This document provides a summary of Ileana Essig's experience and qualifications. She has over 15 years of experience leading complex IT projects and outsourcing engagements at IBM with annual budgets up to $37M and teams of over 700 professionals. She has a track record of consistently exceeding financial and client satisfaction objectives. Her skills include strategic planning, solution delivery, change management, relationship building, and turning around underperforming projects. She has received numerous awards for her work at IBM.

1. ILEANA ESSIG
Minneapolis/St. Paul 612-597-8542 ileanaess@comcast.net
VP/ DIRECTOR OF CLIENT SERVICES – PROGRAM MANAGER – IT EXECUTIVE
Enterprise Solutions / Key Account Management / Revenue Growth / Profit Improvement / P&L /
Strategic Outsourcing Services / Operations / Business Process Development / Turnarounds /
Process Reengineering / Change Management / Systems Integration / Technology Roadmaps /
Solutions Architecture / Planning / Budgets / Client Relations / Continuous Process Improvement /
Cost Control / Productivity Improvement / Service Development / Resource Management / SLAs /
RFPs / Bids / Proposals / Contracts / Negotiations / Project Management / Vendor Management /
Startups / Performance Measurement / Client Satisfaction Improvement / Offshoring / Helpdesk /
Migrations / Strategic Alliances / Managed Services / Offshoring / User Support / SWOT Analysis /
SDLC / Team Building / Training / Disaster Recovery Solutions / IT Risk Management / Audits
As an award-winning IT and service delivery executive at IBM, I have an outstanding record driving strong
gains in revenue, profits and customer satisfaction while directing complex, high-value enterprise solution,
IT, systems integration, infrastructure, process improvement and outsourcing services engagements. I
have been responsible for managing P&L on long-term contracts with revenues in excess of $130M,
annual budgets to $37M and cross-functional teams with more 700 professionals.
Serving clients such as Citizens Bank, Discover Financial Services, Allianz Life, ING, American
Express and Xcel Energy, among others, I have pushed diverse global multidisciplinary teams to
consistently exceed all corporate and client performance and financial objectives. In addition to delivering
major programs within or ahead of intense time and budget demands, I have led teams to exceed a
multitude of key performance metrics, ranging from efficiency, productivity, revenue and gross profits to
quality, accuracy, reliability and client satisfaction scores.
Clients and colleagues alike have described me as a natural leader, intuitive problem-solver, synergistic
collaborator, trusted advisor, astute analyst, visionary strategist, persuasive communicator and shrewd
negotiator. A high-energy motivator, I am known for balancing empowerment and accountability to drive
innovation, continuous improvements and organizational excellence at all levels. Highly adaptable and
versatile, I have been instrumental in major contract captures, program startups and performance
turnarounds.
At your organization, I could make a strong impact by:
 Leveraging emerging technology to engineer highly effective business process solutions
 Marshaling diverse human and technology resources to meet demanding requirements
 Aligning systems and business processes to achieve corporate and client objectives
 Engineering cost-effective solutions to meet challenging business process needs
 Delivering complex, large-scale programs within tight time & budget constraints
 Assembling, mentoring and motivating best-in-class multidisciplinary teams
 Forging high-level relationships to close new business and retain clients

2. ILEANA ESSIG
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Minneapolis/St. Paul 612-597-8542 ileanaess@comcast.net
 Planning & executing highly nimble change management strategies
 Building profitable strategic alliances with customers & vendors
 Streamlining operations to maximize profits and control costs
At IBM, I was honored with the Best of IBM Award, a four-time recipient of the Services Excellence
Award, a nine-time winner of the Bravo Award and a two-time winner of the Ovation Award.
In addition to studies in Business Administration at Metropolitan State University, I earned a Certificate
in Computer Programming & Operations from Northeast Metro Tech College.
CAREER HISTORY & SELECTED HIGHLIGHTS
IBM, an $82B leader in enterprise solutions, outsourcing services & systems integration, 2000-Present.
Steadily promoted, assignments include:
Sr. Delivery Project Executive, 2014-Present. Concurrent with an existing assignment with
Discover Financial Services, asked to simultaneously direct a strategic outsourcing and process
improvement program for Citizens Bank, the 13th
largest US Bank. Managed P&L on revenues
to $27M and 750+ multidisciplinary professionals. Notable achievements include:
Instrumental in a $137M contract win. IBM was competing for a strategic
outsourcing contract with Citizens Bank. Directed the Service Delivery component of
the project from bid, proposal and negotiations to planning and implementation.
Designed an end-to-end solution comprising all IT/IS platforms in mainframe,
distributed system and network environments, as well as service desk and end user
support. Won a five-year engagement, IBM’s first new logo contract in the sector in
two years, replacing five incumbent providers.
Won a $45M contract add-on. While leading a seamless takeover of Citizens Bank
strategic outsourcing by IBM from a group of outgoing providers, recognized
additional new business openings. Establishing high-trust relations with key client
executives, identified previously unrecognized strategic IT/IS opportunities, challenges
and risks. Developed and sold comprehensive series of solutions, including
infrastructure, services, networks and databases, generating tens of millions in add-on
business in the first six months of the engagement.
Sr. Delivery Project Executive, 2012-2015. Appointed to direct a $62M IT infrastructure
services program for Discover Financial services. Managed 300+ professionals, a $36M budget
while leading HW, SW and audit readiness projects. Key accomplishments include:
Boosted profits & sat scores in a program turnaround. Performance and quality
issues were cutting IBM revenues from Discover Financial Services and threatening
retention of a $62M contract. Directed a turnaround initiative, identifying and seizing
opportunities for improvements. Reorganized the account management team and
established rigorous governance and performance measurement structures. Earned
the highest satisfaction score on the contract in seven years while boosting gross
profits more than 17% year over year. Opened new opportunities for IBM.
Delivery Project Executive, 2009-2012. Directed IT infrastructure service delivery and
business process improvement programs for Allianz Life. Managed 250 staff and P&L on
service revenues to $25M. Major contributions include:

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Minneapolis/St. Paul 612-597-8542 ileanaess@comcast.net
Drove a 63% P&L swing, nearly doubling targets. IBM’s contract with Allianz Life
was awash red ink since its inception. Asked to join the account team when gross
profits were -36%, led an initiative to cut costs, boost efficiency and eliminate SLA
penalties. Directed a migration from client-owned platforms to IBM-owned hardware.
Reengineered delivery processes. Won client confidence, enabling a shift to lower
cost staff where possible. Beat revenue targets by 10% and hit 195% of gross profit
goals, taking the engagement from $6.5M in red ink to $4.25M in black ink.
Improved sat scores 50% to rescue & expand a key contract. IBM was in jeopardy
of losing a $25M key account with Allianz Life due to weak satisfaction scores.
Tapped to takeover management of the engagement. Given only two weeks by
Allianz’s CIO to create a turnaround plan, evaluated client feedback, conducted root
cause analyses of the deficiencies and developed corrective actions. Clarified client
expectations and identified non-IBM issues. Won client approval for a wide range of
improvements. Beat sat score improvements targets by 34%, going from a 6/10 to
9/10 rating in only six months. Opened the door to profitable renegotiation of IBM’s
global contracts with Allianz and $1B in potential long-term new business.
Delivery Project Executive, 2006-2009. Directed IT service delivery and process improvement
programs for ING, including HW/SW and outsourcing services. Managed 125 global staff and
P&L on revenue to $20M. Achievements include:
Accelerated a key process by 70%, curing a contract deficiency.
Install/move/add/change (IMAC) performance on IBM’s engagement with ING failed to
meet SLA expectations, resulting in dissatisfaction and financial penalties. Assembled
a multidisciplinary task force to engage in voice-of-the-customer assessments and to
reengineer IMAC fulfillment processes. Cut new hire systems setups from 10 days to
only three days with similar improvements on other categories of IMAC orders.
Delivery Project Executive, 2004-2006. Led a $7M server consolidation and upgrade program
for ING. Accomplishments include:
Developed a risk-weighted strategic IT roadmap. ING needed to replace or
upgrade obsolete and aging hardware supporting mission critical business functions.
Led an IBM team that conducted risk management assessments of all platforms.
Created a technology roadmap with clearly defined priorities and options. Enabled
ING to map out strategic timelines and budgets for a $7M major server consolidation,
including end-to-end integration of new Unix and Intel solutions.
Previously at IBM: Other assignments (2000-2004) include a variety of programs for clients
such as Xcel Energy and American Express. Contributions include:
Cut costs 96% with a fast-track migration solution. IBM was contracted to manage
a mainframe-to-client/server transition for Xcel Energy. Facing an insufficient
mainframe capacity to support the data conversion process within the require
timeframe, sought out an interim solutions. Procured a used mainframe for only $50K
to handle the conversion process. Avoided a potential $1.5M expense for adding
capacity and licenses to the existing platform. Enabled on-time, under-budget
delivery. Won a joint IBM/Xcel Execute Now Award for the successful migration and
cost avoidance.
Played a key role a strategic outsourcing change management program. As part
of new contract implementation for a strategic outsourcing program with American
Express, IBM needed to rebadge existing AMEX staff. Directed interviews of dozens
AMEX Windows and Unix administrators, recommending top candidates to IBM HR.

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Minneapolis/St. Paul 612-597-8542 ileanaess@comcast.net
Recognized by HR for providing a superior level of analysis, feedback and
documentation.
Earlier: Began IT career in Operations and Production Control Manager roles at Xcel Energy.
AWARDS & SPECIAL RECOGNITION
Honors at IBM include:
Best of IBM in 2013 in recognition of customer satisfaction improvements (an award given to
fewer than 1/10th
of 1% of all 430,000 employees globally).
Services Excellence Award for 100% achievement of financial and service targets in 2011,
2013, 2014, and 2015.
Bravo Award for customer service, leadership, and service improvement accomplishments in
nine consecutive years from 2001 to 2010
Ovation Award for IBM Leadership in 2003 and 2008.
Execute Now Award, a joint IBM and Xcel Energy award given in recognition of customer
service and accomplishments resulting in significant cost avoidance in 2003.
EDUCATION, TRAINING & CERTIFICATIONS
Studied in BSBA degree program at Metropolitan State University.
Earned Certificate in Computer Programming & Operations from Northeast Metro Tech College.