Bradley Carlson

Expert in technical project and program management, delivering IT infrastructure solutions with a focus on operational efficiency and customer satisfaction. Skilled in leading global teams, managing multimillion-dollar budgets, and ensuring projects are completed on time and under budget.

• Bank One Customer Transition and Technical Support (CTTS), Bank One was losing commercial banking customers due to dissatisfaction with the banks ability to transition new customers to the banks transaction processing software and inapt technical support following implementation of the products. Bank One engaged me through CIBER to implement a solution., In the first month we inserted a support team to support customers and quickly stop the bank from losing further revenue. We then implemented tracking tools, reporting tools, a QA program, training program, and the Aspect ACD/IVR platform., The CTTS team required detail knowledge of banking deposit networks, ACH transactions, credit card processing, Lock Box transactions, wire transfers, etc., Customer satisfaction quickly climbed to over 85% resulting in customer retention for both large corporate and mid-tier commercial customers.
• Project: U.S. Border Patrol Secure Border Initiative (SBI), As a subcontractor provided technical support for all technologies associated with the program including ground sensors, cameras, mobile command sensors, radios, satellite telephones, and NOC, Meet the government's requirements for data security and network integrity, This team was required to stand up and begin providing support within 2 weeks including all ACD functionality, a CRM tool (CustomerSoft which later moved to Tivoli)
• US Army Reserve Enterprise Customer Service Center, The Army Reserve had 42 different help desks and network management teams spread across the US. Our project transitioned each help desk to a standardized Service Desk at CIBER's practice in Dallas. The project included the migration to Active Directory and the consolidation of all local Microsoft Exchange Servers and other business applications to a single datacenter. Our support included level II desktop support, thin client PC virtualization, as well and video and audio teleconferencing, Project required my completion of the U.S. Army's System Administrator Security course, which focused on how to properly secure servers and the network, and to prevent unauthorized penetration of systems, In concert with the transitions we implemented the full CA suite of tools including service desk. All tools and processes complied with ITIL principles, The customer consolidated all support functions resulting in 70% cost savings by reducing staff from over 250 personnel down to 80. Customer satisfaction was continuously maintained at over 90%. The Reserve had anticipated the consolidation to take 5 years. Our team completed the consolidation in 14 months
• Agilera Customer Service Desk, Support customers for an ASP provider on a 24X7 basis., The bulk of this effort was supporting Lotus Notes for the McDonalds Corporation internationally.
• Other Projects, Help Desk Support for Ameren Energy (the nation's largest Midwestern electrical utility, Ziff Davis Media (publishers of PC Magazine), The International Finance Corporation (part of the World Bank), Philips Electronics, Massachusetts Board of Library Commissioners, Kansas City Board of Public Utilities. NOC Support for the Department of Agriculture which required the implementation of the entire suite of CA tools. Provided call center technology and management consulting services to Martin Marietta Materials

• United States Navy
• Electrician's Mate Second Class Petty Officer
• Completed two years of education related to the Naval Nuclear Power program. This program is one of the most intense of its kind and had an attrition rate of over 50%. Manage the E Division aboard the U.S.S. Claude V. Ricketts. Served eight months in Beirut Lebanon in support of the U.S. Marines.