and junior tech mentoring. Onsite customer management and issue resolution. Primary technical project resource. Managed, installed, and supported windows server 2008, Windows 7, Windows XP Active Directory environment including AD integration and maintenance within a cross platform propriety software and hardware implementation. SQL2008 server management and TSQL query and script execution. Managed a SIP VOIP environment with a proprietary Linux/Asterisk PBX. Managed Cisco Catalyst 3700 series switches. On call 24/7 for all technical issues and escalations. Show less Relocated and restructured a mission critical international help desk supporting 911 call centers; and won the Summit Award of the year for recognition of outstanding achievement. Expatriated by Intrado to Montreal, Canada to ensure a smooth support transition to new location in Longmont, CO.Hiring manager of 32 employees for the new center. Designed job descriptions, interviewed and hired all staff for new center, and made primary decisions for the direction of the support organization. Responsible for all aspects of organizing and scheduling general/specialist training, customer service training, international technician shadowing, remote support, specialty training classes, and process training and development. Project lead and primary decision maker for a companywide ITIL based CRM solution, performed all reviews, disciplinary and praise functions for all personnel. In 2010 reduced the incident backlog time by 60% and ticket backlog volume by 40% by reorganizing the support flow and conducting comprehensive metrics analysis. On call 24/7 as a primary escalation point for all customer related issues. Mission critical outage Incident Commander. Show less

  • On Site Customer Liaison and Dedicated Support Technician

    Nov 2011 - Oct 2014

  • Help Desk Supervisor

    May 2009 - Nov 2011
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  The Citco Group Limited

  Oct 2014 - Sept 2021

  Citco Fund Services is the largest hedge fund administrator in the world. Operating in over 50 countries. Citco manages some of the world’s wealthiest hedge funds and has over $2T assets under their administration. • Directed the delivery of IT services across application support, service desk, infrastructure stability, resource availability, and functional monitoring to define and achieve service expectations across the organization. • Launched key strategic function and role within the company’s ITIL framework by developing productive partnerships between the external and internal user base and the entire IT shared services organization. • Jointly developed, refined, and enacted the overall IT strategy with major business stakeholders for our 18,000 users. • Partnered with managing directors of six core business lines across four continents to provide IT service level transparency. • By using a detailed operational readiness methodology reduced major incidents across evaluated applications by 60%. • Senior escalation point for business related IT services and critical incident commander. Show less Global SVP of a multinational support organization based in the Asian Pacific region. Expatriated to the Philippines to lead all aspects of client support for 70+ applications, including request management, application support, development projects, and strategic automation. Over 50 local and international reports across six distinct teams. Primary Incident Commander for critical incidents in APAC region.• Orchestrated a large reorganization of the support teams to reduce costs, streamline processes, and centralize client engagement into our APAC center of excellence; APAC Support teams grew 40% within a year. • Navigated and overcame cultural differences to integrate successful business relations and solutions between IT services and external/internal clients and end users. • Directed and prepared staff to support a strategic shift to a hybrid AWS cloud environment. • Built relationships with strategic clients and C Suite executives to provide overall support, client management, and technology direction for our Asian clients• Partnered with business leaders on a regular basis to showcase new value streams and IT initiatives to ensure they are realizing value from our IT service portfolio Show less Leader of a global support team of 35 employees across several groups in seven international locations. Teams managed frontline troubleshooting and handled all client interactions. Managed all escalations from internal and external users with a strong focus on client relations and satisfaction. Through process streamlining, coaching, and a continuous improvement strategy; within the first year, cut open backlog days from 130,000 to less than 900 and improved SLA adherence by 120%. Consolidated and cross-trained five separate groups down to two to enable a more flexible workforce and a more dynamic skill-set. Principal leader implementing a new and extensive ITIL based CRM/CMDB/ITSM Show less

  • Senior Vice President of Technical Service Delivery – Americas

    Jan 2019 - Sept 2021

  • Senior Vice President of Global Support

    Jan 2017 - Jan 2019

  • Vice President of Global Frontline Support

    Oct 2014 - Dec 2016
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  Florida Cancer Specialists & Research Institute

  Sept 2021 - Sept 2024

  Senior Director IT Infrastructure

  Florida Cancer Specialists and Research Institute is the largest community oncology group and frontier leader in clinical research trials in America.• Manage a multimillion dollar run rate for IT operations, support, infrastructure, and application portfolios focused on reducing technical debt, standardizing processes, and enhancing service delivery thorough predictable financial forecasting• Implemented a service delivery strategy focused on direct collaboration between the business and IT stakeholders focused on delivering appropriate value and support through a robust portfolio of traditional and SaaS service offerings; results were a 35% decrease of latency for physicians at the point of patient care • Primary sponsor and architect over a multiyear hybrid cloud migration utilizing Microsoft 365, Azure, AWS and VMware along with a Virtual Desktop implementation for end users utilizing Citrix and thin client terminals minimizing capital expenditure and risk profile• Senior contributor to the technical transformation group, managing and defining an overall digital transformation strategy while working towards HI Trust compliance and operational standardization • Developer of IT processes, policies, and metrics to manage and organize a state wide field services and support organization Show less

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  Apex Service Partners

  Sept 2024 - now

  Vice President Service Delivery

  Apex service partners is the largest consolidated home services organization in the country with a focus on building a fortress mindset to secure the future of thousands of tradespeople throughout the USA. Consistently leading with a service first mindset. • Manage a multimillion-dollar IT operations budget, supporting over 11,000 employees, 20,000 devices, and numerous nationwide locations. • Serve as the primary sponsor and senior leader of an accelerating growth team through M&A and organic growth leveraging Microsoft 365, Azure, AWS, VMware, and a comprehensive suite of business applications. • Oversee a diverse portfolio of SaaS and on-premise applications, ensuring high levels of uptime and reliability. Lead the creation of enterprise-wide IT policies for technology usage and serve as a key contributor to the digital transformation strategy, focusing on ISO27001 and operational standardization. • Developed and implemented processes and metrics for managing a nationwide field services, support, engineering and security teams. Show less