Frederick Rezler
Austin,TX
Summary
Relationship-centric IT executive with more than 30 years of experience in professional services and consulting, the last 20 of which have been with Texas State Agencies as clients. Skilled in service delivery and leading matrixed teams, simultaneously managing multiple projects within multi-year, multi-million dollar implementations. Built, directed and motivated 50+ staff and managed operating budgets of up to $30M. Leverage outstanding oral and written communication and presentation skills to build trusted client relationships. Excel in working under intense deadlines.
Overview
28
28
years of professional experience
Work History
Senior Service Delivery Manager
Capgemini
Austin, TX
01.2020 - Current
- Senior Service Delivery Manager supporting the $1B+ State of Texas Data Center Services contract within the Department of Information Resources (DIR) Shared Technology Services Program
- This Program combined more than 30 disparate state data centers into two consolidated data centers
- Interface daily with Texas State Agency technical staff and leadership, Capgemini, Department of Information Resources (DIR) and Service Component Providers to coordinate implementation/operation of Private and Public Cloud services, review Agency priorities, review project schedules, identify business needs and impacts, resolve issues, implement corrective action and provide direction to technical resources
- Serve as focal point for escalation, customer advocacy and responsibility for delivery of services to HHSC/TIERS Program and the Railroad Commission of Texas, as well as some 70 smaller state entities
Senior Customer Success Manager
Atos SE
Austin, TX
01.2015 - 01.2020
- Senior Customer Success Manager supporting the $1B+ State of Texas Data Center Services contract within the Department of Information Resources (DIR) Shared Technology Services Program, which combined more than 30 disparate state data centers into two consolidated data centers
- Interface daily with Texas State Agency technical staff and leadership, Capgemini, Department of Information Resources (DIR) and Atos service delivery leaders to coordinate implementation/operation of Atos services, AWS and Azure Cloud services, review Agency priorities, review project schedules, identify business needs and impacts, resolve issues, implement corrective action and provide direction to Atos resources
- Serve as focal point for escalation, customer advocacy and maintain responsibility for delivery of data center and Cloud services to and relationship with Texas Workforce Commission, Railroad Commission of Texas, Texas Higher Education Coordinating Board, Public Utility Commission and Texas Comptroller of Public Accounts
- Lead weekly Operations and on-demand meetings focusing on Customer success
Senior Customer Success Manager
Xerox Corporation
Austin, TX
01.2012 - 01.2015
- Senior Customer Success Manager on State of Texas Data Center Services contract consolidating 25+ disparate state data centers into two state data centers
- Interface daily with Texas State Agency technical staff and leadership, Capgemini, DIR and Xerox service delivery leaders to coordinate implementation/operation of Xerox services, review Agency priorities, review project schedules, identify business needs and impacts, resolve issues, implement corrective action and provide direction to Xerox resources
- Serve as focal point for escalation, customer advocacy and maintain responsibility for delivery to and relationship with Office of the Secretary of State, Texas Higher Education Coordinating Board, Texas State Library and Archives Commission and Public Utility Commission
- Lead weekly Operations meetings focusing on Customer success
Service Delivery Manager
Stellargy Services
Austin, TX
01.2010 - 01.2012
- Service Delivery Manager on Texas Data Center Services contract consolidating 25+ disparate state data centers into two state data centers
- Interface daily with Agency IT, IBM and program area leaders to coordinate delivery of IBM services, review Agency priorities, review project schedules, identify business needs and impacts, resolve issues, implement corrective action and provide direction to IBM resources
- Serve as focal point for escalation and maintain responsibility for delivery to and relationship with Office of the Secretary of State, Texas State Library and Archives Commission and Public Utility Commission
- Lead weekly Operations meetings with Agencies
Senior Project Manager
Dynamic Computing Services
Austin, TX
01.2009 - 01.2010
- Senior Project Manager at Texas Department of Information Resources on Texas Data Center Services contract consolidating 25+ disparate state data centers into two state data centers
- Working on Transformation team, led enterprise-wide application prioritization process resulting in prioritization of 3000+ applications
- Meet daily with agency IT, IBM and program area leaders to review project schedules, identify business needs and impacts, resolve issues, implement corrective action and provide direction to IBM resources
- Led process improvement efforts to streamline decommissioning of more than 400 servers deemed obsolete after consolidation to data centers
- User of Remedy for change control and asset management and user of Texas State Data Center Services web portal
- Participant in agency change control and operations meetings
Client Services Executive
IBM Corporation
Austin, TX
01.2007 - 01.2009
- Within IBM’s $800M+ Texas Data Center Services contract, dedicated to managing projects and customer relationships specific to Texas Health and Human Services agencies and programs
- Through knowledge of customer organization, business strategy, contract terms and open communication, served as second level project management resource to review dates, resources and help resolve conflicts
- As business development executive, was heavily involved in RFS (new business) processes both internally to IBM and with Agency clients
- Met regularly with client executives to review project status and discuss client concerns about overall contract implementation, individual projects and service delivery
- Resolved conflicts through persuasive interaction with client and IBM service delivery team and knowledge of contract
- User of Remedy system for change control and asset management and user of Texas State Data Center Services web portal
- Participant in agency change control and operations meetings
Program Manager
Northrop Grumman Corporation
Austin, TX
01.2006 - 01.2007
- Managed contract, service delivery and improved client satisfaction as executive responsible for $30M data center services contract in support of Accenture’s implementation of HHSC TIERS/Integrated Eligibility and Enrollment program
- As onsite point-of-contact for client, responsible for Northrop’s service delivery to Accenture/HHSC
- Led 30+ matrixed staff providing day-to-day technical (project management, system administration, networking, change management, etc.) and business (finance, contract management) support
- Coordinated the daily operational support by working closely with staffs at data centers in different cities and traveling regularly to enhance internal relationships
- Performed final review of all project planning prior to delivery to client
- Developed and negotiated proposals for contract changes or additional business.
- Met daily with client and State leaders to resolve issues and develop strategy
- User of Texas State Data Center Services web portal
- Participant in agency change control meetings and led weekly operations meetings
Senior Project Manager / Business Operations Manager
BearingPoint, Inc
Austin, TX
01.2001 - 01.2006
- Business Operations Manager within State Government team for the TexasOnline portal, the first statewide approach to government commerce over the Internet
- Led ePay and eFiling business units
- Managed day to day operations, financials, budgets ($8M), staffing and provided contract management support
- Directed team which prepared financial response to HHSC Integrated Eligibility RFO in 2004
- Led Business Operations, Outreach (business development / client relationship management), and Occupational Licensing and Electronic Payment Business units responsible for $6 M in annual revenue
- Built and maintained client relationships with Executives at State Agencies
- Managed delivery of eGovernment applications and electronic payment service solutions to State Agencies from inception to implementation by leading cross-functional teams
- Created and monitored Service Level Agreements
- Developed client presentations, created proposals, obtained customer signoff, developed service level agreements
Senior Project Manager
Marchfirst, Inc
Austin, TX
01.2000 - 01.2001
- Led integrated team (Marchfirst/Dell/vendors) implementing new online functionality into website for Dell Computer’s Online Group
- Created and monitored Service Level Agreement with client
- Led investigation of third-party products for integration as replacement for Dell’s Storebuilder functionality
- Led interoperability prototyping of these selected products
- Mentored other project managers and managers in leadership, staffing, financial and people care
- Created Strategic Alliance role which developed strategic vendor alliances and leveraged these for business development and technical implementation purposes
- Defined responsibilities and metrics associated with alliances
- Created State and Local Government practice within Austin office
- Managed proposals in response to State and Local Government RFOs
SE Manager – Data Warehouse Development and Operations
EDS / National Heritage Insurance Company
Austin, TX
01.1998 - 01.2000
- Led development, implementation and operation of Medicaid data warehouse for Texas Health and Human Services Commission
- Simultaneously managed multiple staffs, projects and budgets
- Directed 50+ staff in 7x24 operation of production data warehouse while also leading development and implementation of second-generation data warehouse
- Administered salary and operating budget of $12M
- Mentored other leaders in planning, staffing, salary administration and budgeting activities
- Built Operations team from the ground up in less than two months through aggressive recruiting
- Overhauled ineffective relationships between data warehouse development and operations teams and created processes to ensure that lessons learned in operational environment were funneled to development team for incorporation into next generation implementation
- Served as client liaison to HHSC
- Strengthened relationships with client stakeholders by instituting regular meetings to provide project status, resolve problems and plan for system enhancements
- Identified additional client needs resulting in change orders to contract and additional revenue to EDS
Education
BS - Computer and Information Sciences
Central Michigan University
Mount Pleasant, MISkills
- Program / Project Management
- P & L Management
- Team Building
- Client Relationship Management
- Business Operations
- Contract Negotiation
- Account Management
- 20 years State of Texas IT
- Interpersonal Communication Skills
- Customer Success Management
- SLA Management
Timeline
Senior Service Delivery Manager
Capgemini
01.2020 - Current
Senior Customer Success Manager
Atos SE
01.2015 - 01.2020
Senior Customer Success Manager
Xerox Corporation
01.2012 - 01.2015
Service Delivery Manager
Stellargy Services
01.2010 - 01.2012
Senior Project Manager
Dynamic Computing Services
01.2009 - 01.2010
Client Services Executive
IBM Corporation
01.2007 - 01.2009
Program Manager
Northrop Grumman Corporation
01.2006 - 01.2007
Senior Project Manager / Business Operations Manager
BearingPoint, Inc
01.2001 - 01.2006
Senior Project Manager
Marchfirst, Inc
01.2000 - 01.2001
SE Manager – Data Warehouse Development and Operations
EDS / National Heritage Insurance Company
01.1998 - 01.2000
BS - Computer and Information Sciences
Central Michigan University