1. William Lane Hardin
2026 Black Walnut Farm Road
Hillsborough, NC 27278
(919) 943-0953
wlanehardin@gmail.com
OVERVIEW:
Accomplished leader with more than eighteen years in Information Technology specializing in application
development, systems analysis, usability/design and vendor relationship management. Expertise in IT
transformation, customer relationship management and organizational development. Proven success in
building and growing teams, spearheading large-scale initiatives, implementing Agile methodology, and
managing organizational/process change including transitioning from in-house “cradle to grave” software
delivery to blended models with outsource partners.
SPECIALTIES:
Agile, Contract Management, Project Management, Application Development/Analysis/Design, Java,
WebSphere, Single Sign-On (SSO), Rational tools, Service Center, Configuration Management, Software
Build Management, Application Release Management, Sales Processes, Marketing Processes, Finance
Processes, HR Processes.
EDUCATION
MBA: University of Rhode Island ’96, 3.8 GPA
BA, International Relations: Boston University ’90, 3.61 GPA, Magna Cum Laude
EXPERIENCE:
Blue Cross Blue Shield of North Carolina
IT Solution Delivery Manager, Sales and Marketing Sep11 – Present
Lead all IT application development and production support efforts for the Sales and Marketing
organization. Directly lead and supervise 62 Java Developers and System Analysts. Responsible
and accountable for all external web applications, from quoting to sales to membership service
applications. Oversee and guide 9 Agile teams. Work daily with business partners and external
vendors to achieve critical Sales and Marketing goals. Filled in as Acting Director for extended
periods.
 Led the IT Transformation to Agile Methodology. Spearheaded the creation of the pilot Agile
project team for IT and then led the expansion throughout all IT.
 Grew the IT Sales and Marketing organization from 10 to 62 personnel to support the portfolio.
 Led IT organization through the critical implementation of the Affordable Care Act including sales
system integration with the Federal Health Exchange and all corresponding compliance matters.
 Developed and grew personnel from Developers to Team Leaders to Managers.
 Received top review rating.
Senior Manager, IT Product Delivery Aug09 – Sep11
Led 3 IT teams and 35 personnel as the Manager of Managers. Directly managed 2 teams in addition
to overseeing a third team for a period. Led all 3 teams to successful goal completion. Built and
managed business relationships with managers and directors in 3 key areas: Sales and Marketing,
Finance, and Customer Service.
 Took the Sales and Marketing team from not meeting project delivery expectations to exceeding
those expectations, helping repair injured business relationships.
 Received Blue All Star recognition for critical issue resolution.
 Chaired the Formal Quality Testing (FQT) Advisory Board, implementing several ISBA process
improvement changes via FQT.
 Received top review rating.

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Application Development Manager, Finance May07 – Aug09
Led all application development and production support efforts to support the Finance and Human
Resources business areas. Worked daily with business partners to meet business objectives.
Presented monthly portfolio reviews to the VP level.
 Led the team to deliver over 121% of Finance’s and 294% of Human Resource’s project goals.
 Led the development and documentation of the ISBA Problem Management process, including
development of OLAs. This process was later adopted by all of ISBA.
 Received top review rating
American Express
Manager and Acting Director, Enterprise Security Operations Jan05 – May07
Led the IT security patch, anti-virus, encryption, and host-based intrusion prevention production
operations for American Express; covering well over 100,000 assets world-wide and managing an
international production operations team of over 40 American Express and vendor personnel.
Developed, documented and implemented the end-to-end IT security patch production process itself,
which successfully passed IT audit. Responsible for a $10.7 million budget.
 Reduced patch production implementation times by over 58% and security metrics and reporting
time by 75%.
 Ranked as number 1 manager in department 2 years in a row and received highest possible
leadership rating.
Manager, Database Operations Mar03 – Jan05
Managed the people, process and technology for the American Express international marketing
prospect database solution for 7 countries. Responsible for coordinating the end-to-end prospecting
process from data supply to mail file delivery across 6 different groups and 11 solutions. Staffed,
trained and led the Platform Production Management Team of 10 personnel. Managed data
processing vendor performance on a daily basis ensuring delivery and measuring performance
according to developed metrics and assisted in the development of those metrics. Worked closely
with key business partners to the VP level to ensure business priorities were accomplished while
maintaining a balance between shareholder, customer and employee impacts/benefits.
 Defined and led the execution of the insourced migration strategy transitioning production
operations to the WWRIMa (India) team. This transition resulted in significant reduction in costs
and reduction in production errors.
Harte-Hanks Data Technologies
Senior Project Manager Mar02 – Dec02
Project Manager for 3 CRM, data quality, and marketing database implementation projects.
Responsible for organizing, staffing, managing, and delivering complete data quality and marketing
database solutions. Led projects through all implementation phases from proposal to delivery.
Worked directly with all levels of prospect and client personnel from the CIO, COO, and CMO level to
Directors to staff. Internally, led the development and refinement of the implementation methodology
and a proposal and project estimation tool set.
Akibia, Inc.
Principal Consultant Aug 00 – Jan 02
Led 5 Siebel implementation projects. Responsible for planning, organizing, staffing, managing and
delivering eCRM solutions. Managed teams of varying size and composition; including Akibia, client
personnel, and other consulting and contract personnel through all phases of the implementation cycle
from pursuit and sales to design, development, implementation to support and verification. Worked
directly with all levels of prospect and client personnel from the CIOs and COOs to Directors to staff.
Completed all implementations on time and within budget. Managed and led the pursuit and sales
efforts for over 10 prospects and assisted in several other efforts; developing all sales and proposal
materials including detailed project plans, cost analysis and quoting, and proposal and statement of
work documents. Sales and proposal efforts resulted in sales of over $2 million.

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Ernst & Young, LLP/Cap Gemini Ernst & Young
Senior Consultant Sep 98 – Aug 00
Team Lead for 5 PeopleSoft ERP application implementations, managing the PeopleSoft Functional
and Technical areas. Managed teams of varying size and composition; including Ernst and Young
consultants, client personnel, and other consulting and contract personnel. Led the review and
development of business processes covering all business aspects for multiple clients; working with
client personnel from the CFO and COO to the clerk and technician level. Led each phase of
implementation: pursuit, sales, design, configuration, testing, training, implementation, and post-live
support. Assisted in the development of Ernst and Young’s Fast Track implementation methodology,
dramatically reducing the firm’s implementation time, and led E&Y’s first PeopleSoft rapid
implementations. Completed all implementations on time and on budget. Received scores of 5 (out
of 5) on customer satisfaction surveys. Generated sales of over $1.8 million. Rated as the number 1
Senior Consultant in the Cap Gemini Ernst & Young High Growth Middle Market Practice.
.
Caesars
Director of Logistics/Distribution, Caesars Palace Mar 98 - Jul 98
Directed 45 management, administrative, and union personnel in all aspects of the ordering, receiving,
inventorying and distribution of over $2 million of food, beverage and other products per month.
Managed the distribution, maintenance and cost analysis of $4.5 million in inventory. Responsible for
the food, beverage, and general cost analysis for 82 outlets and departments on a daily basis.
Organized and led the implementation of the Adaco computer system to manage all food and
beverage purchasing, requisitioning, inventory and cost analysis.
Manager of Performance Improvement Jan 97 - Mar 98
Managed the property implementation of PeopleSoft Materials Management, Human Resources and
Payroll systems for Caesars World business units. Led the planning, conversion, training and support
for the implementation of the PeopleSoft computer system for requisitioning, purchasing, receiving,
inventory, and accounts payable, including cost analysis of these areas. Assisted in the management
of the conversion of the PeopleSoft system for the finance and general ledger areas. Managed the
development of new policies and procedures for all the above business systems coordinating with
consultants and property personnel.
 Promoted to Director after only one year.
US Navy, Officer
Instructor/Class Coordinator Feb 94 - Jan 97
Taught leadership, management (TQM), communication, and organizational skills, to over 2000
students. Directly supervised over 300 students.
 Personally developed an extensive equipment maintenance management and Quality Assurance
curriculum.
 Developed training program for materials management database application.
 Qualified Master Training Specialist (held by less than 10% of Navy instructors).
Assistant Engineer, Main Propulsion Assistant, Auxiliaries Officer Mar 91 - Feb 94
Supervised and led over 80 management and maintenance personnel. Managed $80,000 annual
budget. Responsible for over $90 million worth of equipment.
 Personally directed a $10 million ship maintenance repair package.
 Named the number 1 Junior Officer (out of 17) by the Commanding Officer and the best
Engineering Junior Officer with whom he had ever served.

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APPLICABLE BUSINESS TRAINING AND CERTIFICATIONS:
Agile Scrum Master, Certified, 2013
Agile Product Owner, Certified, 2013
Flawless Consulting, 2012
Corporate Athlete, 2011
BCBSNC Leadership Courses, 2008-2012
Leadership Journey, 2007
ITIL, 2006, 2011
PGP Encryption, 2006
Six Sigma Green Belt Training, 2004
Situational Leadership II, 2004
Trillium Data Quality, 2002
Project Management (PMI) Methodology, 2000
Siebel 2000, 2000
Consulting for the Advanced Practitioner, 1998
PeopleSoft (Multiple Courses), 1997-1998
Total Quality Leadership Instructor’s Course, 1994
Quality Assurance, 1993