1. Eric Wangerin
Operations Management Leader
Phone: 904-482-8709
Email: ewangs@comcast.net
LinkedIn: www.linkedin.com/in/ericwangerin/
Industry Application
• Operations Management
• Logistics Management
• Global Management
• Technology Services
• Risk Mitigation
• Contingent Workforce Management
• Warehouse Management
• Customer Service
• Personnel Management
• Human Resources
• Financial Analysis
• RFQ, RFI, RFP, ITN Process
Executive Summary
Management professional with 30 years of experience (in government and corporate business); expert at minimizing costs, building teams, controlling risk and proven out of the box thinking to build the business. Strong background working globally with multiple cultures and regions; personnel management and portfolio management on projects in the America’s, Europe and Asia; served as the liaison between large clients in IT and service delivery teams, leveraging excellent organizational, communication and time skills in business and infrastructure project management.
Skills Inventory
Tools/Methods
• Program & Project Management
• ITIL Foundations / SM
• A+ & Network +
• Six Sigma Lean
• Microsoft Office Products
• Situational Leadership
• Presentation & Global Skills
• Workflow Process Management
• Investment in Excellence
• Military & Industry Certifications
• Business Development
Education
• M.B.A. Keller Graduate School of Management, 3.69 GPA, Dec 2012
• B.S., Technical Management (Concentration in Business), DeVry University, 3.62 GPA, Cum Laude, Jun 2011
• A.S., General, Vincennes University, 3.5 GPA, Dec 2010
Operational Leadership
• Enterprise Content Management
• Portfolio Management
• Life-Cycle Management
• Organizational Development
• Service Delivery
• Process Improvement
• SLA Management
• Workforce Management
Development Leadership
• Business Continuity
• Benchmarking
• Continual Service Improvement
• Risk Management / Mitigation
• Change Control
• Resource Management
• Profit & Loss Oversight
• Vendor Selection / Management
• Business Analysis
Computer Skills
• Microsoft Office Suite
• Visio, Project, SharePoint
• Server Administration
• Router & Network Security
• PC Refresh & Warranty Support
• Electric Document Management
• Asset Management
Vendor Management
• Strategic Sourcing
• Contract Management
• Standardized Process Definition
• Financial Stewardship
• Performance Tracking & Management
• Relationship Management
• Vendor Compliance
• 360 Scorecards / Surveys
Business Leadership
• Strategic Planning & Market Research
• Business Case Development
• Build / Manage Metrics Dashboard
• Requirements & Priority Definition
• Budgeting
• Workflow Management
• Negotiation & Contract Administration
• Mergers / Acquisitions
• KPI’s (Key Performance Indicator’s)
Team Leadership / Building
• Organizational Process & Design
• Change Management & Integration
• Consensus Building & Motivation
• Role Definition & Clarification
• Knowledge Transfer & Coaching
• Policy / Procedure Development
• Leadership Coaching
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2. Eric Wangerin
Operations Management Leader
Phone: 904-482-8709
Email: ewangs@comcast.net
LinkedIn: www.linkedin.com/in/ericwangerin/
Professional Experience
Operations Management
• Managed 12 employees in a Global Business Group at Intel Corp
• Supervised 3 Contingent Worker Vendors, 168 contracted personnel in 165 SLA’s, in 25 countries
• Wrote and deployed master training schedules and business plans for company of 350 personnel and 10 sections
• Maintained training and operations budget of $2.1M annually receiving Army Commendation for performance
• Presented, supervised gathering of; published and reported metrics (covering cost, P&L, utilization, education levels, escalations, customer service and vendor satisfaction results) weekly, monthly and annually for Executive Management
• Service line owner of an operational group with a $1.9M per month budget at Intel Corp (IT New Business Services) using ITIL Service and Change Management philosophies
• Responsible for the organizational structure, aligning of business department, performance and financial recovery of the business in the Americas, Europe and Asia (generating $9.3M a year) to Client Services goals
• Represented business needs in ITN, RFI, RFP and RFQ process for selection of five vendors and re-negotiations for technical service providers receiving Division Recognition Award in 2005
• Wrote group road map, planning, staffing and MBO’s (1 yr, 5 yr, 10 yr plans) and drove change to business needs
• Created and continually evaluated Lifecycle of 160 Service Level Agreements on a $9.7M budget
• Maintained customer satisfaction metrics and high performance sustaining approval at 4.7 to 4.9 out of 5 for 7 yrs
• Implemented ITIL standard processes in the service/support environment of global service line, disaster recovery and business continuity planning, receiving four of the IT Divisions highest-level awards (2001-2008)
• Audited teams and vendor on monthly financials (average of $1.9M per month or $22.8M annually)
• Oversaw consolidation of group headcount saving Intel Corp over $450K for 3 years in external fees and compliance to the Sarbanes & Oxley Act (SOX), receiving Division Recognition Award in 2003
• Designed model for levels of support (full-time, part-time, pooled or special requests), saving 30% in down time
• Managed PC Refresh for multiple groups, FAB’s and Labs from groups of 50 to over 325,000 PC’s
• Supervised the accounting for assets and software for 13 acquisitions and divestitures
• Managed readiness ability for four units going from a 60% to 110% readiness availability, receiving four “Superior Unit Citations” and the Army Commendation Medal
Vendor Management
• Attended 2014 Gartner Sourcing & Vendor Management Summit
• Responsible for designing the five operational areas of the Vendor Relationship Management Program (Relationship, Performance, Contract, Risk & Finance Management) for Citizens’ IT Department
• Actively managed vendors in four categories while ensuring compliance to Gartner and COBIT levels of service
• Key contributor in shaping the Corporate Vendor Management Office which was been implemented throughout the entire corporation; recommended by vendors as "the best in the State of Florida" by Vendors
• Manages program to control cost, drive service excellence, mitigate risks, and lower total cost of ownership while gaining increased value through the entire life cycle of the asset, or service
• Negotiated agreements between vendors and organizational needs, on government GSA, Sole Source and Florida State Term Contracts (STC) for 22 IT Business Units, total revenue $26M a year
• Analyzed reports and monitored supplier 360 performance scorecards and contracts for 211 vendors, communicated trends, and made recommendations to IT management on vendor relationships
• Facilitated escalation and Root Cause Analysis (RCA) meetings, performance reviews, contract issues, risk assessments and financial management for 11 strategic vendors
• Managed contracts for 21 Staff Augmentation vendors (@$7.1M to $14M annually) for 3 years
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3. Eric Wangerin
Operations Management Leader
Phone: 904-482-8709
Email: ewangs@comcast.net
LinkedIn: www.linkedin.com/in/ericwangerin/
• Took over a multi-site printer refresh project (600 new devices) in Oregon and Washington (5 Campus’s), completed 2 weeks early assisting in earning a $500K bonus for Intel from HP receiving Division Recognition Award in 2008
• Responsible for maintaining relationships with vendors and business units with a spend of over $26M annually
• Manage portfolio's for over 200 vendors who provide support, maintenance, products, services and staff augmentation in Performance, Relationship, Risk, Contract and Finance Management areas
• Analyzes proposals and quotations from vendors (RFI, ITN, RFQ & ROI process), monitors vendor compliance with contractual obligations and performance based KPI's on company criteria, GSA and FL STC SLA's
• Designed metrics, governance guidelines, document and vendor portfolio's and workflow processes to drive performance measures used in the Vendor Management program
• Partners with 22 internal Business Units and corporate stakeholders (Purchasing, Legal, HR, Contracting and Finance), to create efficiencies, consult, work with a scorecard process to develop metrics, drive vendor performance, develop cost savings and manage productivity more efficiently
• Analyzes vendor performance, monitors supplier performance and develops Lines of Business (LOB) to evaluate compliance, quality assurance, ROI and service levels provided to Citizens IT customers
• Manage all escalations for "Strategic and Tactical" vendors, sets Root Cause Analysis (RCA) meetings to determine issues with problems and define resolutions to fix issues with a "win-win" focus
• Managed and reorganized the Imaging/Printing and A/V vendor (HP and CISCO) teams at 7 sites (over 600 devices, 11 personnel, 1 Lead, 1 Vendor Manager) receiving Division Recognition Award in 2008
• Co-managed 7-month project that saved Intel $64.9M over 5 years on server de-commission / refresh with IBM receiving Division Recognition Award
• Managed PC Break / Fix / Warranty repair depots that serviced 179,000 PC’s per year(HP, Dell, Apple and IBM)
Logistics Management
• Managed a Supply Section of six direct reports in 1,500 sq. ft. stock room in military; to a 9.500 square foot warehouse at Intel Corp with seven separate campuses
• Administered 6 SOW’s and all warehouse activities, in the distribution, personnel, shipping and receiving areas
• Managed an outsourced logistics workforce (15 personnel, 1 Lead and Vendor Manager)
• Managed ROD’s (shipping discrepancies), ordering, storage, issue and turn-in of all personal and medical supplies, food, fuel, tools and support for 250 personnel without a loss for 3 years, receiving 2 Army Commendation Medals
• Managed offsite training logistics and recruiting events for 9 years receiving 4 Army Achievement Medals
• Supervised issue and usage of $9B in government equipment without a loss for 5 years (Army Commendation)
• Wrote all loss reports, audited accident reports, and conducted “Reports of Survey Investigations” to recover loss of government equipment of over $1.2M
• Controlled tracking of over 235,000 IT assets; managed the imaging, re-imaging and delivery of PC systems, supervised the repair and warranty depot onsite for HP, Lenovo, IBM, Apple and Dell PC’s
• Managed the roll out and design of Intel/Cisco video conferencing systems in 15 conference rooms globally (a $35M project), completing 2 weeks early saving $5K
• Presented financial metrics to management weekly (over $550K per month)
Employment History
Senior Vendor Manager, Citizens Property Insurance Corporation 12/2012-Present
Vendor Manager, TEK Systems contracted to Citizens Property Insurance Corporation 9/2011-12/2012
Workflow Process Manager, Technisource (Project), contracted to CITI Corporation 8/2010-12/2010
Oregon Site IT Logistics Manager, Intel Corporation 3/2008-4/2009
Manager, Global IT New Business Services Group, Intel Corporation 7/2000-3/2008
Assistant Director, Operations and Logistics MGR, US Army/Army National Guard 11/1986-7/2005
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